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Twitter: The Next Customer Care Channel

Sep 1, 2015 - How will Twitter's change to its DM character limit policy impact communication between brands and consumers, and alter the standards for customer engagement on social media platforms? Comments

3 Ways to Build Peer-to-Peer Engagement

Friends jumping Jul 22, 2015 - When paired with other marketing efforts, peer-to-peer engagement, examples of which include gamification and redirection, can lift your likelihood of being recommended and renewed. Comments

Consistency Matters in Social Customer Care: Three Things to Help Get it Right

customer-review Jul 1, 2015 - Social capital can help brands build trust and encourage customer loyalty, as long as marketers are consistent in social media strategy. Comments

Three Best Practices for Customer Engagement

human-value Jun 3, 2015 - Relationships with customers is now worth twice as much as your measured brand value, as brand value has fallen by almost half in the past decade while the latter has doubled. Comments

Build Your Business by Aligning Policy With the Social Web

social-marketing May 6, 2015 - Consumers are becoming more interested in why companies make the business decisions they do, and are choosing to be loyal to certain brands because of their values. Comments

Why eBay and Amazon Will Redefine Local Commerce

local-ecommerce Apr 8, 2015 - The two e-commerce giants are changing the game for local commerce, and here are three things you can do about it. Comments

Delivering Great Customer Experiences

Customer Mar 11, 2015 - To truly provide a great customer experience, you must combine the power of your customers with the power of your employees. Comments

Don’t Get Shacked

radioshack-store Feb 11, 2015 - What contributed to the failure of RadioShack? Could a a better use of social technology have made a difference for the brand? Comments

3 Practical Tips for Improved Social Customer Care

Customer Jan 14, 2015 - These three tricks can help you enhance your social customer care, one of the touch points with the potential to create the most conversations among consumers. Comments

Data Deconstruction: Understanding Complex Social Influences

big-data-action Dec 17, 2014 - When you deconstruct and simplify your complex data patterns, you can better understand the data and build better social media marketing programs. What are you waiting for? Comments

Building Customer Loyalty With Social Media

customer-loyalty Nov 19, 2014 - Beyond awareness and acquisition, you can measurably build your business using social media. Comments

The Rise of the Paid Social Network Business Model

hands-catching-money Oct 22, 2014 - There's a growing acceptance of pay-for-play in the digital and, more specifically, social worlds. How will you adapt to the new model? Comments

Building Champions: The New Role of the CFO

cfo-suit Sep 24, 2014 - The chief financial officer (CFO) can now be an important champion for efforts to meet the demanding expectations of connected, involved consumers. Comments

Social Media and the Challenge Facing CIOs

chief-information-officer Aug 27, 2014 - Social media may have landed in marketing, but it’s increasingly the chief information officer (CIO) that’s being looked to for answers to the question "what’s next?" Comments

Building Effective Measurement Models

pr-measurement Jul 30, 2014 - When deciding which measurement models to use, consider adopting aspects of the study of correlation, which may allow you to discover connections that may challenge your thinking on the critical drivers for your business. Comments

Building Advocates, and Why It Really Matters

social-advocate Jul 2, 2014 - Social advocates are important for your brand for more than just the good recommendations they could potentially write - loyal advocates will also defend your brand if it is unfairly characterized. Comments

Invest in Social Like You Believe It’s Real

social-mediaw Jun 4, 2014 - Invest in social by first taking stock of your social media presence, then making sure you have a timely customer engagement strategy, and finally by bringing customer ideas straight into the core of your business to create advocates. Comments

Customer Loyalty Restarts With Every Experience

customer-loyalty May 7, 2014 - Allegiance to your brand begins again with every experience, from word-of-mouth mentions to small social objects like status updates that are passed around and shared. Comments

Promoting Your Social Presence

social-media-marketing Apr 9, 2014 - How can you build awareness for your social platforms? And once you build awareness, how do you get customers there? Here are tips and tricks for increasing your social presence. Comments

SXSW 2014: Content Marketing, the Rise of the Dark Net, and the Maker Movement

sxsw-l Mar 12, 2014 - At this year's SXSW Interactive, there were sessions on social data and business analytics, content marketing, the rise of the Dark Net, and continued growth of the Maker movement. These apparently disparate themes are related: in each there is an... Comments

Getting Social Customer Experience Right

de-fig0-cvs Feb 12, 2014 - A look at how three brands are encouraging positive, socialized conversations that are aligned with business objectives and a desire to grow brand value but creating customer advocates. Comments

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