Paul Gillin

8 Data Points about the Importance of Customer Experience

Paul Gillin

I was asked to prepare some background information on the importance of delivering a positive customer experience, and I thought I would share some of the research with you. How much does the market reward companies that deliver excellent customer experience?

3 Branded B2B News Services That Get It Right

Paul Gillin

While there’s nothing wrong with that, drive-by customers are hard to engage in conversation. What if you could go a step beyond the downloads and become a trusted and even indispensable information source that customers visit every day?

Trending Sources

The Trouble with Klout

Paul Gillin

Klout’s weaknesses have not stopped it from amassing an impressive list of more than 3,000 business customers and from being incorporated into popular applications like HootSuite as a standard metric. Estimating influence is a delicate balance of art and science.

What a Hotel Manager Taught Me About the Future of Business

Paul Gillin

“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.

The Rise of the Customer Marketer

Explore the changes taking place in customer marketing from the perspective of customer marketers themselves

As Business Goes Social, CIOs Sit on Sidelines

Paul Gillin

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.

Cool & Useful Sites for the Holidays

Paul Gillin

SocialVest is an online retail platform that allows customers to buy and give at the same time. The folks at the Webby Awards sent along a super-helpful list of Web resources to use over the holidays. They range from social shopping to gift recommendations to real-time TV and music sharing. While I was familiar with several of these sites, I hadn’t heard of gems like Yap.tv, Wantful and Trippy. Definitely bookmarkable. The descriptions below were provided by the Webby Awards. Skype

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Skepticism on Gallup’s Gloomy Social Media Assessment

Paul Gillin

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.

My New Book, ‘Attack of the Customers,’ is now available

Paul Gillin

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. Farming Out Customer Care.

Customer Success and Marketing Alignment: The Key to Unlocking Customer Advocacy

Most B2B companies say the customer experience is a priority, but their teams are not prepared or coordinated enough to make this a reality

This Brand Ambassador Program Goes Against the Grain

Paul Gillin

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.

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Stop Talking! I’m Trying to Listen!

Paul Gillin

I recommended setting up multiple Twitter accounts for different functions like customer service and marketing. Three years ago I routinely advised clients to spread their content around liberally through multiple channels as a way to reach the largest possible audience.

How to Promote an Event with Social Media

Paul Gillin

If you can customize to the local language, that’s even better. Many services let you customize the short code to something that’s easy to remember, like your event name or hashtag (for example, bit.ly/AcmeForum Link to your landing page using a custom URL.

Peer Reviews With a Difference

Paul Gillin

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.

How to Summarize Content for a Business Audience

Paul Gillin

Customer-centered objectives are the principal drivers of big data projects, the research revealed.

Five Tips to Make Your Writing Sparkle

Paul Gillin

You may think your situation doesn’t lend itself to such emotion, but with a little imagination, you can get angry about even seemingly mundane things: the way people behave in meetings, the antics of an industry standards group or the way a company treats its customers.

How Twitter Amplifies a Customer Attack

Paul Gillin

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.” For a problem affecting multiple customers, consider creating a unique hash tag for updates.

How Much Should You Pay For Content?

Paul Gillin

Marketers often ask how they can train engineers and technical people to blog, podcast and otherwise engage in deep online conversations with customers.

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Social Marketing Wisdom From a True Practitioner

Paul Gillin

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.

I’ve Been Writing A Lot Lately, Just Not Here

Paul Gillin

report reveals a startling disconnect between B2B companies and their customers that should give every marketer pause to reflect on his or her priorities. Altimeter’s Brian Solis: ‘It’s the Customer Experience, Stupid’ (Huffington Post).

How B2B and B2C Marketing Are Different

Paul Gillin

My fourth book, Social Marketing to the Business Customer , came out this week. While the purpose of this e-mail is ultimately to convince you to buy it, I hope to also impart some insight I gained from immersing myself in business-to-business social marketing for six months.

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IDC Sees Massive Disruption From Industry’s Platform Shift

Paul Gillin

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.”.

15 Tips for Getting the Most From LinkedIn Groups

Paul Gillin

When I see hash tags in a headline, it tells me one thing: This person was too lazy to customize the message for me. I spend a lot of time in LinkedIn groups and have learned a bit about maximizing their potential as conversation-starters. Here are 15 of my favorite tips. Please add your own as comments. Ask Questions. The best way to provoke discussion on LinkedIn is to ask questions. Rather than sharing a link to an article, use it to kick off a discussion.

B2B Blogging Gets Publishing Discipline

Paul Gillin

Another defined the blog’s mission as being “to provide actionable and thought-leadership content for customers and prospects on…topics the company’s product helps optimize.&#.

Live Blog: Lotusphere 2012 Opening Session

Paul Gillin

Content can be organized by various views, including a paper.li -like custom news page and topical filtering. Larry Bowden, VP, Web Experience Software, IBM shows the new IBM Customer Experience Suite. Michael J.

Social Marketing Hangover

Paul Gillin

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.”. We treat every customer as if he or she could bring down our company.”

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IBM’s Beck: Social Business is About Enablement, Not Control

Paul Gillin

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.

IBMer: ‘Social Selling’ Is a Sales Process in Itself

Paul Gillin

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.

Attack of the Customers Press Release

Paul Gillin

New Book Explores Recent Epidemic Of Online Customer Assaults on Businesses. ‘Attack of the Customers’ Helps Marketers and Business Owners Manage and Prevent Reputation Threats Carried on Blogs and Social Networks. How to create a culture that puts customers first.

What Social Media Marketers Should and Shouldn’t Do

Paul Gillin

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. You don’t need to be active on every social network, but you do need to understand the culture of the ones that matter and you do need to respond to customers when they ask questions or talk about you there.

Here’s What 25 B2B Marketers Think Are the Key Trends in 2016

Paul Gillin

Contact influencers in your market – or even your own customers or subject matter experts – and ask them for short paragraphs on a topic, then combine that content into an e-book.

IDC: US Tech Firms Underestimate Emerging Market Opportunity

Paul Gillin

Reality: A wide range of customer needs exist. Misperception: Customers want itemized prices and mix and match the cheapest offerings. Reality: Increasingly sophisticated customers understand that packaged pricing is often a better deal.

Awareness E-Book Raises the Bar on Social Measurement

Paul Gillin

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.

Recommended Reading – 7/9/15

Paul Gillin

Monitor conversations with customers, obsess over quality, research constantly, listen to complaints and always be curious are five useful habits they recommended. Ninja Guide to Content Creation: Top 10 Writing Tools – Content Marketing Institute.

Sensible Talk About Social Media Measurement

Paul Gillin

Paine also astutely points out that good relationships with customers, analysts and other influencers may prevent a crisis from occurring in the first place, an outcome that is almost impossible to measure.

How to Calculate Social Marketing ROI

Paul Gillin

This is a draft of chapter 10 of Social Marketing to the Business Customer by Paul Gillin and Eric Schwartzman. It may be possible to calculate a payback through extensive customer perception or employee satisfaction analysis, but why bother? Expiring customers. Customer loyalty.

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Transforming P&G

Paul Gillin

The company’s almost obsessive approach to research has marketers and engineers routinely visiting customers’ homes to spend hours watch people doing laundry, diapering their babies and brushing their teeth.

Surveys Show ‘Social Business’ Concept Gaining Traction

Paul Gillin

Furthermore, a significantly larger percentage agreed with the statement that social media marketing is “easy to use,” “doesn’t take up too much time,” and “works with my customers” than did so in the spring.

Attack of the Customers: The Pampers Dry Max Crisis

Paul Gillin

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 company was well aware that the entire Pampers franchise depended upon customer trust.

Disconnected

Paul Gillin

Five days later, my local RCN office remains one of the 3% of utility customers statewide who have yet to get power back. Downed trees in Framingham (Photo via Framingham Patch). Today is my fifth day without Internet service.

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