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

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

JULY 15, 2011

Because a little negativity reinforces the validity of the positive comments you publish. 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.

Case Studies 50

Case Studies Case Study Studies BtoB 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

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 do believe that some of the core concepts of social CRM are valid.

CRM 50

CRM B to B Marketing Management Eye-Tracking 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. Activity is also a validation point.

Social Networks 50

Social Networks Work Management B2B Marketing Management 50