In this edition of The Baer Facts, I talk with Kyle Lacy of ExactTarget about the double-edged sword of social media listening and response. Should We Reconsider the Facts About Social Listening? “Listen” is the dogma of social media. Every social media consultant since the dawn of Friendster has a slide (or 23) about listening [...]
Use SEO to Improve Your Social Media Listening
Listen! It’s the first commandment of every social media program. Pay attention. Find out who is talking about you, in what capacity, and where. It makes sense. You can’t use social media as the new telephone unless you know how to get a dial tone first. But almost every company I come across could and [...]
70% of Companies Ignore Customer Complaints on Twitter
Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the exact same way….with the quiet of contempt. New research from Maritz and Evolve24 of 1,298 Twitter complainants found that only 29% of those tweet gripes were replied to by the companies in question. This is [...]
6 Parts of Your Company That Should be Listening to Social Conversations
“Once upon a time, customer contact was centralized around the switchboard, and the phone was the preferred method for communication between companies and customers. When it rang, you answered, because it was likely a customer or a potential customer on the other end of the line. Now, the calls are coming through online, via the [...]
3 Key Roles to Make Your Social Team Scalable
One of the continuous discussions and questions surfacing in the social media chatterbox is that of “who owns social media?” Is it marketing? Public relations (PR)? Customer service? The answer is . . . yes. For the long-term, anyway. You’re not likely at the point yet where you have social media wired into everything. Right [...]
3 Reasons To Dig Deeper In Social Listening
Guest post by Connie Bensen, the Director of Community Strategy and Social Media at Alterian, which provides leading marketing products for the enterprise. She also blogs at http://communitystrategist.com. Brands have realized that social networks offer an opportunity to interact directly with consumers. They create pockets of communities where like-minded people share information and seek advice. [...]
Social Listening and Analysis for the DIY Inclined
If you are conducting any level of online reputation management or campaign tracking using social media data sources, you have to get beyond the obvious. The point of tracking software isn’t to determine how many tweets were sent mentioning a company, it’s to figure out what those tweets say, and what the business ramifications are. [...]
Can Social Media and Lead Generation Coalesce?
By now, we all know that social media is a fantastic tool for gauging the audience and communicating with previous and current customers. But, can it also be used to lure in new customers? Can social media marketing be paired with other lead generation tactics to create new business opportunities? My initial response was, ”mmh, [...]
Use Online Listening for Competitive Research
Guest post by Mike Corak (@mikecorak) who oversees strategic planning, Web development, and marketing services for Tempe, Arizona integrated agency Off Madison Ave. Are your customers telling you everything you need to know to improve the bottom line? Conducting primary market research and audience research, and purchasing secondary studies are fundamental ways communicators inform and [...]
