Tuesday, August 31, 2010 | 3 Comments
Tags: Listening, observation, Social Media Monitoring
Posted in: Engagement, Listening
Do you know my name? Do you know I moved across the apartment complex two months ago? Do you know I inquired about brand X five times before I purchased? Do you know I purchased because I received a recommendation from another one of your customers? Do you know that I purchased brand X for [...]
Tuesday, August 24, 2010 | 4 Comments
Tags: engagement
Posted in: Listening, Social Media
At what point in a relationship, do you move beyond the chit chat about the weather and traffic and begin a mutually beneficial two-way dialog? Dialog builds as trust develops in a relationship. Just as in offline communication, trust and conversation must be built up over time. Just because an organization creates a presence on [...]
Thursday, August 19, 2010 | 3 Comments
Tags: engagement, gavin heaton, levi's, Listening, storytelling
Posted in: Engagement, Listening, content marketing
Everyone loves a good story. We voraciously consume the popular novel of the week, share unique videos that tell a good story, retell stories others have told to us in social settings, and write blog posts sharing stories of our own. Storytelling has been around for centuries, and it’s powerful. Advertisements always try to tell a [...]
Tuesday, August 17, 2010 | 3 Comments
Tags: engagement
Posted in: Listening, social CRM
So often, when we talk about the value of customer engagement, the focus is on the value or return for the organization. What’s in it for us (the organization) does not always translate into what’s in it for the customer who engages with us. Participation in community conversation is not a one-off interaction or simply [...]
Thursday, August 12, 2010 | 5 Comments
Tags: comcast, Customer service, engagement, ford, red cross, scrm, social phone
Posted in: Customer service, Listening, social CRM
We’ve been talking a lot about various aspects of engagement over the past few weeks on the blog. Lauren Vargas wrote a great post about adding social aspects to your CRM strategy, and her point below really stuck out for me. Before adding social to the mix, you must ensure your organization has a sound infrastructure [...]
Wednesday, August 11, 2010 | 28 Comments
Posted in: Community, Listening, Marketing, Social Media
As advocates of listening, we talk a lot about “listening at the point of need” in order to support business development and sales efforts, and be sure that you’re supporting and responding to potential customers when they’re in the market for what you offer, or expertise that you have. In other words, expressed needs online [...]
Tuesday, August 10, 2010 | 3 Comments
Tags: engagement
Posted in: Listening
Do you recall the Aesop fable, The Boy Who Cried Wolf? Oftentimes, we create our own drama in response to the tweets or posts we monitor for engagement. If we cry “wolf” with every alert/mention, our teams/organization would tire of us and not pay attention to us when we do identify an escalating issue. Not [...]
Monday, August 9, 2010 | 12 Comments
Tags: community engagement, social media engagement, social media engagement strategy
Posted in: Community, Listening, Marketing, Social Media
To even begin understanding how to engage online, we need to understand what engagement truly is, right? How is engagement defined in the context of the social web? What does it mean? How does it differ for individuals and brands? What does it mean to our brand? These questions are essential to ask when you’re getting [...]
Wednesday, July 28, 2010 | 34 Comments
Posted in: Community, Listening, Measurement and Metrics, Social Media, Technology, social CRM
If conversations are any indicator of what’s important in social media right now, there are certainly some hot spots. And based on a high level glance at the industry overall for the past year, we can pick out a few topics that really seem to have the attention of the business world, including us. Here’s [...]
Tuesday, July 6, 2010 | 2 Comments
Tags: community building, customer enagement, Intuit, TurboTax, TurboTax Inner Circle, user community
Posted in: Community, Customer service, Listening, Social Media
There’s quite a demand for case studies in our neck of the woods, and we understand why: When something as new as social media hits the scene, people want to see successful precedent before jumping into the mix. And while it can be a bit tough to find the right stories to share — we’re [...]
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