It’s hard to believe that #SMCHAT is 5-years old this week. We started as a spin-off of #INNOCHAT in April 2009, borrowing their unique, in-depth analytical view of topics and Q&A format, but focused on social media in general, rather than innovation practice. From there, the community has evolved in unique ways. We were […]
“Content, content, content!” Content is King, they say. We listened and we produced, many of us aimlessly. Now its 2014 and it is time for us (marketers) to begin answering the harder questions. “Why are we on social?” “Why should our customers care?” Join Merlin U Ward discussing social media strategy. We’ll pull back the curtain […]
Over on the sourcepov blog, I’ve just started a series on Social Capital. There I frame the concept a bit in the context of community engagement and leadership. I’ll share the definition I used there; does it resonate in the Social Change context ..? When we engage in a real way, we’re building social capital […]
#SMCHAT is a Twitter Community that explores social media “one level down” … asking questions that spider out from the core inquiry: ‘what is possible with social media?’ Whether we’re talking about Marketing practice, nuances of Customer Service, or recent advances in Mobility, we’ll challenge our understanding of what social media can help us achieve. […]
The performing arts are about change and evolution. But why is there such a resistance to letting social media in? Diablo Ballet, a professional dance company in the San Francisco Bay Area, has found that social media is not only a way to gain recognition, but also a way to make dance accessible. The classical […]
Customer Service and Social Media are a powerful combination. However, many organizations focus on the marketing aspect of social media and overlook the inclusion of their customer service departments. When than happens, it is only a matter of time before it becomes publicly apparent...during #SMchat at 1pm ET on April 11th, we will discuss the evolution of customer service as it is combined with social media.
Customer Service isn't just a department. It's a mindset. Hopefully, it's the mindset of the organization, not just the people providing front-line customer service. I really appreciate the quote from Mark Cuban, "It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship." We're going to discuss 4 questions that will offer some insight into how you can fix some thing before it's broken, resulting in better service for your customers.
I have always expected people who truly understand social media to also get sustainability. The two, in my mind, are based upon the same principles: being sustainable is not as simple as using low energy light bulbs, just as having a social media strategy is not a simple case of opening a Twitter account. © […]
Join us each WEDS 1pET
week1 MOBILITY @autom8
week2 CUSTSRV @ambercleveland
week3 MKTG @sharonmostyn
week4 SOCIALCHG @sourcepov
JAN-29 "Strategy Before Content w/ Social Media" @merlinuward
JAN-22 SOCIALCHG "Messaging"
OCT-30 "How Will Story and SM Change the World?" @MarketingVeep
JUL-31 "Wearable TECH" @autom8
JUL-24 "What is SOCIALCHG?"
JUN-12 CSRV MKTG Welcome #USGUYSCHAT
MAY-22 TECH Big Data @autom8
MAR-13 tweet tracking via @HashTracking begins
APR-24 "GALA Reunion Chat"
JAN-30 TECH "Sands of Context"
JAN-23 SCHG "What is Possible?"
JAN-09 "SM and the Arts"
AUG-22 "Collab in the Social Enterprise"
JUN-20 MKTG "Measurement Vendors"
MAY-30 "Bus Model Innov" w/ @skap5
APR 11 CSRV "Evolution"
MAR 28 SCHG "Building a Movement"
MAR 21 MKTG "Blogs"
MAR 14 CSRV "Fix It Before It's Broken"
MAR 07 MOB Mobility (debut)
FEB 29 BIZ "Waiting for E2.0"
FEB-22 SCHG Re-Launch
FEB-15 MKTG "SoMoLo"
FEB-01 "Chat Chemistry"
JAN-04 "Story in SM"
DEC-21 MKTG "2012 Futures"
DEC-07 TECH "5 Stages of SM Maturity"
NOV-02 TECH "Why SM? 8 Capabilities"
OCT-26 SCHG "Return of NFP Makeover"
OCT-19 MKTG "Higher Ed"
OCT-12 CSRV "Ready to Serve?"
OCT-05 "New Faces of FaceBook"
SEP-28 SCHG "NFP and Social"
SEP-21 MKTG "Book Publishing"
SEP-07 TECH "Social Mobility"
AUG-31 MKTG Viral Mktg w/ MattFreedman
AUG-24 SCHG "NFP Business Models"
AUG-17 MKTG "Google Buys Motorola"
AUG-10 CSRV w/ Marsha Collier
AUG-03 TECH "How G+ UX"
JUL-27 SCHG "Sustainabilit"y
JUL-20 MKTG "5 Stages of SM Adoption"
JUL-13 CSRV "Legacy Thinking"
JUL-06 TECH "Google+"
JUN-29 Digital Footprint
JUN-22 Social Overload
JUN-15 MKTG "Building Community"
JUN-08 CSRV "Are your Customers Irked??
APR-30 New SMCHAT framing site launches on WordPress
Q1 APR-22 "Social Media's Value Proposition" #SMCHAT PREMIERES
Q2 “Collaboration drivers”
Q3 “Twitter: online/real-time chat?”
Q4 “Twitter: SME collaboration?”
Q5 “Stickiness & aggregation factors: NING?”
Q6 “SME credentials & tagging”
Q8 “Knowledge co-creation”
Q9 “Twitter as Paradigm shift?”
Q11 “Intellectual Property” #IP20
Q12 “Online communities”
Q13 “Knowledge Networks”
Q14 “Google's SM play”
Q15 AUG-05 “Can we measure SM ROI?”
Q16 AUG-12 “Corporate Culture”
Q17 AUG-19 “Web 2.0 Principles”
Q17RM AUG-26 “Fundamentals Remix” w/ @ajmunn http://alasdairmunn.com/?p=708
Q18 SEP-09 “Agility in SM” w/ @jkloren http://ow.ly/nDNP
Q19 SEP-16 “What is your SM plan?” w/ @ajmunn
Q20 Sep-23 “Web 3.0” w/ @bpluskowski http://bit.ly/smcQ20
Q61 SEP-01 "Value in 2.0 Relationships" w/ @sourcepov
Q63 SEP-15 "+Conversion w/o Breaking the Bank" w/ guest @amyafrica
Q64 SEP-22 "Twitter Influence" w/ @blogbrevity
Q66 OCT-06 “Behavior by SM Channel” w/ guest @inspiredtrain
Q67 OCT-13 “Brand Building” w/ @sharonmostyn
Q70 NOV-03 “SM and Election 2010”
Q71 NOV-10 “Employee Engagement” w/ @SMSJOE
Q72 NOV-17 “Facebook Email (Titan)” w/ @sharonmostyn
Q78 DEC-15 "Twitter as Paradigm Change" w/ guest @pistachio
Q79 DEC-22 "SM for Artists" w/ @blogbrevity
JAN-05 Twitter Trends 2010-11 w/ @SMSJOE
JAN-12 Senge on Learning Orgs w/ @sourcepov
JAN-26 2011: Year of Integration w/ @heidicohen
MAY-31 Grabbing Twitter by the Tail
MAY-25 Critical Thinking in 140c
MAY-18 MKTG Marketing Content
MAY-11 CSRV Making it Work
MAY-04 MindMaps Re-mixed
APR-27 Smchat at 2