Paul Gillin

DECEMBER 18, 2012

Eleven months later, Attack of the Customers on sale on Amazon ! Several of the case studies in New Influencers involved customer attacks in the days when blogs were about all people had to work with. Most customer attacks don’t go viral, but they can be effective even without big numbers. Farming Out Customer Care.

Paid Search Agency 50

Paid Search Agency Word of Mouth Amazon Viral Marketing 50

Paul Gillin

AUGUST 29, 2012

This an excerpt from the opening chapter of Attack of the Customers: Why Critics Assault Brands Online and What You Can Do About It by Paul Gillin and Greg Gianforte. The thinner diapers addressed the number one complaint of diaper customers, which was bulk, while also reducing cost and environmental impact.

Paid Search Agency 50

Paid Search Agency Advertising Agencies Facebook Customer Satisfaction 50

Paul Gillin

JANUARY 25, 2011

Check out the new video Eric Schwartzman put together for our book about B2B social media marketing !

Video Marketing 50

Video Marketing Social Marketing Business Social Media 50

Paul Gillin

MARCH 22, 2022

By harnessing the power of data, AI can help companies better understand their customers and offer them tailored experiences that meet their needs. The study found that AI can be used to create customized experiences for users based on their individual preferences. There are many benefits to using AI for customer segmentation.

Marketing AI 50

Marketing AI Automation Customer Satisfaction User-Generated Content 50

Paul Gillin

DECEMBER 12, 2013

report reveals a startling disconnect between B2B companies and their customers that should give every marketer pause to reflect on his or her priorities. Altimeter’s Brian Solis: ‘It’s the Customer Experience, Stupid’ (Huffington Post). And he thinks any business can enchant its customers.

BtoB 50

BtoB Social Networks B2B Sales Network Marketing 50

Paul Gillin

JUNE 3, 2014

Despite ongoing allegations that even the biggest customer review sites are routinely manipulated by businesses and their detractors, 85% of consumers in one recent survey said they consult online reviews for recommendations of local businesses at least occasionally. People love online review sites even if they don’t always trust them.

Peer-to-peer 50

Peer-to-peer Social Networks Facebook Analysis 50

Paul Gillin

AUGUST 19, 2011

. “I try to get out of the office at least a couple of times a week and connect with the customers,&# he said. He ticks of the two factors that most influence customer loyalty: “Cleanliness is number one by far. Customer service is number two. Scott Wright has no choice but to know what makes customers happy.

Marketing Management 50

Marketing Management Advertising Agencies Business Marketing Budget 50

Paul Gillin

AUGUST 9, 2012

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. It’s also established the popular microblog service as a prime channel for customer complaints and a favored tool of the critics we call “Casual Complainers.”

Twitter 50

Twitter Work Management Paid Search Agency Tagging 50

Paul Gillin

JANUARY 2, 2015

Organic Facebook Marketing Is Dead; Think Customer Service Instead – Midsize Insider, Dec. This may finally be a wake-up call to marketers to share Facebook responsibility with customer service and to use Facebook as a listening post and customer-retention vehicle.

B2B Thought Leadership 50

B2B Thought Leadership Cost per Lead Lead Gen Thought Leadership 50

Paul Gillin

FEBRUARY 10, 2016

Finding connection points with customers and prospects – Executives typically spend a lot of time meeting with customers and business partners. Customers, partners, and employees also follow executives who matter to them. The same applies to online interactions, and that’s why social networks can be so powerful for executives.

Social Media 50

Social Media Media Thought Leadership Advertising Mediums 50

Paul Gillin

JANUARY 26, 2016

Contact influencers in your market – or even your own customers or subject matter experts – and ask them for short paragraphs on a topic, then combine that content into an e-book. I love this content concept, and it’s an idea more B2B marketers could adopt. Download a free copy and find your own favorites.

Peer-to-peer 50

Peer-to-peer B2B Marketing Trends Sales Qualified Leads 50

Paul Gillin

APRIL 24, 2012

It’s about giving people at every stage in the sales cycle the incentive to adopt tools that make their jobs easier and contribute to customer satisfaction. The social business initiative was organized around three key tasks: Customer care and insight; Workforce optimization; and. Social business isn’t about tools and promises.

Business 50

Business Work Management Customer Satisfaction Marketing Management 50

Paul Gillin

MAY 13, 2016

While there’s nothing wrong with that, drive-by customers are hard to engage in conversation. What if you could go a step beyond the downloads and become a trusted and even indispensable information source that customers visit every day? The target audience is not Cisco’s traditional CIO customer but board room executives.

Marketing Management 50

Marketing Management B2B Thought Leadership Service Thought Leadership 50

Paul Gillin

JUNE 26, 2014

In fact, the social media section of the report focuses almost entirely on how brands communicate with customers. There is almost no mention of how customers use social media to communicate with each other. The reference to “campaigns” also indicates that they were thinking more about branded than peer communications.

Social Media 50

Social Media Media Peer-to-peer Social Networks 50

Paul Gillin

OCTOBER 2, 2014

According to a press release, “These events provide online sellers with the opportunity to put their products in front of customers in a traditional retail setting. In addition to representing a large financial commitment on AmEx’s part, the community is a great example of a B2B initiative that really gets close to the customer.

Communities 50

Communities Small Business Marketing Press Impressions 50

Paul Gillin

JULY 29, 2013

Customer Attack journalism mainstream media Social Media BuzzFeed Fox News Lauren Green Reza Aslan Zealot' Before You Sympathize with Reza Aslan, Remember What He Said About the ‘New Atheists’ Fox News Under Fire for ‘Embarrassing’ Interview With Reza Aslan.

Television marketing 50

Television marketing Public Relations Amazon Youtube 50

Paul Gillin

OCTOBER 9, 2014

This is because developers and customers want safe choices. They fail for two main reasons: Customer preferences change or a new platform comes along that delivers a new kind of value. Others, like Oracle and EMC, build software layers around their platforms that effectively embed them into customers’ organizations.

Facebook 50

Facebook Social Networks Cross-Selling Network Marketing 50

Paul Gillin

JUNE 18, 2013

Listen to your market and customers using tools like Twitter filters, Google Alerts and LinkedIn searches. Identify the social media channels that your customers use – if any – and stake out at least a basic presence there. Have metrics in place to measure results. Facebook is fun, LinkedIn is business, Twitter is rapid-fire news.

Social Media 50

Social Media Social Marketing Media Social Networks 50

Paul Gillin

NOVEMBER 16, 2011

A quartet of new research reports suggested that small and midsize businesses (SMB) are rapidly waking up to the potential of social media and cloud-based infrastructure to create new operational efficiencies and better engage customers – and that they may also be leading the US out of recession.

Customer Surveys 50

Customer Surveys Peer-to-peer SMB Business 50

Paul Gillin

FEBRUARY 7, 2011

By enabling customers to freely exchange experiences, CareOne helps shatter suspicions that dissuade people in debt from seeking professional help. Not only do community members convert at dramatically higher rates, but the boost in sign-ups is only one of several business benefits CareOne has realized from its customer community.

Communities 50

Communities Cost per Acquisition Peer-to-peer Work Management 50

Paul Gillin

JANUARY 17, 2012

Does somebody know whether (unnamed competitor’s product) is approved at (unnamed customer)?”. A private community of about 200 consumer-focused field sales reps and service engineers now post monthly blog-like summaries of field activity reports, customer wins and innovative marketing ideas. From the Top.

Wiki 50

Wiki Peer-to-peer Work Management Marketing Management 50

Paul Gillin

SEPTEMBER 8, 2010

In the last five years, the supplier-customer relationship has begun to change fundamentally because of the Internet. Customers today can easily tap into each other for advice, and that’s exactly what they’re doing. Basically, he who shouted the loudest had the edge. That won’t be an advantage in the future however.

Rules 50

Rules Organization Work Management Peer-to-peer 50

Paul Gillin

DECEMBER 27, 2011

McKinsey’s groundbreaking research in this area has consistently demonstrated that companies that leverage social technologies most aggressively see the payoff in market share gains, improved productivity and higher customer satisfaction.

Validation 50

Validation Research Correlation Customer Satisfaction 50

Paul Gillin

OCTOBER 7, 2010

If you’re a marketer in a medium-to large-sized B2B company, you’re almost certainly using customer relationship management (CRM) software to track your customers and prospects. The problem is that most of their customers are still struggling to get CRM 1.0 I encourage you to restrain your enthusiasm.

CRM 50

CRM B to B Marketing Management Eye-Tracking 50

Paul Gillin

JULY 15, 2011

The article notes that Epson reported that revenue per visitor nearly doubled after it started including customer reviews on its site. The fact that one out of 10 customers may displeased with product can be looked at another way: 90% are happy. It’s not the concept of the case study I don’t like; it’s the format.

Case Studies 50

Case Studies Case Study Studies BtoB 50

Paul Gillin

NOVEMBER 24, 2010

Your personal blogs that contain postings about Oracle’s business, products, employees, customers, partners, or competitors. Your postings about Oracle’s business, products, employees, customers, partners, or competitors on external blogs, wikis, discussion forums, micro-blogs (e.g., Twitter, social networking sites).

Social Media 50

Social Media Copyright Media Wiki 50

Paul Gillin

MARCH 13, 2012

Reality: A wide range of customer needs exist. Misperception: Customers want itemized prices and mix and match the cheapest offerings. Reality: Increasingly sophisticated customers understand that packaged pricing is often a better deal. She listed five common misperceptions and realities.

Planning 50

Planning Forecasting Mobile Marketing Paid Search Agency 50

Paul Gillin

MAY 15, 2012

Study after study has documented that companies are doing a poor job of measuring the results of their social media marketing efforts and have made only weak attempts to integrate customer service data and so-called “social CRM” to create a holistic view of their customers.

Business 50

Business Marketing Qualified Leads Leads Lead 50

Paul Gillin

NOVEMBER 20, 2013

It also claims to have more than 200 retail customers, including Sprinkles Cupcakes and SitnSleep, although I couldn’t find any mention of Social Rebate on either of their websites. Boston-based BzzAgent is a word-of-mouth marketing agency whose customer list would turn any ad agency executive green.

Paid Search Agency 50

Paid Search Agency Branding Brand Identity Peer-to-peer 50

Paul Gillin

JUNE 22, 2012

They’re also more likely to be involved in customer service, supply networks and multi-channel marketing. Two thirds of marketers don’t integrate e-mail data with other customer information or they integrate data manually, which doesn’t scale. basically, they’re assuming a more central role in business strategy.

Correlation 50

Correlation Research Multi-Channel Paid Search Agency 50

Paul Gillin

JUNE 17, 2010

Here is a draft of the first chapter of Social Marketing to the Business Customer by Paul Gillin and Eric Schwartzman. Dell conceived of the community in 2007 as a way to enhance loyalty among its largest customers. Those sales are generated by the affinity that the staff has developed with these key corporate customers.

Enterprise Management 50

Enterprise Management B2B Marketing Rules B to B 50

Paul Gillin

MARCH 13, 2012

“If [technology companies are] going to drive large-enough volumes to support the revenue levels they’re used to, they’re going to have to drive the number of customers way up. You’ll need millions of customers in order to compete.”. In other words, word of mouth marketing is the only viable promotional model.

Work Management 50

Work Management Marketing Management Word of Mouth Mobile Marketing 50

Paul Gillin

FEBRUARY 24, 2011

B2B customers have intense information needs, and their questions are often best answered by the people who build and service the products they use. One of my favorite stories from Social Marketing to the Business Customer is Indium Corp., One of my favorite stories from Social Marketing to the Business Customer is Indium Corp.,

Trade Show 50

Trade Show Youtube Statistics Social Media 50

Paul Gillin

MAY 16, 2012

By definition, social media is a two-way dialog between your customers and your employees. It is a tool, but companies should not lose that direct contact with customers. There’s a risk of losing face-to-face engagement with customers and employees. This is a two-way dialog and someone needs to be handling that conversation.

Business 50

Business Social Media Opinions CMO 50

Paul Gillin

JULY 8, 2010

Your personal blogs that contain postings about Oracle’s business, products, employees, customers, partners, or competitors. Your postings about Oracle’s business, products, employees, customers, partners, or competitors on external blogs, wikis, discussion forums, micro-blogs . Twitter, social networking sites). Reporting Misconduct.

Social Media 50

Social Media Media Copyright B to B 50

Paul Gillin

AUGUST 26, 2011

This morning’s audience of about 100 social media practitioners truly believe in the value of new platforms to reach their customers, although they have understandable concerns about the many regulations that govern what they can say. Here are some notes I took away from the three speakers on my panel.

Social Marketing 50

Social Marketing Planning Marketing Management Word of Mouth 50

Paul Gillin

JANUARY 6, 2011

Stories of social media failures will become more frequent as practitioners realize that customer conversations are time-consuming to maintain and that peer conversations present as many problems as they do opportunities.”. They also must be backed by an organizational commitment to creating delightful customer experiences.

Social Marketing 50

Social Marketing Marketing Analytics Tools Peer-to-peer Paid Search Agency 50