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Latest Social Media News & Articles

Can Conversocial Improve Customer Service Experiences?

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Conversocial, a cloud-based provider of social customer service software, is out with a major upgrade.

Called Conversations, it is designed to help companies manage social media comments from contact centers.

Joshua March, founder and CEO, told CMSWire that some companies use traditional ticketing systems, while others employ multi-channel contact center systems that "add social as just another channel" — as if it were email. But those systems, March said, are designed primarily for private, one-to-one inquiries or for marketing and PR-focused social media management.

RadiumOne CMO Eric Bader: Focus on Customer Relationships

Connecting with Bill Sobel

Eric Bader made company history last summer when he became the first CMO at San Francisco-based RadiumOne, a firm that builds software to automate media buying. Bader has been around the advertising block, so to speak. He's a veteran of adland, a community weblog and advertising archive, and has worked at Ogilvy & Mather, MediaVest, BrandinHand and Initiative, where he was chief strategy officer from 2010 to 2012.

But that's not all, folks: He's also CEO and founder of a startup called Mobilize, which creates, hosts and manages mobile applications and web sites for various customer interactions — from merchandising and transactions to CRM, loyalty programs, in-store and shopper marketing and promotions, social marketing and events.  

But his main task now, according to a story in AdWeek last summer, is to explain RadiumOne's "value proposition in a crowded marketplace of startups that claim to be able to spin social data into gold for marketers."

A Look at LinkedIn's New Publishing Platform

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B2B marketers will soon have another way to reach audiences via LinkedIn. The question, though, is when it will launch, who will have access and what it will look like.

LinkedIn has created a new publishing platform for its members, allowing them to essentially blog within LinkedIn and create a following. When members publish a post on LinkedIn, their original content becomes part of their professional profile and is shared with their trusted network, according to a LinkedIn blog post.

LinkedIn members can follow other members that are not in their network and build their own group of followers. 

A caveat: LinkedIn now is only allowing 25,000 members to publish content on LinkedIn through its new platform. "We’ll be steadily expanding the capability to all members in multiple languages over the next few weeks and months to come," according to LinkedIn. You can apply here

Connecting: Content is the Secret of Marketing Success

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Stephanie Frasco loves few things more than social media. But content is one of them. “Content Is King," she stated enthusiastically. "It's everything … The key to attracting the right customers, the best tool for building relationships with prospects, the most powerful way to convert prospects into sales, the No. 1 way to improve the effectiveness of your marketing strategy, online and off.

"Yup."

Frasco, a social media marketing consultant, is vice president at Los Angeles based Convert With Content. In the past 7 years, she has worked with clients worldwide to help them maximize their efforts from social networking and blogging. 

Through a rather tongue-in-cheek blog called Socially Stephanie, she offers advice like this to B2B businesses:

I want you to absolutely think about blogging within LinkedIn's new publishing platform. Yes, this is hot off the presses. LinkedIn's publishing platform is now open to the public. The possibility of getting in front of LinkedIn's 200 million plus users is exhilarating, but you have to do it right. Create unique content for LinkedIn. Look at it as a guest blogging platform and not a syndication network. Duplicate content doesn't bode well with the Google gods. I know that I'll be spending investing some good ol' blogging sweat equity there, and you should too."

Musings from Social Media Week #SMW14

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I am not an objective writer about Social Media Week. I attended the first two years of this six-year-old worldwide event in New York City when it was free, largely grassroots and spread throughout the city. 

The last two or three years, SMW has become inevitably more corporate, expensive, polished and streamlined, though many of the events are still free and available on a first come, first serve basis.

That being said, however, I wanted to share some thoughts. For instance, one of my favorite tools to chart conversations around social media is Crimson Hexagon, which quickly helped me create a “topic wave” of the major topics and when they peaked at the event. Most of the buzz around #SMWNYC happened last Wednesday and Thursday, Feb. 18 and 19.

Phone Calls Add Value to Facebook's WhatsApp Deal

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Facebook's $19 billion acquisition of WhatsApp looked a bit smarter today after the fast-growing messaging service announced at the World Mobile Congress that it will add phone calls within the next few months.

The WhatsApp announcement came as a surprise to those attending the mobile conference, where Nokia, Samsung, HTC and other key players also made news. WhatsApp already has 465 million monthly text and voicemail users, but wanted to add a live call service.

"We want to make sure people always have the ability to stay in touch with their friends and loved ones really affordably," WhatsApp CEO Jan Koum said at the conference, according to a CNN report from the scene. Koum said the company will roll out the service on Apple and Android phones during the first half of the year, then add the service for Blackberry and Windows phones. 

News Bites: Handling Negativity, Publishing on LinkedIn and More

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There's a lot going on this week, including news on dealing with negative social postings. Plus, we'll tell you how LinkedIn is opening its publishing platform, how Kochava is updating its mobile ad measurement platform, how Widen speeds up Smartimage and how Purple WiFi is adding location services for in-store customers.
 

gShift Adds Twitter Trend Module to Its Marketing Arsenal

Does the marketing world need another trend-spotting tool for Twitter? Toronto-based gShift thinks so and today added a Social Keyword Research module to its web analytics platform for high-end clients.

The tool is designed to keep up with the 58 million daily posts on Twitter and help marketers create content that drives traffic by reflecting the interests of the targeted audience.

Sprinklr Buys Dachis Group to Boost Technology, Talent

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Two powerhouses in the social management space are joining to form the largest independent end-to-end social relationship platform in the market. Sprinklr, a New York City provider of social media management tools, is buying Austin, Texas-based Dachis Group, a social analytics company, the companies announced today.

Terms of the deal were not disclosed, but Jeff Dachis, founder and CEO of Dachis Group, told CMSWire this morning that "everyone is happy with the outcome."

Andrew Jones, an analyst at Altimeter Group who focuses on social media management and cross-channel customer engagement, said the deal "makes sense." The companies are "very complementary," he explained, "not only in terms of technology but in terms of the talent at Dachis Group. Dachis has roots as a consultancy, which Sprinklr will be able to leverage in its business."

By acquiring Dachis, Sprinklr adds industry leading brand analytics and content optimization to a platform Forrester Research already rates as “the most powerful technology on the market.”

Think, Listen, Respond, Repeat: 7 Social Media Week Strategies You Shouldn't Miss #SMW14

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If the phrase "always on, always connected" doesn't give you anxiety, then it just might give you inspiration. At least that's what the organizers of Social Media Week (SMW) are hoping.

The theme of this year's global event, happening right now in eight cities on four continents, is The Future of Now … and yes, you guessed it. Now is defined as constant, pervasive, unstoppable hyper-connectivity. Think about it, from the perspective of the SMW organizers:

Communication technology unites us, relays news equally with opinion, transports us to worldwide events and shrinks distances between our relationships. We’re tuning into events that we’ve never before been able to access and witnessing other people’s experiences unfold in real time.

It's enough to make your head swim … or your heart sink. What's it all about? Can I create infinite connections without burning out?

Toms Builds Mobile Success by Aiming at Top Customers

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Toms, the online retailer that markets social impact along with its shoes, has found success with mobile marketing by aiming apps at the top 5 percent of its customers, according to a senior executive.

Eve Richey, vice president for global online marketing and mobile, outlined the company's mobile strategy last week at the Mobile Marketing Strategies Summit in San Francisco, which also featured presentations by Google, Facebook, LinkedIn and other companies that are vying for a share of the increasingly mobile consumer.

By ensuring its social content is relevant to its target audience, learning from other mobile apps and other tricks, she said Toms' strategy has increased its conversion rate by 85 percent while cutting the cost of engagement by two thirds. 

Look at What These Charts Say About Global Use of Technology

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Americans aren't the only ones obsessed with cell phones and social media. In fact, slightly more adults own cellphones in China (95 percent) than in the US (91 percent), according to a new Pew Research Center report.

The report, released just yesterday, shows technology adoption is a global phenomenon — even in developing nations. It supports the findings of a Cisco report released last week, which shows global mobile data traffic grew 81 percent in 2013.

How big did it grow? Consider this: Last year’s mobile data traffic was nearly 18 times the size of the entire global Internet in 2000.

The facts are clear: There is a world of opportunity — literally — for digital marketers.

News Bites: Silverpop's Digital Marketing University, Picturepark Update and More

News Bites: Silverpop's Digital Marketing University, Picturepark Update and MoreMassive snow may be blanketing much of the US, but the news gets through. This week’s Bites include PicturePark’s updated digital asset management solution, a global educational roadshow for digital marketers and HeatSync’s aggregated service for web analytics. 

Mobile Marketing Tips from LinkedIn, Facebook

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Marketers may know they need to add mobile strategies, but relatively few are doing it correctly, according to mobile managers from Linked In and Facebook.

Speaking yesterday in back-to- back presentations at the Mobile Marketing Strategies Summit in San Francisco, they advised the 100-plus marketers how to track mobile users, reduce load times, build lasting relationships with visitors and add to their existing data to build more personalized experiences.

CMSWire was a media partner of the event, which focused on ways brands can use mobile marketing to further their reach and impact.

Put Your (Twitter) Cards on the Table

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You see a lot of cards decorated with red hearts this time of year. But businesses may be more interested in the type of cards that can optimize their Twitter results.

Twitter Cards take tweets to a whole new level — and enable them to express more than 140 characters ever could. It's a way to capture more attention and engagement, even on mobile. Twitter introduced the cards two years ago, but just last month it added something new that should make this feature even more intriguing to marketers.

Twitter is providing analytics to let users understand how the cards are performing and analyze the impact the cards are having on their key metrics.

What Marketers Can Learn from Flappy Bird

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No one had anything nice to say about Flappy Bird, the "mindless but infuriating" smartphone game that an astounding number of people — 50 million plus, to be exact — played in spite of themselves. So why are so many people so sad that it's gone? And what lessons can the game's rise and fail have for the rest of us, including digital marketers?

If you frustrate your customers enough that they want to smash their mobile phones with a hammer, and then take away the source of that frustration, will they love to hate you and your product?

Or is it all just a weird inversion of human psychology: We simply want what we cannot have, not matter how bad for us it apparently is?

Law Firm Use of Social Technologies 'Ineffective,' Study Shows

US law firms are beginning to dabble in social technologies, but the practice is still limited and "ineffective," a new report claims.

The report, “The Social Law Firm” (registration required), was conducted by consulting firm Good2BSocial and Above the Law. It assessed how effectively the 50 largest US law firms are using social technologies.

A separate Social Law Firm Index ranked 50 firms in their use of social media.

No Earnings Tweet for #Twitter

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Twitter shares fell about 23 percent in after-hours trading after the company announced quarterly earnings results and forward guidance that disappointed investors.

Despite drop-offs in the growth of some numbers, including new users, Twitter executives described a platform as still evolving, and that further development of the mobile experience was a focus of growth in 2104.

Twitter CEO Dick Costolo defended the growth of Twitter, pointing to the fact that some user interaction metrics such as private messaging are growing, and important revenue metrics such as average revenue per timeline were showing improvement. He said the company will be making additional investments in the Twitter platform, specifically in the mobile experience.

So how is the company going to turn things around?

Connecting: How to Supercharge Your Social Media Marketing

Connecting with Bill Sobel

If you don't know Bill Sobel, you should. Sobel is the Chief Connections Officer at SobelMedia and founder of NY:MIEG/The New York Media Information Exchange Group. He's has been described as a master connector — someone who opens the door to “an interconnected world of endless opportunity.”

Starting this week, you'll get a chance to connect, too, through his column Connecting … with Bill Sobel on CMSWire. “I'll be interviewing interesting, unique people who have a lot to say about customer experience management and social business tools and practices,” he said. Enjoy! Noreen Seebacher, Chief Editor, CMSWire

4 Ways to Make Yammer a Better Workplace Tool

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Ever since Microsoft bought Yammer in June 2012 and announced plans to integrate it with SharePoint, there has been considerable interest in the social network and getting the most out of it. Now GoodData has entered the fray. It researched how companies use Yammer in the enterprise, and offers four suggestions for improvement.