Convince & Convert

SEPTEMBER 7, 2010

I wonder how Stratten feels about companies servicing customers differently , based on their online influence? His tale of his switch of coffee loyalty from Tim Horton’s to McDonald’s is a documentary-style account of how real people perceive and are impacted by business details we all too often take for granted.

Review 115

Review Social Media Social CRM Consultant 115

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. This then leads to more sell and up sell.

Social Media 62

Social Media Social CRM Reputation Widget 62

Convince & Convert

AUGUST 28, 2011

Social media is unique in that it is the only medium yet conceived where companies are playing in the exact same sandbox as we’re playing personally. You need to be communicating to your management that even though social media happens fast, benefits accrue slowly and cumulatively. Which Side Are You On?

Social Media 155

Social Media Discount Loyalty Software 155

Convince & Convert

MARCH 28, 2012

What if we took it to another level and gamified customers’ live call interactions with CSRs (customer service reps) to help palliate customers’ on hold experience, as well as allow companies to benefit and receive a cost savings? Increased Loyalty - Gamification of customer service will drive engagement and brand loyalty.

CSR 127

CSR Airlines Loyalty Hashtag 127

Convince & Convert

MARCH 28, 2012

What if we took it to another level and gamified customers’ live call interactions with CSRs (customer service reps) to help palliate customers’ on hold experience, as well as allow companies to benefit and receive a cost savings? Increased Loyalty - Gamification of customer service will drive engagement and brand loyalty.

CSR 126

CSR Airlines Loyalty Hashtag 126

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. Here are five checkpoints that your company should focus on in order to get your customer experience strategy up to snuff.

Tools 60

Tools Marketing Engagement Education 60

Convince & Convert

JUNE 24, 2010

Testimonials are a huge part of the infomercial world, as they are for effective social media. Sure, you can tell your company story ad infinitum in social media, but ultimately you’ll benefit so much more if you can make your customers part of your marketing team. That’s what builds loyalty and advocacy.

Social Media 121

Social Media Strategy Social CRM MySpace 121

Convince & Convert

JULY 6, 2010

She leads the agency’s social media group, and has more than 20 years experience in consumer, technology, B2B and social media marketing. Yet before a crisis erupts, no matter what the root of the issue, companies should cushion themselves by leveraging the good work they’re already doing. Don’t be Shy.

CSR 137

CSR Social Media Strategy Consultant 137

Convince & Convert

MAY 5, 2010

Companies didn’t seem to understand where she was, who she was, or what she wanted. Big companies are starting to follow JaneNation on Twitter , and engage with the community across the social Web. Company launches a media content destination for women. From a business standpoint, it’s brilliant.

Social Media 125

Social Media Case Study Strategy Study 125

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.

Social Media 147

Social Media Strategy Influencer Social CRM 147

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.&# Try to return something to your own company. 5 excellent points that a company can (should!) 5 excellent points that a company can (should!)

Social Media 148

Social Media Strategy Consultant B2B 148

Convince & Convert

JULY 14, 2010

Losing in social media can be akin to the experiences of companies like Kraft, Nestle, and BP in the social media realm. At the very least those companies are engaged in the conversation and have a strong awareness of the perceptions of their brand. There is nothing new about social media; it's just modern WoM.

Social Media 134

Social Media Strategy Metrics Organization 134

Convince & Convert

APRIL 15, 2010

Is Your Company in the Content Marketing Industry? What formerly was the sole bastion of the media, is now also a company bailiwick. Consider a company like Kodak. Kodak (and thousands of other companies) are writing blogs, taking photos, uploading videos, making presentations and creating all sorts of other content.

Content 124

Content Marketing Consultant Social Media 124

Convince & Convert

SEPTEMBER 21, 2010

Can you describe what your company does in 120 characters or less? Awareness, Sales, or Loyalty? Social media is about people, not logos. If you’re a small company, congratulations, this should be pretty easy. If you’re a big company, how can you act small again? Or Loyalty for Nothing -> Acted once?

Social Media 167

Social Media Strategy Consultant Conference 167

Convince & Convert

SEPTEMBER 21, 2010

Social Media is optional It doesn’t matter what the demographics of your customers are. Your company needs to be part of that conversation. Social media is not about Facebook or MySpace or Flickr or Twitter or blogs or YouTube. It doesn’t matter what industry you’re in. It’s about humanization.

Social Media 149

Social Media Strategy Consultant Web 2.0 149

Convince & Convert

MAY 26, 2010

Create a social media steering group (cross-functional) for your company. Social media is fueled by passion, and too many companies try to take elements of their company that aren’t passion-worthy, and attempt to build a social media program around it.

Social Media 134

Social Media Consultant Video Strategy 134

Convince & Convert

APRIL 13, 2010

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. His name was Julio Goris and he owned an oil supply company in the Bronx.

Social Media 112

Social Media Strategy Influencer Education 112

Convince & Convert

APRIL 14, 2010

Geek Squad Founder Robert Stephens was asked about the contradiction of a services company providing helpful videos at a conference where I spoke. Social Media Success = Find a Way to Remove Friction Start today by conducting a Helpfulness Audit for your company. That’s measuring results on an annual basis, not a weekly basis.

Social Media 128

Social Media Consultant Health Care Questions 128

Mindjumpers

OCTOBER 24, 2011

Here are two studies called “ The Social Breakup ,” and “From Social Media to Social CRM ,” by ExactTarget and CoTweet and IBM Business Value, respectively highlighting customer behaviour in social media. Mind the Social (Perception) Gap. 71% of consumers say that they’re now becoming more selective.

Study 187

Study Social CRM CoTweet CoTweet 187

Convince & Convert

FEBRUARY 25, 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 Do You Know Your Customers Enough to be a Social Media Hit?

Social Media 117

Social Media Case Study Strategy Study 117

Convince & Convert

APRIL 22, 2010

Problematically, however, the “social media&# moniker is now also used to describe a great many things, similar only in that they are online, and involve some form of interaction between customer and company. Social PR & Influencer Outreach Using social connectivity to introduce your company or products to influencers.

Social Media 128

Social Media Social CRM Loyalty Web 2.0 128

Convince & Convert

JULY 22, 2010

While many businesses are excited about opportunities to reach their customers on the social web, few actually believe they have done so successfully. However, if a firm focuses on building brand loyalty with a small subset of customers, they may find that it has an exponential impact. Please let me know by commenting below!

Social Media 128

Social Media Strategy Influencer Case Study 128

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. Blogging has reached that point, and now social media is approaching it.

Social Media 120

Social Media Consultant Social CRM eBook 120

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. Post originally written for Social Media Examiner – modified today for this version). Ive founded 5 companies, and spent 15 years running digital marketing agencies.

Social Media 124

Social Media Strategy Foursquare Social CRM 124

Convince & Convert

APRIL 8, 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. Ive founded 5 companies, and spent 15 years running digital marketing agencies.

iPad 136

iPad Content iPhone Wireless 136

Convince & Convert

SEPTEMBER 20, 2010

Nobody forced companies to get involved with their customers in this way. But yet so many companies are using Twitter as a post-modern headline news service. Startling to me, but less than 1% of the participants would use Twitter as the first way they’d contact a company when they need customer service. And for what?

Social CRM 145

Social CRM Twitter B2B CoTweet 145

Convince & Convert

APRIL 7, 2010

There are three primary benefits: awareness via virality and social proof; loyalty and rewards; and market research. Recently, I had the good fortune of hosting the weekly #socialmedia chat (Tuesdays 9am Pacific) where social media types congregate on Twitter and answer three questions posed by the host.

Foursquare 150

Foursquare Analysis Consultant Mobile 150

Convince & Convert

AUGUST 25, 2010

Carefully crafting and leading the consumer experience in-store and virtually, has earned the company trust and admirable loyalty. Experience=trust + loyalty, the formula is simple yet solving it takes work. link] jaybaer It’s a risk that a lot of successful companies run. link] jaybaer Brilliant point Mike.

Facebook 142

Facebook Yahoo Collaboration Social CRM 142

Convince & Convert

JUNE 23, 2010

Market research is as important to most companies as the payroll department. Surveying, physical and online focus groups and opinion polling are still the primary tactics companies depend upon for market prediction and go to market strategy. Compared to before, this company is holding the reigns – albeit loosely and in new ways.

Crowdsourcing 121

Crowdsourcing Social Media Strategy Construction 121

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. But video blog posts?

Social Media 146

Social Media Strategy Energy Consultant 146

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. It’s balanced, and always gives your company the opportunity to foster more behaviors.

Social Media 119

Social Media Strategy Mobile Consultant 119