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

DECEMBER 18, 2012

Eleven months later, Attack of the Customers on sale on Amazon ! Now I’d like to ask for your support by liking the book on the Amazon page and registering your like on the book Facebook page. Several of the case studies in New Influencers involved customer attacks in the days when blogs were about all people had to work with.

Paid Search Agency 50

Paid Search Agency Word of Mouth Amazon Viral 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

JANUARY 2, 2015

Organic Facebook Marketing Is Dead; Think Customer Service Instead – Midsize Insider, Dec. Numerous studies have shown that organic posts by Facebook pages are reaching only a tiny fraction of the audience they used to. It comes down to basic blocking and tackling, and making sharing part of your daily routine. 16, 2014.

B2B Thought Leadership 50

B2B Thought Leadership Cost per Lead Lead Gen Thought Leadership 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. Facebook is fun, LinkedIn is business, Twitter is rapid-fire news. Speak in the language of the community.

Social Media 50

Social Media Social Marketing Media Social Networks 50

Paul Gillin

JUNE 28, 2012

Critics are beginning to gather on Progresso’s Facebook page. The Facebook protest started less than a day ago, but some back-and-forth is beginning to develop. So far there’s been no response from Progresso. What should Progresso do? It’s still early and they might actually be listening.

Facebook 50

Facebook Demand Research Brand Identity 50

Paul Gillin

JUNE 26, 2014

The summary specifically mentions the influence of “social media institutions such as Facebook, Google+, LinkedIn, and Twitter,” and also refers to “social media campaigns.” In fact, the social media section of the report focuses almost entirely on how brands communicate with customers. More than Marketing. Related articles.

Social Media 50

Social Media Media Peer-to-peer Social Networks 50

Paul Gillin

AUGUST 26, 2011

million Facebook likes by boring people. 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. I actually think insurance is a fascinating business.

Social Marketing 50

Social Marketing Planning Marketing Management Word of Mouth 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

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

DECEMBER 1, 2010

Summit in San Francisco and hear from some of the business leaders of the new Internet, including the CEOs of Google, Facebook, Yahoo! Make Marketing a Service to Customers - I didn’t write down who said this, but the comment stuck with me long after the conference was over. Check out the wall posts on Facebook.

Web 2.0 50

Web 2.0 Internet Marketing Mobile Marketing Marketing Proposals 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. Not really.

Paid Search Agency 50

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

Paul Gillin

APRIL 27, 2012

The program began with the assumption that nearly every salesperson was already familiar with the value provided by Facebook and LinkedIn in their personal lives. All members of the team can now apply social tools like tagging and profiling to identify and recommend experts who can help solve customer problems and closed deals.

Process 50

Process Word of Mouth Forecasting Lock-In 50

Paul Gillin

JANUARY 6, 2011

I was recently quoted on Internetnews.com making the following prediction: “Look for marketing’s love affair with social media to give way in 2011 to the sobering reality that a Facebook fan page and Twitter account don’t solve problems of poor products or positioning. That’s an instinctive self-protection reflex.

Social Marketing 50

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

Paul Gillin

JULY 14, 2010

CalTrain deserves credit for adopting an important customer communication tool, but it deserves a spanking for failing to understand the consequences of that action. Regardless of whether it earnestly desired to engage with customers or was just trying to be trendy, it had created an expectation that it couldn’t possibly fulfill.

Media 50

Media Twitter Social Media Fulfillment 50

Paul Gillin

JULY 29, 2011

Not surprisingly, the company has tools that help in many of these areas, but that’s one reason its research is so useful: The recommendations are based upon the experiences of more than 100 customers. They also have multiple presences within each channel, such as product-specific pages on Facebook. And they measure like crazy.

Multi-Channel 50

Multi-Channel Top of Funnel Correlation Social Media 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

MAY 31, 2010

This worthwhile program spotlights technology innovators in New England and gets them the visibility they need to acquire capital and customers. The evening before MassTLC is the 7 th Annual MITX Technology Awards. Here’s a list of past winners.

Forrester 50

Forrester Social Media Tagging Communities 50

Paul Gillin

OCTOBER 11, 2012

When I see hash tags in a headline, it tells me one thing: This person was too lazy to customize the message for me. The language we use on Twitter doesn’t fit well in the more generous confines of a LinkedIn or Facebook post. Facebook is more playful than LinkedIn. Think of the context, too.

Linkedin 50

Linkedin Webinar Metrics Tips Webcast 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

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

MAY 25, 2010

Process Experts was named Best Corporate Blog by BtoB magazine in 2010 and Cahill is now leading the company’s charge into Twitter and Facebook while institutionalizing best practices among all the Emerson Process Management divisions. Those stories are rich in the keywords that customers use.”.

BtoB 50

BtoB B2B B to B Blogger 50

Paul Gillin

JULY 29, 2010

Connections to popular content management systems make it possible to automatically publish content to a website and even syndicate it to Twitter and Facebook without leaving the CIThread dashboard. It has some early test customers, but none can be identified just yet. There’s intelligence on the front end, too.

Curation 50

Curation Enterprise Management Web 2.0 Work Management 50

Paul Gillin

SEPTEMBER 2, 2011

Five days later, my local RCN office remains one of the 3% of utility customers statewide who have yet to get power back. I administer four different blogs and Websites on a regular basis and stay tethered to my clients and friends through e-mail, Facebook, Twitter and instant messaging.

Cable 50

Cable Press Twitter Facebook 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

MAY 27, 2010

Here are the first 1,100 words of the chapter on B2B social communities from my forthcoming book, co-authored with Eric Schwartzman, entitled Social Marketing to the Business Customer. Forums and discussion groups date back to the late 1960s and have been a staple of customer support for technology companies for 30 years.

Communities 50

Communities B2B Work Management Marketing Management 50

Paul Gillin

DECEMBER 9, 2011

million customers. My attitude is to let people use their breaks to develop a Facebook account or check their Gmail so they can get used to how computers work,” Marx says. One of them is Ed Marx (below right), the CIO at Texas Health Resources , a system of 24 hospitals in North Texas that employs more than 21,500 people and serves 6.5

Peer-to-peer 50

Peer-to-peer Ad Building Social Networks Lock-In 50

Paul Gillin

APRIL 13, 2011

Regardless of the size of the event, set up a Facebook page or create a dedicated event sub-page under your Facebook page. The average Facebook member has 130 Facebook friends. If you can customize to the local language, that’s even better. Link to your landing page using a custom URL. AcmeForum ).

Social Media 50

Social Media Promotion Media Landing Pages 50

Paul Gillin

AUGUST 6, 2012

Awareness Networks just announced a tool that takes an intelligent and customized approach to influence assessment. The Social Marketing Automation suite enables customers to identify patterns in public online conversations, extract profile information and create what amounts to custom Klout scores.

Marketing Automation Services 50

Marketing Automation Services Salesforce.com Ideal Customer Profiles Social Networks 50

Paul Gillin

JUNE 9, 2010

Following is an excerpt from Social Marketing to the Business Customer , which is due to be published in January, 2011 by John B. Forums and discussion groups date back to the late 1960s and have been a staple of customer support operations at technology companies for 30 years. Maskin refers to himself as “Mr.

Social Networks 50

Social Networks Work Management B2B Marketing Management 50

Paul Gillin

NOVEMBER 8, 2011

personally contacts every single customer who posts a complaint about his hotel on an online review site. Facebook and LinkedIn already make polling easy, and Quora is awash with questions about recommended vendors. Customers will share their opinions whether you want them to or not. Fortunately, it’s not a big job.

Work Management 50

Work Management BtoB Marketing Management Vendors 50

Paul Gillin

DECEMBER 16, 2010

Now that everyone knows the basics of Facebook and Twitter, things start to get interesting. In early 2004 Technorati counted about a million blogs on the Internet and Facebook was just getting off the ground. We have achieved a goal Bill Gates coined 20 years ago called “information at your fingertips.” It’s already beginning.

Social Media 50

Social Media Media RSS Verticals 50

Paul Gillin

JANUARY 24, 2013

What makes Stand Out such a stand out is that Lewis not only brings years of field experience to the topic but also insight gleaned from hundreds of customer experiences. For example, “Content should be focused on the needs of your prospects and customers – not on you, your company or your product.”

Social Marketing 50

Social Marketing Marketing Management Social Media Youtube 50

Paul Gillin

JANUARY 16, 2012

IBM’s Jeff Schick introduces a demo of the new Lotus social business platform, which borrows liberally from Facebook, Hootsuite and paper.li. The user interface is a Facebook/Google+-like internal social network. Content can be organized by various views, including a paper.li -like custom news page and topical filtering.

Enterprise Management 50

Enterprise Management Work Management Social Networks Ideal Customer Profiles 50

Paul Gillin

JANUARY 17, 2012

TD has grown to become North America’s sixth largest bank through acquisitions and a focus on listening to customers. A new social media team listens and responds to blogs, Facebook posts and tweets, the process “learning to be a better bank,” said Wendy Arnott (right, @Wendy_Arnott ), VP for Social Media and Digital Communications.

Enterprise Management 50

Enterprise Management Transparency Social Networks Barriers 50

Paul Gillin

NOVEMBER 28, 2011

A large percentage of them are still actively blocking employee access to sites like Facebook and YouTube. This is about the finding new ways of doing business with a customer base that’s empowered with information. The information-empowered customer will impact every business at every level. Demand-Driven Economics.

Lead Ranking 50

Lead Ranking BtoB Business Enterprise Management 50

Paul Gillin

MARCH 24, 2011

Blogs may be declining in importance in the consumer realm as Facebook and Twitter grow in popularity, but they are still the most valued social platforms for B2B marketers as evidenced by recent research (see p. 27 of the PDF). It’s clear to me that the best B2B companies are taking their blogging to the next level. .

BtoB 50

BtoB B2B B2B Thought Leadership Multi-Channel 50