Marketing News & Expert Advice
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...
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...
Oct 3, 2013 -
These three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you.
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...
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?
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.
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...
May 8, 2013 -
The challenge with social is that it's not just an add-on: it's a culture change.
Apr 3, 2013 -
Learn to see the social web with your online presence at the core.
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...
Feb 13, 2013 -
When customers help innovate, the "ownership" factor they feel goes way up, and loyalty climbs right along with it.
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...
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.
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...
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.
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...
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...
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...
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.
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...
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.
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