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The Social Customer, The Social Enterprise
The empowered consumer has arrived and so has the Social Business.
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Rescooped by Kelly Hungerford from It's All Social
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The role of the Enterprise Learning Community Manager | Social Enterprise Today

The role of the Enterprise Learning Community Manager | Social Enterprise Today | The Social Customer, The Social Enterprise | Scoop.it

In my recent webinar presentation for the LSG online conference, Using a collaboration platform for brilliant learning, rather than giving a PowerPoint presentation, I took the participants on a web tour of the Social Learning Centre. And, in doing so, I demonstrated how:


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Rescooped by Kelly Hungerford from Digital = Customer Engagement
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Why Recognizing Your Employees on Social Media Is Great for Business

Why Recognizing Your Employees on Social Media Is Great for Business | The Social Customer, The Social Enterprise | Scoop.it
Communicate your staff appreciation by employing social media as a positive acknowledgement tool. Here's how.

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Rescooped by Kelly Hungerford from Digital = Customer Engagement
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3 accurate metrics for ROI on social media campaigns

3 accurate metrics for ROI on social media campaigns | The Social Customer, The Social Enterprise | Scoop.it

Businesses are struggling with how to evaluate the effectiveness of their social media campaigns. There are five metrics that accurately measure success in terms of ROI and revenues from social media for all enterprises, both big and small, B2B and consumer web, and across multiple geographies


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Rescooped by Kelly Hungerford from Digital = Customer Engagement
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Responding to a Social Media Crisis: One Story About Doing It Right

Responding to a Social Media Crisis: One Story About Doing It Right | The Social Customer, The Social Enterprise | Scoop.it
Learn from how the University of Southern Mississippi used social media to mitigate a crisis that could have damaged its reputation.

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Rescooped by Kelly Hungerford from Social CRM
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Social Customer Service [Infographic]

Social Customer Service [Infographic] | The Social Customer, The Social Enterprise | Scoop.it

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Rescooped by Kelly Hungerford from Local Prospects Weekly
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PrimalTweet: Social Media and the Customer Buying Cycle

PrimalTweet: Social Media and the Customer Buying Cycle | The Social Customer, The Social Enterprise | Scoop.it

The Phases of the Customer Buying Cycle:
Awareness: customers/clients identify a need and begin the process of identifying products or services that meet that need
Comparison- customers/clients evaluate how your product or service meets this perceived need relative to the competition
Selection: through a combination of analytical and emotional considerations, the customer/client makes a purchasing decision
Purchase: The customer/client purchases a good or service from your business.
Repurchase: Through emotional and logical consideration, the customer/client chooses to do business with you again.


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Rescooped by Kelly Hungerford from Enterprise 2.0
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IBM Study: If You Don't Have a Social CEO, You're Going to be Less Competitive - Forbes

IBM Study: If You Don't Have a Social CEO, You're Going to be Less Competitive - Forbes | The Social Customer, The Social Enterprise | Scoop.it
The list of the world’s CEOs regularly includes celebrities, billionaires, big egos, risk takers, and failures. What it does not include are social media experts; but that’s about to change.

CEOs are beginning to recognize that using email and the phone to get the message out isn’t sufficient anymore.

Using social technologies to engage with customers, suppliers and employees will enable the organization to be more adaptive and agile.


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Rescooped by Kelly Hungerford from social customer experience
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Five Questions to Ask Yourself about Customer Experience

Five Questions to Ask Yourself about Customer Experience | The Social Customer, The Social Enterprise | Scoop.it
Concern for customer experience means that you think through your brand presentation, from big picture to small details, to ensure that customers get what they are looking for as simply and directly as possible.

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Rescooped by Kelly Hungerford from Enterprise Social Media
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How to Develop Customer Evangelists

How to Develop Customer Evangelists | The Social Customer, The Social Enterprise | Scoop.it

"No matter what business you are in you should be doing everything humanly possible to develop customers whoa are evangelists. Here's how."

 

I've written a lot about social media evangelists. This guy has written a book about them. If you don't want to buy his book, you can read my posts starting with How Can Social Media Scale? http://bit.ly/vVABRc ;

 

Via @KPAction


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Rescooped by Kelly Hungerford from Enterprise Social Media
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Fortune 500 Social Media Statistics Infographic

Fortune 500 Social Media Statistics Infographic | The Social Customer, The Social Enterprise | Scoop.it

Take a look at these interesting social media statistics of companies on the Fortune 500 List versus INC 500 produced by GO-Gulf.com 

 

Did you Know
Only 23% of Fortune 500 Companies (114 out of 500) have a public-facing corporate blog

 

Fortune 500 (Based on revenue) vs INC 500 (Fastest Growing companies) with corporate blogs

Continue - http://bit.ly/IwJwGn ;

 

Data Source: The 2011 Fortune 500 and Social Media Adoption - http://bit.ly/IwJ5fd ;


Via maxOz, Malhar Barai, Mike Ellsworth
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maxOz's comment, April 23, 2012 3:38 AM
Alession thank you for sharing, xxx
Rescooped by Kelly Hungerford from Enterprise Social Media
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What Is Social Data Worth? | Backupify

What Is Social Data Worth? | Backupify | The Social Customer, The Social Enterprise | Scoop.it

"What is the value of a tweet? How much does Yelp value a review?"

 

Your body, if sold piecemeal at current rates, is worth $45 million. Your social media information, considerably less. See how much in this article.


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Rescooped by Kelly Hungerford from Enterprise Social Media
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How Companies Like Amazon Use Big Data To Make You Love Them

How Companies Like Amazon Use Big Data To Make You Love Them | The Social Customer, The Social Enterprise | Scoop.it

"Last month, I talked to Amazon customer service about my malfunctioning Kindle, and it was great."

 

When's the last time you hear the word great used in connection with a service call?

 

This article has great ideas about how to make your customer service not suck.

 

Via @hsutiffany and @timsuther


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Rescooped by Kelly Hungerford from Social Enterprise World!
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Social Business in 2012 - Collaboratively Speaking

Social Business in 2012 - Collaboratively Speaking | The Social Customer, The Social Enterprise | Scoop.it
who said that what impressed them most about the conference this year, over last, is that it had changed from discussing what you could do with Social Business, to what people are doing. This is supported by the amazing ...

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Rescooped by Kelly Hungerford from Create & Curate
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How to Deal With Negative Publicity on the Internet

How to Deal With Negative Publicity on the Internet | The Social Customer, The Social Enterprise | Scoop.it

For all PRs, brands and internet marketers, this is a great post by Marty Smith explaining what he calls the "Streisand effect".

 

Most importantly, it shows how to deal with negative publicity on the internet - something that I fear many still do not understand.

 

In the UK recently, we had the interesting case of a local council trying to ban a school child from putting photos of her school lunch on her blog. The ban did not last long and brough much more negative publicity than the photos themselves.

 

Here Marty writes about a potentially more explosive case. 

 

A must-read for anyone working in PR, branding or marketing. It includes great tips for defusing a publicity bomb. 

 

Here is Marty's post:

 

 

- ‘Norma Lee" is in some serious trouble.

The Google Places poster left a less-than-flattering review of Austin Gutter King, prompting a lawsuit this month against the Internet search giant. Attorneys for the gutter installation company are hoping to force Google to reveal Norma Lee's true identity. Then, according to the U.S. District Court filing, they will probably sue her for making claims that are "false, fraudulent and defamatory."

 

***** Guide To Internet Marketing 101: Streisand Effect
Barbara Streisand is rich and a bit of a diva. Before someone explained how the Internet worked she believed she could control it and ended up creating what Internet marketers now describe as a Streisand Effect:

 

"The Streisand effect is used to describe an instance in which a person or company attempts to suppress a photograph, story, or any piece of information—only serving to exacerbate the problem and bring more unwanted attention. In short, the attempt to suppress becomes bigger news than the information itself. It makes that company look like a big ol’ fuddy duddy spoil sport that doesn’t understand this newfangled Internet thingy."

 

I feel for Austin's Gutter Kings. The review may have been nasty, mean and ill tempered. Life and content marketing networks aren't FAIR. They do love a good controversy though and suing customers who write reviews.....well let me know how that works as a business building tactic (heard of tripping over thousand dollar bills to pick up pennies).

 

Other ways Austin's Gutter Kings could have solved their problem with a better outcome:

 

* Appreciate the review even if you disagree with the content. Only 1% of people take the time to write reviews, but any review usually represents a tribe of people who believe those things. Rare to have a true outlier, so appreciate the review and change what you can.

 

* Not a big fan of justifying actions or policies in response to negative reviews as that kind of soulless speak fans the flames, but you can use specific examples where what one person hates another loves (even better if the other customer fights this battle instead).

 

* Bring the review to your site and write an appreciative blog post. Again, you appreciate the feedback without agreeing and share any soul-searching moments the review brought to your attention. Also share foundation stories and passion. Why did you get into gutters in the first place? What is it you love about cleaning gutters? I'm not being trite. If you spend your life doing something like cleaning gutters it must be because you like helping people protect their largest investment (their homes) and you probably have stories about how your work has made a difference in the world. Sharing stories like this as you discuss a negative review provides context, it expands the conversation away from the point of conflict without an endless, "He Said, She Said," debate.

 

* Connect with the negative reviewer and move them from detractor to supporter. Most people who complain just want to be heard. Once they are heard, so listen carefully again without agreement, find a way to keep them involved and providing feedback. The most valuable thing online is the 1% of the people who will give you feedback (for more on this idea Google 1:10:89 Rule and read my ScentTrail blog post about just how valuable the 1% is).

 

I feel for Austin's Gutter Kings even as I know they have just blown themselves up. Internet marketing is a live grenade best approached with CARE and a good guide. I hope the Gutter Kings haven't cleaned their last gutter.

 

I'm so moved by their plight I will give what must be the best gutter cleaners in Austin $10,000 worth of my SEO consulting at no charge IF they withdraw their sure to be painful lawsuit over the negative review.

 

Google Martin Marty Smith Austin G Kings and you will find how to connect with me :). Hope we get a chance to work together.

 

Marty

On re-read this seemed to hard to find me, so my work email is Martin.Smith(at)Atlanticbt(dot)com where I am Director Marketing. I've also contacted the writer of the orginal piece in hopes he can help me get in touch with Austin's Gutter Cleaning Kings.




Via Mark Boudreau, Martin (Marty) Smith, Liz Wilson
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Rescooped by Kelly Hungerford from Digital = Customer Engagement
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A look inside the mind of the Social Shopper [infographic]

A look inside the mind of the Social Shopper [infographic] | The Social Customer, The Social Enterprise | Scoop.it

An infographic outlining the psychology of the Social Shopper


Via Mirza Mushtaq Baig
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Rescooped by Kelly Hungerford from Digital = Customer Engagement
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How Products Participate In Social Media

How Products Participate In Social Media | The Social Customer, The Social Enterprise | Scoop.it

To generate loyalty and evangelism, a product persona must be inherently social. For brands, great products are the most authentic form of marketing content because they ARE the brand.


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Rescooped by Kelly Hungerford from 21st Century Customer Service
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21st Century Customer Service: Push or Pull?

21st Century Customer Service: Push or Pull? | The Social Customer, The Social Enterprise | Scoop.it

Do you push content to your customers or pull them into involvement with you?


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Rescooped by Kelly Hungerford from Social Media with Purpose
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Social Media's Small, Positive Role in Human Relationships

Social Media's Small, Positive Role in Human Relationships | The Social Customer, The Social Enterprise | Scoop.it

Social media is propelling transitions and disruptions in the composition of social networks. Increasingly, what used to be a given (social ties you inherited by the virtue of where you lived or your familial ties) is now a task (social ties based on shared interests and mutual interest). Surely, there will be new winners and losers. None of this, however, indicates a flight from human contact.


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Rescooped by Kelly Hungerford from The Social Business
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The Social Business Stack: The Elements « Dachis Group Collaboratory

The Social Business Stack: The Elements « Dachis Group Collaboratory | The Social Customer, The Social Enterprise | Scoop.it

Trying to stay up-to-date with the many moving parts of social business can be a full time job today.


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Rescooped by Kelly Hungerford from Social Media Ground
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Providing Exceptional Customer Service Through Social Media

Providing Exceptional Customer Service Through Social Media | The Social Customer, The Social Enterprise | Scoop.it
Picture a perfect customer experience: you walk into a store and are greeted by a friendly clerk who asks if they can help you find something. You tell them what you’re looking for and the employee promptly leads you to its location..

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Rescooped by Kelly Hungerford from Social consumer in their natural habitat
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The future of TV is more than social, it’s a multi-screen experience that needs design - Brian Solis

The future of TV is more than social, it’s a multi-screen experience that needs design - Brian Solis | The Social Customer, The Social Enterprise | Scoop.it

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Rescooped by Kelly Hungerford from Enterprise Social Media
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How to Adapt to the New World of Social Business

How to Adapt to the New World of Social Business | The Social Customer, The Social Enterprise | Scoop.it

"Social Media book review: The End of Business as Usual teaches you how to embrace new media in order to become a more competitive, more successful business."

 

A good review of Brian Solis' new book. Solis is one of my favorite SM pundits and we quote him a lot in our Be a Person books: http://bit.ly/OrderBeAPerson

 

 

Via @HollyHM2


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Rescooped by Kelly Hungerford from Enterprise Social Media
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Social Media Demystified: McKinsey Style

Social Media Demystified: McKinsey Style | The Social Customer, The Social Enterprise | Scoop.it

"In a great post on Social Commerce Today, Paul Marsden (@marsattacks) recaps a recent McKinsey study that demystifies the use of social media by businesses today.  And, as Marsden points out, the report does not use the word 'revolution' once."

 

In case you missed the revolution . . . a big business strategy firm says it's OK to go into the water . . .


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Rescooped by Kelly Hungerford from Enterprise Social Media
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How Your Product And Community Can Become One

How Your Product And Community Can Become One | The Social Customer, The Social Enterprise | Scoop.it

"Community is not marketing.

Community is part of your product.

It’s part of the User Engagement Cycle.

 

In the cycle, marketing drives users into the cycle. Users connect with your product, then with your brand, and then a community is formed when they connect with each other which will then improve your product.

 

How will it improve your product?

 

1. Community as a feature

By becoming a customer, you’re also becoming a part of a community and the user experience is enhanced. That’s an emotional connection to a product that is hard to replace.

 

2. Feedback collection

Perhaps the most important contribution to the product is the lessons you learn from users talking with each other.

 

3. Increase user activity

When people are part of a community, they want to be perceived as a valuable member of that community (increase their “social equity”) and so they will aim to improve their status by being better contributors.

Finally, it’s up to your product and community programs to drive user activity and improve over time."

 

This is a fantastic article! It explores the same topics that the next book in our Be a Person series (http://bit.ly/OrderBeAPerson) - Social Media for B2B Sales -examines. Be sure to follow the link to the User Engagement Cycle as well.


Via maxOz, steve batchelder, Mike Ellsworth
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maxOz's comment, May 11, 2012 11:37 PM
Thanks Jeremy for sharing cheers Michele
Rescooped by Kelly Hungerford from Embedding social media in B2B marketing
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The Business (To Business) Of Social Media

The Business (To Business) Of Social Media | The Social Customer, The Social Enterprise | Scoop.it
"Why aren't there more case studies of business to business organizations using social media?" I get asked this question all of the time. The truth is that most people are not looking hard enough. Yes, we're all excited when a...

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