By Amber Naslund
Wednesday, September 1, 2010 | 18 Comments
Tags: engagement, online presence, personal and professional, social media persona, social media presence
Posted in: Community, Engagement, Social Media
Here’s the truth: If social media presence is all or part of your professional role, your online presence is going to be intertwined. It can be tricky to balance the two when you’re “on the job”, answering customer inquiries, being present in the community, participating and creating content. Balance is possible, but it will always [...]
By Katie Morse
Thursday, August 26, 2010 | 9 Comments
Tags: engagement, interns, internships
Posted in: Engagement
There’s a lot of debate about how and where interns should be involved in a company’s social media presence. Everyone seems to agree that interns shouldn’t be on the front lines of engagement, nor should they be directing the company’s social strategies. The questions are now “Where does an intern fit in?”, and “How can [...]
By Lauren Vargas
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 [...]
By Katie Morse
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 [...]
By Amber Naslund
Wednesday, August 18, 2010 | 9 Comments
Tags: engagement, Social Media, social media governance, social media guidelines, social media policies
Posted in: Engagement, Social Media
Increasingly, companies need to adapt their codes of conduct and employee manuals with guidelines for employee participation on the social web. While you might have roles that are “officially” social media related, every person in your company is now a potential spokesperson. And if they’re active online in any way at all, you want to [...]
By Lauren Vargas
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 [...]
By Katie Morse
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 [...]
By Lauren Vargas
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 [...]
By Amber Naslund
Monday, May 17, 2010 | 17 Comments
Tags: community mangagement, engagement, listening and monitoring, social media operations, social phone
Posted in: Community, Customer service, Listening, Social Media, Social Media Monitoring
As a community team, we have a rather methodical approach to how we connect with and engage with our customers online. We refer to all of these conversations as “answering the social phone”, and we approach our engagement with that in mind. There are several pieces to that, including how we organize our process and [...]
By Gwen McIntyre
Friday, January 22, 2010 | 4 Comments
Tags: engagement, Listening, Social Media, social phone
Posted in: Social Media, Web Events, Webinar
Please join David Alston, VP Marketing & Community at Radian6, as he talks about how to engage in social media. He’ll tell you what to listen for, what to say when you engage, and how to measure your efforts. Date: January 28th, 2010 Time: 2 pm EST Register Now! Social media is not media; it’s [...]
