Customer engagement starts inside

Customer engagement starts inside

The elusive customer in B2B Customers in business-to-business markets increasingly turn to digital sources in the early stages of their buying process. A plethora of offline and online resources can be found in social communities,…

Jump in, the social media water is lovely… sorry did we mention the piranhas?

Today the piranhas of the  popularist  news agenda are circling around your brand, waiting for a drip of blood from a customer service miss step or marketing snafu to enter the water before they…

Moneyball, social intelligence and extracting the gold from social media

When my colleague, Scott Briggs, presented this analogy of Social Intelligence as today’s “Moneyball” opportunity for business at Social Media Masters Tour, Toronto, I was intrigued. Not knowing much about Moneyball, (aside from Brad…

The impact of influence on social media measurement

Guest blog post by Sam Fiorella, Chief Strategy Sensei, Sensei Marketing Analysts love metrics. Specifically, metrics that can be easily selected, tracked and added, which when aggregated provide the raw data resources to create benchmarks…

Cloud customers cry out for communication

What is the collective noun for a number of cloud outages? A thunderstorm? A puddle of…? A wave of major cloud downtime in the last few months has left companies that offer such online solutions…

Twitter customer service: it’s personal

 A colleague recently shared an integrated direct mail and email marketing campaign for which she was targeted by a company I respect. We were both surprised by the overly kitschy message and lack of…

The importance of social media is validated: LinkedIn IPO surges

Today, LinkedIn (LNKD) went public on the NYSE and opened at $83 a share and nearly tripled by noon. What does this mean for businesses? Remember the days when your company blocked off access…

Training and best practices for marketers

Marketing has undergone a revolution. The social web has had a huge impact on PPC and SEO. Web analytics and metrics now extend beyond the corporate website. Your email, web content and interactions in…

Social media and the super injunction

In an age where information (and gossip) is so shareable what does this mean for the regulation of social media? The PHA Media Chairman, Phil Hall, who represents a number of celebrity clients, has…

Social Analytics for PR Agencies

Last week I attended a Social Media 101 event that was sponsored by the Chartered Institute of Public Relations (CIPR) in London. One of the primary topics of interest was social media monitoring and…