Customer Engagement
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Customer Engagement
Articles related to my PhD topic: customer engagement on social media. you'll find articles here on: Social networks, branding, consume behaviour, etc.
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Institute of Customer Service - Customer complaints see 8-fold rise on social media

Institute of Customer Service - Customer complaints see 8-fold rise on social media | Customer Engagement | Scoop.it
The report, called ‘Service Goes Social: how organisations can deliver customer service through social media’ indicates that customers are also prepared to engage with brands, in a supportive manner.  Many “Like” or “Follow” the organisations they buy from and 39 percent actively ‘give feedback’.  For some, online platforms are a shop window, with 31 percent turning to social media to make pre-sales enquiries.
Laurence Dessart's insight:

Customers are increasingly willing to engage with brands on social media. Although 1/4 user makes complaints on social media, 64% of them view their interactions with brands as good experiences. 

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A company fighting the meaningless cycle of clicks and likes

A company fighting the meaningless cycle of clicks and likes | Customer Engagement | Scoop.it
Exclusive A new startup, Kifi is using the techniques of viral marketing and engaging app design, not to make you click on the latest memes, but to help you find more useful knowledge.
Laurence Dessart's insight:

The new curation system based on your real interested - no more meaningless likes and no more waste of time? Let's see! 

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Will 2015 Be The Year Of Branded Social Communities?

Will 2015 Be The Year Of Branded Social Communities? | Customer Engagement | Scoop.it
With brand reach in decline on Facebook and Twitter, is it time to engage socially with consumers on dedicated, brand-hosted communities?
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The Danger of Siloed Social Media

The Danger of Siloed Social Media | Customer Engagement | Scoop.it
In early 2012, McDonald’s launched a social media campaign to try and inspire customers to tell heart-warming stories about happy meals under...
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How to deal with negative online comments

How to deal with negative online comments | Customer Engagement | Scoop.it
Online feedback can have a devastating impact on your firm’s reputation. Emma Feathersone looks at how to limit damage
Laurence Dessart's insight:

How to deal with negative comments online - quite right, although I'm not sure you should necessarily stay in the channel - sometimes it's better to move things offline to stop the fire. Anyway, here are the key tips: 

 

1. Respond quickly

2. Stay in the channel

3. Admit when you are wrong

4. Do your best to put the issue right

5. Don’t differ in how you would handle a situation between channels

6. Be human not corporate – let your employees be themselves it will help them to develop a rapport with the customer

7. Remember that thousands of people could read your response

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Why Customer Engagement Matters So Much Now

Why Customer Engagement Matters So Much Now | Customer Engagement | Scoop.it
Wary consumers will give more money to the businesses they feel emotionally connected to -- while ignoring, or even opposing, those that provide them no value.
Laurence Dessart's insight:

This article focuses on the emotional aspect of engagement and how fully engaged customer result in higher spend, more frequent store visits, and cross-purchase: in other words, more loyal customers. 

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30 necessary facts to know about native advertising

30 necessary facts to know about native advertising | Customer Engagement | Scoop.it

Native advertising is a form of paid media where the ad experience follows the natural form and function of the user experience in which it’s placed.

The largest social platforms monetize with native, in-feed ads, promoted posts and sponsored stories including Facebook, Twitter, Pinterest, Instagram, and Tumblr. The publishing industry has quickly followed suit, as companies such as Time Inc, Forbes, Wall Street Journal, New York Times, and USA Today, introduce new advertising integration on desktop and mobile that match both the form and function of their editorial feeds.

The chart above from Google Trends, which shows how often specific keywords have been queried over time, says it creating quite a lot of interest among online paid media options.

Two years ago, brands captured photos or videos of guests on Facebook and overlaid a logo or brand message. Last year, native advertising was a $3.7 billion media industry, 56% larger than social display ads (source: eMarketer), Native advertising is expected to grow by $700 million each year for the next four years.

It opens lots of possibilities for marketers to reach their targets in engaging and sharable ways. To help you navigate this medium, here are 30 necessary facts to know about native advertising.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, June 18, 2014 11:23 AM

A valuable & comprehensive collection of facts and stats about the use of #nativeadvertising. A resource that is definitely a keeper!

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Facebook Engagement Is the New Focus Group

Facebook Engagement Is the New Focus Group | Customer Engagement | Scoop.it
Facebook engagement won't necessarily rev a brand's sales, but a new report argues that it acts as market research for social media advertising.
Laurence Dessart's insight:

Engagement would be useless in predicting or increasing sales, but a way to measure, or pretest ad efficiency. Really?

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The 5 Must Have Social Trends of 2014

The 5 Must Have Social Trends of 2014 | Customer Engagement | Scoop.it
The year is still young, but several social media marketing trends have taken root.
Planning a social media marketing event requires spotting those trends as they bubble up.
As the content planner behind this June’s Demand Success, the Mid-Atlantic’s largest marketing and...
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33 Amazing Facebook Page Statistics (Updated March 2014)

33 Amazing Facebook Page Statistics (Updated March 2014) | Customer Engagement | Scoop.it
Here are a bunch of amazing Facebook page statistics and facts that illustrate just how vast their empire is. Updated for March 2014.
Laurence Dessart's insight:

Some very useful Facebook pages stats, incl. number of pages, etc.

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How to measure engagement: secrets from three leading publishers

How to measure engagement: secrets from three leading publishers | Customer Engagement | Scoop.it
Three publishers highlight the different approaches media brands are taking to strengthen customer relationships
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What's the Best Social Media Management Software? [INFOGRAPHIC] - SocialTimes

What's the Best Social Media Management Software? [INFOGRAPHIC] - SocialTimes | Customer Engagement | Scoop.it
G2 Crowd analyzes hundreds of reviews to see what the pros think of social media management software like Hootsuite, Tweedeck and Buffer.
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Top Games on Facebook.

Top Games on Facebook. | Customer Engagement | Scoop.it
Fan Page List is a directory of Official Facebook Fan Pages and Official Twitter Accounts of your favorite brands, celebrities, athletes, musicians, politicians, movies, TV shows, products, games, news, sports teams and organizations.
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Engagement Secret Sauce...

Engagement Secret Sauce... | Customer Engagement | Scoop.it
Customer Relationships - What makes social networks so addicting? Here are four ways to apply their tools and tactics to your own online properties and keep your audiences from straying.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 8, 2015 10:25 PM

4 key lessons from #social networks to drive better #engagement across your channels:


1. Content fuels everything


2. If it's not real time, then it's stale


3. Don't just give them something to look at, give them something to do


4. Foster connections between people


Social media #marketing no longer lives exclusively on social media. It needs to exist everywhere a consumer is interacting with your brand, especially #mobile , do you agree?



Julie Courtois's comment, June 14, 2015 9:18 AM
Thanks Eric! Love this tips
Eric_Determined / Eric Silverstein's comment, June 14, 2015 12:07 PM
You are welcome Julie!
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4 Reasons Why Consumers View Brands As Relationships - Juntae DeLane

4 Reasons Why Consumers View Brands As Relationships - Juntae DeLane | Customer Engagement | Scoop.it
4 Reasons Why Consumers View Brands As Relationships. If We Measure Brands The Way We Measure Healthy Relationships, We Can Easily Trump The Competition.
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Brand Experience Report 2014: Six brands on experiential

Brand Experience Report 2014: Six brands on experiential | Customer Engagement | Scoop.it
Heineken, Vita Coco and Adobe are among six brands that were asked what they look for from experiential, as part of Event's first Brand Experience Report.
Laurence Dessart's insight:

Interesting for course content! 

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The Future of Social Media ROI: From Likes to Relational Metrics

The Future of Social Media ROI: From Likes to Relational Metrics | Customer Engagement | Scoop.it
Last year’s record haze that blanketed Singapore and surrounding countries caused enormous social media chatter. Singaporeans turned to...
Laurence Dessart's insight:

INSEAD sees right into social media metrics and the importance of relational aspects of social media engagement. 

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99% of Social Media Posts Generate Almost no Engagement [STUDY] - AllTwitter

99% of Social Media Posts Generate Almost no Engagement [STUDY] - AllTwitter | Customer Engagement | Scoop.it
99% of Social Media Posts Generate Almost no Engagement [STUDY]
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6 Lesser Known Uses of Beacons in Restaurants | News | Hospitality Magazine (HT)

6 Lesser Known Uses of Beacons in Restaurants | News | Hospitality Magazine (HT) | Customer Engagement | Scoop.it
Merging mobile marketing efforts with beacon technology can result in increased sales and loyalty.
Laurence Dessart's insight:

How to drive customer in a store, give them a more valuable experience and increase delight. A great article on the use of beacons for restaurants in particular. 

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How to Increase Your Facebook Engagement by 275%

How to Increase Your Facebook Engagement by 275% | Customer Engagement | Scoop.it
Have you ever wondered why some posts go viral on Facebook while others don’t? Well, you won’t have to guess any more. It has nothing to do with luck, bu
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The Performativity of Social Movements (CC @TGJBrock)

The Performativity of Social Movements (CC @TGJBrock) | Customer Engagement | Scoop.it
What does it mean to talk about the performativity of social movements? The obvious answer is to look to the aspect of performance inherent in the mobilisation of contemporary social movements. In ...
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File:Population pyramid of Facebook users by age.png - Wikipedia, the free encyclopedia

File:Population pyramid of Facebook users by age.png

English: Population pyramid of Facebook users by age as of January 1, 2010 from InsideFacebook.com [1]. Created with Tableau Software

Laurence Dessart's insight:

Facebook age and gender statistics 2013

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December Data on Facebook’s US Growth by Age and Gender: Beyond 100 Million - Inside Facebook

December Data on Facebook’s US Growth by Age and Gender: Beyond 100 Million - Inside Facebook | Customer Engagement | Scoop.it
Facebook has been steadily climbing towards 100 million monthly active users (MAU) in the United States, and it finally reached the milestone late this past month, according to the self-reported data in its advertising tool. Here’s a closer look at … Continue reading →
Laurence Dessart's insight:

Facebook age and gander data Dec 2013

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Tutoriel sur l'usage des Hashtags sur les réseaux sociaux

Tout savoir sur les hashtags : Ce que c'est Les usages Les erreurs à éviter Des exemples

Via Fanny Deliège
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OracleVoice: Customer Loyalty Is Dead. Long Live Engagement!

OracleVoice: Customer Loyalty Is Dead. Long Live Engagement! | Customer Engagement | Scoop.it
As a long-time member of the Chief Customer Officer Council, I’m pleased to share the following column by Executive Director Curtis Bingham. The CCO Council fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement. Share your [...]
Laurence Dessart's insight:

"Customer engagement is the extent of a customer’s willingness to invest his or her discretionary time with a company for mutual benefit"

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