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.

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Are You Ready for a Real-Time Marketing and PR Crisis?

social media book reviews“Marketers no longer have control.” Have you heard this before? Maybe you’ve lived it firsthand?

Social media has enabled people to rapidly swarm—creating monsoons that can cause serious damage to your business OR create serious opportunities if you’re ready.

The upside to real time goes way beyond crisis management. Real-time firestorms can create once-in-a-lifetime opportunities for businesses that are prepared and can quickly respond.

In this article, I’ll review what you can do right now to prepare for your next real-time situation.

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How Twitter Helped the Discovery Channel During a Hostage Crisis

social media case studiesWhen a gunman took three hostages at Discovery Communications headquarters (home of the Discovery Channel) on September 1, 2010, hundreds of news outlets reported the crisis.

Yet mainstream media was not the first to break the story. An employee inside the Silver Spring, Maryland facility took a photo of an armed law enforcement official using a mobile phone and posted it on Twitpic.

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How State Farm Insurance Uses Social Media

social media expert interviewIn this video I interview Kelly Thul, Director, Enterprise Internet Solutions at State Farm Insurance.  Kelly shares insights into how State Farm has over a million views on YouTube, how they communicate using YouTube, Twitter, and Facebook.

You’ll learn how State Farm took advantage of a partnership to get started in social media and learn about the environment three years ago.  You’ll also find useful tips for your corporate social media strategy. So be sure to read the takeaways below and leave your comments below once you’ve listened to the video.


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How to Use Twitter Events to Grow Your Network

social media how toTwitter is a great platform and it truly rocks for person-to-person networking.  But what if you want to grow your network or find more people to connect with offline?  This is where Twitter events can be very useful.

Twitter events allow you to network at specific times with larger groups of people through the use of hashtags.

Twitter events can help you find people to build your own Twitter network. And as you participate in these events, you will increase your Twitter authority on the topics you discuss.  You can even create your own Twitter events to drive your networking and social media marketing.

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12 Tips to Engage People on Twitter

social media how toAre you a newcomer to Twitter? Do you need a little help crafting tweets to engage people in meaningful conversations?

You can start a conversation on Twitter in many different ways, but they all come back this: be yourself and find the right tone to engage with people you want to get to know better.

In this post I’ll explore some easy ways to start Twitter conversations.  You’ll see just how easy it is to take this first step in networking on Twitter in fewer than 140 characters at a time.

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7 Ways to Overcome the Social Media Time Sink

Many business owners and marketing professionals respond to the social media buzz with what Olivier Blanchard calls the “Social Media Terror Syndrome“—a wait and see approach.  The next barrier is often a lack of time.  And the focus becomes “how do I avoid the social media time suck?

Here are 7 steps to help you overcome the time dilemma.

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