Posts Tagged ‘social media’

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person responsible for the brand message or customer communications (yes you!) can jump in and be a part of

If you were to describe the interaction between companies and customers on social media such as Facebook, the relationship status would read “It’s Complicated.” In fact, customers and companies often use social media for entirely different purposes. And the two meet in the middle randomly. Here’s an example: Most individuals use Facebook, Twitter, Flickr and other platforms for social purposes. By contrast, companies are jumping into

Just for fun, go to http://search.twitter.com and search for the name of your local cable provider. You may come across tweets such as these: Iced into my house and now the cable AND Internet goes out. Thanks Time Warner- you guys are the best. And by best-- I mean HORRIBLE. Or this… I can't stand RCN Cable I've called twice about my cable issue was disconnected the

This is the best use of social media I've ever seen - and it's in creating amazing customer experiences that had far reaching impact. This video is so great, so revolutionary and so simple that is honestly brought tears to my eyes. Just think of what we can do to delight customers and build bonds that last (let alone have a huge viral impact). Watch all

As a Twitter-lover and customer strategist, I was thrilled to see the Wall Street Journal article with stories of bad travel experiences made better with Twitter. Who should read this article? 1) You love/use Twitter. 2) You want to know how companies respond to social media posted messages and feedback. Read the article here.

I'm enjoying these social media resources and wanted to share them with you.   http://mashable.com http://www.socialmediatoday.com http://techzulu.com   Many of the best articles I read every week are from these sources. Check them out and follow them on Twitter - you'll be glad you did.

Today’s social media – blogs, social networks, etc., allow a company to engage in more dialogue with customers. It certainly affords an easy way to listen to feedback and respond. For example, many companies use Google Alerts to receive email notification when their company name is mentioned online. I use it to see how my company, Customers That Click, is talked about on

I just read a really intriguing blog about how customers/everyone benefits from big companies using social media. It provides some interesting benefits that aren't often thought about. Check out the blog here.

To play off my last blog, I came across results from a recent survey on the benefits of social media. Check out it out here.

Today I was called by an organization who wanted my recommendation on the best way they could leverage social media online. What was the best tactic for their organization? I started asking some questions: What are your business goals? What communication strategies are you using now to help you reach those goals? Where are you falling short? Do you have strategies in place related to growth of new