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. MORE >>

N4J at [link] but you can’t measure the sales affected by a well known blogger saying nice things or an unhappy customer being made happy again in the course of an online, open, visible problem-resolution conversation”. A while ago I talked with Jim Sterne about his latest book Social Media Metrics , a must for everyone that wants to have a measured and valuable social media marketing approach. In a short interview I asked Jim what metrics and KPIs marketers should take into account regarding social media marketing. What can be measured and what can’t? So, what can you do then? MORE >>

The Cone survey found that being helped and customer service rank second to promotions as reasons to follow, while Beyond found it’s “love of the product”. Last week I talked about a study by Boston-based Cone that shows how scarce and precious brand loyalty on social media really is. Cone found that people on average only followed 4.6 brands on so-called “new media” and, more importantly, that it’s not easy to get a loyal “follower” or “fan”, and certainly to keep him. These findings are not shocking. Offers, discounts and promotions beat love. MORE >>

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. In its 2009 article on the consumer decision journey McKinsey wrote “Consumers are moving outside the purchasing funnel—changing the way they research and buy your products. If your marketing hasn’t changed in response, it should” It’s 2013. [.]. MORE >>

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 MORE >>