Paul Gillin

APRIL 24, 2012

Who are social customers? Also according to Greenberg, companies that trust their customers: Listen to customer needs and feedback. Deliver high-quality goods and services. Place customers ahead of products. According to Paul Greenberg , they: Are savvy using social channels. Trust differently than they used to.

Peer-to-peer 50

Peer-to-peer Social Networks High Quality Lead Advertising Channels 50

Paul Gillin

OCTOBER 12, 2011

The result will be a transformation of corporate productivity fueled by deep insights into customer needs. All of the major service firms are moving into this space in a big way, but not many people have a good definition of it. It used to be product-centric vs. customer-centric. I created a new acronym: FODDRS.

Enterprise Management 50

Enterprise Management Work Management Forecasting Burn Rate 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

MARCH 22, 2022

Recent advancements in artificial intelligence (AI) have made it possible for businesses to personalize their products and services like never before. By harnessing the power of data, AI can help companies better understand their customers and offer them tailored experiences that meet their needs.

Marketing AI 50

Marketing AI Automation Customer Satisfaction User-Generated Content 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

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. 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

NOVEMBER 20, 2013

Social Rebate is a service that creates brand ambassadors by offering cash and rebates to people who share recommendations of products and services in their social networks. 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 Brand Identity Branding Peer-to-peer 50

Paul Gillin

MARCH 13, 2012

Reality: A wide range of customer needs exist. There is a growing appreciation of value and the importance of high-quality service in Asia/Pacific in particular, Ng said. Misperception: Customers want itemized prices and mix and match the cheapest offerings. Misperception: Emerging markets are extremely cost-sensitive.

Planning 50

Planning Forecasting Mobile Marketing Paid Search Agency 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. These services may not meet everyone’s definition of social media, but the function they perform is the same.

Social Media 50

Social Media Media Peer-to-peer Social Networks 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.”. “That’s a crossover that will never cross back,” he said.

Work Management 50

Work Management Marketing Management Word of Mouth Mobile Marketing 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. Product and service innovation.

Business 50

Business Work Management Customer Satisfaction Marketing Management 50

Paul Gillin

FEBRUARY 7, 2011

CareOne Debt Relief Services contends with a business climate that few of us (thankfully) have to face: Its industry has a terrible reputation. By enabling customers to freely exchange experiences, CareOne helps shatter suspicions that dissuade people in debt from seeking professional help. But more on that in a minute. Happy Accident.

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

OCTOBER 11, 2012

For example, instead of saying, “This webinar on the benefits of platform as a service has particular relevance to business partners,” try “This webinar on the benefits of platform as a service looks interesting. When I see hash tags in a headline, it tells me one thing: This person was too lazy to customize the message for me.

Linkedin 50

Linkedin Webinar Metrics Tips Webcast 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 Leads Lead Marketing Qualified Leads 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. And who better to help them get there than the technology pros?

Correlation 50

Correlation Research Multi-Channel Paid Search Agency 50

Paul Gillin

DECEMBER 1, 2010

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. Service had little to do with it. But in the new world of tuned-out customers, the only way to get make an impression is to be helpful, entertaining or memorable.

Web 2.0 50

Web 2.0 Internet Marketing Mobile Marketing Marketing Proposals 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. Only about 10% of its content promotes Constant Contact services. Related articles.

Social Media 50

Social Media Social Marketing Media Social Networks 50

Paul Gillin

AUGUST 26, 2011

I was privileged to be on a panel with some outstanding social media practitioners from the insurance industry at the 2011 Social Media Conference for Financial Services put on by LOMA LIMRA this morning. This was a theme that was borne out in every presentation: It’s not about the company but about what motivates customers.

Social Marketing 50

Social Marketing Planning Marketing Management Word of Mouth 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. Most make little margin on new vehicle sales anymore and must take most of their profit from service.

Rules 50

Rules Organization Work Management Peer-to-peer 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

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

JULY 29, 2010

Keyword filtering has all kinds of shortcoming and RSS feeds are little better than headline services. It has some early test customers, but none can be identified just yet. This company owns a portfolio of properties throughout the US and uses localized websites as both a marketing and customer service tool.

Curation 50

Curation Enterprise Management Web 2.0 Work Management 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. How does a service with so little going for it create so damn much trouble? In fact, most Twitter members use the service very little.

Twitter 50

Twitter Work Management Paid Search Agency Tagging 50

Paul Gillin

SEPTEMBER 2, 2011

Today is my fifth day without Internet service. Five days later, my local RCN office remains one of the 3% of utility customers statewide who have yet to get power back. Lack of TV service has left me unable to watch my beloved Red Sox during a series with the Yankees this week.

Cable 50

Cable Press Twitter Facebook 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. Most use at least three major social media channels, compared to less than two for the average company. And they measure like crazy.

Multi-Channel 50

Multi-Channel Top of Funnel Correlation Social Media 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

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

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

MAY 31, 2010

This worthwhile program spotlights technology innovators in New England and gets them the visibility they need to acquire capital and customers. Sign up here. The evening before MassTLC is the 7 th Annual MITX Technology Awards. 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

JANUARY 25, 2012

I recently spoke to Mark Schmulen, general manager of social media at the small-business-focused e-mail service provider Constant Contact about how to go beyond the Facebook wall and make the social network a practical and measurable small business marketing platform. You can also use free and simple utilities like Bit.ly

Small Business Marketing 50

Small Business Marketing Facebook Tips A/B testing 50

Paul Gillin

OCTOBER 19, 2011

With Facebook presenting a tempting target of 800 million potential customers, small businesses are flocking to social network as a fast and easy way to generate business. One North Social customer that makes pretzels distributed 10,000 samples in less than 24 hours by sending them to people who liked its page.

Facebook 50

Facebook Tips Digital Asset Management Business 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

Paul Gillin

MAY 13, 2010

Then ask them to tell you what your company does, what problems you address and who the target customer is. Do they include the keywords that customers use to find you? Do some of your pages have generic titles such as “About” or “Services?” Do some of your pages have generic titles such as “About” or “Services?”

B to B 50

B to B Marketing Websites Work Management Webcast 50

Paul Gillin

JUNE 24, 2010

This is a draft of chapter 10 of Social Marketing to the Business Customer by Paul Gillin and Eric Schwartzman. Rather, they invest in social marketing because they believe that the benefits – customer engagement, market awareness, continuous feedback and professional development – are good for. Of course not.

ROI 50

ROI Paid Content Social Marketing Webcast 50

Paul Gillin

APRIL 13, 2011

EventBrite is a great service, but I recommend against using it as your event landing page. Use a page under your own domain and use EventBrite (or similar services) for registrations. If you can customize to the local language, that’s even better. Create short-code URLs using a service like Bit.ly. AcmeForum ).

Social Media 50

Social Media Promotion Media Landing Pages 50