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

3 Examples of Solid B2B Social Business Strategies

Feb 22, 2012 - A commerce community, an ad-supported social community, and executive thought leadership. Comments

When Good Customers Turn Against You

Feb 1, 2012 - How to avoid "morale costs." Comments

Customer (Dis)Service and the New Marketing

Jan 11, 2012 - Are you preparing your social customer care team for their future role as brand advocates? Comments

Getting Social Right

Dec 21, 2011 - Imagine a world where real-time, relevant posts were answered promptly. What kind of world would that be? Comments

The Case for Dropping 'Social'

Nov 30, 2011 - In marketing, your ability to interrupt has been replaced by your opportunity to participate. Comments

Social Media Marketing and Consumer Retail: It's About More Than Ads

Nov 9, 2011 - Look at the commitment that Walmart is making. Comments

Social Media for HR: Building Talent Communities

Oct 19, 2011 - How to create the opportunity for high-value job candidates to raise their hands and request more information based on conversational exposure. Comments

Mobile Social: The Importance of Being There

Sep 28, 2011 - As you consider mobile social, look at these three types of activities to tap a powerful combination for marketing. Comments

What 2 Billion Smartphones Mean for Customer Service

Sep 7, 2011 - Businesses must serve some - but not all - customers in social channels. Comments

Customer Service Excellence Drives Marketing Results

Aug 17, 2011 - Four real-life examples of how specific actions in customer care can drive customer loyalty and preference higher. Comments

Social Media Beyond Marketing

Jul 27, 2011 - Redefining social as a way of life, and what this means for your business. Comments

Move Beyond Listening and Build an Engagement Platform

Jul 6, 2011 - Listening to your customers is the easy part. You'll need to take these next steps to connect with them. Comments

Making the Case for Real ROI in Social Marketing

Jun 15, 2011 - Using "engagement" to calculate ROI is like using an oven mitt to take the temperature. Consider these alternative approaches. Comments

Customer Service Needs Brand Training Too

May 25, 2011 - Symantec's customer care team provides solid support, but misses an opportunity to fulfill a brand promise. Comments

Your Social Media Road Map: 3 Steps to Success

May 4, 2011 - How to develop a social technology plan that serves customers and your business. Comments

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