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Social Media, Social Engagement News & Guidance

Social Media Briefs: Snapchat Wins, Facebook Loses, Instagram Gains

Snapchat is worth billions. Facebook loses teens. Instagram gains brands. Thinkr uses only #hashtags.

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.

Chief Customer Experience Officers Challenged by Security, Generation Gap

consero_customersatisfaction.png There’s no doubt that there are a plethora of resources available to help customer experience executives provide extraordinary opportunities and competitive advantage. But what challenges do they face? Consero investigated these issues in its Fall 2013 Customer Experience Data Survey.

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?

Social Business Tools, Talent Keep Workers on Task

Social Business Tools, Talent Keep Workers on TaskThe productivity of knowledge workers in the digital age clearly depends on the tools and talent available for given projects. Social business systems that include an activity feed with document sharing capability, for example, are important. But so is the right talent to go with them.

New Report Examines Global Trends in Customer Service

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A new report from Zendesk takes a closer look at some of the many factors that contribute to overall customer satisfaction.

What it found is that good customer service is universal.  No matter what country you're in, when you shopping or how you engage with a company, there are a few universal factors that are bound to influence your experience

Social Insights Show How Recruiters Engage on Twitter

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Previously, we've reported on how various segments of marketers engage on Twitter from digital marketers to B2B marketers, as well as brands. But what about those who actively recruit marketers and brand influencers -- how do they use Twitter to connect and create open, informal networks?

How to Handle Negative Brand Perceptions on Social Media

How to Overcome Negative Brand Perceptions on Social MediaIn the age of constant social media commentary, all brands are subject to the influence and change of public opinion. When a brand begins to experience negative perceptions -- especially with the instant impact of social media -- it is easy for panic to set in quickly. So how can a brand be smart and nimble in evaluating negative sentiment?

Adobe Social Media Report: Huge Gains for Facebook, Twitter Ads

image-adobesocialmedia-2013.jpgSure, humans are social beings — and we seem to be getting even more social on Facebook and Twitter, according to the Adobe Social Media Intelligence Report.

All that activity is boosting ad revenues for both social networks. Advertising on Twitter and Facebook ramped up quite a bit in 2013. Facebook click volume is up 29 percent year-over-year, and Facebook impressions volume is up 85 percent year-over-year.

Maximize Social Marketing with Online Communities

There are more channels than ever before to connect with your customers -- and every business wants to understand how to maximize its customer-brand interactions.

But there is good news. The channels used to achieve these goals, including social media networks, online communities and customer relationship management (CRM) tools, are getting easier to manage and measure. In fact, consumers’ rampant use of social media has unleashed a treasure trove of data to help businesses sell.

Most Organizations Have Yet to Become Fully Social, Altimeter Group Finds

Most organizations are only at the “intermediate” stage of becoming social businesses. That's a key finding in a new report from the Altimeter Group, which looks at the current state of the social business transformation. The report is based on interviews with social media strategists and executives at 65 firms with more than 500 employees.

Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn Intros

Customer Experience, Social Media Briefs: The Value of Pinterest, About.me's Collections, LinkedIn IntrosOne day you're worth $27 million, the next more than $3 billion. It's just another day, er, week in social media ...

Twitter isn't the only company discovering its value. This week, Pinterest confirmed that it had raised $225 million in a new round of financing that values the company at $3.8 billion. While that's a lot, what is most impressive is that its value grew so rapidly.

B2B Social Media Marketing: Blogs Top Route, Online Communities Work

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Big B2C firms can weather the loss of a few customers. But for B2B, every potential customer counts.

"Coca-Cola doesn't care if it loses a few customers to a rival," said Paul Gillin of Paul Gillin Communications. "However, a company that makes engines for commercial auto fleets cares deeply about each and every customer. The nature of the relationship is different and the social media tools the company uses are different as well."

Social Automation Faces Slower Adoption than Traditional Campaign Tools #ee13

Social Automation Faces Slower Adoption than Traditional Campaign Tools #ee13While traditional marketing automation tools have reached maturity in many ways, trying to do the same kinds of things with social media could take twice as long.

Oracle Partners with Bizo to Add Display, Social Ads to Multi-Channel Campaigns

Oracle continues to integrate the Eloqua technology it bought nearly a year ago. As it does, it's extending some of the existing Eloqua capability by partnering with Bizo to run multi-channel campaigns that include display ads and social media.

Multi-channel campaigns help create a seamless customer experience across email, social media and other platforms.

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