Paul Gillin

DECEMBER 18, 2012

One of the things that has always captivated me about social media is the power it gives to individuals to greatly amplify their voice. With YouTube views averaging about 25,000 per day, her story caught the eye of mainstream media, which is usually the turning point at which things happen. Goodbye to all that, and good riddance.

Paid Search Agency 50

Paid Search Agency Word of Mouth Amazon Viral Marketing 50

Paul Gillin

JULY 25, 2013

Don’t ignore customer service on social media. Social media gets discussed ad nauseam as a marketing tool, but it does have other business applications. A Quick Guide to Social Customer Service. The Human Connection In Customer Service. Attack of the Customers Crisis Social Media' Open this article.

Case Studies 50

Case Studies Social Media Case Study Facebook 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. FIR B2B #19: Doubts about Social Media’s Lead Gen Potential.

B2B Thought Leadership 50

B2B Thought Leadership Cost per Lead Lead Gen Thought Leadership 50

Paul Gillin

AUGUST 4, 2016

Last week I had the opportunity, for the second year in a row, to teach social media marketing to a group of former NFL players under a league program call The Trust, which helps former players set up and run their own businesses. Bernard Robertson (T – Bears) has a financial services business. The group of 12 was like a brotherhood.

Class 50

Class Work Management Marketing Management Press 50

Paul Gillin

OCTOBER 3, 2014

The world of online B2B news services continues to expand with the introduction of Engineering360 , which owner IHS calls “the world’s largest online destination for engineers.” IHS is the biggest media company I’ve never heard of. Based in Englewood, CO, it had revenues of $1.8

Communities 50

Communities Verticals B2B Domain 50

Paul Gillin

JUNE 29, 2011

Also, check out Social Media Quickstarter , a tutorial site aimed at small businesses and launched just this week by Constant Contact. One smart move was to prominently note that the resource is “ Powered by KnowHow ,&# which is a training service the company offers. There is a crying need for this kind of basic education.

Social Marketing 50

Social Marketing B2B Marketing B2B B to B 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. His advice to social media marketers: “Think big. John Hancock had no social media strategy at time.

Social Marketing 50

Social Marketing Planning Marketing Management Word of Mouth 50

Paul Gillin

AUGUST 30, 2013

Sixty-two percent of B2B and 42% of B2C customers purchased more after a good experience , while 66% and 52%, respectively, stopped making purchases after a bad experience, according to a recent survey of 1,000 people who had had recent customer service interactions. Attack of the Customers B2B marketing Social Media social networks'

Churn Rate 50

Churn Rate Social Networks Gartner Network Marketing 50

Paul Gillin

JULY 29, 2011

The question of how to measure social media performance, particularly in a marketing context, continues to be one of the industry’s hottest topics. The most successful of those are reporting direct correlations between social media marketing and sales, and they have certain practices in common.

Multi-Channel 50

Multi-Channel Top of Funnel Correlation Social Media 50

Paul Gillin

JANUARY 24, 2013

Decision-makers believe that social media has made managing crises more difficult and more expensive,” Gillin said. “We A popular speaker and writer, he has addressed more than 150 conferences and groups and published more than 200 articles about social media marketing since 2008.

Press 50

Press Peer-to-peer Amazon BtoB 50

Paul Gillin

APRIL 28, 2013

My host for the event – Thomson Reuters – had prepared me for a gauntlet of checks, and the Washington Hilton was indeed swarming with Secret Service and hotel security personnel. To enter the area where the media organizations were holding their parties, I simply presented the printout to the security personnel.

Lock-In 50

Lock-In Television marketing Blast Campaigns Organization 50

Paul Gillin

MAY 31, 2010

Technology Leadership Council is hosting its second annual Social Media Summit. Tags: B2B Social Media events innovation. There are a couple of events coming up in the Boston area this week that I hope you’ll attend. On Thursday, June 3, the Mass. David Weinberger (right) kicks it all off as our keynote speaker. Sign up here.

Forrester 50

Forrester Social Media Tagging Communities 50

Paul Gillin

APRIL 13, 2012

Finance in the online media category. Its technology platform uniquely mines the much-needed benchmarks from the deluge of social media data to provide firms with actionable insights on how they are performing against their competitors.”. Great, so now what? Unmetric doesn’t offer a whole lotta help. “Its

Advertising Benchmark 50

Advertising Benchmark Opinions Social Media Twitter 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. Surprising is that IT isn’t even on it.

Business 50

Business Leads Lead Marketing Qualified Leads 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

APRIL 18, 2012

Both services provide great value for brands in very different ways. It turns out you can say more in 140 characters than you may think, and Twitter’s forced brevity actually encourages people to share information they wouldn’t communicate through long-form media like blogs or even e-mail. Understanding Twitter.

Twitter 50

Twitter Linkedin Facebook Social Networks 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. A full-time four-person social media team manages the community and other social media programs, responding to questions, correcting misstatements and encouraging lurkers to come forth.

Communities 50

Communities Cost per Acquisition Peer-to-peer Work Management 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. I responded that no slight was intended. Blaming the Tools.

Social Marketing 50

Social Marketing Marketing Analytics Tools Peer-to-peer Paid Search Agency 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. A couple of hours of media training does wonders. Contributions to the company’s social media programs potentially reach a much larger audience than a presentation at a trade show.

Trade Show 50

Trade Show Youtube Statistics Social Media 50

Paul Gillin

MARCH 13, 2012

These “green field” markets are building IT infrastructures around mobile technologies, adopting social media for content distribution and investing in “smart cities” at a faster rate than mature markets, Ng said. There is a growing appreciation of value and the importance of high-quality service in Asia/Pacific in particular, Ng said.

Planning 50

Planning Forecasting Mobile Marketing Paid Search Agency 50

Paul Gillin

FEBRUARY 7, 2011

The Groupon ads, which were intended to be parodies, used celebrities to stage mock public service announcements that ended in pitches for Groupon’s coupon service. Too bad Groupon didn’t mention any of those noble goals in the commercials themselves. Andrew, you set a high-water mark for offensiveness.

Godaddy 50

Godaddy Public Relations Comparison Paid Search Agency 50

Paul Gillin

JANUARY 13, 2012

My philosophy of building a Twitter following has always been to provide interesting content about the Internet, digital media and publishing, with occasional excursions into my beloved Red Sox and New England Patriots. My favorite bookmarking service is Diigo , and I have Dlvr.it That’s the reward of a quality following.

Twitter 50

Twitter Ad Building Tips Tagging 50

Paul Gillin

NOVEMBER 8, 2010

Another is Diigo , a social bookmarking service, I discovered about three years ago that has been my favorite ever since. Another useful service that I initially dismissed when I saw a year ago is dlvr.it , an RSS syndication service. Tweetdeck for Twitter is one. I have dlvr.it

Skype 50

Skype Product RSS Copyright 50

Paul Gillin

SEPTEMBER 8, 2010

Most make little margin on new vehicle sales anymore and must take most of their profit from service. In the end, the rise of social media “is likely to present companies with a critical question that is bound to keep executives busy for the next few years: What business are we in?&#

Rules 50

Rules Organization Work Management Peer-to-peer 50

Paul Gillin

OCTOBER 7, 2010

CRM is a well-established discipline that presumes that the more information we can capture about a customer’s interactions with our company, the better we can deliver products and services that the person wants to buy. Tags: B-to-B Social Media influence socialnetworks CRM socialcrm socialmap. But it’s not 2.0

CRM 50

CRM B to B Marketing Management Eye-Tracking 50

Paul Gillin

AUGUST 29, 2012

Visitors griped about everything from rude P&G customer service reps to price changes. Fox is a 30-year media relations veteran with more than a decade at P&G and experience with the customer skirmishes that are a constant fact of life at such companies. As complaints piled up, a conspiracy mentality took hold.

Paid Search Agency 50

Paid Search Agency Advertising Agencies Facebook Customer Satisfaction 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. How can you use a mobile app to provide service to the customer? This is old-media thinking. Service had little to do with it.

Web 2.0 50

Web 2.0 Internet Marketing Mobile Marketing Marketing Proposals 50

Paul Gillin

JANUARY 2, 2011

Whether you copy and paste a thread from Twitter search or a chat-hosting service like Twebevent , the default presentation is reverse-chronological, with the most recent posts at the top and the earliest at the bottom. Or replace hash tags like “#sm&# with “social media&# to make the conversation accessible to the uninitiated.

Order 50

Order Twitter Tagging Keywords 50

Paul Gillin

JANUARY 17, 2012

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. Presentations are recorded and posted as audio files, which participants can follow up in forums. Time to Market.

Wiki 50

Wiki Peer-to-peer Work Management Marketing Management 50

Paul Gillin

MARCH 10, 2011

For business pros in industries like communications, manufacturing, retailing, financial services and even construction, LinkedIn groups are becoming vertical social networks in their own right. LinkedIn has evolved far beyond its roots as a professional networking service. This is the ideal B2B environment. And they’re busy.

Social Networks 50

Social Networks Enterprise Management Peer-to-peer Work Management 50

Paul Gillin

AUGUST 19, 2011

Customer service is number two. But you’d be surprised how forgiving people can be about customer service if the room is clean,&# he says. Wright’s attitude is one of the reasons the Wyndham Wingate has a 91% positive rating on TripAdvisor. 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

MAY 27, 2010

The rest of the chapter will go into the various kinds of social communities and how to use them, with examples from the HR, food service, medical and construction industries. Spiceworks is a technology company that acts like a media company. They are both the oldest form of social media and also the newest.

Communities 50

Communities B2B Work Management Marketing Management 50

Paul Gillin

OCTOBER 19, 2011

That doesn’t have to be the case, says David Brody, Managing Partner at North Social , a software as a service company that specializes in serving small and medium businesses (SMBs) with a suite of Facebook apps that they can quickly integrate into their Facebook presence. The Animal Print Shop gives away desktop wallpaper.

Facebook 50

Facebook Tips Digital Asset Management Business 50

Paul Gillin

APRIL 13, 2011

As a frequent speaker at events of all sizes, I’ve had a chance to observe some of the best practices conference organizers used to promote their events through social media. EventBrite is a great service, but I recommend against using it as your event landing page. Create short-code URLs using a service like Bit.ly.

Social Media 50

Social Media Promotion Media Landing Pages 50

Paul Gillin

MARCH 1, 2012

A spokesman quoted in the story protests that Google+ is simply a social networking layer on top of other services. Most people interact with the service through third-party clients and services that use the Twitter APIs. I don’t know how Google can spin these numbers as positive.

Social Networks 50

Social Networks Twitter API Facebook 50

Paul Gillin

DECEMBER 16, 2010

I’ll resist that urge, though, and instead present a plea: Let’s make 2011 the year we stop talking about “social media.”. It’s not that social media is no longer important. On the contrary, today there’s almost no media today that isn’t social. This is the time of year when a lot of people make predictions.

Social Media 50

Social Media Media RSS Verticals 50

Paul Gillin

JANUARY 16, 2012

BASF Chemical wanted to see two-thirds of those silos move to a shared service within a year. BASF Chemical set up webinars, learning events, demonstrations and consulting services to move people onto the new platform at their own pace. Don’t talk platforms to the users, Liew cautioned. Speak in terms that make business sense.

Peer-to-peer 50

Peer-to-peer Wiki Enterprise Management Communities 50