Join us Wednesdays at 1pm ET, and jump right in .. our conversations will get you thinking.
The Language of Social Accountability. Can you put words to desired outcomes? July 21, 2014

Social Media – It is not about the platforms, it is about enabling digital living.

July 15, 2014
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Photo by ajmunn

What I like about #SMChat is the fact we go beyond network tips and tricks and look at deeper issues. This is important as we are increasingly discovering that it is not all about the networks. It is about being enabled and the data and insights we gain from how people are living digital lives. […]

Customer Service vs Customer Experience

July 9, 2014
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Customer acquisition and retention can suffer greatly as a direct result of customer service and/or customer experience. Customers share both and when they share either via social media, their impressions are amplified. When the sharing is positive, it can create additional opportunities for an organization to grow the bottom line. When it’s negative, the ramifications can be costly and lingering. #SMChat on July 9th at 1pm ET will focus on how to identify and address the gap between customer service and customer experience. We will discuss the questions below. We hope you will join us!

Mobility, Context and The New Marketing Landscape

July 1, 2014
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Recently I found out that Starbucks is working with Duracell to provide wireless charging stations for mobile phones in their stores. Customers are exposed to new apps and options continually. How does a marketer keep their customers engaged and loyal when there are new shiny objects routinely appearing? First you have to offer a sound product […]

Posted in: Mobility

Can you Measure Accountability? Reflecting on the Economics of Social Change

June 23, 2014
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Where do we find the energy for social change?

I just read a thought provoking post on the Stanford Social Innovation Review blog.  It was penned by Jeremy Nicholls of SROI, under the title “People, Power & Accountability: Measuring Social Impact.”  It sparked some thinking I’d like to discuss at this week’s #smchat on #socialchange, WEDS 1pm ET. Major thanks to Cathryn Hrudicka for teeing it […]

How Social Is Your SEO?

June 17, 2014
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Since we haven’t talked about Social Media and SEO in almost two years, I thought it might be time to revisit the topic. Even though Google changes their algorithms often enough to drive a marketer crazy, one ranking factor that has remained unchanged is that consistently publishing relevant content is rewarded with better than average […]

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Posted in: Marketing

Customer Service Has Always Been Social

June 11, 2014
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With the evolution business, social media is the place where many of the customer service scenarios play out. Inquiries come faster and from so many directions, but when organizations plan for this and create an internal service mindset, the results can be beneficial to customers and companies alike. Nurturing the relationships and enhancing the customer experience, with the organization as a whole, is critical. Join us in a discussion about Customer Service and Social Media on June 11th at 1pm ET on #SMChat

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