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The Great Social Customer Service Race: Top Brands Compete in a Social Response Test

The Great Social Customer Service Race: Top Brands Compete in a Social Response Test | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it

Few topics have dominated customer service strategy conversations like social media.


This trend presents a formidable challenge for companies that receive thousands–sometimes hundreds of thousands–of tweets per day. It’s impossible to expect them to respond to everything.


But what do they respond to, how quickly, and how well?


Via The Fish Firm
Boso Studios's insight:
We generally love Brands that respond to messages quicker.
more...
Jenny Hazan's curator insight, February 14, 2013 11:09 AM

This is a fantastic insight into the use of social media in customer service. Here you will see the reaction of 14 different brands to tweets sent by 4 individuals in a systematic way of testing their ability to win the social customer service race!

 

Such an interesting read!

Martin (Marty) Smith's curator insight, February 16, 2013 9:03 AM

I thought this study was so devastatingly important I posted Atlanticbt.com's first guest blog post: http://www.atlanticbt.com/blog/social-service-how-social-media-is-changing-customer-service/ .

The study is fascinating and devastating because it speaks to how poorly aligned even major brands are to social media marketing. Customers are having conversations to no response. 


"No response" is doubly devastating because it says, "We aren't listening and we don't care." Relationships aren't accidents they are decisions. Make the right decision and make sure your company, brand or product listens more than you talk on social media. 

Gonçalo Hall's curator insight, February 26, 2013 4:28 AM

Um excelente artigo que demonstra que na maioria dos casos, as expetativas de resposta de uma marca nas redes sociais a pedidos de apoio técnico é ainda muito reduzida. Muito trabalho tem ainda de ser feito.. 

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How Your Nonprofit Should Be Using Content to Emphasize Donor Impact

How Your Nonprofit Should Be Using Content to Emphasize Donor Impact | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Learn how nonprofits can use content to demonstrate and communicate constituent impact.
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Heather Card's comment, April 3, 2013 8:08 AM
Thanks for sharing it out. HC
Deborah Spector's curator insight, April 14, 2013 6:40 AM

Good post on how to use content to communicate the impact of donors on your nonprofit. It is so important to show how their actions contribute to solutions. 


I especially like the solid examples of how a nonprofit can emphasize donor impact.

 

María Dolores Díaz Noguera's curator insight, April 16, 2013 6:25 AM

Comunicación en las organizaciones.

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Common excuses for crappy social media marketing

Common excuses for crappy social media marketing | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
So, you're having a 'conversation' with fans on your online platforms—great! But if you're not turning that into actual business transactions, you're missing the point.

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How to Set Up a Social Media Strategy

How to Set Up a Social Media Strategy | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
I’m teaching a Social Media for Business class over the next 4 weeks for local [...]

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Oluwasemilogo Akinmuyiwa's comment, May 25, 2013 10:34 AM
So how do one get in
Lori Wilk's curator insight, May 29, 2013 7:38 PM

I like the concept of really looking at your marketing efforts and creating a strategy for how you will participate in social media. Social media is just one part of your marketing strategy and creating goals for social media participation is also an important tool in your success plan.

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How retailers can use social media to attract more customers

How retailers can use social media to attract more customers | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
If your business marketing plan doesn't include social media strategies, you're already dead in the water. Why? Because more of your customers are using

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All marketers must read >

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Oluwasemilogo Akinmuyiwa's comment, May 25, 2013 10:34 AM
My concern is the cost at which these things come to us marketer. There is no budget for small businesses.
Martin (Marty) Smith's curator insight, May 26, 2013 1:30 PM

Dead In The Water
Dead in the water indeed since your competitors are out there creating wiht social media, learning what works and building a following. Good luck catching up fast.

NOTHING happens all that fast in social media. You can create great campaigns that boost your social media 10x, but natural growth is SLOW and STEADY.

This means your social media strategy will need to DISRUPT to win and create trust at the same time. Those two ideas can be mutually exclusive so make sure to JUMP IN NOW or double your efforts now.

Rememer if you are not the lead sleddog the view is always the same :).

Marc Kneepkens's curator insight, June 13, 2013 12:53 AM

There's no way around it. Social Media are more important every day.


Watch this brief video presentation to find out about a great marketing template: https://growthink.infusionsoft.com/go/mpt/gt4045/

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Integrated Marketing Communications with Social Media

Integrated Marketing Communications with Social Media | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Integrated Marketing Communications with Social Media (Integrated Marketing Communications with Social Media - ACN Newswire (press release): Integrated Marketin...
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Jooyoung Kim's curator insight, May 12, 9:45 AM

This article stated that a single channel does not have a strong enough impact on consumers, and said that the combination of media is a touchpoint. The current trend is that consumers are spending more of their time online. Regardless of business size, companies need to build effective campaigns in order for consumers to experience better integrated marketing communications through various channels. The brand managers figure out how to maximise their message to consumers during marketing spending, and think about professional marketing strategies to help increase brand engagement through social media.

Siu TalauBrown's curator insight, May 12, 9:11 PM

Social media is one of the biggest IMC chanells that could be discussed. Social media can be influenced by many ways. Personal, influence or general market place influence. the way social media has portrayed in this article has proven examples of market place influence as it discusses the issue of users online. The opinion leaders in this case would be with businesses as they discuss how many consumers spend most of their time online. As a result business' are learning to find ways of building effect campaigns that would catch the audience's attention. 

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25 phrases to guide you to greatness in public speaking

25 cardinal phrases to power your public speaking skills!


Via Eric Van Camp
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Brian Buchmann's curator insight, June 16, 2013 1:03 PM

I like it

MAB 1 Online Marketing's curator insight, June 17, 2013 1:17 AM

anyone with difficulty with public speaking maybe this will help!

Elsie Barone's curator insight, June 21, 2013 10:03 AM

Good

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How Brands Shouldn't Handle a Tragedy on Social Media

How Brands Shouldn't Handle a Tragedy on Social Media | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Events in Boston have been heart wrenching to all of us. I for one have been glued to coverage as the events unwind, not unlike similar tragic events in the past.

Via imaginetsa
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Winning With Demand Generation & Marketing Automation

Winning With Demand Generation & Marketing Automation | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Most companies don’t get value out of marketing automation. One way to win, though, is to  get started on the best foot possible.

Via The Fish Firm
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Jane Sleeth's comment, April 16, 2013 10:20 AM
Our potential clients literally have pain of muscles and joints re. ergonomic assessments. The challenge for us is in allowing clients or potential clients to know we use the science of ergonomics whereby we do not throw expensive solutions at the issue!
Tanya Smith's curator insight, April 20, 2013 6:28 AM

Being productive with automation is about focusing on the right things more efficiently.

Alison D. Gilbert's curator insight, April 27, 2013 8:56 AM

Demands from the winning generation.

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Are Blogs Dead – A Look into the Internets Premier Marketing Tool | SEO

Are Blogs Dead – A Look into the Internets Premier Marketing Tool | SEO | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
The explosion of social networks available on the Internet today is quite overwhelming.A newspaper daily in USA has reported that more companies are abandoning their blogs in favor of Facebook, Tumblr (RT @MichelvarSmith: Are Blogs Dead – A ...
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The Secrets of Exceptional Marketers

The Secrets of Exceptional Marketers | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Here are the five best strategic marketing ideas of the past decade.
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How to Make an Infographic in Five Steps | Social Media Today

How to Make an Infographic in Five Steps | Social Media Today | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it

Mark: Infographics are becoming very commonplace now. They're a great way to distill a butt load of data into a [usually] simple and easy to understand graphic.

Social Media Today gives us a great how-to-get-started overview.

 

Bonus! Here's a link to a well curated Pinterest Board on Infographics: http://bit.ly/zdrnGO

 

Thanks for the heads up Valentina Miceli!


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Google Loses Its Place In The Ranking For Search And Maps In China - ValueWalk

Google Loses Its Place In The Ranking For Search And Maps In China - ValueWalk | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
ValueWalkGoogle Loses Its Place In The Ranking For Search And Maps In ChinaValueWalkOther search engines in China including Sogou, ranked third with 7.83 percent share; Soso, ranked fifth with 3.68 percent share; Bing, ranked 6th with 0.52 percent...
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If you take pictures with a DSLR, you need this page!

If you take pictures with a DSLR, you need this page! | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
We love cheatsheets as one can refer to them and make quick amendments to better our skills. Since many loved our last compilation of cheatsheet for designers, we’ve decided to compile another set of cheatsheets, this time for photographers.

Via Mark Strozier
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Gareth Capon's curator insight, May 30, 2013 2:34 AM

Very useful for a total novice like me...

Mahani Mohamad's curator insight, June 2, 2013 12:45 PM

lerning the rope

 

Ricky Corey's comment, June 20, 2013 7:21 PM
you`re right .. ta ...
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100 Low-Cost or Free Web-Based Tools for Nonprofits

100 Low-Cost or Free Web-Based Tools for Nonprofits | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
The number of low-cost or free, web-based resources and tools available to nonprofits today is astounding. Many nonprofit professionals are overwhelmed by the all choices and as the Mobile Web and ...
Boso Studios's insight:

Great tools for Non-profits >

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lixe's curator insight, March 19, 2013 2:14 PM

http://www.polisa.jupe.pl/

Socius Ars's curator insight, April 14, 2013 10:00 PM

add your insight...

 

 
Carmen Giordano's curator insight, August 26, 2013 5:41 AM

Very interesting!

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Final Guide to successfully implement Social Media Marketing in Start-ups

Final Guide to successfully implement Social Media Marketing in Start-ups | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Today, there are thousands of options to invest money in online marketing through the Internet. The problem that we face as entrepreneurs is that we do not have the money specifically earmarked for this purpose in order to take the first steps.

Via The Fish Firm
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Oluwasemilogo Akinmuyiwa's comment, May 25, 2013 10:32 AM
We will have something earmarked for such when there are a bit of surplus or when we repriotise things.
Lori Wilk's curator insight, May 29, 2013 7:41 PM

Online marketing should incorporate a combination of those tools that you can use for free- by replacing money with the time you dedicate to using the tools and other tools that you pay for that will help you provide the structure and formats that will allow you to grow your business. In the long-run you'll want to consider which portions of your online marketing can be automated and which you have to do yourself.

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How Good Web Design Can Make You Hate A Brand: PayPal | Visible Logic

How Good Web Design Can Make You Hate A Brand: PayPal | Visible Logic | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
How Effective Web Design Can Make You Hate a Brand: PayPal | COMPELLING BRAND IDENTITIES IN PRINT & WEB (How Effective Web Design Can Make You Hate a Brand: PayPal http://t.co/BWz6DTdn3l)...
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Social Media Is Getting Nasty. How Can You Rise Above It?

Social Media Is Getting Nasty. How Can You Rise Above It? | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
With social media widens its reach by the day, etiquette is getting the ax. We provide some tips on how to avoid succumbing to snarky behavior. (RT @youngtrep: Social Media Is Getting Nasty. How Can You Rise Above It?
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11 tips for introverts who want to embrace public speaking

11 tips for introverts who want to embrace public speaking | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
I’m inherently introverted and hate doing sales, pitches, speaking opportunities, etc, but as a founder and I can’t avoid it. what tips do you have for overcoming these fears?

Via Eric Van Camp
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Diane VanSwol's curator insight, May 12, 2013 1:57 AM

Higher level than my students need, but still has some good points.

Karen Ostenried's curator insight, May 29, 2013 2:30 AM

A different take on some things.

Karley Tester's curator insight, September 13, 2013 6:29 PM

Great tips! Going to need this for all these presentations coming up. 

Learn to love public speaking... or at least tolorate it ;)

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Marketing 101 With A Twist

Marketing 101 With A Twist | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
Make your Marketing efforts Effective with these 6 Benchmarks Every Marketer & Every Company Must Achieve.

Via The Fish Firm
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The Great Social Customer Service Race: Top Brands Compete in a Social Response Test

The Great Social Customer Service Race: Top Brands Compete in a Social Response Test | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it

Few topics have dominated customer service strategy conversations like social media.


This trend presents a formidable challenge for companies that receive thousands–sometimes hundreds of thousands–of tweets per day. It’s impossible to expect them to respond to everything.


But what do they respond to, how quickly, and how well?


Via The Fish Firm
Boso Studios's insight:
We generally love Brands that respond to messages quicker.
more...
Jenny Hazan's curator insight, February 14, 2013 11:09 AM

This is a fantastic insight into the use of social media in customer service. Here you will see the reaction of 14 different brands to tweets sent by 4 individuals in a systematic way of testing their ability to win the social customer service race!

 

Such an interesting read!

Martin (Marty) Smith's curator insight, February 16, 2013 9:03 AM

I thought this study was so devastatingly important I posted Atlanticbt.com's first guest blog post: http://www.atlanticbt.com/blog/social-service-how-social-media-is-changing-customer-service/ .

The study is fascinating and devastating because it speaks to how poorly aligned even major brands are to social media marketing. Customers are having conversations to no response. 


"No response" is doubly devastating because it says, "We aren't listening and we don't care." Relationships aren't accidents they are decisions. Make the right decision and make sure your company, brand or product listens more than you talk on social media. 

Gonçalo Hall's curator insight, February 26, 2013 4:28 AM

Um excelente artigo que demonstra que na maioria dos casos, as expetativas de resposta de uma marca nas redes sociais a pedidos de apoio técnico é ainda muito reduzida. Muito trabalho tem ainda de ser feito.. 

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Looking at Digital Business in 2013

Looking at Digital Business in 2013 | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
With 2012 just behind us, organizations are feeling the pressure to update their aging ways of engaging with the marketplace more than ever before. . Topic: Social Business

Via The Fish Firm
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Phyllis Smith's curator insight, February 3, 2013 12:42 AM

If you don't move your business into a "Social Business" - you may miss the boat.  Good article.

Andrea Rossi's curator insight, March 4, 2013 11:05 AM

Seamless experiences and tourism digital ecosystems: the next steps in tourism evolution

Charlley Luz's curator insight, April 11, 2013 1:51 PM

Para quem ainda não entendeu a dierença entre o antes e o agora.

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4 Mistakes to Avoid When Writing Press Releases :: PR News

4 Mistakes to Avoid When Writing Press Releases :: PR News | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
What are the worst mistakes a PR pro can make when crafting a press release? We've got four for you to keep in mind.
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5 Tips for Non-profit Newsletters | Zealous Good Blog

5 Tips for Non-profit Newsletters | Zealous Good Blog | SEO, Social Media Marketing, Web Design, Graphic Design, Internet Marketing, Business | Scoop.it
5 easy to follow tips on how to create a successful non-profit newsletter.
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