If you have a problem that persists for a very long time, maybe it’s not a problem. Maybe it’s a fact. That is information overload: a fact that isn’t going away. And anyone managing an Employee Advocacy program needs to think about how you will help your employee advocates deal with the persistent problem of […]
Listening is a critical component of any employee advocacy program, and Forrester just updated their analysis of the leaders in the listening space (continue to view chart).
During Dreamforce this year, 135,000 people attended, and the online conversation was massive. Did you know that IBM actually dominated at least one of the many online conversations? Do you know why?
With so many companies now investing in programs to empower their employees as brand advocates in social media, the number of software vendors pitching the space is increasing quickly. To help you understand the vendors in this space, we are publishing a Software Buying Guide for Social Employee Enablement and Employee Advocacy.
Below are the four ideas suggested by panelists in the Next-Generation Customer Experience panel at Constellation Connected Enterprise 2013, when given 30 seconds to state 1 thing that brands should do to improve customer service or customer care:
Gartner recently published their 2013 Hype Cycle for Social Software. Its a great list of technologies evolving in the space, and also includes a few types of initiatives, which aren’t really software — such as “No-email Initiatives”. It is not entirely clear why some technologies are split between mobile and non-mobile (e.g., mobile collaboration gets […]
The folks at Eloqua compared the sources of web traffic from social venues, between B2C and B2B brands using their marketing automation solution. They found striking differences, as shown in the chart below:
Recent mistakes by Bank of America on Twitter have people wondering if customer care will survive in social media, or if brands will eventually stop doing it. We believe that social customer care will continue to grow because customers demand it, and the economics for the brand support it.
Nearly every social media tool and research report has a chart showing brand mentions, by venue, and they almost always show Twitter as the venue with the highest volume. This is useless data.