Convince & Convert

AUGUST 10, 2010

Last week, I interviewed three men that are helping create an all-new field of marketing and customer service – the emerging discipline of influence mining. Influence mining makes the old school, direct marketing notions of sorting consumers by purchase history seem dinosaurian by comparison. I did not work on the Klout campaign.

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Social CRM Influencer Klout Social Media 133

Firebelly

NOVEMBER 15, 2012

Today’s article is a guest post by Dennis Yu, an international speaker and author on search engine marketing and Facebook marketing. Incidentally, for the brand managers and agencies reading this — if your favorite company took two hours to answer the phone when you called, how would you feel about them?

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Social Media Hotels Retail Airlines 241

Convince & Convert

MARCH 28, 2012

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. Recently I needed to change a flight with United Airlines. So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines.

CSR 127

CSR Airlines Loyalty Hashtag 127

Convince & Convert

MARCH 28, 2012

She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. Recently I needed to change a flight with United Airlines. So I grabbed my iPhone , dialed United, and heard this recorded message: Thanks for calling United Airlines.

CSR 126

CSR Airlines Loyalty Hashtag 126

Convince & Convert

FEBRUARY 24, 2010

because through social media, customers are praising and criticizing companies in public in a way that requires marketing to triage and respond. Marketing isn’t about campaigns any more. It’s an exciting time to be a marketer, but it’s also a tremendous responsibility. Now, he tweeted it to his 1.6

Compete 115

Compete Conference Organization Social CRM 115

Convince & Convert

APRIL 28, 2010

Would the VP of Customer Satisfaction of Southwest Airlines have called Kevin Smith at home (after he was kicked off a plane for being too portly), if Kevin Smith did NOT have 1.6 Fly more miles, get priority seating on an airline. But now, social media is enabling companies to make influencer outreach a foundational marketing tactic.

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Social Media Strategy Influencer Social CRM 147

Convince & Convert

APRIL 12, 2012

There’s a sense that social media is actually mitigating negative word of mouth for these large customer service organizations. Jay : It’s amazing that the self-serve information trend has been so clearly documented, not just in customer service but in content marketing as well. Vanessa : Absolutely. How do you staff that?

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Hotels Instagram Authentication Social Media 118