INDUSTRY INSIGHTS YOUR PEERS ARE READING
Social media relies on the premise that we’ll believe what people tell us more readily than if we were told the same thing by a nameless, faceless company. world-wide shows that just 25% of respondents said their friends and peers are credible sources of information about companies – a decline of 20% since a similar analysis in 2008. That’s why it’s more important than ever for companies (in social media or otherwise) to embrace the truth. MORE
It’s also crucial to optimize content produced by customer service (FAQ’s, common how-to guides), HR, and subject matter experts in field consulting, engineering and sales for search. MORE
It’s important to let people know it’s your company that runs and manages it. While most of your content should be about building an active community, don’t avoid promotional content completely. MORE
Somebody sending a mean tweet about your company doesn’t constitute a crisis. When the company does not know any more than the public about what’s going on. A social media crisis has a potentially material impact on the company overall. Create a Crisis FAQ. MORE
because through social media, customers are praising and criticizing companies in public in a way that requires marketing to triage and respond. All of this is happening to companies (maybe yours) every minute of every day. And that puts it in the unique and powerful role of being the ligament that forces intra-company cooperation like never before. If a consumer emails a company, we’ve trained them to expect a response in a day or so. MORE
Her company Audience Audit provides strategic marketing support and audience segmentation research that helps organizations understand their customers better. True relevance grows from a deep understanding of what motivates your customers, and ensuring that every contact they have with your organization shows to what degree your company values their reasons for choosing you. According to Jamie Grove, the company’s Director of Evil Schemes and Nefarious Plans (i.e. MORE
there’s a schism coming in social media between companies using it for marketing, and companies using it for customer service and CRM. Brand communities, contests, most social listening, and non-promotional tweeting fits into this category. Match Your Social Media Tactics to Your Social Media Goal The problem we’re faced with today is that very few companies seem to be thinking about their efforts in this way. MORE
How does social media use differ in B2B vs. B2C companies? As many companies have learned the hard way, unanswered complaints on social networks can go viral, causing real damage to a company’s brand. More than one-third of Fortune 500 companies have active Google+ accounts. MORE
When I discuss this concept with companies, however, too often I hear something in the realm of “we don’t know what to provide our customers that would be helpful.&# Because helpfulness hasn’t historically been looked at as a marketing objective (tons of great stuff about this umbrella concept in Scott Stratten’s forthcoming new book UnMarketing – buy it ), identifying areas where help could be provided isn’t in the DNA of most companies – yet. MORE
They mentioned the correlations companies like Moz and serpIQ have found between long-form content and search result placement, and also number of backlinks. ProBlogger FAQ: How Long Should Posts Be? MORE
New research from White Horse of 104 companies found that in 86% of companies, executives are not using social media. Would a company launch a major television campaign if the CEO had never watched TV? Never Heard Of It This is of course a situation that is most acute in B2B, where White Horse found that 60% of companies either have low executive interest in social media, or have modest interest but a lack of education. A B2B software company, or Skittles? MORE
Why the Company Blog is More Important Than You Think by Business2Community. This presentation from Billy Mitchell and the team at MLT Creative covers the benefits of blogging, how to keep company politics out of business blogging (“Everything starts with strategy. MORE
I love the Twitter culture and community, and I spend quite a bit of time using Twitter. Ive founded 5 companies, and spent 15 years running digital marketing agencies. MORE
Tweet Community Managers are the voice of the brand, but their role varies across companies. There are no set list of rules or guidelines which can a make a successful community, but all successful communities have a common ingredient – a good Community Manager. MORE
Companies should follow, not lead, their customers across the social Web. Rapleaf is better for larger companies. I never experience that issue, and one of the companies I used it at had about 15,000 employees on the roster? I never experience that issue, and one of the companies I used it at had about 15,000 employees on the roster? " -Jay Baer [link] [link] David Burn "Companies should follow, not lead, their customers across the social Web." MORE
Remember this: Facebook is a public company. Further, it is also true that many company posts do not succeed on Facebook today. They will likely have a better chance at Facebook engagement than will your company account. Engage Your Community with Facebook Groups. MORE
Amber is Director of Community for Radian6 , co-proprietor of the influential Brass Tack Thinking blog (formerly Altitude Branding), a cool mom, a motivating force, and a hell of a flautist). We reconfigured our companies to accommodate phone. Not just the big companies, but the every companies. DJ Waldow Director of Community, Blue Sky Factory @djwaldow [link] DJ Waldow As I wrote on Brass Tack Thinking, I have the chills. MORE
A driving force behind the company’s SUBSCRIBERS RULE! MORE
But The Wing isn’t trying to attract anyone who’s female — only those who identify with their “advancement of women through community” credo. When was the last time you updated your Instagram bio ? MORE
While customers use social media platforms to complain about service or product, only half of them expect a company response – a low bar for customer service performance. This is good since only three out of ten companies respond to customer service complaints made via Twitter. MORE
Fast Company. Connect with Fast Company. The companys top executives had invited the most farsighted thinkers they knew from around the world to come together in New York and propose solutions to some really big problems. CEOs are supposedly the prime change agents for their companies, but theyre often as resistant to change as anyone -- and as prone to backsliding. Energy Efficient Servers See how HP Energy Efficient Servers can help your company save energy. MORE
Regardless of the type of business you’re engaged in online, your trump card will, in many cases, be your team’s ability to respond to customers’ needs and communicate and give generously; none are tasks to be oversimplified, especially when serving a large client base or community. MORE
Topcoder is a community of designers, developers, and data scientists who specialize in design and technology. This community develops enterprise-level work for some of the biggest companies in the world. How to effectively build and nurture a community. MORE
I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues. MORE
I also like to look at search data, both the searches that people are conducting about your company on Google ( use this free keyword tool ), (insert Google keyword tool screen shot) and the searches conducted on your Web site (assuming you have a search function). Not in a “here’s our FAQ&# way, but in a vigorous, social media way. You need some clue about lighting, somebody in your company that’s decent on camera, and a loose script. MORE
Because our behaviors on the social Web leave a noticeable fingerprint, smart companies can modify the way they engage and interact with us, based on our social graph, purchase history, etc. But now, social media is enabling companies to make influencer outreach a foundational marketing tactic. If you have income in your database, isolate customers in the upper middle tier (for most companies). MORE
A couple of weeks ago I received a worried call from a friend working in PR for a large company. Her opening question went something like: “What the heck are Community Pages on Facebook, and why is there one for my company?&#. Community Pages 101. MORE
Delicious will become part of their new Internet company AVOS based in San Matero, California. You can get more information on the transition through this FAQ. MORE
This can be more challenging for smaller b2b companies, and particularly for startups. For example, do you offer an online support and discussion community just for customers? MORE
Apparel company Diesel – who’s aggressive marketing is consistently noteworthy – has rolled out perhaps the first-ever integration of Facebook “likes&# in a dressing room … Diesel boutiques in Spain now come equipped with the Diesel Cam, where shoppers can try on garments and then instantly take and upload photos to Facebook, where friends can presumably lie about whether a halter top is a good idea. MORE
Delicious will become part of their new Internet company AVOS based in San Matero, California. You can get more information on the transition through this FAQ. MORE
True, scrutiny is magnified when community and content managers become a voice for large brands. Add your community or content manager’s Twitter handle to the bio. Use a company logo for your Twitter account, but humanize it with real people. MORE
To find these FAQs, there are a couple great places to look: Your customer service team. Your social media support team, your community team, or your social media manager. Other companies choose to lean into the “bot-ness” by making the voice a bit more obviously robotic. MORE
As Facebook has evolved from a “nice-to-have” to a “must-have” business tool, many companies employ agencies to dedicate the time required to manage their Facebook presence and market their products. MORE
August 25th, 2010 |Written By: Jay Baer | View Comments Tweet Today’s post is a collaboration with Clinton Bonner , community connectivity expert, futurist, and blogger at Everything to Everything. Starbucks could use their SDN to reinvent themselves as a key member of any local community, and not as a coffeehouse, but as the best-possible advertising platform available in every city and town in the country. MORE
But they’ll be very interested to see how much traffic you’re sending to the FAQ page and customer support page on your site and what kinds of posts are driving users there. If you’re trying to build a strong social media community, you may have an active advocacy program in place. MORE
A recent study by Econsultancy called “ The Value of Social Media &# shows that companies are overwhelmingly using the “Big 4″ of Facebook, Twitter, YouTube, and Linkedin for their social media efforts. And while I don’t have any issues with those sites (in fact I wrote about Facebook marketing in-depth here), but is treating social media like a checklist really the best possible solution for your company? MORE
In fact, social media can be MORE transformative for a B2B company than a B2C company. Creating and calibrating a social media strategy for any company should follow the same process. You need to determine why your company should be social, for whom your efforts are intended and where your audience is in the buying cycle, and how you’ll measure success. Private brand communities vs. Facebook. MORE
In you guessed it–another guest post–Wayne Howard describes his method for quickly building the following for a new blog, using tactics such as Facebook postings, the BloggerLuv community, Twitter, LinkedIn and contests. then provides tips for maximizing company blog success. MORE
Too many companies and organizations are reinventing the content wheel for every social outpost they maintain. Social Mention (or a paid social media listening package like Radian6 , if you have one) Go to www.socialmention.com and search for your company or product name (in quotes), and set the pull-down to “all.&# Twitter Lists How your company or product are referred to in consumer-created Twitter lists can yield important taxonomy insights. MORE
Because most people in the society are probably prejudiced and have socially construed ideas of what constitutes gender and sex, the Transgender community has had difficulties finding love, and most of them are probably still in the closet. MORE
ProBlogger
APRIL 7, 2015
They mentioned the correlations companies like Moz and serpIQ have found between long-form content and search result placement, and also number of backlinks. ProBlogger FAQ: How Long Should Posts Be?
Convince & Convert
MAY 11, 2010
I also like to look at search data, both the searches that people are conducting about your company on Google ( use this free keyword tool ), (insert Google keyword tool screen shot) and the searches conducted on your Web site (assuming you have a search function). Not in a “here’s our FAQ&# way, but in a vigorous, social media way. You need some clue about lighting, somebody in your company that’s decent on camera, and a loose script.
Mindjumpers
DECEMBER 28, 2011
Tweet Community Managers are the voice of the brand, but their role varies across companies. There are no set list of rules or guidelines which can a make a successful community, but all successful communities have a common ingredient – a good Community Manager.
Convince & Convert
FEBRUARY 18, 2016
Topcoder is a community of designers, developers, and data scientists who specialize in design and technology. This community develops enterprise-level work for some of the biggest companies in the world. How to effectively build and nurture a community.
Dave Fleet
MAY 10, 2010
A couple of weeks ago I received a worried call from a friend working in PR for a large company. Her opening question went something like: “What the heck are Community Pages on Facebook, and why is there one for my company?&#. Community Pages 101.
Buzz Marketing for Technology
JULY 24, 2008
Fast Company. Connect with Fast Company. The companys top executives had invited the most farsighted thinkers they knew from around the world to come together in New York and propose solutions to some really big problems. CEOs are supposedly the prime change agents for their companies, but theyre often as resistant to change as anyone -- and as prone to backsliding. Energy Efficient Servers See how HP Energy Efficient Servers can help your company save energy.
Convince & Convert
FEBRUARY 23, 2010
there’s a schism coming in social media between companies using it for marketing, and companies using it for customer service and CRM. Brand communities, contests, most social listening, and non-promotional tweeting fits into this category. Match Your Social Media Tactics to Your Social Media Goal The problem we’re faced with today is that very few companies seem to be thinking about their efforts in this way.
Convince & Convert
JULY 28, 2010
When I discuss this concept with companies, however, too often I hear something in the realm of “we don’t know what to provide our customers that would be helpful.&# Because helpfulness hasn’t historically been looked at as a marketing objective (tons of great stuff about this umbrella concept in Scott Stratten’s forthcoming new book UnMarketing – buy it ), identifying areas where help could be provided isn’t in the DNA of most companies – yet.
Convince & Convert
SEPTEMBER 20, 2010
In fact, social media can be MORE transformative for a B2B company than a B2C company. Creating and calibrating a social media strategy for any company should follow the same process. You need to determine why your company should be social, for whom your efforts are intended and where your audience is in the buying cycle, and how you’ll measure success. Private brand communities vs. Facebook.
Convince & Convert
JUNE 15, 2010
Companies should follow, not lead, their customers across the social Web. Rapleaf is better for larger companies. I never experience that issue, and one of the companies I used it at had about 15,000 employees on the roster? I never experience that issue, and one of the companies I used it at had about 15,000 employees on the roster? " -Jay Baer [link] [link] David Burn "Companies should follow, not lead, their customers across the social Web."
Convince & Convert
JUNE 22, 2010
New research from White Horse of 104 companies found that in 86% of companies, executives are not using social media. Would a company launch a major television campaign if the CEO had never watched TV? Never Heard Of It This is of course a situation that is most acute in B2B, where White Horse found that 60% of companies either have low executive interest in social media, or have modest interest but a lack of education. A B2B software company, or Skittles?
Convince & Convert
MARCH 9, 2010
A recent study by Econsultancy called “ The Value of Social Media &# shows that companies are overwhelmingly using the “Big 4″ of Facebook, Twitter, YouTube, and Linkedin for their social media efforts. And while I don’t have any issues with those sites (in fact I wrote about Facebook marketing in-depth here), but is treating social media like a checklist really the best possible solution for your company?
Mindjumpers
APRIL 29, 2011
Delicious will become part of their new Internet company AVOS based in San Matero, California. You can get more information on the transition through this FAQ.
Convince & Convert
APRIL 28, 2010
Because our behaviors on the social Web leave a noticeable fingerprint, smart companies can modify the way they engage and interact with us, based on our social graph, purchase history, etc. But now, social media is enabling companies to make influencer outreach a foundational marketing tactic. If you have income in your database, isolate customers in the upper middle tier (for most companies).
Convince & Convert
APRIL 6, 2010
Too many companies and organizations are reinventing the content wheel for every social outpost they maintain. Social Mention (or a paid social media listening package like Radian6 , if you have one) Go to www.socialmention.com and search for your company or product name (in quotes), and set the pull-down to “all.&# Twitter Lists How your company or product are referred to in consumer-created Twitter lists can yield important taxonomy insights.
Mindjumpers
DECEMBER 20, 2011
While customers use social media platforms to complain about service or product, only half of them expect a company response – a low bar for customer service performance. This is good since only three out of ten companies respond to customer service complaints made via Twitter.
Mindjumpers
APRIL 29, 2011
Delicious will become part of their new Internet company AVOS based in San Matero, California. You can get more information on the transition through this FAQ.
Convince & Convert
FEBRUARY 9, 2010
Social media relies on the premise that we’ll believe what people tell us more readily than if we were told the same thing by a nameless, faceless company. world-wide shows that just 25% of respondents said their friends and peers are credible sources of information about companies – a decline of 20% since a similar analysis in 2008. That’s why it’s more important than ever for companies (in social media or otherwise) to embrace the truth.
Convince & Convert
FEBRUARY 25, 2010
Her company Audience Audit provides strategic marketing support and audience segmentation research that helps organizations understand their customers better. True relevance grows from a deep understanding of what motivates your customers, and ensuring that every contact they have with your organization shows to what degree your company values their reasons for choosing you. According to Jamie Grove, the company’s Director of Evil Schemes and Nefarious Plans (i.e.
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. All of this is happening to companies (maybe yours) every minute of every day. And that puts it in the unique and powerful role of being the ligament that forces intra-company cooperation like never before. If a consumer emails a company, we’ve trained them to expect a response in a day or so.
Convince & Convert
JULY 8, 2010
A driving force behind the company’s SUBSCRIBERS RULE!
Convince & Convert
JUNE 2, 2010
Apparel company Diesel – who’s aggressive marketing is consistently noteworthy – has rolled out perhaps the first-ever integration of Facebook “likes&# in a dressing room … Diesel boutiques in Spain now come equipped with the Diesel Cam, where shoppers can try on garments and then instantly take and upload photos to Facebook, where friends can presumably lie about whether a halter top is a good idea.
Convince & Convert
JUNE 11, 2010
Amber is Director of Community for Radian6 , co-proprietor of the influential Brass Tack Thinking blog (formerly Altitude Branding), a cool mom, a motivating force, and a hell of a flautist). We reconfigured our companies to accommodate phone. Not just the big companies, but the every companies. DJ Waldow Director of Community, Blue Sky Factory @djwaldow [link] DJ Waldow As I wrote on Brass Tack Thinking, I have the chills.
Laurel Papworth
MARCH 17, 2010
I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues.
SocialFish
AUGUST 19, 2014
Regardless of the type of business you’re engaged in online, your trump card will, in many cases, be your team’s ability to respond to customers’ needs and communicate and give generously; none are tasks to be oversimplified, especially when serving a large client base or community.
agora pulse
OCTOBER 4, 2016
As Facebook has evolved from a “nice-to-have” to a “must-have” business tool, many companies employ agencies to dedicate the time required to manage their Facebook presence and market their products.
Convince & Convert
AUGUST 25, 2010
August 25th, 2010 |Written By: Jay Baer | View Comments Tweet Today’s post is a collaboration with Clinton Bonner , community connectivity expert, futurist, and blogger at Everything to Everything. Starbucks could use their SDN to reinvent themselves as a key member of any local community, and not as a coffeehouse, but as the best-possible advertising platform available in every city and town in the country.
Webbiquity SMM
MARCH 31, 2015
Why the Company Blog is More Important Than You Think by Business2Community. This presentation from Billy Mitchell and the team at MLT Creative covers the benefits of blogging, how to keep company politics out of business blogging (“Everything starts with strategy.
Convince & Convert
JUNE 17, 2010
I love the Twitter culture and community, and I spend quite a bit of time using Twitter. Ive founded 5 companies, and spent 15 years running digital marketing agencies.
Convince & Convert
JULY 25, 2012
True, scrutiny is magnified when community and content managers become a voice for large brands. Add your community or content manager’s Twitter handle to the bio. Use a company logo for your Twitter account, but humanize it with real people.
Later
FEBRUARY 1, 2019
But The Wing isn’t trying to attract anyone who’s female — only those who identify with their “advancement of women through community” credo. When was the last time you updated your Instagram bio ?
SocialFish
OCTOBER 21, 2019
Because most people in the society are probably prejudiced and have socially construed ideas of what constitutes gender and sex, the Transgender community has had difficulties finding love, and most of them are probably still in the closet.
Webbiquity SMM
JULY 31, 2012
This can be more challenging for smaller b2b companies, and particularly for startups. For example, do you offer an online support and discussion community just for customers?
Webbiquity SMM
NOVEMBER 5, 2012
It’s also crucial to optimize content produced by customer service (FAQ’s, common how-to guides), HR, and subject matter experts in field consulting, engineering and sales for search.
Convince & Convert
MAY 28, 2012
Somebody sending a mean tweet about your company doesn’t constitute a crisis. When the company does not know any more than the public about what’s going on. A social media crisis has a potentially material impact on the company overall. Create a Crisis FAQ.
Convince & Convert
JANUARY 15, 2018
Remember this: Facebook is a public company. Further, it is also true that many company posts do not succeed on Facebook today. They will likely have a better chance at Facebook engagement than will your company account. Engage Your Community with Facebook Groups.
Sprout Social
SEPTEMBER 19, 2019
But they’ll be very interested to see how much traffic you’re sending to the FAQ page and customer support page on your site and what kinds of posts are driving users there. If you’re trying to build a strong social media community, you may have an active advocacy program in place.
Webbiquity SMM
JANUARY 3, 2011
In you guessed it–another guest post–Wayne Howard describes his method for quickly building the following for a new blog, using tactics such as Facebook postings, the BloggerLuv community, Twitter, LinkedIn and contests. then provides tips for maximizing company blog success.
agora pulse
APRIL 17, 2018
It’s important to let people know it’s your company that runs and manages it. While most of your content should be about building an active community, don’t avoid promotional content completely.
Buffer Social
JUNE 24, 2019
To find these FAQs, there are a couple great places to look: Your customer service team. Your social media support team, your community team, or your social media manager. Other companies choose to lean into the “bot-ness” by making the voice a bit more obviously robotic.
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