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When Customers Understand Your Business, You Win

Dec 18, 2013 - Ultimately, building advocates is in your business interest. Transparency -- not only in conduct, but also in the processes that create customer experiences -- is a great way to build those advocates. Comments

Fixing Customer Care: The New Social Marketing

customers Nov 20, 2013 - Customer care is going social. Take the time to build a robust ROI model and then measure the contribution of your social customer care efforts. There is no better way to win support. Comments

Measuring Business Results from a Social Customer Experience Program

Social Media Manager Oct 23, 2013 - Where do you get the data needed to measure your social media customer experience program? Columnist Dave Evans shares data sources and importantly, how to put social data to work to further your business goals. Comments

Create Audience Experiences That Drive Recommendations

Digital Footprint Oct 3, 2013 - These three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you. Comments

The Case for On-Domain Engagement

engagement-consideration-seo Aug 28, 2013 - If social networks like Facebook are moving toward an awareness and advertising model, what are you doing to build actual fan engagement with your brand, product, or service? Comments

Honest Engagement: Getting the Social Experience Right

business-people Jul 31, 2013 - Where in your organization are you most able to build and sustain one-on-one, repeated acts that lead to engaged customers? Comments

Independence Day: Proving On-Domain Success

fireworks-image Jul 3, 2013 - Celebrate this year by declaring your on-domain strategy and then following through with the measurement and hard proof to make it stick. Comments

Have Questions? Ask Your Customers

questionsclients 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

Multi-Channel Customer Care Includes Social

customers May 8, 2013 - The challenge with social is that it's not just an add-on: it's a culture change. Comments

Build Your Brand Online: Leveraging Facebook and Twitter

facebookvstwitter Apr 3, 2013 - Learn to see the social web with your online presence at the core. Comments

Get Serious About Return on Investment

roi-target 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. Comments

Driving Customer Innovation: It's the Small Things That Count

customers Feb 13, 2013 - When customers help innovate, the "ownership" factor they feel goes way up, and loyalty climbs right along with it. Comments

Got Community?

community-circle 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. Comments

Your Bucket List for 2013

bucket-list 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. Comments

Build Your Social Chops: How to Get Smart in 2013

social-media-passion-asia 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. Comments

Social Media Marketing at 200 MPH

race-car 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. Comments

Why Support Communities Work

community 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. Comments

Life on the Road: The Importance of Customer Care

on-the-road 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. 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

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