Are you looking for a way to keep pace with the quickly evolving field of social media marketing?
If so, Social Media Examiner has some exciting news…
But first, consider this story.
Imagine your business competing for your state’s “Best Brand” title against huge names such as Target, Dairy Queen and Wheaties.
In this video I interview Frank Eliason regarding the connection between customer service and social media. Frank is now Senior Vice President of Social Media at Citigroup and is also known for his previous role at Comcast.
Frank is a pioneer in using social media for customer service and in this video he talks about what has changed over the last few years. He also shares tips for companies to improve customer support.
You’ll find more takeaways below. Be sure to leave your comments after you watch the video.
The cost-effectiveness of social media has vaulted it to the top of the list of tools used to improve customer retention. But how do you measure whether social media is affecting your ability to keep customers?
I recently interviewed the world’s leading marketing expert Seth Godin, author of 11 books (many of them focused on marketing). Some of his more notable books include Permission Marketing, Purple Cow, and Tribes. His most recent bestseller is called Linchpin: Are You Indispensable?
During this interview, you’ll learn how Seth employed new media to promote his latest book and his thoughts on marketing and social media. Note: Be sure to listen to the complete interview at the bottom of this article.
Mike: What exactly is a “linchpin” and how do I know if I’m one?
Seth: A linchpin is the person we can’t live without—the indispensable person who does work that matters, the person who is trying to stand out as opposed to fit in, the one who’s not easily replaceable, the low-paid cog in the giant industrial machine but, in fact, the person whom we seek out.
Have you ever wondered how a business handles more than a million Twitter fans? Want the inside scoop from the largest retailer on Twitter?
Even if you’re a small business, there’s some great insight to be gained from Marla Erwin, Interactive Art Director for Whole Foods Market. Marla was instrumental in creating Whole Foods’ acclaimed social media program and the results have been phenomenal! For example, in the first year, Twitter.com/Wholefoods gained a million Twitter followers. It has now surpassed 1.75 million people.
If you’re not familiar with Whole Foods, it’s the leading natural and organic food store in the world with nearly 300 locations in North America and the United Kingdom.
Whole Foods Market is the most popular retailer on Twitter and is a leading example of Twitter’s power to build millions of relationships a single customer at a time. Here are key excerpts from our interview (you can listen to the entire exchange at the end of this article).
In this interview I talk with Frank Eliason—the senior director of national customer care for Comcast—and the man behind @ComcastCares.
You may have heard that Comcast is on Twitter, but Frank talks about the channels Comcast monitors and how they engage customers. Frank mentions a concept called “peers helping peers.” In the video Frank also talks about what types of employees are best for handling Twitter support. Frank shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. He also shares the biggest mistakes businesses make with social media.
VIEW VIDEO HERE NOW: