How Social Media Has Changed Customer Service

social media expert interviewIn this video I interview Peter Shankman, founder of Help a Reporter Out (HARO), vice-president of Vocus and author of Customer Service: New Rules for a Social Media World.

Peter shares the story of HARO and how customer service has evolved and gives insights into the best practices on how to engage with your customers on social media.

You’ll learn what you need to know to create a strong customer-service culture on social media.

Be sure to check out the takeaways below after you watch the video.

41 comments

 
 

How SAP Uses Communities to Connect With Customers

social media expert interviewIn this video I interview Mark Yolton, senior vice president of the SAP Community Network.

Mark shares how SAP’s community of 2 million members from 200 countries is organized around business roles (such as developers, IT professionals and business process experts) to better engage with customers.

You’ll find out how SAP puts together content focused on specific needs to build their community. Listen to the tips to learn how you can get customers to participate in your community.

Be sure to check out the takeaways below after you watch the video.

11 comments

 
 

6 Ways to Socially Reward Your Customers

social media how toLooking to build your customer base and keep people coming back for more?

The answer is to reward your customers.Want to know how? Keep reading…

Why Rewards?

It’s easy to see that social media and other digital technologies are making a huge difference in the way brands interact with customers and how customers perceive a brand’s image.

With so many new business owners testing the waters of social media, it can be easy to forget what our focus should be. Just like any business situation, the customer should be our first priority, always.

Social media is another great way to drive traffic to your website, people into your stores, and ultimately, money into your bank account. One of the best ways to grow your customer base is to reward them.

62 comments

 
 

How Cisco Uses Social Media to Connect With Customers

social media expert interviewIn this video I interview LaSandra Brill, the social media marketing manager at Cisco.  She talks about the cool stuff Cisco is doing with social media.

LaSandra shares insights into how Cisco reached 90 times the audience at one-sixth the cost on a recent social media product launch and how they did this compared to a similar launch using traditional marketing. You’ll also hear about other ways Cisco uses social media to deepen relationships and connect with customers.

Be sure to check out the takeaways below after you watch the video.

16 comments

 
 

Blog Your Way to Corporate Success

social media book reviews“But whether it be dream or truth, to do well is what matters. If it be truth, for truth’s sake. If not, then to gain friends for the time when we awaken.”

Sounds like something from one of Shakespeare’s plays, doesn’t it? Actually, it’s a quote from Pedro Calderon de la Barca, a 17th-century Spanish playwright.

You may wonder where I found such an obscure quote. It was a comment by someone named Vigrx on my blog post titled “Using Social Media to Market Your Business.” He or she was promoting the site vigrxdeals.org. The fact that the quote had absolutely nothing to do with social media was a sure sign that it was spam.

22 comments

 
 

Four Ways to Find Out if Your Customers Are Active With Social Media

social media how toFor many companies, the conversation has shifted from “why” or “should” we do social media, to “where” and “how” social media should be done.

A major component of answering those questions effectively is understanding in which social outposts your customers are concentrated, because there really is no benefit in beating your customers to the punch. Companies should follow, not lead, their customers across the social web.

At conferences, I’m often asked something along these lines: “My boss thinks none of our customers are on Facebook, but I think they are. What do I do?”

Here are 4 ways to find out where your customers are in social media:

48 comments

 
 

8 Easy Twitter Monitoring Ideas

social media how toYou’ve likely heard stories about how big companies are using Twitter as a powerful listening tool.   And although Chris Brogan has been telling us to grow bigger ears for a while, what are you actually doing about it?

Do you want to improve your Twitter listening skills? Here’s a closer look at how to monitor your brand, yourself or your competitors using Twitter (and you don’t need to be a big business!).

Why Is Twitter an Ideal Listening Tool?

Here’s why Twitter is one of the best social media platforms for listening:

46 comments

 
 

Social Media Integration Big Theme for 2010

social media researchSocial media integration is becoming a big buzzword this year.  As social media marketing matures and starts playing a bigger role within marketing campaigns, businesses are beginning to see that social media can be integrated into many channels.

Here are two current studies that show how the integration of social media marketing is changing the way marketers connect and engage with their audiences—online and offline.

#1:  Marketers Ditch Silo Campaigns and Report Social Media as “Critical for Success” (Alterian)

As digital and social media marketing mature, the demand for greater integration is evident. Marketers are quickly realizing that operating in a one-way marketing tunnel makes success impossible in this social media–saturated world.

13 comments

 
 

How IBM Uses Social Media to Spur Employee Innovation

social media case studies“Be yourself.”  It’s one of the rules of social media. If you’re blogging, tweeting or Facebooking for business, be real—or you won’t be followed.

Yet, how do you pull off “authentic” while maintaining the company brand message?

It’s tough enough for a small business. What if you’re #2 on Business Week‘s best global brands list, with nearly 400,000 employees across 170 countries?

At IBM, it’s about losing control.

“We don’t have a corporate blog or a corporate Twitter ID because we want the ‘IBMers’ in aggregate to be the corporate blog and the corporate Twitter ID,” says Adam Christensen, social media communications at IBM Corporation.

94 comments

 
 








Pinterest
Join our Social Media Marketing Networking Club
Get Your FREE Copy of the 2014 Social Media Marketing Industry Report
Wondering how your peers are using social media? Get this free report (50 pages, 80+ charts) and never miss another great article from Social Media Examiner.
Check out the Social Media Marketing Podcast!