In this edition of The Baer Facts, I talk with Kyle Lacy of ExactTarget about customers using Facebook more and more as a customer service channel. Interesting new research from Social Bakers uncovers an important finding: The volume of questions posted on Facebook has increased 26% in 6 months. (tweet this) Historically, brands have put more [...]
42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time
In just a couple of weeks, I’ll be launching (along with Jason Falls, Mark Schaefer, Tom Webster, and our partners at Edison Research) the newest edition of The Social Habit. Landmark, legitimate research into how social media is used, and by whom. I’ve seen the raw data, and it’s a mind-blower. There’s still time to subscribe to [...]
Social Pros 21 – Joe Stupp, Chipotle
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
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 [...]
Please Aggravate Me: Is Gamifying Customer Service a Reality
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 [...]
Why Critics of Klout Are Missing the Big Picture
Other than signing book deals, the favorite sport of the social media punditry these days seems to be bashing Klout. The pugilists are plentiful, and appear to be trying to win a merit badge for dismissiveness. The most recent example was from B2B social media thinker Paul Gillin who wrote a post unveiling the flaws [...]
