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.
I believe this is true for strategists and entrepreneurs, as well as creatives: “Nobody tells this to people who are beginners, I wish someone told me. All of us who do creative work, we get into it because we have good taste. But there is this gap. For the first couple years you make stuff, […]
Author Rank by Google is going to become a competitive differentiator for B2B companies who care about organic search in their sales and marketing efforts. Why? In many industries, B2B selling relies heavily on the people who meet with customers, establish relationships and credibility, and ultimately sell products, services and solutions to buyers. Author Rank makes changes the results that people see in Google, and the information that is displayed in the results. And anyone who relies on personal relationships to sell or market needs to understand the changes.
Eloqua recently published very interesting data, showing that gamification significantly increased engagement in their online customer community (chart below).
These are the best quotes from customers, partners and employees at JiveWorld in Las Vegas, updated throughout the conference, which occurred in October 2012.
These are the most compelling and informative quotes from the Spredfast Summit, in Austin, TX, 2012.
These are the most compelling quotes from the Twitter stream around Dreamforce 2012 (Sep 18 – 20, 2012).
The team at Convince and Convert wrote today about the widespread problem of plagiarism in social media, and the problem will only continue to worsen as more people produce more content on the public web. Here are three strategies you can take, to ensure you get the returns that you deserve for your original content work.
In 2009, Gartner reported that 70% of social business programs fail. Some folks seemed surprised. But, let’s take a look at the range of failure rates reported for CRM projects over the years.
Many organizations deploy an expertise locator tool within their social business program, but few employees use them because (1) the benefits do not outweigh the work of maintaining a profile, and (2) self-maintained expertise profiles are usually inflated and inaccurate. Therefore, people rely on personal networks within their organization to know who to call when they need something. That is now changing.