Social Media and Customer Care: Scale Up or Go Home

Social Media and Customer Care: Scale Up or Go Home

12y Dave Evans

Social Media and Customer Care: Scale Up or Go Hom...

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 "wha...

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SXSW 2012: Customer Service Goes Social

SXSW 2012: Customer Service Goes Social

12y Dave Evans

SXSW 2012: Customer Service Goes Social

The social technology wave is now rushing toward the enterprise, with no signs of letting up. Is your business prepared? Read More...

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3 Examples of Solid B2B Social Business Strategies

3 Examples of Solid B2B Social Business Strategies

12y Dave Evans

3 Examples of Solid B2B Social Business Strategies

A commerce community, an ad-supported social community, and executive thought leadership. Read More...

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When Good Customers Turn Against You

When Good Customers Turn Against You

12y Dave Evans

When Good Customers Turn Against You

How to avoid "morale costs." Read More

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Customer (Dis)Service and the New Marketing

Customer (Dis)Service and the New Marketing

12y Dave Evans

Customer (Dis)Service and the New Marketing

Are you preparing your social customer care team for their future role as brand advocates? Read More...

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Getting Social Right

Getting Social Right

12y Dave Evans

Getting Social Right

Imagine a world where real-time, relevant posts were answered promptly. What kind of world would that be? Read More...

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The Case for Dropping 'Social'

The Case for Dropping 'Social'

12y Dave Evans

The Case for Dropping 'Social'

In marketing, your ability to interrupt has been replaced by your opportunity to participate. Read More...

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

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

12y Dave Evans

Social Media Marketing and Consumer Retail: It's A...

Look at the commitment that Walmart is making. Read More...

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Social Media for HR: Building Talent Communities

Social Media for HR: Building Talent Communities

12y Dave Evans

Social Media for HR: Building Talent Communities

How to create the opportunity for high-value job candidates to raise their hands and request more information based on conversational exposure. Read M...

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Mobile Social: The Importance of Being There

Mobile Social: The Importance of Being There

13y Dave Evans

Mobile Social: The Importance of Being There

As you consider mobile social, look at these three types of activities to tap a powerful combination for marketing. Read More...

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What 2 Billion Smartphones Mean for Customer Service

What 2 Billion Smartphones Mean for Customer Service

13y Dave Evans

What 2 Billion Smartphones Mean for Customer Servi...

Businesses must serve some - but not all - customers in social channels. Read More...

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Customer Service Excellence Drives Marketing Results

Customer Service Excellence Drives Marketing Results

13y Dave Evans

Customer Service Excellence Drives Marketing Resul...

Four real-life examples of how specific actions in customer care can drive customer loyalty and preference higher. Read More...

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Social Media Beyond Marketing

Social Media Beyond Marketing

13y Dave Evans

Social Media Beyond Marketing

Redefining social as a way of life, and what this means for your business. Read More...

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Move Beyond Listening and Build an Engagement Platform

Move Beyond Listening and Build an Engagement Platform

13y Dave Evans

Move Beyond Listening and Build an Engagement Plat...

Listening to your customers is the easy part. You'll need to take these next steps to connect with them. Read More...

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Making the Case for Real ROI in Social Marketing

Making the Case for Real ROI in Social Marketing

13y Dave Evans

Making the Case for Real ROI in Social Marketing

Using "engagement" to calculate ROI is like using an oven mitt to take the temperature. Consider these alternative approaches. Read More...

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Customer Service Needs Brand Training Too

Customer Service Needs Brand Training Too

13y Dave Evans

Customer Service Needs Brand Training Too

Symantec's customer care team provides solid support, but misses an opportunity to fulfill a brand promise. Read More...

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Your Social Media Road Map: 3 Steps to Success

Your Social Media Road Map: 3 Steps to Success

13y Dave Evans

Your Social Media Road Map: 3 Steps to Success

How to develop a social technology plan that serves customers and your business. Read More...

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Tuning Your Content: Social Media for Content Publishers

Tuning Your Content: Social Media for Content Publishers

13y Dave Evans

Tuning Your Content: Social Media for Content Publ...

As you continue to build, refine, and optimize your content streams, you need to tune your content publishing as well as your content presentation. Re...

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Social Media Marketing: Build Your Chops

Social Media Marketing: Build Your Chops

13y Dave Evans

Social Media Marketing: Build Your Chops

How do you stay current in social media and develop the skills you know you need and keep them up-to-date? Read More...

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Social CRM: Customer Service for the Next Generation

Social CRM: Customer Service for the Next Generation

13y Dave Evans

Social CRM: Customer Service for the Next Generati...

Taking lessons from SXSW further by continuing to explore customer service and the impact of satisfaction metrics versus productivity metrics. Read Mo...

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Brands That Listen

Brands That Listen

13y Dave Evans

Brands That Listen

What can you learn if you listen to your customers? Consider these examples. Read More...

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Social Media, Business, and the Exchange of Value

Social Media, Business, and the Exchange of Value

13y Dave Evans

Social Media, Business, and the Exchange of Value

The social Web has become the backbone of the value exchange, driving recovering segments of the market. Read More...

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Social Business - 3 Themes and 1 Item for Your To-Do List

Social Business - 3 Themes and 1 Item for Your To-Do List

13y Dave Evans

Social Business - 3 Themes and 1 Item for Your To-...

A look back and a look ahead on social marketing trends affecting business. Read More...

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The Semantic Web: Not a Moment Too Soon

The Semantic Web: Not a Moment Too Soon

13y Dave Evans

The Semantic Web: Not a Moment Too Soon

The social Web is under attack – by disturbing marketing practices. Read More...

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Connecting the Social Web and Your Business

Connecting the Social Web and Your Business

13y Dave Evans

Connecting the Social Web and Your Business

Tapping into the social Web and connecting the source points of traffic with specific offers is the next wave you want to be riding. Read More...

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The Next Generation of Business Engagement

The Next Generation of Business Engagement

13y Dave Evans

The Next Generation of Business Engagement

What can you do in social media that you cannot do in other media? That's the new challenge. Read More...

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Social Media: Share the Love

Social Media: Share the Love

14y Dave Evans

Social Media: Share the Love

Why you should expand your view of social media to include your customers, employees, and business partners. Read More...

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