Marketing News & Expert Advice
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Have Questions? Ask Your Customers
Jun 5, 2013 - Customers play an increasing role in the design and innovation stages of products and services, driven by a combination of social technology and the adoption of always-on devices. Comments
Social Media: From a Point of Presence to a Point of Business
Sep 19, 2012 - As you look at your own social platform, ask yourself: Are your customers responding to questions that you've asked on your Facebook page or are you responding to the questions they've asked on your Facebook page? Comments
Facebook, Twitter, and CRM: Achieve Escape Velocity
Aug 29, 2012 - As you push past social media marketing and into social CRM, you must take a look at your tools, your team, and your strategy. Comments
Social Response: It's About More Than Sentiment
Aug 8, 2012 - When you build your response program understand that positive sentiment isn't an end-goal: it's a byproduct of your ability to delight customers while maintaining a healthy business. Comments
Twitter and Customer Care: Examples of Style
Jul 18, 2012 - How TechSmith, Time Warner Cable, and US Airways are using Twitter to show customers how and when they can expect to reach them. Comments
What Builds a Superfan?
Jun 27, 2012 - How the social feedback cycle helps smart brands nurture superfans. Comments
Support Forums: The Core of Customer Care
Jun 6, 2012 - Built around the needs of your customers, support forums can be the ultimate anchor point for your social marketing program. Comments
Don't Advertise, Just Deliver
May 16, 2012 - Paying attention to the experiences your customers actually have will give you precisely the information you need to succeed on the social web. Comments
Social Customer Care and WOM Marketing: A Match Made on the Web
Apr 25, 2012 - In a medium where anyone can say anything, how is a brand supposed to manage its image? Comments
Social Media and Customer Care: Scale Up or Go Home
Apr 4, 2012 - If understanding what your customers are saying about you is "right now," then the tools and processes to tackle social customer care at scale is "what's next." Comments
SXSW 2012: Customer Service Goes Social
Mar 13, 2012 - The social technology wave is now rushing toward the enterprise, with no signs of letting up. Is your business prepared? Comments
Multi-Channel Customer Care Includes Social
May 8, 2013 -
The challenge with social is that it's not just an add-on: it's a culture change.
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Build Your Brand Online: Leveraging Facebook and Twitter
Apr 3, 2013 -
Learn to see the social web with your online presence at the core.
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Get Serious About Return on Investment
Mar 6, 2013 -
To get serious about ROI, articulate clearly your fundamental business objectives, the ones that talk about growing market share, boosting sales, or improving margins.
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Driving Customer Innovation: It's the Small Things That Count
Feb 13, 2013 -
When customers help innovate, the "ownership" factor they feel goes way up, and loyalty climbs right along with it.
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Got Community?
Jan 23, 2013 -
As you build your social media program, consider that your strategy needs to be bigger than marketing, you need to build a team that spans your organization, and you need a community-infused nucleus.
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Your Bucket List for 2013
Jan 2, 2013 -
The first week of 2013, back from the holidays. Ready to get started? Here's a checklist to get you started in the new year.
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Build Your Social Chops: How to Get Smart in 2013
Dec 12, 2012 -
Social collaboration is the best path for building up your social media skills, so by meeting and connecting with other social media professionals you'll be doing yourself a favor.
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Social Media Marketing at 200 MPH
Nov 21, 2012 -
Follow Formula 1's formula for how to set up a social event: put the basics in place and simultaneously ensure customer delight at every touchpoint.
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Why Support Communities Work
Oct 31, 2012 -
Vibrant online communities, built to tap the passions, lifestyles, and causes that we all organize around, naturally restore the social component of business.
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Life on the Road: The Importance of Customer Care
Oct 10, 2012 -
As you are considering your social media strategy, be sure to consider customer care, and make sure it spans all channels that customers are likely to need.
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