Convince & Convert

MARCH 28, 2012

During my initial hold time I heard music, information about United Airlines, and sometimes-long periods of COMPLETE silence, making me wonder, “Have I been disconnected?”. Increased Loyalty - Gamification of customer service will drive engagement and brand loyalty. Oh… the thick irony.

CSR 129

CSR Airlines Loyalty Hashtag 129

Convince & Convert

MARCH 28, 2012

During my initial hold time I heard music, information about United Airlines, and sometimes-long periods of COMPLETE silence, making me wonder, “Have I been disconnected?”. Increased Loyalty - Gamification of customer service will drive engagement and brand loyalty. Oh… the thick irony.

CSR 128

CSR Airlines Loyalty Hashtag 128

Social Media Network Marketing

MAY 31, 2010

Infact Social Media enables CRM to increase the brand and customer connect, get interactive and be more receptive. Thus increasing the brand awareness, creating a positive brand perspective and thereby encouraging loyalty. Unported License. This then leads to more sell and up sell.

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Social Media Social CRM Reputation Widget 62

Convince & Convert

OCTOBER 15, 2015

According to Gartner , customer experience is the practice of designing for and reacting to customer interactions to meet and exceed customer expectations to increase customer satisfaction, loyalty, and advocacy. As technology evolves, it is rapidly pushing the bar higher for more intuitive user interactions and transcendent usability.

Tools 60

Tools Marketing Engagement Education 60

Convince & Convert

JUNE 24, 2010

The Power of the Unexpected The genius of infomercials (and to a lesser degree, home shopping channels), is that they present to you products that you didn’t know you needed, because you didn’t know they existed. That’s what builds loyalty and advocacy. Not many. That’s just a brochure in 140 characters.

Social Media 122

Social Media Strategy Social CRM MySpace 122

Convince & Convert

MAY 5, 2010

This 40-something Florida Mom found herself undergoing several simultaneous life shifts, and realized that products and the communication about them didn’t resonate with her any longer. Women are routinely misunderstood or ignored by advertisers despite their unprecedented purchasing power and loyalty to brands that earn their trust.

Social Media 127

Social Media Case Study Strategy Study 127

Convince & Convert

APRIL 15, 2010

Previously, content about Kodak products would have been created by the media. Comparisons with other products in the category. When a current customer wants to stay engaged with the brand, to learn about new products on the horizon and other updates, what’s going to turn them from a customer to an advocate?

Content 125

Content Marketing Consultant Social Media 125

Convince & Convert

APRIL 28, 2010

In Search of Mass Influencers In a fascinating new Forrester Research study about online peer influence, Augie Ray and Josh Bernoff determine that consumers generated more than 500 billion online impressions about products and services in 2009. population. link] Melissa May More than 80% of impressions are created by just 16% of the U.S.

Social Media 150

Social Media Strategy Influencer Social CRM 150

Convince & Convert

SEPTEMBER 21, 2010

Awareness, Sales, or Loyalty? Thanks for providing information that is not just general chat on the subject.-= Thanks for providing information that is not just general chat on the subject.-= Social Media is not the future, it’s present day mainstream business. The elevator pitch is dead. What’s the Point?

Social Media 168

Social Media Strategy Consultant Conference 168

Convince & Convert

SEPTEMBER 21, 2010

I believe effective social media can indeed increase sales, especially when those efforts are directed toward current/previous customers. Ultimately, customer loyalty is a huge byproduct of social media, and that loyalty often can translate into sales. link] Alasdair Munn Good post.

Social Media 152

Social Media Strategy Consultant Web 2.0 152

Convince & Convert

JULY 28, 2010

Here are some tips to help you uncover the transactional or informational rough edges that you can smooth using the sandpaper of good, relevant content: Ask your customer service team. Buy your own product. &# for most business travelers, it’s also incredibly helpful. You can be helpful, too. Thanks again, Jay.

Social Media 151

Social Media Strategy Consultant B2B 151

Convince & Convert

APRIL 13, 2010

The larger screen size is great for an information-based app like this one). link] Lee Riley The Best Advice Has No Shelf Life #li [link] [link] Yael Davidowitz-Neu As always, I enjoy your perspective on how the principles of building brand loyalty/customer engagement remain the same despite significant changes in technology.

Social Media 113

Social Media Strategy Influencer Education 113

Convince & Convert

MAY 26, 2010

Place making social media (Foursquare, Gowalla, et al) will continue to gain traction over the next 18 months. These services are in many ways would Twitter was originally, with another layer of loyalty and rewards built in. The reviews business will be transformed by geo-location. Are people 'getting it'?

Social Media 136

Social Media Consultant Video Strategy 136

Convince & Convert

APRIL 14, 2010

Nationwide Insurance has a terrific iPhone app that allows you to document a vehicle crash in real-time, including photos, collection of the other drivers’ insurance information, and other key details. Social Media Success = Find a Way to Remove Friction Start today by conducting a Helpfulness Audit for your company. Nice post, Jay.

Social Media 130

Social Media Consultant Health Care Questions 130

Convince & Convert

APRIL 22, 2010

We’d all be much better off if we stopped lumping everything under the social media, and instead focused more on the SPECIFIC outcomes that socialization of business can produce. 5 Primary Ways to Use Social Media If you’re focused primarily on prospective customers and building awareness there are two options: 1.

Social Media 130

Social Media Social CRM Loyalty Web 2.0 130

Convince & Convert

FEBRUARY 25, 2010

The best example I’ve ever seen of this is from a company called ThinkGeek , which prides itself on carrying the most robust collection of unique, thought-provoking products with the biggest nerd appeal on the planet. Every product features customer “action shots” showing the product in use.

Social Media 117

Social Media Case Study Strategy Study 117

Convince & Convert

SEPTEMBER 1, 2010

There’s a huge gap between the perception of social media as an instant, free, can’t miss marketing opportunity and the reality of social media as a long-term, time-intensive customer loyalty and brand advocacy opportunity. Social media for me is like selling PR to a company who had only done advertising.

Social Media 121

Social Media Consultant Social CRM eBook 121

Convince & Convert

SEPTEMBER 20, 2010

Facebook is preferred for information about the brand’s activities, and email is preferred for product updates. Customers follow you on Twitter not to be informed, but to be interacted with. Ultimately, I see Twitter (and even Facebook, largely) as being more impactful on loyalty and retention, than on net new revenue.

Social CRM 148

Social CRM Twitter B2B CoTweet 148

Convince & Convert

JUNE 23, 2010

The 3 C’s of Next Generation Crowdsourcing: Co-Creation, Constant, and Control Co-Creation There are people out there that love your product. There are people out there that currently hate your product because it isn’t giving them what they need. Ljerpi Very informative article on crowdsourcing. Embrace these people.

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Crowdsourcing Social Media Strategy Construction 122

Convince & Convert

SEPTEMBER 23, 2010

Succeeding on the social Web requires daily participation. Whether it’s brand reputation management, PR and influencer outreach, customer service and social CRM, interacting with fans on a brand community, or just creating content that builds thought leadership – it all takes time. Smart, informative and right.

Social Media 149

Social Media Strategy Energy Consultant 149

Convince & Convert

JUNE 16, 2010

They’re marketing-oriented but highly operational and often aimed at creating loyalty by improving customer experience. The Secret Sauce Is Relevance I’m noticing common themes among social media successes like BBVA bank. As single example: Do you read your own product reviews?

Social Media 120

Social Media Strategy Mobile Consultant 120