Category: Social media

Thanks to Brian Solis for curating these videos and calling them to my attention…

Your businesses faces great change. This statement is true about customers, competitors, and everyone else affecting market behavior. The question is, what are you going to do about it?

Customer engagement, and specifically customer engagement in social media offers many benefits that businesses are starting to uncover, most of it unintentionally. While many champions knew in their gut that social media offered business value, to what extent is now something that is becoming a primary focus in 2011 to 2012 budgetary planning. From satisfaction and goodwill to thriving online communities to building loyalty and trust, customer engagement in social networks is revealing tangible advantages. Once champions recognize how to capture activity, document progress, and translate raw numbers into tangible business value, social media will become an integral and proven pillar in the foundation of not just customer service, but the very fabric of business.

via briansolis.com

Part 2 tomorrow…

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Tell me again why I should monitor my brand online?

The spotlight — or maybe the flood light — shines on bad customer service online. Companies should worry about public complaints and reports of their brand failures more than ever, suggests a new report from RightNow and Harris Interactive. Contrarily, they stand to make more money if they can deliver a superior experience, the report says.

The Customer Experience Impact 2010 report reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away.

Almost everybody surveyed, a full 95%, said after a bad customer experience they would “take action.” 79% of U.S. consumers said they blabbed about their negative customer experiences in public and amongst friends. Of consumers who took to social media sites including Facebook and Twitter to publicly air a complaint, 58% expected a response from the company, 42% expected a response from a company within a day, but only 22% said they’d actually gotten a response as a result of griping there.

via techcrunch.com

You can follow the ‘via’ link above if you want the rest of the story…

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Last week, I finally got control over my Facebook place and immediately I went to merge it with my page. No joy! I brought the issue to the attention of Facebook and this was there response: “We are aware of the problem that you described and apologize for the inconvenience. Unfortunately, we do not have a specific date for when this issue will be resolved but hope to fix it as soon as possible. We appreciate your patience.”

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Commercial signs are a great way to generate leads — especially when they are combined effectively with social media! Learn how. Sign up here …

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…is a hot topic in every social media seminar I do. John Jantsch has some excellent guidance in this article…

“Facebook continues to grow in popularity with small business to the point where it’s no longer a matter of if you should be utilizing this platform as how. It’s really no surprise to me that Facebook is generally deemed more useful for the small business than other social media tools, such as twitter. The Facebook platform and applications are such that a business could feasibly build their entire web presence there – particularly now that Fan pages can be viewed publicly by non Facebook users.

So, the question I want to dive into today is this: What’s the best way to approach Facebook for your business?” Source: 3 Ways for Businesses to Take Full Advanage of Facebook | Small Business Marketing Blog from Duct Tape Marketing

You’ll want to go to the source to get the answer. Questions? Feedback? Leave a comment or use the contact page…

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Travel much? Then you might benefit from this advice from social media superstars Chris Brogan [above] and Mitch Joel [here]…

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You can follow the ‘via’ link above if you want more of Jay Baer’s perspective…

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The secret to social media success? In the words of the immortal Captain Picard, ‘engage’!

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Are you still getting email newsletters? I’m doing everything I can to eliminate them and keep my inbox for ‘just in time’ information only. Wait! Where do I get the information which was contained in those newsletters? Through newsfeeds. Here’s a post that might help you get started…

“Do you have a huge number of blog and news feeds in your feedreader that you can’t possibly keep up with on a daily basis? Or, on the other end of the spectrum, have you resisted deciphering those three little letters, RSS, and continue to check your bookmarked links regularly to see if your favorite web pages have updated?

Now there is a new — and incredibly simple — solution. Guy Kawasaki, whom I used to read in Macworld Magazine when he was the original brand evangelist, recently started a new network of websites called Alltop.com. Based on the popurls model, the sites — each focusing on a specific topic — show the latest five posts from a wide range of news sources and blogs covering that topic, all on one page. Topics include celebrities, health, “green,” social media, small business and many others.

I suggested to Guy that he create a “nonprofit” topic and worked with him to identify news and blog feeds that should be included. And that’s how nonprofit.alltop.com was born.”

Whether you take the Alltop approach or use the free Google Reader to subscribe to feeds — just do it! Getting newsletters out of your inbox and into your browser is a great way to resist following the rabbit trail of an interesting newsletter in the middle of your work. Save your inbox for action and your newsreading for a newsreader! Contact me if you’re interested in learning how to make the switch…

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Today in the news, mobile social media usage is soaring…

Digital measurement firm comScore released a study today highlighting the rise in social media access via mobile phones and offering some comparison metrics for some of the biggest social networks and their usage on mobile devices.

comScore measured the changes in both mobile browser access to social networks and the access numbers to specific social networks from January 2009 to January 2010. Source: Mobile Social Networking Usage Soars [STATS]

But who’s using it? Not who you think…

Despite a previous Ofcom report showing that for (UK) 16-24 year olds the mobile phone was the second most essential piece of media behind the TV and ahead of the PC, metrics firm Nielsen says that it’s really people aged 25+, and in particular 35+, who are most likely to be going online via their mobiles. Source: Think mobile social networking is all about teens? Think again

Now that you know it’s not all about teens, let’s take a look at social media by gender…

Men are more positively inclined towards social media activities and use social networking sites more than women, according to what Liberty Mutual called a “comprehensive national survey” of online behavior it released yesterday. This is somewhat surprising, since it’s the exact opposite of what other surveys have found, including a recent one from Royal Pingdom that looked at user profile data from some of the major social networks. Source: Who Uses Social Media More, Men or Women? – GigaOM

Questions? Feedback? Comment, call or contact me…

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