By Katie Morse
Thursday, August 5, 2010 | 7 Comments
Tags: customer engagement, Customer service, Jason Falls, Old Spice, social media engagement, social media marketing
Posted in: Customer service, Marketing, Social Media
It’s no big secret that the Old Spice campaign has been a success. News outlets and blogs including the Financial Post, AdWeek and Mashable covered it, thousands have tweeted about it (myself included), and millions have watched the videos posted on YouTube. I happened to stumble upon Jason Falls’ post while wandering across the Internet doing [...]
By Teresa Basich
Tuesday, June 1, 2010 | 8 Comments
Tags: customer engagement, Customer service, customer service strategies
Posted in: Customer service
Traditionally, the customer service department has been labeled as a cost center, pushing organizations to work endlessly to shorten call times, streamline customer responses, and do as much as possible to reduce the cost of a seemingly never-ending monetary black hole. In doing this, though, all personalization of company-customer contact has been stripped from interactions, [...]
By Katie Morse
Tuesday, May 18, 2010 | 14 Comments
Tags: customer engagement, Customer service, social media strategy
Posted in: Customer service
For all the talk about social-media-for-customer-service case studies, the very basic question of, “OK, so how could this work for my business?” often remains unanswered. Jumping on Twitter and beginning to answer questions may seem like a great thing to do, but there is a necessary amount of thought and planning that must happen before [...]
By Amber Naslund
Monday, December 21, 2009 | 112 Comments
Tags: Business, Business process, customer engagement, engage online, goals, Social Media, social media listening, social media measurement, Social Media Monitoring, social media strategy
Posted in: Listening, Social Media
The end of the year is a popular time for reflection, and often times we look big picture to see what the past year has carried with it, and where the future might lead. While you’re looking at trends and the big stories, though, now is a great time to reflect on your own company [...]
By Rob Begg
Tuesday, December 8, 2009 | 17 Comments
Tags: Alexa Chung, Community, conversational listening, customer engagement, MTV, power of social media, radian6, social media tracking, twitter, twitter tracker, visualization
Posted in: Community, Listening, Social Media, Social Media Monitoring, Technology
& MTV is listening…. MTV is changing TV – yet again. It’s listening and engaging with its audience – which at first glance, just sounds smart, not new. But when you consider the audience is engaging from Twitterville, it starts to sound really interesting. TV and Twitter Talking Together? What do Tiger Woods, Adam Lambert [...]
By Amber Naslund
Thursday, April 23, 2009 | 12 Comments
Tags: comcast, customer engagement, customer experience, Listening, Social Media Monitoring, socialmedia, theengagedbrand
Posted in: Listening, Podcasts, Social Media, Social Media Monitoring
We’re excited that we’re finally launching a project we’ve had in the works for a while: a podcast! The Engaged Brand is focused on sharing stories, case studies, and best practices from brands who are embracing the potential of social media to connect with and engage their customers online. We’re just getting ramped up so [...]
