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

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. The PR agency for a startup called Social Rebate has been asking bloggers to comment on the company’s somewhat novel approach to brand ambassadorship.

Paid Search Agency 50

Paid Search Agency Branding Brand Identity Peer-to-peer 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

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. URL shortening services like Bit.ly With that in mind, make sure your posts have a personal tone.

Linkedin 50

Linkedin Webinar Metrics Tips Webcast 50

Paul Gillin

JUNE 3, 2014

That’s the task that Microsoft veteran Yoav Schwartz and a team of Israeli developers have tackled with WhoDoYou , a ratings service that taps into Facebook conversations to rank local businesses. The quality will no doubt improve, and WhoDoYou has done us all a service by capturing conversations that would otherwise be all but invisible.

Peer-to-peer 50

Peer-to-peer Social Networks Facebook Analysis 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. Executives talk the talk but still don’t walk the walk.

Churn Rate 50

Churn Rate Social Networks Gartner Network Marketing 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

MARCH 13, 2012

There is a growing appreciation of value and the importance of high-quality service in Asia/Pacific in particular, Ng said. For example, mobile platforms are the dominant platform for consumer services. Many people don’t have bank accounts and so expect to pay for services in advance.

Planning 50

Planning Forecasting Mobile Marketing Paid Search Agency 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

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. Unlike those ads, no one walks away from our commercials taking the causes we highlighted less seriously.”. Andrew, you set a high-water mark for offensiveness.

Godaddy 50

Godaddy Public Relations Comparison Paid Search Agency 50

Paul Gillin

APRIL 24, 2012

Deliver high-quality goods and services. Actively participate in effecting change by using social networks. Also according to Greenberg, companies that trust their customers: Listen to customer needs and feedback. Treat employees well. Place customers ahead of products. Makes sense, doesn’t it?

Peer-to-peer 50

Peer-to-peer Social Networks High Quality Lead Advertising Channels 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? Service had little to do with it. and Twitter. Consider item 1 above.

Web 2.0 50

Web 2.0 Internet Marketing Mobile Marketing Marketing Proposals 50

Paul Gillin

MARCH 13, 2012

Among them: Spending on mobile data services will surpass spending on fixed data services this year for the first time. Gens outlined some striking changes in the platforms and architectures that underlie what he called the “third platform” of computing after mainframe and client/server.

Work Management 50

Work Management Marketing Management Word of Mouth Mobile Marketing 50

Paul Gillin

JANUARY 16, 2014

Great companies go beyond just providing a product or service. They think of themselves as partners in the success of their customers.

Small Business Marketing 50

Small Business Marketing Contacts Ideal Customer Profiles Word of Mouth 50

Paul Gillin

JUNE 29, 2011

One smart move was to prominently note that the resource is “ Powered by KnowHow ,&# which is a training service the company offers. It’s a low-key approach to branding that uses the quality of the content to validate the service.

Social Marketing 50

Social Marketing B2B Marketing B2B B to B 50

Paul Gillin

MAY 26, 2012

If you’re looking for landscaping services in Metro West Boston , you can’t do better than Green Velvet Gardens. A rhododendron that has never bloomed in five years was moved into the sun and flowered for the first time. We’re just delighted with the transformation. As they say on eBay, “A +”

Service 50

Service 50

Paul Gillin

SEPTEMBER 2, 2011

Today is my fifth day without Internet service. Lack of TV service has left me unable to watch my beloved Red Sox during a series with the Yankees this week. Downed trees in Framingham (Photo via Framingham Patch). My connection dropped on Sunday during Tropical Storm Irene, when my cable provider, RCN, lost power.

Cable 50

Cable Press Twitter Facebook 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.

Skype 50

Skype Product RSS Copyright 50

Paul Gillin

JUNE 5, 2012

I tried Prezi , the online presentation service that comes at presentations from a completely different angle. So I thought the least I could do is to change the way I create my message. Instead of a slide deck, Prezi uses a “canvas” onto which you can drop elements.

Conference 50

Conference Education Order Organization 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. However, when it came to gaining access to the parties where dignitaries had gathered, I found that little more than a printed invitation was involved.

Lock-In 50

Lock-In Television marketing Blast Campaigns Organization 50

Paul Gillin

APRIL 25, 2011

Founders Julia and Frank D’Agnese enlisted dozens of content partners like Alternative Energy News, BBC Earth Explorers, The Christian Science Monitor, European Environment Agency, the US Forest Service and the US Geological Survey to contribute content, which is summarized on “knowledge portals&# and linked back to the original source.

Curation 50

Curation Examples Content Ad Agencies 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

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. Users have adapted and modified this relatively simple publish-and-subscribe service in thousands of creative ways, making Twitter one of the best tools for finding out what’s going on now in a wide range of professional activities and leisure interests.

Twitter 50

Twitter Linkedin Facebook Social Networks 50

Paul Gillin

JUNE 22, 2012

They’re also more likely to be involved in customer service, supply networks and multi-channel marketing. It finds that the best marketers have higher-than-average involvement in products, price, placement and promotion than average. basically, they’re assuming a more central role in business strategy.

Correlation 50

Correlation Research Multi-Channel Paid Search Agency 50

Paul Gillin

JUNE 26, 2014

These services may not meet everyone’s definition of social media, but the function they perform is the same. TripAdvisor currently lists more than 150 million travel reviews on its site and Yelp has 57 million reviews of local businesses. Someone is a paying attention to this stuff. Related articles.

Social Media 50

Social Media Media Peer-to-peer Social Networks 50

Paul Gillin

JULY 29, 2010

Keyword filtering has all kinds of shortcoming and RSS feeds are little better than headline services. This company owns a portfolio of properties throughout the US and uses localized websites as both a marketing and customer service tool. Someone has to sift through all that source information to decide what to keep.

Curation 50

Curation Enterprise Management Web 2.0 Work Management 50

Paul Gillin

APRIL 13, 2012

I suppose you’ll have to sign up for the service to find out, since “responding to queries quicker on Twitter” probably isn’t going to satisfy the CFO. And what are the “actionable insights” we gain from this? My opinion of black-box influence metrics has been consistent all along : They oversimplify a complex issue.

Advertising Benchmark 50

Advertising Benchmark Opinions Social Media Twitter 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. It seems only natural that online social interactions should be part of this profile.

CRM 50

CRM B to B Marketing Management Eye-Tracking 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.

Social Marketing 50

Social Marketing Planning Marketing Management Word of Mouth 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. The ability to build detailed audience profiles, customize services for individuals and maintain a level of confidentiality were good reasons for CareOne to choose the path it did.

Communities 50

Communities Cost per Acquisition Peer-to-peer Work Management 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.

Order 50

Order Twitter Tagging Keywords 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.

Social Networks 50

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

Paul Gillin

JANUARY 13, 2012

My favorite bookmarking service is Diigo , and I have Dlvr.it I never forget that everything one says on Twitter is public. I make it easy to post tweets to interesting information I find. I use Dlvr.it to automatically post links to new entries on my blogs. ” I use a simple bit.ly

Twitter 50

Twitter Ad Building Tips Tagging 50

Paul Gillin

APRIL 24, 2012

Product and service innovation. A key value of social networks to our daily lives is that they make it easier to find people who can help us get answers and save time, so why not apply those same goals to sales? The social business initiative was organized around three key tasks: Customer care and insight; Workforce optimization; and.

Business 50

Business Work Management Customer Satisfaction Marketing Management 50

Paul Gillin

SEPTEMBER 8, 2010

Most make little margin on new vehicle sales anymore and must take most of their profit from service. Many companies will find that their only source of sustainable advantage is in customer service, systems integration and innovation. As the Internet has created smarter car buyers, auto dealers have had to overhaul their businesses.

Rules 50

Rules Organization Work Management Peer-to-peer 50

Paul Gillin

JULY 29, 2011

Nearly 80% of the companies Awareness surveyed use social media channels to identify and respond to customer service issues and two-thirds use them for prospecting. 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