Category Archive for: ‘Customer care’

Social Media and Customer Experience Management

Social Media is widely used in businesses for all kinds of aspects. It typically starts on the marketing side to spread the word and get fast customer feedback. The experience with the customer feedback often times triggers new ideas in market research and Social Media becomes an interesting real time market research instrument. Service And Support The other aspect of …

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Creating a Social Media Strategy Handbook

95% of the customers had a choice when they purchased the product or service in the first place, they had a reason for their selection. The single most successful way to use social media is empowering customers to share that reason and turn it into recommendations. The single biggest challenge: make it actually happen. The Social Media Strategy Handbook It …

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Over 70% of Social Media initiatives FAIL

Here is what happens: Customer: We need to get our number of fans up, some more follower and some really hot buzz campaign. We need some agency who can really deliver. Agency: We can do that for you. We have people who setup your presence, tweet for you and do some blogging. We upload a few photos and take care …

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Top 15 Social Media Rules for Business Leader

Rule #1 Connections If you hate to read about people walking their dog, eating pizza or making you rich in 3 weeks: You are connected with, or are following the wrong people. What you read is who you connected with Rule #2 Time Management If you are not sure how much time you should spend in social networks? Don’t spend …

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Comcast CEO about company culture change

While this is from 2009 it tells an interesting story about how a CEO pretends that Social Media changed the face of Comcast. Sadly Comcast could never got to a point where the positive front end was igniting more change in the back end of the company. A pattern we see in many very early engaged companies who never actually …

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Social Media Time Management – Stunning Effects – Part I

How can you build a trusted network  without spending hours and hours each day? How is it possible that some high ranking executives from Billion Dollar companies spend time in the social web while somebody working in the trenches cannot? Why chose other executives with equally big organizations to not participate at all – still wondering why they are just …

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How to get executives fully comprehend Social Media?

I guess you all rationalized that Social Media projects are typically difficult to close and painful to execute if executives are not well aware of the impact of Social Media to their business. The single biggest problem is that most executives do not speak your language. Getting your or your client’s executives to understand Social Media has become for many …

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A Social Media Strategy is like Sex – those who have it don’t brag about it

My friend Bob Thompson wrote an intriguing post about the status of Social Media, which in turn sparked this post. Basically those companies who have a brilliant social media strategy don’t brag about it. And the reason is simple: Why should you share some of your most significant competitive advantages. As many of you know, I’m involved in several of …

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Preparing for virtual events

Virtual events offer huge advantages over physical events Here are a series of tips to consider when attending an event as exhibitor.   Conversations In a way virtual events are no different than your day to day conversations in Twitter, Facebook or any of the other social networks and communities. The only difference – it happens during a few hours …

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LinkedIn – not really a social network anymore

Social networks like Facebook, Twitter, lately Google Plus have rapidly evolved over the past few years. Online interaction took center stage and having a profile is only a commodity. LinkedIn developed into a different direction. groups degraded to cheap classified add boards, question and answers were basically replaced by the likes of Quora and Focus and the actual "conversation" circles …

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