It’s time to recalibrate your expectations about customer complaints. 57% of Americans will have a smartphone this year, meaning that the majority of your customers (and in some industries, the vast majority) now possess two things, at all times, in their pants: Access to almost the entirety of the world’s knowledge Several different mechanisms to [...]
The 2 Ingredient Recipe for the Social Media Magic Middle
Silos are for suckers. Your customers do not care about your org chart. To them, it’s irrelevant how your organization is structured, and the internal power plays and land grabs that unfold across your company are immaterial. Your customers, potential customers and fans only care about two things in social media: They want to be heard. [...]
Social Media Lessons from the “Open Source” Movement
Chris Moody, Senior Marketing Manager at Red Hat, joins the Social Pros Podcast this week to discuss “open source” as the original social media on the internet, why Red Hat is the #3 place to work according to Glass Door, and (shockingly) why Google+ is a better platform for his business purposes than Twitter. Read on for some [...]
The New Skill Every Social Media Marketer Must Possess
In The NOW Revolution, Amber Naslund and I predicted that social media would become a skill rather than a job. As companies take more steps to “be” social, and incorporate social business initiatives alongside the more common and obvious social media marketing programs, employees from all divisions and departments will utilize “social” to be more [...]
Social and News Media: More than Simply Cross Promotion
Jodi Gersh, Director of Social Media at Gannett Company, joins the Social Pros Podcast this week to discuss advertisers and sponsorship in the news media world, slowly moving many media giants up the “social” ladder, and the value of using social internally for enterprise solutions. Read on for some of the highlights or listen below for [...]
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 [...]
What We Can Learn From Me Getting Kicked Out of a BBQ Contest
If you wanted a group of 50 people to return to a location at a specific time, would you instruct them to “be back here in 10 minutes, at 11:40″ or would you say, “Be here at 20 after. Wait, I mean 20 before which I guess is 20 plus 20.” I was told the [...]
5 Keys to Effective Social Media and Content Insourcing
Last week, I wrote about Marcus Sheridan’s concept of “insourcing” and the need to expand your social media and content marketing beyond a centralized, command and control structure (typically led by marketing). At Convince & Convert, we get involved in these “insourcing” programs often, working with corporate clients to create social business structure that facilitates [...]
A Guru or the Gang: The 4 Ways to Staff Social Media in Agencies
I’m an agency guy. Convince & Convert is the fifth marketing services firm I’ve started or operated, and I work with many agencies every week to help them package, price, staff, and sell social and digital. In the past two years alone, I’ve helped more than 25 agencies build a social media practice. During these [...]
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 [...]
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