Social Marketing Forum

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Optimizing the Digital and Social Customer Experience

Social Marketing Forum

Customer service Relationship marketing Social business Social CRM Social media marketing Touchpoint marketing Bryan Eisenberg customer journey Dion Hinchcliffe McKinsey touchpoints W.H. Since McKinsey first wrote about the ‘consumer decision journey’, the attention for that journey has never been higher. Hank) Brigman

The Need for Personality in Customer-Centric Social Media Marketing

Social Marketing Forum

Customer-centric social media requires a personal approach. Cross-channel Social media marketing Touchpoint marketing brand personality customer-centricity Edelman trust barometer people-centricity It’s about people connecting with people. However, many businesses still look at the tools and channels first. Faceless and big companies are looked upon with distrust.

Social Customer Service: Why You Must Offer it Right Now

Social Marketing Forum

Social customer service is one of the most important domains of social business and social CRM. Those who could not get proper customer service from a business found that social media provided a way for them [.]. Here is why. Popular platforms like Facebook and Twitter have traditionally been used to air grievances about a company.

Stop and Rework your Digital Marketing Budget Right Now

Social Marketing Forum

The digital marketing budget needs to follow the path towards customer-centric integration and company-wide enablement. While many are still trying to get their heads around social media and social business, the digital business challenges already go much further and involve all departments and functions in and around the enterprise. Soon all business will have a [.].

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Content Methodology: A Best Practices Report

for customer service. Customer service teams are the experts on customer pain points. president of global creative and content marketing. “It’s customer-first thinking. A lot. Business Goal Content Objectives KPIs Customer. customers Customer service • Number of service issues resolved using. become customers. Content. Methodology: A Best.

Social Business and Big Data: the Business Intelligence Goldmine

Social Marketing Forum

Customer analytics Marketing ROI Social business Social CRM Social media marketing Social media monitoring BDA Big Data Applications business intelligence Jeremiah Owyang Jonas Klit Nielsen Mindjumpers Raj De Datta social analyticsEvery day we create 2.5 quintillion bytes of data. That’s a lot! Combined, this online data equals Big Data. And [.].

Social Proof, Circles Of Trust and Your Customer

Social Marketing Forum

Community marketing Customer relationships Relationship marketing Social media marketing circles of trust Performics social proofThe opinion of others is an important driver in the buying decision of people. It has always been so. While there are differences between the ways we buy consumer products [.].

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Branded Customer Communities: What Consumers Expect

Social Marketing Forum

Can branded customer communities drive more revenue than Facebook ads? Social networks are not the holy grail of customer acquisition, retention and loyalty. Building a community within one single platform such as Facebook or LinkedIn is not enough to build effective online communities for your customers. [.]. B2C marketing Community marketing Infographics Social media marketing branded customer communities GetSatisfaction online customer communitiesAsking the question is answering it. Online communities are.

Calculating the Value of the Customer Life Cycle

Social Marketing Forum

The value of the customer life cycle, also called CLV, looks at the investments we plan to make for the customers (retention, sales, promotion, customer service, etc) and the return we expect from the customers. CRM Customer analytics ROI customer equity customer lifecycle marketing ROI return on marketing investment ROMICLV has everything to do with the present and the future. An introduction.

20+ Staggering Stats Proving Why the Time to Use Social Media is Now

Social Marketing Forum

Businesses that don’t use social media for marketing or customer service reasons now will miss out on business and, worse, actually lose business! Social business and social media are no longer an option. It’s not hype, it’s a fact and here are some good reasons why the time to use social media is now. Forrester [.]. Research Social media marketing Forrester Internet population reputation social media statistics social media usage

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Four Multi-Channel and Touchpoint Marketing Models

Social Marketing Forum

While in multi-channel marketing the focus is still often on the channels, touchpoint marketing provides alternatives that revolve around individual customer and prospect touchpoints. Most marketers are starting to integrate their marketing channels. Better late than never. However, simple integration will not be enough. nice depiction of the typical multi-channel marketing is this graphic [.]. B2B marketing touchpoint marketing touchpoints

Evangelizing a Content Marketing Program

percent of American pay TV custom- ers overall, including the 25–34 demographic. as sales, employee advocacy, customer service, audi- ence engagement, thought leadership, and hiring. CUSTOMER RETENTION & LOYALTY The “always-on sales funnel” is a mod- ern marketing cliché for a reason. customer. All rights reserved. Introduction 4 II. Why This Guide 6 III. Instead, most.

Integrated Marketing: Why a Broader Customer View Matters

Social Marketing Forum

Some of the main success factors in today’s digital and social business environment are integration, a holistic strategic view, a focus on the ‘people’ dimension (why would anyone want to collaborate, for instance) and the optimization of the customer experience as the total sum of touchpoint and brand experiences/perceptions. This goes for all types of [.].

From Social Media to Social Business: Moving Beyond Social Contacts

Social Marketing Forum

It’s about collaboration, community, customer-centricity and changing evolutions in the way we do business, based on social principles and technologies. Social business is not just about social media marketing but can involve all business functions. There is no universal list of tips to become a social business. It’s not a matter of tips and tricks. [.].

Primer: Understanding Word-of-Mouth Marketing in the Social Media Age

Social Marketing Forum

This brief offers an introduction to word-of-mouth, analyzes what it is, how it works, why it works, how it is linked with social media and what are the main benefits to get started with the most effective form of marketing a customer-centric and participative business has: word-of-mouth marketing. It’s about perceived and real value, both for our business and our customer and prospects.

Improving Customer Retention Using Online Customer Communities

Social Marketing Forum

Online customer communities are great ways to boost customer retention and move from retention to customer loyalty or even advocacy. Customer retention is one of those business issues that generally don’t get attention until a crisis occurs. That is, the customers actually begin to leave. Community marketing Customer relationships Customer service Social media marketing advocacy customer loyalty customer retention Dachis Group Dion Hinchcliffe online customer communities Socious

Study: How Much of Your Content Marketing Is Effective?

And instead of relying on disruptive banner ads, brands are start- ing to get smart about targeting customers with original content. their most important marketing goal, lifetime customer value and. Copyright © 2015 Contently. All rights reserved. contently.com By Jordan Teicher Study: How Much of Your Content. Marketing is Effective? What’s working—and what’s not—for over. content.

Tips on How to Handle Negative Tweets

Social Marketing Forum

Social media marketing Social media monitoring customer service negative tweets social media marketing social media monitoring TwitterShould you ignore negative tweets? If not, what should you do? It’s a question which keeps coming up as marketers and companies get more and more involved in social media. Among most social media evangelists and analysts (I don’t like the term “expert”), the consensus appears to be that a negative comment is an opportunity for you to shine via social media channels such as Twitter.

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15 Truths About Customer Experience

Social Marketing Forum

Customer Experience, even with all of the corporate and media attention its gotten the past decade, is still sort of a mystery. Many companies either bucket the discipline into some form of Customer Service or Marketing, thus limiting the group’s ability to reach across the organization. Other companies allow Customer Experience to live in silos [.]. Customer service customer experience customer service tips & tricks

Content Sharing: the What and Why

Social Marketing Forum

It has a lot to do with the increasing attention for the informative needs of the customer in a two-way world where he/she searches the content that he/she needs at that time. Online presentations, customer cases, referrals and testimonials and the gazillion of other content formats and elements? Why do people share content? It’s a simple question but when looking at it, you’ll quickly discover it is all but easy, depends on many factors and requires a good deal of psychological insights. We seldom talk about what it is. The focus on content relevance is normal.

Social Media Marketing Metrics Explained

Social Marketing Forum

Social media marketing is a broad term that covers many underlying forms of marketing and measuring it requires a cross-channel, integrated and customer-centric process. However, one can also look at social media measurement from a vertical perspective, while not forgetting the main overall goals and integrations. Social media marketing metrics explained. Social media marketing Web analytics David Berkowitz Jim Sterne key performance indicators social media marketing social media metrics web analytics

Content Marketing Playbook: Strategy and Roadmap

customers to reimagine GE on the cutting edge, which. they end up becoming customers of Moz, that’s great, too, but that’s a side benefit. list that could include: its own investment trends data, data and queries gathered at its customer call center, the expertise of its financial advisors and other internal. Playbook No. 2: Strategy and Roadmap Copyright © 2015 Contently.

QR Codes: Focus on the Benefit, not the Technology

Social Marketing Forum

Using QR codes is an easy way to connect with your customers and prospects. However, most of the time they are used from an ‘innovation’ perspective rather than being part of a mobile strategy. Did you ever wonder why your QR code is not used, or is not leading to the expected results and goals? [.]. Infographics Mobile mobile marketing QR

Sarah Evans: Social Media Allows Us to Break Boundaries

Social Marketing Forum

Monitoring the Internet keeps you in the know, helps you gauge customer sentiment and gives you a leg up on preparing/responding to online crisis before it blows up. With traditional public relations, you’re connecting with target audiences through an established third-party (the media), whereas in social media, you have the opportunity to communicate directly with your customers. 7.

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Twitter Customer Service Should not be Lipstick on a Pig

Social Marketing Forum

When the passion and commitment of your social media front line people is not reflected in your processes and not shared by your customer service reps or even supported by your corporate culture or values, you are shooting yourself in the head. Opinion Relationship marketing Social media monitoring Word of mouth marketing customer service customer support social media social media monitoring Twitter

Employees Have No Clue if Their Company Has a Social Media Policy

Social Marketing Forum

Social media are a reality, and your customers and prospects also use them. Almost 40% of British employees criticize their ‘workplace’ on social media platforms like Facebook and Twitter. Furthermore, one in five admit slandering their bosses on them. These are conclusions from a survey done earlier this year by MyJobGroup.co.uk. About 60% of the 1000 questioned employees said, they would change what they wrote on their social networking profiles if they knew their boss could read it. Furthermore, 70% has no idea whether or not their company has a policy on the subject. MyJobGroup.co.uk

Content Marketing 2016: Staffing, Measurement, and Effectiveness

platforms, and customer relationship management. Copyright © 2015 Contently. All rights reserved. contently.comBy Jordan Teicher Content. Marketing. 2016 STAFFING, MEASUREMENT, AND. EFFECTIVENESS ACROSS THE INDUSTRY 2Content Marketing 2016: Staffing, Measurement, and Effectiveness Across the Industry I. Introduction II. Methodology III. Key Findings IV. Results and Analysis V. But brands.

Social CRM: Customer-Centricity And The Need For Redefinitions

Social Marketing Forum

Customer-centric thinking and working is the main driver in all marketing changes, we are going through, including social media marketing. Customer-centricity is not some kind of slogan. CRM Sales community customer relationship management customer-centricity valueIt's a necessity for businesses and is achieved through direct and indirect processes of listening, understanding, providing relevance and optimizing value.

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PR And Social Media Survey: Mixed Findings For 2011

Social Marketing Forum

PR Research Social media marketing customer relationships public relations social media VosuVocus has released their 2011 Planning Survey and there are some very interesting findings and stats highlighted in the report. Take a good look at your corporate culture and consider if you really are an active participant in the social media channel and all the others which today’s cross-channel consumers thrive in.

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Social Media Risk Management: Taking Measures

Social Marketing Forum

While Gartner estimates not responding via social channels can lead up to a 15% increase in churn rate for existing customers and ignoring social media is not [.]. One of the most debated topics regarding social media is risk. Fear of reputation disasters and even of simple comments still withholds many businesses to use social media. Research Social media marketing Altimeter Group social media risk management

Generation Now: the Need for Real-Time Customer Service and Experiences

Social Marketing Forum

CRM Customer service customer experience customer service reputation trustPeople have less time and less patience. It is one of the consequences of the real-time economy and even a social phenomenon. Speed and real-time interactions and services have become an asset to companies that wish to score with the “Generation Now. And this generation is more than a song.

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. B2B Marketing.

The Nonlinear Buying Journey of The Cross-Channel Social Customer

Social Marketing Forum

The funnel is everything but linear and was it ever linear to start with? Only when you can track someone you can draw some conclusions with the necessary reserves. This applies for both B2B and B2C, although there are differences. It is however clear that the way to a purchase is ‘nonlinear’ and not a simple funnel. Cross-channel Sales Social media marketing buying cycle conversion cross channel multi-channel

Businesses Fail Incorporating Social Media Due To Lack Of Plan and Key Players Defining It

Social Marketing Forum

Research Social media marketing corporate communications customer relationship programs customer service Digital Brand Expressions marketing mix social media social media marketingThere are many reasons why businesses fail incorporating social media. From corporate culture to overemphasizing message and medium to ignoring the listening priority to short-term tactics. One of the reasons is obviously also a lack of strategy and planning which clearly came forward in a report by Digital Brand Expressions.

Are Your Customers Looking for your Business on Mobile Phones? 5 Facts Worth Knowing

Social Marketing Forum

There has been a lot of talk about the power of mobile marketing.  From text marketing to applications, the market is abuzz with the “power of mobile.” For some businesses it seems like a perfect fit, while other companies struggle to see the value of implementing a mobile marketing strategy. That’s why when I read [.]. Mobile Social media marketing mobile marketing social media marketing text marketing

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comScore: the Shopping and Customer Experiences Across Buying Stages

Social Marketing Forum

Excellent customer experiences and relevant touchpoints, across all channels, are rapidly becoming the focal point for smart marketers. Customer satisfaction is not a goal anymore. All customer experiences must be optimized to move beyond the level of satisfaction. Customer service Ecommerce Industry news Research comparison shopping comScore customer experiences customer life cycle touchpointsIt is – or should be – a basic component of your business DNA. Obviously, perfection is [.].

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. B2B Marketing.

SMBs Find Value in Social Marketing

Social Marketing Forum

Word-of-mouth advertising is the number one way respondents (82%) reported that customers find them, followed by search engines and the internet (66%). Traditional advertising came in a distant third at just 37%. Social media marketing Word of mouth marketing SMB social media marketing word-of-mouth marketing

Content in B2B and B2C: Borders Disappear When Stories, Emotions and People Meet

Social Marketing Forum

Content is king in brand related but also in more lead nurturing and customer retention driven types of marketing. goal of content is to generate value and emotional connections for people through all the contact points with the brand or the company. Another goal is to create an environment where stories are born and nurtured. Stories that define the brand and immerse the clients in them. Content marketing Bob Gilbreath content marketing David Sable Joe Pulizzi Junta42 Marketing Foundation Wunderman

Five Major Marketing and Communication Changes In The Social Media Age

Social Marketing Forum

Cross-channel Social media marketing brand advocates content cross channel cross-channel marketing customer loyalty customer-centricity influencers listening monitoring social media marketing stories word-of-mouthA whole new range of social channels has joined existing interaction channels and have shifted the focus from communicating as in messaging to communication as a balanced mix of cross-channel dialogues where listening is key. Five major changes in the social media age.

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Doing Business as Unusual: Customer Service

Social Marketing Forum

Cross-channel Customer service BT CRM customer service customer support social mediaCompanies can’t simply use new technology to prop up the status quo – they have to change the way they think and operate – it’s no longer business as usual.

Media 14

B2B Marketing Trends for 2016

And they expect an optimized customer experience from end to end. Manage the customer experience: great content alone won't save a lousy product or cumbersome experience. always make more content, their customers can't make any more time. will be forced to value "fit" over "reach" where they target the customers that fit. or current customer is. B2B Marketing.

How Content Travels and Works in Social: Stories and People

Social Marketing Forum

So the starting points of content in a business or media context are the customer/consumer and the business goals we want to achieve (the “Why”). But if we want content to work, it has to be customer-centric. Certainly in this era where people actively seek information that is pertinent for their needs, questions or buying journey, personalized and valuable content is crucial.