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Social Media, Social Engagement News & Guidance

A CXM Retrospective: How the Customer Experience Has Evolved

Tis' the season for retrospectives. This year, I'm taking it to a whole new level. 

Multipurpose Bitrix24 Adds More Features to its Social Platform

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Bitrix24, the social intranet that wants to be your Swiss army knife of productivity, is out with a new version that offers activity streams, reporting tools and web phone calls.

Targeted at small- and medium-sized businesses (SMBs), the suite includes social communication, collaboration tools, workflow, knowledge management, file sharing, CRM and a project management toolset.

And on Sunday, We Retweet

We know a lot about Twitter. We know how B2B marketers,  digital marketers and marketing executives use it. We know some of your followers may be irrelevant. And we know how to optimize the microblogging platform for customer service. But the one thing that still alludes us is this: Do you know what drives the most retweets?

Socl Adds Yet Another Social Option for Marketers to Explore or Ignore

This week's launch of Microsoft's Socl app does little to help the crowded social scene. Just how many social media icons constitute too many for a site designer or visitor to stomach?

Sites are starting to look a little crowded with Microsoft's Socl icon joining the likes of Facebook, Twitter, FourSquare, Pinterest and others demanding space next to posts or on stores, at the top of sites and on advertisements or campaigns. 

2014: The Year of Earned Social Marketing

Trust.jpg2013 was the year of paid social. 

2014 will be the year of earned social.

Tech, Social Media Companies Battle Government Spying

customer experience, NSA Spying: Should Data Analysts, Cloud Vendors Be Concerned?

It’s the government against the people. Well, if you consider AOL, Facebook, Yahoo!, Apple, Google, LinkedIn, Microsoft and Twitter “the people.”

Those technology and social media giants launched a campaign against the government this week that included a letter to President Obama and Congress lobbying for reform on citizen surveillance efforts.

This summer, former National Security Agency (NSA) contractor Edward Snowden exposed details of secret government intelligence programs he claimed that while aiming to prevent terrorist attacks violated privacy rights and civil liberties.

Maybe it will be government against your bottom line? (Made you look).

LeadSift Social Media Scoring Debuts SMB Version

LeadSift Social Media Scoring Debuts Small + Medium Sized Business VersionParsing social media data for possible sales leads is a lot like any other kind of lead generation. It takes plenty of hard work with sporadic results that don't scale.

But startup LeadSift has built a system it claims makes it easier to find possible customers amid the social media noise. Now it has debuted a lightweight version of its product for small- and medium-sized businesses (SMBs).

IBM Builds 'Cloud of Clouds' On SoftLayer Acquisition

IBM has filed a patent for new cloud storage software, which also comes with the ability to securely migrate data from one cloud to another regardless of who built the cloud. It follows on the heels of its recent announcement that it is releasing industry-specific cloud services that will enable enterprises working in specific verticals move to the cloud quickly and efficiently.

Social Media Briefs: Facebook Wants Your Money, Tumblr's Sponsored Trends

Social media was once considered a free medium where brands could organically build their networks of fans and followers. But it has become a competitive marketplace where sponsored content reigns supreme. Will it pay off?

Social in 2014: The Name Doesn't Matter, What We Do With It Matters

Social in 2014: Names Don't Matter, It's What We Do That MattersFor the past number of years, we debated how the word "Social" was going to fit. While we were having the conversation, it was shoehorned in everywhere we turned. We have media that became social. We have businesses who are suddenly social. Knowledge, commerce and networks, all totally different and new, right? Because they are ... yep, you guessed it, social.

3 Practical Ways to Boost Your Google+ Profile

Customer experience, 3 Ways to Leverage Your Social Power to Boost SEO using Google+What was unclear back in 2011 is certain now -- the direct influence Google Plus has on search rankings makes this network important to your business. Google+ finally answers your C-Suites’ never-ending question: what is the ROI of social networks? If a significant portion of your leads come from organic search, then there is no longer a debate as to whether investment in social is worthwhile.

Facebook Page Ratings Leave Unanswered Questions

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In the world of social media management, there's never a dull moment. Algorithms change, new platforms arrive and there is always new functionality to figure out. Such is the case with a new feature Facebook is rolling out, but hasn't provided any information about. I'm talking about Facebook page ratings.

 

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.

SAP Says: Link Revenue to Social Media to Show ROI #gilbane

Return on Investment

BOSTON -— Social media marketing programs are sexy. But do you know what’s even sexier? Social media marketing programs that tie directly back into sales, conversions and strong leads.

SAP North America’s social media program was featured during this morning’s keynote on Day 1 of the Gilbane Conference here at the Westin Boston Waterfront Hotel.

Will Ephemeral Communications Make Delete the Default?

shutterstock_135744803.jpgHow big is your digital footprint? Think beyond the blog posts and Amazon reviews, social media status updates and Reddit comments. Your role in the digital world is more than the songs you download on iTunes, the movies you watch on Netflix and the photos you upload on Instagram. Your digital mitochondria are fueled by the habits you've developed since you got your first computer or feature phone. 

If you're anything like me, it pained you to toss all the AOL chats you saved from college. You may dread upgrading your phone over fears of losing all those text messages or push SMS notifications. When you think about the amount of stuff stored or otherwise archived on our digital devices and on the interwebs, it's amazing more of us haven't been blackmailed. It's enough to make you think that not everything we do is worth its half-life.

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