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Eight Tips for Scaling Social Customer Support

Dave Fleet

JULY 18, 2011

These resources could be blog posts, knowledge base articles, videos, graphics, whatever (more on that later in this post) — just make sure they’re in the language of your customers, not in business jargon, and that people can link directly to them. Help customers to help customers. Structure for scale. Plan strategically.

Tips

Tips Social CRM Reputation Knowledge Base

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102 Compelling Social Media and Online Marketing Stats and Facts for 2012 (and 2013)

Webbiquity SMM

JANUARY 2, 2013

Social CRM is still confusing. Only 16% of companies say they currently have a social CRM system in place. 21% plan to implement such a system in the coming year, but another 17% “don’t know what a social CRM system is and why businesses need it.” B2B Lead Blog ). MarketingProfs ).

Social Media B2B Marketing SEO

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Trending Sources

The Realtime Report

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Does Your Blog Have a Long Tail | Blogging and Content Creation.

Convince & Convert

APRIL 20, 2010

But the reality is, your blog is probably a lot more broad than you think. The free “Blogging’s Long Tail Approach&# white paper is devoted to describing this notion of blog content breadth, and its impact on search term selection, and search term optimization. If you get a chance, please check out the white paper.

Hitwise

Hitwise Content Blogger Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JULY 6, 2010

Be Committed to CSR As mentioned, it’s critical to be transparent when it comes to a company’s CSR program, especially when harnessing social networking platforms. Online consumers are savvy and being open and communicative is vital to reputation management. By transparent, I mean keep it real and no lip service.

CSR

CSR Social Media Strategy Consultant

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Social Media a CRM perspective

Social Media Network Marketing

MAY 31, 2010

Sections To Read Home Main Page Community - Social Media Network Online Who will benefit from this blog? Social Media Ne. About Me - Social Media Network Online Contact Me - Social Media Network Online Your Contribution To This Blog - Social Media Netw. Unported License.

Social Media Social CRM Reputation Widget

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JUNE 3, 2010

Possibly a future blog post in that concept. link] jaybaer First time pettifoggery used on this blog. So, really Jay, it kinda does fit into your blog. Great analogy. Seems like the more time we spend thinking about what's right, the less likely we are to do what's right. Look it up. I screwed up.

Social Media Strategy Consultant Social CRM

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 20, 2010

In fact, social media can be MORE transformative for a B2B company than a B2C company. This is because B2B has a smaller potential customer base, a higher average price point, and a customer decision funnel that is more influenced by word of mouth and reputation. Esteban Kolsky´s last blog. Esteban Kolsky´s last blog.

Social Media B2B Strategy Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JUNE 7, 2010

billion), and the founding of the Zappos Insights program (where companies can receive training on Zappos’ customer and culture-centric methods). link] blog comments powered by Disqus Subscribe to Convince & Convert Jay Baer Greetings. The third section of the book covers Zappos’ sale to Amazon.com (for $1.2

Social Media Strategy Review Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 21, 2010

However, a lot of people making that news have created expectations and beliefs about social media that aren’t true. Social Media is Inexpensive False. As Charlene Li said recently, social media trades media cost for labor cost. Social Media is Fast False. Social media is by definition slow.

Social Media Strategy Consultant Web 2.0

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4 Steps to Drive Sales with a Social FAQ | Blogging and Content.

Convince & Convert

MAY 11, 2010

Not in a “here’s our FAQ&# way, but in a vigorous, social media way. I recommend answering each question with a dedicated blog post, and a video – at a minimum. Digital Dandelion Take your written and video content, and spread it as widely as possible on the social Web. Your blog, naturally.

FAQ

FAQ Content Consultant Social Media

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 21, 2010

On-going monitoring: What are people saying about your brand and how can you use that information to either repair your reputation or identify opportunities? You can also ask for training to make sure you’re using all the features to the best advantage. Research: How do people talk about your industry and who are the influencers?

Social Media Radian6 Strategy SM2

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

APRIL 13, 2010

Tagged as: apps , contests , dale carnegie , how to win friends and influence people , influences , iphone , mobile marketing , social media Did you enjoy this blog post? Inspired by Jay Baer blog post, “The Best Advice Has No Shelf Life” [link] #assnchat [link] KiKi L’Italien #assnchat is on in 7 min…topic?

Social Media Strategy Influencer Education

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 20, 2010

I believe Twitter will ultimately be the way that we interact with brands, and will power the social CRM movement. Let me hear about it: View Comments | Subscribe To This Blog | Sign Up For Our Newsletter Share This Post: Similar Posts That You Might Enjoy: Is Twitter for Business Even Worth the Trouble?

Social Media Statistics Strategy Research

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6 Required Competencies for Social Organizations | Conferences and.

Convince & Convert

FEBRUARY 24, 2010

Southwest Airlines has to coordinate its marketing and customer service response, in real-time, create its own content on its blog and Twitter account, while also dealing with the media jackals. If a consumer emails a company, we’ve trained them to expect a response in a day or so. Now, he tweeted it to his 1.6

Compete

Compete Conference Organization Social CRM

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Social Media Lawsuits Protect Yourself From Them | Guest Posts.

Convince & Convert

JULY 21, 2010

Having clear language on blogs and websites puts the public on notice about your position vis a vis copyright. In other words put a copyright, all rights reserved on your content or the bottom of your blog. The FTC encourages social media policies be in place and reviewed. You have to train employees too.

Social Media Policies Consultant Social CRM

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Why You're the Key to Social Media Success

Convince & Convert

JUNE 22, 2010

The problems with that are clearly one of culture (truly believing that every customer is a reporter), and of definition (thinking that social media is somehow driven by Twitter and Facebook). You have to work on a pilot program – maybe even in secret – to show social media’s impact on customer satisfaction.

Social Media B2B Company Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JULY 22, 2010

She is deeply curious, loves all things marketing and blogs less frequently than she would like at Stickystimuli.com. While many businesses are excited about opportunities to reach their customers on the social web, few actually believe they have done so successfully.

Social Media Strategy Influencer Case Study

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The 8 Wrong Questions PR Firms Are Asking About Social Media | PR.

Convince & Convert

AUGUST 18, 2010

How can we find a social media guru to add to our team? Better question: How can we distribute social media knowledge across the entire firm, including ongoing training and knowledge sharing? How can we create a killer social media campaign that will get noticed? What do you think? Thank you, Jay. [RT

Questions Social Media Consultant Education

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JULY 13, 2010

Instead of starting a blog, start a commenting presence: A number of agencies are putting out mediocre blogs, just so they can say they have one. Why not try spending time commenting in your targets’ community blogs? That’s the essence of a good social media strategy , anyway.

Social Media Strategy Consultant SEO

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The Truth About the iPad | Blogging and Content Creation | Social.

Convince & Convert

APRIL 8, 2010

I would never, ever, ever write this blog post on my iPad (although people that bought the external keyboard for it might disagree). The virtual keyboard is barely better than the iPhone, and you still cannot touch type. You can’t save or store files. There’s no USB port. Or CD drive. Or ability to run two programs at once.

iPad

iPad Content iPhone Wireless

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You're Invited to the Socialpalooza

Convince & Convert

MARCH 22, 2010

Im a tequila-loving, hype-free social media strategy consultant, speaker, and author that works with major corporations and PR firms to harness the awesome power of the social Web. Im Jay Baer.

Price

Price Social CRM Social Media Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

MARCH 16, 2010

Twitter’s role as a conduit for the Zeitgeist is unrivaled, and it has almost single-handedly ushered in the era of real-time search, and social CRM. The site is exceptionally poor at welcoming and training new users , which may result in its high churn rate. I love Twitter. It enriches my life every day.

Social Media Strategy Foursquare Social CRM

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Do You Have the Guts to Expect Social Media Failure | Social Media.

Convince & Convert

SEPTEMBER 1, 2010

Let me hear about it: View Comments | Subscribe To This Blog | Sign Up For Our Newsletter Share This Post: Similar Posts That You Might Enjoy: Would You Try It With a Fox? Why You’re the Key to Social Media Success 5 Step Process for Social Media Success [link] Brian Hamlett Very nice Jay and definitely true.

Social Media Consultant Social CRM eBook

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3 Reasons Email is the Coolest Vampire Today

Convince & Convert

JULY 8, 2010

Let me hear about it: View Comments | Subscribe To This Blog | Sign Up For Our Newsletter Share This Post: Similar Posts That You Might Enjoy: I Get By With a Little Help From My Friends Please Help Me Support Make-A-Wish Foundation Is Starbucks the Most Dangerous Competitor to Facebook? Why is this? Why is this?

RSS

RSS Research B2B Consultant

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JUNE 30, 2010

I actually linked to your page in the blog I'm posting later, gotta get the word out about Convince and Convert! (As Their intern is well-trained and they respond with good-natured humor to people. Just fun and friendly and well, social. Another great post, I look forward to reading every day.

Social Media Strategy Automotive SEO

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3 Ways Facebook is Killing Your Website | Social Media Marketing.

Convince & Convert

AUGUST 3, 2010

I have said on this very blog that I was dubious about putting too many eggs in Facebook’s basket , because you’re essentially building your marketing program on rented land. Do you join in, and try to engage your customers there, or try to pull them out of their Facebooking to go to your static site or unlinked blog?

Social Media Facebook Marketing Consultant

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RIP 3 Ways Facebook is Killing Your Website

Convince & Convert

AUGUST 3, 2010

I have said on this very blog that I was dubious about putting too many eggs in Facebook’s basket , because you’re essentially building your marketing program on rented land. Do you join in, and try to engage your customers there, or try to pull them out of their Facebooking to go to your static site or unlinked blog?

Facebook Consultant Social Media Sites

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Is Twitter for Business Even Worth the Trouble | social crm.

Convince & Convert

SEPTEMBER 20, 2010

Skip to content Skip to navigation Skip to footer Convince and Convert Blog: Social Media Strategy and Social Media Consulting Social Media Strategy Blog Social Media Consulting Blog Social Media Consulting Speaking Newsletter Free Social Media Tools Twitter Interviews About Lijit Search Is Twitter for Business Even Worth the Trouble?

Social CRM Twitter B2B CoTweet

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 20, 2010

Relevant experience always matters, as does specific industry knowledge, followed by creativity, a sense of a “safe choice” based on an agency’s reputation within the PR industry and, of course, actual public relations skill. Noemi Pollack blog comments powered by Disqus Subscribe to Convince & Convert Jay Baer Greetings.

Social Media Strategy RFP Social CRM

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

APRIL 27, 2010

Why can’t you find the Randys in your company, and let them train everyone else? I hope someone at US Airways reads this (unlikely) and signs Randy up to train their other employees on how being just a little human goes a long way. I'm flying to Milwaukee in July – can I request Randy??

Social Media Strategy Airlines Types

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

JUNE 28, 2010

As search becomes ever more interconnected, and websites begin to routinely change dynamically based on your search and browser history, your ability to create and optimize individualized pieces of content (blog post, photo, video, tweet, status update, podcast, PDF, presentation) reaches critical importance. Companion blog post.

Social Media Strategy Report Buy

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Convince and Convert Blog: Social Media Strategy and Social Media.

Convince & Convert

SEPTEMBER 21, 2010

link] [link] Kelly Workman-Flood Jay Baer Blog: 13 Observations From South by Southwest (SXSW) [link] Full [link] [link] Charlene Kingston Looking for the take-aways from #sxsw even if you didn't attend? Certainly, I think the big contradiction we have going on with Social Media conferences is how broadcast they are.

Social Media Strategy Conference Eventful