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How Twitter Amplifies a Customer Attack

Paul Gillin

The following is an excerpt for the forthcoming book, Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim , by Paul Gillin and Greg Gianforte. Were he speaking it today, he might refer instead to Twitter. Twitter is the enigma of social networks. How does a service with so little going for it create so damn much trouble? The hash tag (#), which was created by the Twitter community to help bring order to the service’s inherent chaos, has become one of the Internet’s most powerful organizing and amplification tools.

Delighting People in 140 Characters: An Inside Look at JetBlue's Customer Service Success


You may not have very high expectations for most large companies , but JetBlue has done a great job differentiating themselves on Twitter by finding clever ways to exceed our expectations. "We We call ourselves a customer service company that happens to fly planes," Laurie Meacham says. How JetBlue Uses Twitter for Customer Service. JetBlue No big deal!

The 2011 #Nifty50 Top Twitter Men Reprise


Today, Tom Pick ( @TomPick ), Online Marketing Executive at KC Associates , who blogs at his award winning B2B Webbiquity , and I ( @ckburgess – Blue Focus Marketing @BlueFocus360 ) present 50 remarkable men on our 2011 #Nifty50 Top Twitter Men list. These men are indeed using Twitter to rewire and reorient the Web. Today, Twitter posts 50 million tweets per day. Adam L.

Is social media effective for B2B lead generation?

Sales Lead Insights

I’m probably biased, but I believe the primary objective of business-to-business marketing is driving sales of the company’s products and services. Other B2B companies try to skip the leads-to-salespeople-to-sales process, instead encouraging prospective customers to initiate purchases themselves from print or online catalogs and/or via order forms, e-commerce sites, phone calls or purchase orders. Yet many of these same companies eventually come to the realization that not every prospective customer is ready to buy now. about a survey they recently conducted.

Social media strategy leaders: Kerry Gallagher


I graduated from college in 2009 and found myself in a tough economic environment. The listening work helped my clients understand who their customers were, what people were looking for from them and where people were talking. How has social media influenced the customer experience at Citizens? Each day we talk to our customers and prospects on social. Welcome Kerry!

NYC Sanitation, Scotch Tape & More: 10 Companies With Unexpectedly Good Twitter Content


I had to prove why something like Twitter was actually of any use in this industry, and explain how we would leverage it to promote our company. The people we want to reach aren’t on Twitter.”. Some continue to automatically push content to Twitter directly from Facebook -- a big no-no in social media automation -- while others start an account, only to abandon it a few weeks later.

B2B Email Marketing: Interview with Stephanie Miller

Sales Lead Insights

Stephanie describes herself as a customer advocate who, through her work with email performance company Return Path , helps marketers reach the inbox and connect with prospects and customers via email and social marketing. This study tracks with Return Path’s Deliverability Benchmark Report on the first half of 2009, which is based on the data Return Path manages for ISPs and corporate system administrators. Use a service like Return Path, directly or via your ESP. Treat prospects differently from customers. Again, customize. Yikes! Yes and yes.

50 (of the) Best Twitter Guides, Stats, Tips and Tools of 2010 (So Far)


While a dwindling number of business executives still dismiss Twitter as a waste of time, recent research suggests it is one of the most valuable social networks for business. Awareness of Twitter has exploded; 87% of Americans said they were “familiar with” Twitter in a poll taken earlier this year, versus just 5% in 2008 and 26% in 2009. How popular is Twitter?

2011 #Nifty50 Top Twitter Men

Blue Focus Marketing

Today, Tom Pick ( @TomPick ), Online Marketing Executive at KC Associates , who blogs at his award winning B2B Webbiquity , and I ( @ckburgess – Blue Focus Marketing @BlueFocus360 ) present 50 remarkable men on our 2011 #Nifty50 Top Twitter Men list. These men are indeed using Twitter to rewire and reorient the Web. Today, Twitter posts 50 million tweets per day. Adam L.

Twitter and Customer Service - Potential PR Nightmare

Anything Goes Marketing

Your company may have just started down the path of using Twitter as another communication channel. (If You may use it to highlight upcoming events, press releases and product/service updates. The question that you may be grappling with is this: How should Twitter be used for customer service? Respond to the twitterer directly. email, phone, Twitter etc.)

Get the Most Out of Twitter Hashtags

delicious b2bmarketing

Top Topics Twitter YouTube Facebook iPhone Google Video Google Buzz Social media MARKETING Business Advertise Network Blippr iPhone App Mashable France MashDeck Twitter App Mobile Site Social Media Events Twitter Guide Book Facebook Guide Book Partners App Development WordPress Experts MaxCDN Content Delivery Dynect Managed DNS OpenX Rackspace Hosting ConVerdge Communities About Us Submit a Tip! One of the most complex features of Twitter for new users to understand is the hashtag , a topic with a hash symbol (“#&# ) at the start to identify it. If you a.

@fearlesscomp congratulates the Nifty 50 Men of Twitter

Fearless Competitor

The Nifty50 Men of Twitter. Cheryl Burgess of BlueFocus360 and Tom Pick of KC Associates (both good friends of the Fearless Competitor , President of the B2B lead generation consultancy, Find New Customers ) recently announced the Nifty 50 men of Twitter on the Blue Focus Marketing Blog. And I also strongly suggest you check out the Nifty50 Women of Twitter too. Cheryl.

Definitions for 34 Twitter Terms You Were Too Embarrassed to Ask About


This morning, when I scanned my Twitter feed, I did a few MTs and PRTs, asked a follower to TMB, and was left SMH at some trolls I found, so I said BFN to Twitter. Twitter’s been busy since its first tweet in March 2006 , as it recently filed for an IPO and has boasted over 50 million tweets per day. Twitter Terminology Defined. It''s a Twitter-ized version of "peeps.".

Are You Creating Necessary Content?

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Take a few minutes and do an inventory of the content you send to your customers and prospects.    I'm not talking about the information you create that talks about your products and services.    In this case, look at the type of information you distribute that educates your customers and positions you as an expert resource. In addition, is the information necessary for your customers' growth?  Listen to your customers. By doing that, you'll attract and retain customers who, when ready to buy, will think of you. 

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Six Steps to Content Marketing Execution Success

Junta 42

What is the intersection between your expertise and the informational needs of your audience (your customers)? Your secret sauce should be very relevant to your product and service offerings.  Use Twitter Search , Google Alerts and other social media tools to listen to what your customers are struggling with.  Ask yourself this: "If you don't understand what your customers are struggling with, then how can you solve their problems?" "  "We should do a custom magazine." Attitude. Approach. Goals. Strategy.

Social Media and Customer Service

PR Meets Marketing

I noticed this series of tweets with Chris Heuer, Social media Club Founder , on Twitter the last couple of days. The purpose of this post is to solely highlight the increased use of social media for sales, customer service, and customer feedback. Now back to where I was headed =) In the past, most of these sales and customer support activities were done out of the public eye either through customer advisory boards, email customers surveys and other communications methods. I strongly believe that a corporation should have a corporate brand.

Eight years of top business brands on Twitter and their First Tweets

Earnest about B2B

Which businesses were early adopters on Twitter? Today, Twitter is celebrating its 8th birthday. To celebrate, Twitter has created the #firsttweet tool - taking users down memory lane and giving us a chance to see the first piece of wisdom we shared with the world. When did they set up on twitter? BT Global Services. @bt_gs. Date set up: 26 Feb 2009. bt_gs.

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Crunchy, salty, nutritious news & views on B2B marketing for technology companies | Velocity - the B2B marketing acceleration agency for technology companies

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So click here to find out whether they changed my mind… Read more… Stan Woods | June 16th, 2009 | one comment The Content Marketing Workbook It’s here. Read more… Doug Kessler | June 11th, 2009 | 3 comments Choose your patients carefully The most respected surgeons in the world have the best survival rates. Here’s why B2B marketers should do the same thing… Read more… Doug Kessler | June 8th, 2009 | no comments Featured post The Content Marketing Workbook It’s here. Case studies and customer testimonials. World&#.

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Dreamforce 2009: Using Twitter Effectively for Marketing and Sales

Modern B2B Marketing

Tricia narrated the event and Rasmus gave a demo of Salesforce for Twitter. In the demo, we learned that while Salesforce for Twitter is part of Support Cloud 2 , it should be an important part of your marketing toolkit. Outside of the demo, the session focused on two main points about social media : Know your purpose – know how and why you are going to use Twitter.

All social media sites should offer profit sharing and ad revenue


There is no reason why the executives at Facebook and Twitter couldn’t offer ad revenue share to their users in much the same way that Google offers AdSense revenue share to their users — and not only corporate and elite members but to everyone who opts in and is willing to sign up and jump through whatever hoops. What an incentive that would be on FB and Twitter, right?

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ClickInsights: What was your "Aha" moment in 2009? - Part 2

Connect the Docs

I have invited our Panel of B2B Marketing Experts to reflect on 2009 and answer the following question: What was your aha moment in 2009 ? Get Customers. B2B Lead Generation Benchmark Study 2009. Blog Marketing Interactions Twitter Ardath421. Twitter Search can reveal top-of-mind concerns and perspectives for specific topics. "Twitter! Blogs.

4 Ways to be a Better B2B Twitterer


There's a tremendous amount of interest in Twitter among b2b marketers. First, in How to score the coveted retweet , Reid Carr offers some concise but helpful advice on forming relationships on Twitter and producing content worthy of being retweeted—endorsed and passed along by other twitterers to their followers. Finally, Twitter is a tool for building relationships.


E-Quip Blog: Where Are the Service Leaders?


Where Are the Service Leaders? In my last post I mentioned a survey conducted for my previous employer that failed to identify a leader among our competitors in providing great client service. Instead, clients pointed to individuals within those firms who exemplified service excellence. Perhaps theyre unconvinced that great service is an effective differentiator. said.

Research shows small business owners struggle with Twitter

grow - Practical Marketing Solutions

The latest research report from shows that small business owners are still trying to figure out Twitter … but those who do are seeing an advantage. The expansive report covering 1,711 small business decision makers showed that of all the social media channels, Twitter was the least-used. Encourage, and carefully tend, online reviews of company products or services.

Best of 2009: Social Media Marketing, Part 1


Traditional ROI measures fail to take into account the search value of social media engagement, as well as the value of the customer service and product enhancements that social listening and interaction can provide. Rick Burnes notes that without a strong content strategy to back up social media efforts, marketers risk the “all hat, no cattle&# syndrome: lots of attention on Twitter and Facebook, but no compelling content to back it up and turn the curious into the converted. 8 Excellent Tools to Extract Insights from Twitter Streams by Social Media Today.

Twitter as super hero

grow - Practical Marketing Solutions

My friend Dr. Jerri Yates passed this story along illustrating the amazing power of Twitter. In this Twitter as hero tale, the star is blogger Heather Armstrong , who purchased a new washing machine to keep up with the diapers of her propitiously-pooping newborn. A) It’s where your customers are (and that includes B2B, too mister!) The brand-new $1,300 machine didn’t work.

B2B Search Marketing: 5 Must-Read Tips - Online Marketing Blog

delicious b2bmarketing

Home About Resources Archives Subscribe Consulting Contact 5 Must-Read Tips for B2B Search Marketing Comments | Posted by Michelle Bowles on Dec 4th, 2009 in B2B , SEO , SEO Tips [Note from Lee: A few weeks ago, Michelle wrote a great post on Retail SEO tips and this week, Ive asked her to tackle B2B SEO and general search marketing tips, since one-size SEO does not fit all programs. Enjoy!]

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3 Business tips to make the second half of your 2016 count

grow - Practical Marketing Solutions

Recently I met a Twitter friend in real-life who said she experienced trouble talking to people with vastly different world views. Back then, we’re talking the prehistoric 2009 era, I proudly branded myself as a Pro-Blogger because blogging was my major money maker. I sold services, coaching and e-books through my posts and thought it would last for-ever. The price? I did, too.

Service Economics in a "Something Failed to Go Right" World

Digital Body Language

I don’t think I’ve been to a conference lately that didn’t have a mention of Twitter and its effect on service teams everywhere. Frank Eliason from Comcast, Tony Hsieh from Zappos, and their teams, as well as a number of other great examples are shown as the “new way” of providing customer service. Let’s look at the math. Where will this budget come from?

Is Twitter the Next Channel for Contact Centers?

Buzz Marketing for Technology

With legions of Twitter-ers on staff - 432 to be exact - Zappos make customer service look: easy, decentralized, and inexpensive. But that begs the question - what impact will Twitter have on today’s customer contact centers? Maybe not – but a certainly a portion of Contact Center experts can and should be trained in responding real time with Twitter.


Best Twitter Tips, Tools and Tactics of 2009, Part 1


What are the four stages of Twitter enlightenment? How important is Twitter for business? How exactly did Dell generate so much revenue by Twittering? What are the “secrets&# of top corporate Twitterers? Learn the answers to these questions and others here in more of the best blog posts and articles from last year on Twitter techniques, tools and tactics. Sanity check: The four stages of a typical Twitter user by TechRepublic. A Twitter Marketing Sanity Check by iMedia Connection. Yes, another Twitter “sanity check.&#


102 Compelling Social Media and Online Marketing Stats and Facts for 2012 (and 2013)


Marketers believe the highest consumer priorities on social media are insights for buying decisions (59%) and customer service (58%). B2B buyers are most likely to share useful vendor content via email (79%), followed by LinkedIn (53%), Twitter (39%) and Facebook (18%). companies have integrated social media with their customer service, sales, or product development processes.

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Does the social web primarily benefit service companies?

grow - Practical Marketing Solutions

John and I have had an on-going dialogue about the evolution of socal media and one of his recent comments caught my attention: The people benefiting most from Twitter right now are obviously in the information businesses. 3) It also implies the importance of doing a customer audit as part of that strategy development. Are your customers online? If so, where? If not, why not?

Best of 2009 (So Far): Twitter Tips and Tactics, Part 2


What are the four stages of Twitter enlightenment? How important is Twitter for business? How exactly did Dell generate so much revenue by Twittering? What are the "secrets" of top corporate Twitterers? Learn the answers to these questions and others here in more of the best blog posts and articles from last year on Twitter techniques, tools and tactics.


E-Quip Blog: Does Service Excellence Pay?


Does Service Excellence Pay? Ive long been a passionate advocate for the value of delivering exceptional client service. My research and experience lead me to believe that service excellence is the best differentiation strategy available to the average A/E firm. A passion for service excellence is hardly common in our industry. Share to Twitter Share to Facebook.

The Social Media MBA: Part 8: Social Media, Customer Service, and Branding

WindMill Networking

Why don’t more brands engage with social media for customer service? Each term I teach my introductory course in social media marketing , students always bring up the topic of social media use for customer service functions and the risks associated with incorrect implementation. TOPIC: Social Media Customer Service and Branding.

Companies, Do You Want Continuing Revenues? Help a Customer Out

Marketing Edge

I recently had a situation with Comcast during a tech call, the rep noticed that my package of services qualified for a lower rate and offered it up. When the customer knows the company is looking out for his or her best interest, that’s called trust. Tags: social media Shel Israel Twitter Twitterville Time 29:58. The short answer is be generous. Personal Background. Schmaltzy?,