Why Being Nimble Was the Key to Success for This Social Media Strategist

Social Pros with Nick Cicero

Nick Cicero, Director of Client Strategy at Expion and co-host of the Social Pros Podcast, joins us today to discuss his experience onboarding new clients and training current ones, the power of long-term partnerships, his experiences working in countless industries, and what big businesses need to remember to succeed in social media.

How Customer Service can Devastate Your Social Media Plans

Social Pros with Peter Shankman

Peter Shankman – entrepreneur, author, and consultant – joins the Social Pros Podcast this week to discuss the essentials of social media customer service, including managing social media presence, balancing marketing and customer service, and empowering employees to make a difference.

Why Social Media and Customer Experience Are Intertwined in a Lovers Embrace

beckycarroll

Becky Carroll, Director of Social Media Strategy at PwC Consulting, joins the Social Pros Podcast this week to discuss the impact of trust (or lack of trust) on consumer behavior, how social can improve a customer’s experience of a brand, and social media’s newest maturity level. Please Support Our Sponsors Huge thanks to our amazing […]

Listen Smarter: How to Balance Proactive and Reactive Listening on Social

Frank Eliason

Frank Eliason, author of the new book At Your Service and Director of Global Social Media for Citi, joins the Social Pros Podcast this week to discuss crafting a cohesive social strategy for a global corporation, relying on the instincts of his team, and listening smarter. Read on for some of the highlights and tweetable moments, […]

Social Pros 21 – Joe Stupp, Chipotle

Twitter and Radian6

This is Episode 21 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Joe Stupp of Chipotle. Read on for insights from Joe and our Social Media Stat of the Week (this week: only 33% of people on social networking sites follow a company or a brand on social media sites).

Social Pros 9 – Christopher S. Penn, WhatCounts

There goes Chris Penn standing on a tree. N-I-N-J-A-I-N-G

This is Episode 9 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Christopher S. Penn, the Director of Inbound Marketing for enterprise email company WhatCounts. Read on for insights from Chris, and Eric’s Social Media Stat of the Week (this week: social media as a B2B lead […]

Social Business, Social Media Strategy, Social CRM, Social Media Staffing and Operations

Please Aggravate Me: Is Gamifying Customer Service a Reality

gamification

Lisa Loeffler (@LisaMLoeffler) is Research & Analysis Lead at Convince & Convert. She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. We all know waiting on hold for-EV-ver on the phone, or standing in a l–o–n–g line, are a few […]