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. [...]
15 Important Tips To Help You Keep Your Customers
You’re about to have many insightful statistics and research thrown your way, but before you dig in, let’s put the most important data point front and center: According to the Harvard Business School, increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent. This is important to consider when evaluating your own [...]
Baer Facts – Are You Making Marketing’s Biggest Mistake?
This special edition of The Baer Facts with my friends from ExactTarget features me urging caution to all marketers, live at the Convince & Convert company retreat in Puerto Vallarta, Mexico. (eat-your-heart-out photo of our secret lair on Instagram). I based this video on new research from ExactTarget called Marketers from Mars (infographic summary below, [...]
4 Customer Service Lessons from the Biggest Brands on Twitter
As we learned a few months ago in a recent release of The Social Habit (a social media research project that Jay is working on with Tom Webster, Mark Schaefer, and Jason Falls), customers have high expectations of brands using social to address customer service issue. In fact, 42% of customers expect a response time of [...]
Why Twitter May Never Be Financially Viable
Tara Hunt, author of The Power of Social Networking: Using the Whuffie Factor to Build Your Business, joins the Social Pros Podcast this week to discuss the borderless world of the social web, monetizing Twitter, and why she unfriended her boyfriend on Pinterest. Read on for some of the highlights or listen below for the full [...]
The 1 Big Difference Between How Men and Women Use Pinterest
It’s probably not a revelation to tell you that Pinterest skews heavily female. 70% in fact, according to our most recent study at The Social Habit. But what’s more interesting is that men and women use Pinterest for vastly different reasons, and in starkly divergent ways. The Social Habit is the comprehensive study of American [...]
Don’t Settle For Social Stats, Get Customer Insights
Lisa Joy Rosner, CMO of Netbase, joins the Social Pros Podcast this week to discuss using social chatter data and insight to understand more about your customers, and as a result, more about your business. Read on for some of the highlights or listen below for the full podcast. Listen Now Click the play button to [...]
How to Maximize Your Customer Service on Twitter
Twitter is the new channel all brands should be using to provide customer support. It allows you to provide near real-time support on a social platform, making your services more accessible and allowing other consumers to see that you are a customer-centric brand. However, it is important to monitor your performance for this channel in [...]
Beyond Analytics: Brand Insight and Understanding
Chuck Hemann, Director of Analytics at WCG, joins the Social Pros Podcast this week to tell us about the difference between analytics and insight in the social branding sphere, and the importance of both. Read on for some of the highlights or listen below for the full podcast. Listen Now Click the play button to listen [...]
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 [...]
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