Convince & Convert

APRIL 13, 2013

Even with your commitment to humanization, social outreach, customer experience and all the rest, you’re still getting more angry missives than ever. It’s certainly true in the airline industry, where LA Times reports that complaint volume is up 30% year-over-year.

Social Media 147

Social Media Airlines Social CRM Avatar 147

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. Customer service?

Social CRM 133

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. Social is a two-way street, not a TV broadcast medium. What happens in your call center will happen on social. But this is not a bad thing, nor is social necessarily negative ROI.

Social Media 241

Social Media Hotels Retail Airlines 241

Convince & Convert

SEPTEMBER 11, 2011

So much so that people (presumably sober) proclaimed that this was the future of marketing. You think Southwest Airlines would have liked a data feed that automatically appended Klout scores to passenger manifests before they kicked Kevin Smith off a flight? Especially now, when every customer is a potential reporter.

Klout 159

Klout Nielsen Influencer Social CRM 159

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