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Latest Social Media News & Articles

The Net Promoter Score and Beyond: Measuring Customer Satisfaction

Net Promoter Score Just the Tip of the Customer Satisfaction SpearCustomers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely.

Net Promoter Scores are a simple way to assess customer loyalty. But the technology world is becoming more complex, and so are options for gaining customer insight.

The NPS isn't perfect, but many argue that it still has value. In fact, a recent 2013 NPS benchmark report from the Temkin Group is now in its second year, so it's not as if the NPS is going out of fashion.

New Report: Understand Your Audience Before Using Social Media

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Social media isn't a one-size-fits-all proposition, and US companies are leading the way in the use of social campaigns. Those are two of the key findings in a new report from the Useful Social Media (USM) group. 

The report, “Following Uncle Sam: National Social Media Marketing,” surveyed more than 300 members of the USM community. A social media campaign, the survey discovered, needs to have messages that are “much more tailored to their audience demographics than previously thought.”

Why Apple Needs Topsy in a $200 Million Way

Apple to Buy Social Analytics Company TopsyApple bought social analytics firm Topsy for more than $200 million, the Wall Street Journal reported yesterday.

Topsy is one of the few companies that has access to every tweet generated since 2006 and has the proven ability to analyze them all, both historically and in (near) real time, as they come in. While some see Topsy’s services primarily in the social realm, it’s also important to recognize its big data and analytical capabilities.

BlackBerry Pivots to Social Media with BBM Channels

bbmchannels.jpgBlackBerry has introduced an updated version of its messaging app that makes the service a social network — but Android and iOS users will have to wait for the new features.

Owners of BlackBerry 10 and Blackberry 7 devices can use BlackBerry Messenger Service (BBM) to join in social media chat across channels and interact with people, brands, celebrities and communities. In the near future, the feature will also be extended to Android and iPhone users.

With massive user growth of BBM, is this a threat to the likes of Facebook or will others just mimic it as we move to a more mobile social landscape?

How Apps and Social Media Will Color Black Friday

Black Friday Deals + the Role of Apps, Social Media Social media and mobile applications reportedly have an outsize influence on shopping behavior — and many companies have shaped their online experiences accordingly in the last few years. Now shoppers and retailers are both looking to the next stage in this evolution. Marrying online and offline experiences maybe the key, according to reports from Adly and Cisco.

Xbox One Sells A Million, Microsoft Grapples with Social Media Backlash

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Microsoft's new Xbox One console has been branded as the ultimate games and entertainment machine.

The hard reality of those ambitious claims is now biting hard, as early buyers find poor gaming experiences, expensive in-game-content demands and issues with the TV and entertainment features. But Microsoft is handling the complaints well and trying to minimize disruption for users.

Jive Report Finds More and More Employees are Collaborating at Work

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Enterprise social collaboration is now mainstream, with a majority of employees in a third of all corporations using such solutions. That’s one of the findings in a soon-to-be-released white paper from Jive Software, an enterprise social collaboration vendor.

CMSWire.com got an early look at the paper, Enterprise Social Collaboration Solutions Hit the Mainstream — and we're sharing the highlights with you.

5 Major Differences Between Xbox One and PlayStation 4

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The tech pages have been buzzing with gaming news in recent weeks, thanks to new consoles from Microsoft and Sony. But if you're not a loyal fan, which one should you choose? 

These five factors — and some simple truths the manufacturers probably don't want you to know — could sway your buying decision.

Adobe Changes Pricing Structure for Marketing Campaigns

Adobe Campaign Abandons Email CPM PricingAdobe is introducing a new pricing plan for its campaign management service. Starting in January, Adobe Campaign, one of six digital marketing units the company includes in its Marketing Cloud services, will no longer charge customers on CPM or cost-per-thousand emails pricing. Instead, it will charge a "platform fee" plus a fee per customer profile.

In an interview with CMSWire.com, Mathieu Hannouz, senior product marketing manager for Adobe Campaign, said the move is designed to encourage customers to embrace cross-channel marketing.

KiteDesk Browser Plugin Connects Salesforce, Email, Social Contacts

KiteDesk Browser Plugin Debuts to Wrangle Salesforce, Email, Social ContactsA company called KiteDesk has launched a browser plugin that can pull in contact data from sources like Salesforce, LinkedIn and email and mash them up to find leads and build relationships.

An Eloqua social selling guide estimated 75 percent of B2B buyers think social media influences purchases. If so, then the more social media contacts in a company's customer relationship management (CRM) systems the better. That's where KiteDesk comes in.

Need Help? Google Offers New Video Chat Option

image-googlehelpoutsreview-2013.pngGoogle has brought the concept of advice videos to its Hangouts service with a new service called, appropriately called Helpouts. Users can access free and paid advice through live video chat sessions, which can be recorded, scheduled and, of course, shared on Google+.

It's a new way of responding to that often heard response to difficult questions — Google It!

Pricey Twitter Hits the NYSE Today at $26 A Share

twitter_ipo.jpgTwitter becomes one of the most high-profile US initial public offerings since Facebook today. After raising its starting price range once, it boosted the share price even higher, causing concern among some investors.

Is a mere social messaging service that's still losing money and will only generate revenue of about $620 million this year really worth $18 billion? That's the big bet investors will have to decide. The company is not profitable, and it is not expected to be so until at least 2015.

Ahead of Its Time: EngageSciences Social Media Marketing Takes Off

image-engagesciencessocial-2013.pngEngageSciences is but one of dozens of social media marketing tools, and like so many, the Facebook app building focused company has branched out to other sites like Twitter, YouTube and Google+. In an odd twist, however, one of the first tools the company built when it launched in 2009 has finally taken off in 2013 … A social media marketing tool that was ahead of its time.

Webtrends: Impressive Results from First B2B Use of Twitter's Lead Gen Cards

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Webtrends is out with a new case study about its success with Twitter’s recently introduced Lead Generation Cards.

According to the Internet analytics company, this first use of the cards by a B2B company led to a more-than-impressive 996 percent increase in leads and a 500 percent decrease in costs – in just four weeks. 

Nimble Advances Social Relationship Platform, Enhances Integration

Social CRM Company Nimble Integrates with Gmail, OutlookNimble, a company that offers customer relationship management (CRM) software, launched a new version today with a host of updates, including integration with Google Gmail, Microsoft Outlook and Hootsuite.

The announcement comes just a week after the company revealed partnership with Microsoft to bring CRM to the Office 365 productivity suite.

Shake Up at BlackBerry: Fairfax Deal Crumbles, CEO Out, More Cash In

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Trading in BlackBerry shares was temporarily halted this morning, as the company put out a major announcement. Because of the failure to close a deal with Fairfax Financial Holdings — and perhaps emboldened by the success of the BBM launch for iOS and Android — the company has abandoned plans to find a strategic partner. Instead, it is setting out details for new funding. 

Is this the start of a much-predicted move to a software and services company? Certainly a shake-up of the board is just the start, with incumbent CEO Thorsten Heins to be replaced by John Chen, and other executives on their way out.

Although Fairfax failed with its original bid, it will take part in the $1 billion investment that should help the company refocus and restructure under the new management. 

Brands Happier than Users over Photos, Videos in Tweets

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The 140-character purity of Twitter feeds is a thing of the past. The micro-blogging site is giving pictures and videos more important roles. In fact, you'll now automatically get photos and Vine videos right in your timelines. Some users are grumbling, but many retailers are rubbing their hands together in glee.

Twitter followers no longer need to click a link to see an image or video. Additionally, the update allows a follower to reply, retweet or favorite a tweet while in the timeline. The update follows Twitter’s previous efforts to expand its service with options including Twitter cards and conversational links.

Facebook Still Way Ahead of Google, Gigya Reports

Thumbnail image for Social Logins.png Facebook maintains a large lead in social logins, according to Gigya — the self-described largest provider of social logins on the web. The news comes on the heels of a report last month from social login provider Janrain, which noted that Google had dramatically reduced Facebook’s lead in social logins.

Answer My Tweet ... Now, Customers Say

Customers Expect Tweets to be Responded to within an Hour Over 70 percent of Twitter users expect to see businesses respond to their tweets, a social media report has found, and 54 percent expect to hear back within the hour.

That such a high percentage of people expect responses from companies on social media shows how far expectations have risen, the Lithium Social Response Study found.

The Next Big Social Networks Aren't Social Networks Yet

shutterstock_134112389.jpgGrowth for big social networks like Facebook and Twitter will inevitably flatten as users look for options that better match their needs.

Enter the likes of Steam (a PC gaming service stretching out to TVs) and BlackBerry's BBM (a popular app looking for bigger things). Steam has more than 60 million users and BBM has more than 80 million. What else could come along to shake up social networks in the near future?