Social media is changing how customer service is done. traditional call center methods of customer service are now being done via the web using twitter, facebook, blogs etc. This case study with 6 key learnings provides the reader with an exception overview of the benefits of social media customer [...]
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December 10th, 2009 | Tags: Consumer Engagement, customer service, customer service 2.0, facebook fan pages, social media customer service, social media marketing, social networking | Category: 21st Century Customer Service, Consumer Engagement, Social Media | 3 comments
I cautioned readers about social media and the negative effect it can have on online reputation management. Here’s a quick recap: The key to a positive reputation is to look at every possible customer and prospect touchpoint and make sure it’s buttoned up tight. Every interaction, every touchpoint needs to be quality-driven, otherwise your brand is going to take a social media beating. There’s just too much prime opportunity online — e.g., Facebook, Twitter, YouTube, blogs, etc. — for brands to get dinged when they screw up. In the few weeks I’ve been back from vacation, I’ve been thinking about this as I go about my day-to-day dealings with companies. Twice [...] November 25th, 2009 | Tags: Consumer Engagement, customer service, customer service 2.0, how to start social media, social media customer service, social media marketing, social networking | Category: Consumer Engagement, Social Media, Uncategorized | One comment
All of us at Start Social Now wish you a happy and healthy Thanksgiving. And may all your black friday and cyber monday plans exceed your expectations! November 25th, 2009 | Tags: #smm, black friday, Blogging, cyber monday, Direct Marketing, facebook marketing, social media marketing | Category: Blogging, Direct Marketing, Social Media | Leave a comment
For those of you naysayers who believe that social media is a fad, a toy, or something that cannot drive business robustness, engagement and ROI, I have one word for you… “Unfriend” What are your thoughts? [...] November 21st, 2009 | Tags: social media marketing, social networking, unfriend, word of the year | Category: Blogging, Social Media | Leave a comment
United breaks guitars video is a perfect example of how a company will get skewered in social media outlets via viral [...] November 20th, 2009 | Tags: Consumer Engagement, customer service, customer service 2.0, Dave Carroll, facebook fan pages, social media marketing, United breaks guitars | Category: Consumer Engagement, Social Media, Viral Video | Leave a comment
Over in the linkedin group I manage, (Direct Marketing Questions & Answers), we’ve been having a discussion on the zig vs. zag nature of direct marketing and social media. In essence, the theory is this: with everybody zigging towards social media these days, does that leave a giant hole (translation: opportunity) for traditional direct marketing to [...] November 13th, 2009 | Tags: Blogging, facebook fan pages, how to start social media, set up twitter, social media marketing | Category: Uncategorized | 2 comments
Editors note: I wrote this last January. It still holds very true now and is “suggested reading” for anyone considering or already in the social media space. As I mentioned in my most recent column — a recap of the National Center for Database Marketing conference last month — it’s not good enough to merely serve your customers [...] November 13th, 2009 | Tags: Blogging, facebook fan pages, how to start social media, set up twitter, social media marketing | Category: Blogging | Leave a comment
But by far, the best networking tool to use in my opinion is LinkedIn. Most LinkedIn users already know how to link to other people in and out of their networks, but… November 13th, 2009 | Tags: business networking, how to start social media, Linkedin, linkedin networking, social media marketing | Category: Linkedin | Leave a comment
uilding Your Personal Rolodex The goal of business today is about adding new and influential contacts daily to your sphere of influence — i.e., building your networking Rolodex. In fact. it is just as important to in todays business environment to ABN (always be networking) as it it to do your job to the best of your ability. Here’s how to [...] November 13th, 2009 | Tags: business networking, Linkedin, social media marketing, social networking | Category: Linkedin, Uncategorized | Leave a comment
On November 10th Jim Gilbert gave a presentation on Social Media Marketing, entitled, Welcome to the Customer-Centric World at Florida International [...] November 12th, 2009 | Tags: Blogging, facebook fan pages, how to start social media, Linkedin, set up twitter, social media marketing, social networking | Category: Blogging, Consumer Engagement, Direct Marketing, Linkedin, Uncategorized | Leave a comment
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