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Posts Tagged ‘customer service’

Weekly Link Round Up – 05-13-11

Friday, May 13th, 2011

6 Tips for Starting an Online Community (SocialMediaExaminer.com)

Building an online community is the cornerstone of social media marketing. Starting out can be a daunting task though, especially when it comes to keeping the conversation going. By knowing your audience and catering to what they want, you can create a strong community from the ground up.

Creative Content that Converts (SocialMediaToday.com)

“Uninspired web content is no different than a disgruntled receptionist who turns people off from your business or brand.” Just like managing a storefront or reception desk, you need to develop your content in a way that draws people in and answers what they need in order to make the sale.

How to Plan and Write a Blog Post to go Viral (SocialMouths.com)

While viral posts seem to come out of nowhere, you can actually study your blog’s audience and find out what kind of post can create a similar kind of reaction. By learning what elements it takes to make popular content, you’ll know well enough how to create work that will create buzz and hopefully go viral, too.

Invite Your Customers onto Twitter (ChrisBrogan.com)

An online community is hard to start up if your customers aren’t there in the first place. If you’re managing the community on Twitter, it helps to encourage your visitors and customers to join up and follow the conversation.

Manage Your Facebook Page Like Vin Diesel (idaconcpts.com)

Surprisingly, Vin Diesel offers an interesting take on managing the community that follows him on his Facebook page. While social media marketing has been associated more often with Justin Bieber or Lady Gaga, Vin Diesel proves the strength of his own brand of social media by listening to his followers and providing honest feeds.

Weekly Link Round Up – 04-15-11

Friday, April 15th, 2011

How Benefit Cosmetics gave their customers a voice on Facebook (and won a Shorty Award) (BazaarVoice.com)

Benefit Cosmetics successfully leverages social media by going beyond brand to customer interaction. Through its Facebook page, the company collects user-generated content such as customer reviews which are directly placed on the product page of their website. By leveraging this, it has taken the sharing from brand-to-customer to friend-to-friend.

B2B Social Media Gets Intimate (ScottMonty.com)

While most of social media marketing is geared towards consumers, networking with other businesses as in a B2B model calls for a more intimate conversation. Private social networks and services such as Path, Beluga and GroupMe are examples of those geared towards companies working with this particular business model.

Do Social Customers Really Want a Relationship with Your Brand? (CollectiveIntellect.com)

There’s a difference between the passive liking of a brand and the active “Co-Creation” which allows businesses to tailor and scale their efforts. While not all customers seek to become good friends with your brand, businesses can analyze their ties to get a clear view on how their customers want to be engaged.

Blogosphere Trends + Effective Calls to Action (ProBlogger.net)

Creating effective calls to action can do well not only to translate views into sales, but also to push for more engagement within the community. Read on to see how blogosphere trends have utilized these effective calls to action.

Beyond Engagement: How to Find & Build Brand Ambassadors (Soshable.com)

Brand ambassadors aren’t just people who actively support your brand. These people help in the whole concept of engaging your audience. Whether they are people within the organization or outside of it, brand ambassadors are characterized by their passion which gets others to appreciate your brand as well.

Weekly Link Roundup (10-15-10)

Friday, October 15th, 2010

4 Ways Social Media Helped Gap’s Logo Disaster (blog.HubSpot.com)

In this case study, social media proved to be a helpful tool to understanding a brand’s audience and saving the company from deploying moves that would affect the brand negatively. Feedback on Gap’s redesigned logo showed that despite the design blunder, the company established a stronger rapport with customers.

Social Media Mission Control, The Contact Center Must Evolve #SocialSupport (Web-Strategist.com)

Thanks to social media, CRM technologies have begun to evolve, making the transition from traditional channels to social channels. Through the new social media contact centers businesses are looking into, companies are making the move to be where their clients are as opposed to waiting for them to come.

Mickey Mouse Waffles Matter: Answering Customer Questions You Can’t Anticipate (BazaarVoice.com)

Customers have unique requirements that sometimes website copy fails to address. Since most consumers go on the internet to research on products, social media can help businesses gain more exposure through actively answering customer queries.

Darren Rowse on Building Community on Your Blog (BlogWorld.com)

“The web is a place where people come to belong,” Darren Rowse says on creating success in social media. Highlights from his session on BlogWorld 2010 illustrate how a community can be built and maintained on a blog.

4 Ways to Foster Dialogue with Corporate Blogs (ComMetrics.com)

In contrast to traditional PR which pushes information at its audience, blogs and social media pull them in with relevant content. Engaging the audience can work even for corporate blogs as it is part of that art of blogging and adds beef to content.

Checking the Pulse

Wednesday, March 31st, 2010

Image by dvchrty99206

The rate and review sites, which are becoming so popular and gaining recent hype (Yelp.com, CitySearch.com, OpenTable.com) are causing business owners to get worked up over every little word. Understandably, they take the criticisms to heart, but is it really worth reading into everything?

Testing the waters using a consumer sentiment report and gauging overall opinions seems to be a better approach, which really is simply checking the pulse and finding out what people are saying…in general. It makes sense to be aware of what individuals are saying in case they need to be directly approached, but an overall sentiment appears to yield the same results and can benefit the marketing and social strategies more than taking the time to review every word and every criticism case by case.

So how do you do this?

 

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Social Media And Customer Service

Tuesday, March 16th, 2010

As companies continue to look for ways to save money, one area that is sure to go under review is customer service. While many would agree that customer service is one of the most important areas of a company because of the role they serve at the front lines, customer service is greatly under appreciated. It’s not he most glamorous role, but it is important.

 

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Relationships: Are You Making Time for Social Media?

Saturday, February 20th, 2010

It’s real, it’s here…slowly but surely you, me , and everyone else is buying into Social Media as a viable communication channel, networking tool, and marketing/sales platform. The realization isn’t happening all at once, but little by little, businesses and individuals are seeing other examples of success using Social Media, and they want to know how they can integrate it into their own marketing mix.

 

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Three Corporate Social Media Campaigns that Get It Right

Thursday, February 4th, 2010

Photo by PatrickSmithPhotography

There are plenty of companies out there that get involved in social media, but they use it solely as a channel to hock more of their goods, refusing to authentically connect with their audience and solve customer problems. I’ve sent off complaints and left angry public tweets about plenty of companies that were completely ignored.

But then there are good companies that actually care. They listen to customer feedback, help solve problems, address problems when something goes wrong, and build consumer trust by taking responsibility for their mistakes.

Here are three excellent examples to follow while you’re building your online presence and figuring out how to integrate social media in your company:

 

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