Convince & Convert

FEBRUARY 24, 2010

Southwest Airlines has to coordinate its marketing and customer service response, in real-time, create its own content on its blog and Twitter account, while also dealing with the media jackals. Is today the day you start integrating social media with marketing and customer service? Now, he tweeted it to his 1.6

Conference 116

Conference Organization Paid Search Agency PR 116

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SEPTEMBER 7, 2010

Stratten writes: &# The space between the best services, often what a new customer receives and the worst experience is what I call the Experience Gap. I wonder how Stratten feels about companies servicing customers differently , based on their online influence? link] Social Media and The No-Brainer Customer Service Equation [.]

Social Media 115

Social Media Media Paid Search Agency Peer-to-peer 115

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FEBRUARY 19, 2010

link] Clinton Bonner Another #SXSW Accelerator company, this time covered by @jaybaer [link] –> @NutshellMail [link] 451 Heat New Email Service NutshellMail Simplifies Social Media [link] Would you use this service? This, I'll try.

Social Media 116

Social Media Media Paid Search Agency PR 116

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JULY 26, 2010

Way back in the early days of PitchEngine (like 2009), people thought we were crazy to offer our social media news release service for free. Sales reps from traditional PR distribution services were even quoted as saying, “there’s a reason it’s free.&# – implying that it doesn’t perform well.

Social Media 115

Social Media SEO Marketing Websites PR 115

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MAY 5, 2010

John & Partners , a full-service advertising and public relations firm, based in Jacksonville. .&# And Now For Something Completely Different But here’s where it gets interesting. In addition to being Chief Jane of JaneNation, Lisa is also the Cultural Strategist for St.

Social Media 127

Social Media Advertising Agencies Paid Search Agency Media 127

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MARCH 3, 2010

I emphasized that to remain relevant, agencies must differentiate themselves by providing advanced social media services, not just the basics. corporate expenditures on social media will increase by an AVERAGE of 34% a year , and that by 2012, as much will be spent on social media as on email marketing.

Social Media 122

Social Media Paid Search Agency Media Advertising Agencies 122

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SEPTEMBER 14, 2010

Other areas are improved Customer Service thru improved FCR and higher customer satisfaction, reducing costs anywhere between 15 to 40% through call deflection and predictive issue resolution management. You can also try it for free. You can also try it for free.

Social Media 124

Social Media Work Management Marketing Management Media 124

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APRIL 28, 2010

In Search of Mass Influencers In a fascinating new Forrester Research study about online peer influence, Augie Ray and Josh Bernoff determine that consumers generated more than 500 billion online impressions about products and services in 2009. population. It’s entirely possible she is a Mass Influencer.

Social Media 150

Social Media Media Webinar Metrics Marketing & Strategy 150

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MARCH 23, 2010

I think first-time bloggers get enamored with the concept of “design.&# reading this article makes me feel the need to change my blog service, be better. This is really really helpful, especially for an aspiring blogger like me. They may not realize that personality and function come first. 5 ways to fix it.

Social Media 120

Social Media Media Webinar Metrics Marketing & Strategy 120

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AUGUST 10, 2010

Last week, I interviewed three men that are helping create an all-new field of marketing and customer service – the emerging discipline of influence mining. We get emails in our customer service department from people wondering why their Klout score didn’t instantly jump 15 points when they were retweeted by Robert Scoble.

Paid Content 135

Paid Content CRM Paid Search Agency Social Media 135

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JULY 6, 2010

By transparent, I mean keep it real and no lip service. Let social media promote your corporate social responsibility – [link] [link] Jam Morgan I enjoyed reading the post. Its really very helpful for one providing social media marketing services. Thanks for sharing. Im Jay Baer.

Social Media 139

Social Media Media Webinar Metrics Paid Search Agency 139

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JULY 15, 2010

It can get complex depending on the size of your social media program, but here are some tips to help make sure you’re managing social operations appropriately: If you are blogging, create an editorial calendar. Strategic planning and execution, say following an outline like the one you shared (thanks!)

Social Media 142

Social Media Paid Content Media Act-On 142

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MAY 27, 2010

Swix Adds Facebook Tracking Speaking of Facebook, our friends at Swix , the incredibly nifty Canadian social media tracking and reporting service, have managed to wade through the ever-shifting tides and add Facebook fan page metrics.

Paid Search Agency 124

Paid Search Agency Social Media PR Advertising Agencies 124

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JUNE 7, 2010

Released today (I was given a free, preview copy), Delivering Happiness chronicles the rise of Zappos from a half-baked notion to multi-billion dollar pinnacle of high touch customer service. The book is presented in three sections.

Social Media 119

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JUNE 24, 2010

There's “bad&# advertisements and “bad&# uses of social media as well… Maybe you'd call it human marketing or even personality marketing, but the concept is really simple. Consumers learn to trust a human, and then they trust the info the human delivers on a product or service. Any thoughts? Any thoughts?

Social Media 122

Social Media Paid Content Media Webinar Metrics 122

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AUGUST 11, 2010

I will continue to have the same clients, and perform the same social media strategic planning and coaching services that I do today. I'm connected with quite a few Indiana bloggers and they are all terrific. Interesting to hear your reaction to AZ vs. IN bloggers. The blog will remain the same.

Social Media 116

Social Media Media Webinar Metrics Marketing & Strategy 116

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MARCH 25, 2010

For now, the service is free, so if you’re interested, sign up soon. Mr. Lake told me that beta customers are likely to receive a discount when Swix switches over to a monthly fee service. They’ve only been around approximately 8 weeks, and they already have thousands of customers. I’m a big fan of these guys.

Social Media 117

Social Media Media Webinar Metrics Marketing & Strategy 117

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JUNE 22, 2010

You often are buying in part because of the service and personnel of the company in question. For whom is it more important to have a humanizing social media presence? telegraph service). That's where I think you hit the nail on the head in your second paragraph: social media has tremendous “potential&#.

Social Media 132

Social Media Media Paid Search Agency Budget Programs 132

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FEBRUARY 23, 2010

there’s a schism coming in social media between companies using it for marketing, and companies using it for customer service and CRM. But, if one of your followers tweets and asks you to solve a customer service problem, and you answer back, you’re engaged in a customer retention event.

Social Media 118

Social Media Webinar Metrics Media Marketing & Strategy 118

Convince & Convert

MAY 11, 2010

After all, why would they even be coming to your Web site unless they had questions about your product or service? I would also make a point to solicit input from customer service and sales teams, as they have more day-to-day interaction with fence-sitters. Now you’re using social media to its full advantage. I think not.

FAQ 139

FAQ Top of Funnel Paid Search Agency Social Media 139

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SEPTEMBER 21, 2010

Social media can enable conversations and participation but the real value comes from what we do with those conversations. This is particularly true if your social media strategy is integrated into your entire organization. “Social media is not about Facebook or MySpace or Flickr or Twitter or blogs or YouTube.&#

Social Media 152

Social Media Media Webinar Metrics Paid Search Agency 152

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JULY 28, 2010

Here are some tips to help you uncover the transactional or informational rough edges that you can smooth using the sandpaper of good, relevant content: Ask your customer service team. Call your own customer service department. Helpfulness is synonymous with service. Helpfulness is synonymous with service.

Social Media 151

Social Media Media Webinar Metrics Marketing & Strategy 151

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APRIL 14, 2010

Geek Squad makes its living providing technology configuration and repair services, via BestBuy stores everywhere. They aren’t trying to sell you services – at least not at that point – they are being helpful. Social Media Success = Find a Way to Remove Friction Start today by conducting a Helpfulness Audit for your company.

Social Media 130

Social Media Media Paid Search Agency CAN-SPAM 130

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SEPTEMBER 20, 2010

And more… There is enough primary data within this report to help smart marketers be very actionable when it comes to sharpening their social media plans/focus or to help ease the entry into the social media waters. What % are you sharing with me? Your UNION, P.U.B., and its members (Lijit). What % are you sharing with me?

Social Media 150

Social Media Media Webinar Metrics Marketing & Strategy 150

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APRIL 1, 2010

It’s a good mix of coach-speak, highlights, community service footage, and cheerleader features. It's important to make sure the interests and activities of social media are connected at the core of the company, to their advertising to their marketing and even to their customer service. So, I peeked at YouTube.

Social Media 121

Social Media Paid Search Agency Media Advertising Agencies 121

Convince & Convert

APRIL 15, 2010

To be on the same list (much less on top) with bloggers for whom I have tremendous respect and admiration ( Valeria Maltoni , Lee Odden , David Meerman Scott , and many others) is a real affirmation for what I’m trying to do. Your potential customers have questions about your company, your products, your services, your competitors.

Paid Content 125

Paid Content Content Marketing Paid Search Agency Planning 125

Convince & Convert

JULY 13, 2010

She develops and supervises strategic communications programs for major companies in professional and financial services, with a particular emphasis on the legal, consulting and insurance industries. Oh, and for those that think that “blogger outreach” counts as social exposure for your staff, don’t kid yourself.

Social Media 140

Social Media Media PR Webinar Metrics 140

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JUNE 2, 2010

Let me hear about it: View Comments | Subscribe To This Blog | Sign Up For Our Newsletter Share This Post: Similar Posts That You Might Enjoy: 4 Detective Tricks to Find Your Customers in Social Media Is Social Conversation a Myth? .&# Interesting times, for sure. link] Matthew Dutile Really great thoughts.

Social Media 135

Social Media Media Curation Webinar Metrics 135

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AUGUST 31, 2010

Yet, Mitch doesn’t see it happening in social media. Some Bloggers respond to the comments and some don’t. I have tremendous respect for blogger that are not too busy to at least acknowledge comments with a simple “thank you.&# He writes: There is not much conversation going on at all.

Conversion 116

Conversion Paid Search Agency Social Media Advertising Agencies 116

Convince & Convert

APRIL 6, 2010

It’s an example of an industry with poor understanding of taxonomy – the words and phrases used to describe products and services. Taxonomy is incredibly important in social media because it’s the most direct link between the worlds of social and search marketing.

Paid Content 146

Paid Content Ad Building Brand Identity Branding 146

Convince & Convert

APRIL 13, 2010

link] Rachel Edelstein I had a manager at “The Nature Company&# who had the best customer service advice that I have ever gotten. link] Rachel Edelstein I had a manager at “The Nature Company&# who had the best customer service advice that I have ever gotten.

Social Media 113

Social Media Media Webinar Metrics Paid Search Agency 113

Convince & Convert

MAY 20, 2010

Coca-Cola just took me on a free trip to Shanghai with 22 other bloggers from Australia and Asia. They don't know really what to do with us or how to handle social media but they know they need to get involved. link] [link] Get In The Hot Spot Super interesting, thank you! We must set out with intention.

Social Media 117

Social Media Webinar Metrics Media Paid Search Agency 117

Convince & Convert

SEPTEMBER 21, 2010

[link] malmy (Michael Malmrose) Twitter Comment Here’s a good read on developing a social media strategy in 7 steps: [link to post] – Posted using Chat Catcher [link] Production Video Services Well, I must say…I found this blog post via Twitter. A concept more and more big businesses need to start thinking about.

Social Media 168

Social Media Media Webinar Metrics Marketing & Strategy 168

Convince & Convert

MAY 26, 2010

Place making social media (Foursquare, Gowalla, et al) will continue to gain traction over the next 18 months. These services are in many ways would Twitter was originally, with another layer of loyalty and rewards built in. The reviews business will be transformed by geo-location.

Social Media 136

Social Media Media Paid Search Agency Video Marketing 136

Convince & Convert

SEPTEMBER 21, 2010

And that’s how I pick the right social media monitoring tool for the job. Any factors you look for or service you use that I didn’t mention? Bonus: My list of social media monitoring tools that I collect to share with others and test myself. Some huge brands should consider using several premiere services. What about you?

Social Media 158

Social Media Media Paid Content Work Management 158

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FEBRUARY 25, 2010

Integrate Marketing and Customer Service After Christmas I had to return an electronic item from ThinkGeek that had stopped working. William, the Customer Service representative I chatted with saw my mailing address and mentioned the Noah’s Flood-type deluge the weather channels were predicting for us in Arizona that weekend.

Social Media 117

Social Media Media Webinar Metrics Marketing & Strategy 117

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SEPTEMBER 20, 2010

42% learn about products and services via Twitter. 41% provide opinions about products/services. Brand Interaction is a Major Part of Life on Twitter In addition to following brands, Twitter users research and engage with companies. 19% seek customer support.

Social Media 161

Social Media Media Stats Statistics 161