Stop Chasing the Glittery Disco Ball of Influencers: Consider Micro Influencers

Waxing UnLyrical

Guest Post by Debbie Friez. On the marketing dance floor, influencer marketing is all the craze-because it works. In fact, 58 percent of brands have seen improved brand awareness and perception from influencer marketing campaigns.

The Guide To Social Media Marketing Automation

Webbiquity SMM

Guest post by Anand Srinivasan. There are several reasons why marketers may want to partially automate their social media campaigns. First, success with social media marketing comes with frequency (plus quality).

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The KISS Method For Determining Social Media ROI

SocMed Sean

SocMedSean - Social.Media.Sean The KISS Method For Determining Social Media ROI Attend any corporate meeting on social media initiatives and it’s likely that you’ll hear a question or two along the lines of “how is this selling us more product” or “what’s the ROI on these activities”? Unfortunately, many social media strategists get caught up in the numbers that relate specifically to social media and they forget about the numbers that are meaningful to their business. Obviously, each business or organization will have different Key Performance Indicators (KPIs) that determine the success of social media activities, but many organizations can benefit from using some, or all, of what I call the K.I.S.S. method. No, it’s not “keep it simple, stupid”, with respect to social media, K-I-S-S stands for the following: K is for Knowledge management For the last 10 years, the nebulous term “knowledge management” has been used to try to identify ways to capture the knowledge stored in employees heads and turn it into meaningful information that organizations can use. The dangers of ignoring knowledge management is that employees who leave your organization take their “tribal knowledge” with them, resulting in loss of access to the information and increased training costs for the persons’ replacement. The loss of this knowledge can ultimately impact your customer satisfaction if the tribal knowledge was never captured in any organizational knowledge base. To avoid the loss of employee knowledge, you can leverage social media by creating an internal platform where your subject matter experts can share their knowledge, thus preserving it for organizational use. Wikis, idea networks, blogs, and social Intranets are a great tools that can be used to encourage employees to share what they know. Keep in mind that you may need to provide employees with incentive to participate. Explore whether it would be beneficial to offer monthly incentives to those employees that contribute the most valuable content using internal social media tools. A $50 restaurant gift card that saves you thousands in training costs and keeps customers happy is usually a good investment. Three Ideas For Implementing Social Media Knowledge Management Inside Your Organization Build An Internal Social Network Create an internal knowledge base that employees can refer to that helps them learn about your products and serves while also sharing their experience and knowledge. Think of your internal knowledge base as the “Facebook for your company” and create an environment where employees are encouraged to connect and share. Build a corporate intranet that is only accessible to your employees Use the intranet to communicate with employee frequently and provide them with the ability to respond and share feedback. Choose a platform that is secure and is easy to use. DON’T try to use Facebook as a company intranet. Encourage Internal Blogging Create opportunities for your employees to write blog posts that explain what they do, why they love it, and how their activities benefit the company. Encourage them to share solutions to issues that they have identified. The more internal knowledge you capture and make searchable, the easier the transition will be if the employee leaves the company. I is for Intelligence Think of social media as a direct pipeline into information about your products/services, your customers, and your competitors. If your customers don’t like your products or services, they will share their displeasure via reviews, tweets, and posts. The same holds true for your competitors products/services. Additionally, if you listen closely, your customer and potential customers will tell you what they want from you with respect to new products/services. Take that one step further and engage with the community that makes up your customer and prospects, and you can identify new ideas that might not have been developed by your R&D department. Three Ideas For Using Social Media To Gather Organizational Intelligence Monitor your competitors If your competitors are engaging in social media, you should darn well be monitoring their communications. Want to know when they launch a new product? It’ll be shared via social media. Want to know if their employees are dissatisfied? Try identifying and following their employees on networks like Twitter and LinkedIn. Implement a social listening strategy for your products and customers You want to know when your customers are unhappy and social listening is a great strategy that can help you find unhappy customers AND resolve their issues. Tools like Brandwatch, Hootsuite, and Radian6 can help you identify and monitor customer communications and then respond when appropriate. Encourage customers and employees to share ideas If your products or services aren’t working like they should, encourage your customers and employees to share why they aren’t working and identify ways to make them better. Who knows, through a customer idea, you might just get a new product or line of services. S stands for Sales Social media can be a great way to connect with your existing customers and empower them to become your brand advocates. Customers are great if they continue to use your product, but they’re even better when they share their experiences with others and encourage their friends and family to try your product. This isn’t a new concept, it’s been around forever and have been successful (remember Faberge shampoo’s “and they told 2 friends and so on…” campaign?) Social media also offers a significantly cheaper medium for advertising then traditional print, TV, and radio advertising. Look for ways to get your ads in front of highly-targeted consumers using social advertising on channels like Facebook and YouTube. Just be sure you set clear, measurable goals for engaging on those channels. Don’t forget that social media can also give your sales professionals an easy way to identify new prospects who are looking for a product or service that your provide. LinkedIn Answers and Twitter are great ways to find new potential customers. Three Ideas For Using Social Media To Increase Sales Empower and encourage customers to share honest reviews When your customers have a great experience with your products or services, be sure to give them an opportunity to share their experience with a review. Whether it’s an Amazon review or a review submitted through your Website, be sure there is a way. If there are negative reviews, reach out to the customer and identify what went wrong and help resolve the issue. Sometimes a dissatisfied customer can become a great ambassador if they are provided assistance. Create an influencer program that amplifies the positive messages from your brand ambassadors Find a group of happy customers and empower them to share positive messages as brand ambassadors. It’s okay to give them “sneak peaks” to your new product offerings and allow them to share their experiences before the products are launched. Just be sure that they are disclosing that they are brand ambassadors, so there isn’t any confusion. When they post on their social channels, be sure to amplify their message by retweeting or sharing their message via your corporate channels. Run a social media contest If you are working to identify new leads and customers, try running a social media contest. Encourage users to show themselves in a video or photo using your product and reward them by entering their video/photo in a contest. Encourage them to share their photo/video with their friends and family via their social networks. If you’re going to use a channel like Facebook to run your contest, just be sure you understand the rules of running a contest on their platform before you launch. S stands for Support One of the most often overlooked value propositions for social media is that of customer support. Anyone who has ever worked in a call center knows that the most expensive way to provide service to a customer (other than coming onsite to their location) is to have a call center technician help them on the phone. That’s why call centers track important metrics like First Contact Resolution (FCR), Time on Call (ToC), Cost per Call (CpC), and – of course – Customer Satisfaction (CSat). By capturing your organizational knowledge (via the “K” of Knowledge Management), you can enhance your internal call center knowledge base, allowing your call center technicians to locate and provide answers more quickly, which could decrease Time on Call and increase First Call Resolution. Decrease in TOC and increase in FCR often results in an increase of CSat. Three Ideas For Using Social Media To Increase Sales Reduce your inbound calls to your call center through proactive social media Inbound customer service calls are expensive, when compared to the ability to resolve a customer issue via social media. When a customer calls on the phone, a customer service representative (CSR) is fully tied-up with that customer until the issue is resolved. Using social media, the same CSR can mange 3-4 different communication streams at the same time. When it comes to phone and social, it’s not one or the other…it’s a health mix. Provide your customers support in both channels. Turn employee knowledge into solutions that reduce time on call Remember the “K” of knowledge management? If your employees know how to solve the issues customers are experiencing, allow them to create re-usable solutions that call center reps can use. Publish those knowledge articles on your Website and share them via your social media channels. Who knows, maybe they will help a customer and keep them from calling in to your call center. Measure customer satisfaction through online surveys Do you know your customer satisfaction score? If not, why not add a customer satisfaction survey to your Website and empower your customers to share their experiences. Take the bad news with the good news and work to resolve any issues that are identified in the surveys. Then, work to increase your cSat score year-over-year. As you can see, it doesn’t take a rocket scientist to start thinking of ways that engaging your employees and customers through social media can improve your operations, open up opportunities, and positively impact your customer satisfaction. Have ways that you have implemented the KISS method or have additional ideas for positively showing a ROI for social activities in your organization? I’d love to hear about them in a comment or a Tweet. Cheers! –Sean Share The Post With A Pin! The KISS Method For Determining Social Media ROI Sean R. Nicholson. Featured People Social Media Tech customers employees facebook social media social networking Twitter YouTube

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Debunking Social Media Marketing Myths

The Realtime Report

Debunking Social Media Marketing Myths. By Tracie Thomas. Are you an entrepreneur? Do you have a business? How do you promote your brand? These days, people go to social media for marketing.

Social Media Automation 101

A beginner's guide to social media automation tools and getting automation right.

Social Media Automation: How to Do It Well and What to Avoid

agora pulse

As a social media manager, you’re constantly juggling everything social, from publishing posts and engaging with followers to monitoring metrics and creating reports.

Brand Goodbyes: How to Communicate That a Business, Service, or Product Is Shutting Down


It’s happened. The company or client you work is shutting down, shuttering one of its services, or discontinuing a product.As part of the PR team, management brings you in to… Read More >>>. Marketing PR & Comms Corporate Comms Planning & Strategy

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4 Smart Ways PR Can Amplify Brand Content


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How Netflix’s social media strategy dominates the online streaming industry


The birth of Netflix in 1997 may not have caused much of an entertainment disruption at the time, but fast forward 20-odd years, and few could have predicted the impact Netflix would have.

Why Tracking Social Media Posts is Important in 2019


An estimated 2.77 billion people will use social media across the globe in 2019. That’s a massive audience right at your fingertips. If your business isn’t already on the social media bandwagon, it’s time to hop on.

Why Social Media Will Challenge Marketers in 2019

Direct Marketing Observations

What are people thinking? What were they thinking? Who’s doing the thinking? Why are they thinking that? In 2007 when I joined Twitter, those were not front of mind questions for those of us using the social network for the first time. In 2019? That’s exactly why we go to Twitter.

The Content Marketing Survival Guide: How to Navigate the Wilds of Social Media

Use this guide to inspire your creativity and ignite more successful and sustainable social media conversations.

Influencer Engagement: Finding a Fit

Waxing UnLyrical

Guest post by Lauren Lawson-Zilai. Influence by definition means the capacity to have an effect on the character, development or behavior of someone or something, or the effect itself.

When was the Customer Experience ever NOT a Priority?

Direct Marketing Observations

I have a hard time processing statements like this: “Meeting the expectations of today’s consumer is tricky business.” ” These are really common types of statements in today’s digital centric, retail world and I’ve been seeing them a lot over the last couple of years.

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How to Inspire More User-Generated Content for Your Brand

agora pulse

User-generated content (UGC) is a game-changer for businesses. It can help you foster stronger relationships with your audience while it simultaneously makes your brand more appealing (and more trusted) by new users discovering you. But is UGC worth all the effort?

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Sun-sational Blogging Tips For Boosting SEO And Growing Your Blog


Grab your sunglasses because these sun-sational blogging tips are about to bring the heat. Blogs play a major role in boosting your website’s search engine optimization. The more value you bring to people via your blog, the more you can position your brand as a thought leader in your industry.

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Social Media Marketing GPS

SMGPS will tell you the why & how to use social media for marketing, 1 tweet at a time. You'll learn essentials in digestible little spoonfuls.

The Importance of Targeting and the Role of Media Lists


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5 Essential Content Marketing Metrics to Measure

Social Media Today

Use these essential KPIs to better measure your marketing campaigns and improve overall performance

Four Ways PR Can Support Event Marketing


Event marketing is on the rise.A recent report by event software company Bizzabo says 85 percent of marketers cite event production as “essential” to their marketing strategies, while 41 percent… Read More >>>. Marketing PR & Comms Influencer Marketing Planning & Strategy

7 Instagram Content Ideas for Creatively Blocked Social Media Managers

agora pulse

Keeping your Instagram feed fresh with diverse content can be taxing—especially when your time and budget are tight. So what happens when you’re feeling a creative block, too?

How to Be Social: A Social Media Manifesto

Learn the 10 worst social media marketing mistakes and how to avoid them.

7 Signs That Your Social Media Influencer Relationship Is in Trouble

agora pulse

Marketing trends are constantly changing. Among them, influencer marketing continues to grow and has had some massive successes. But there have also been failures. Customers are becoming increasingly tired of #ad after #ad, and it’s not easy to find a strategy that works.

The easy way to produce eBooks

Sherrilynne Starkie

eBooks are proven to be great drivers of content marketing success. The good news is that creating beautifully designed lead magnets no longer takes special design skills or big budgets. The key to digital content success is in providing the target audience with real value.

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Why You Should Thoroughly Audit Your Social Media Presence

Webbiquity SMM

Guest post by Kevin Conner. Social media success isn’t nearly as random as it can seem. Most successful pages and brands have had a great deal of work put into them over time, along with solid decision-making in terms of content, post frequency, and who or what they tag.

Technology Makes Us Lazy Communicators

Waxing UnLyrical

Guest Post by Matt LaCasse. When Shonali reached out to me to ask if I’d write a guest post on technology in communication, I immediately jumped at the chance. My brain then said, “That’s like writing something about fish in the ocean, man.” Fair point.

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8 Stupid Simple Social Media Tricks to Boost SEO

Discover just how easy it is to boost SEO with social media.

[DIGITAL TIPS] Combining SEO And PPC To Advance Your Marketing Strategy

SocMed Sean

SocMedSean - Social.Media.Sean [DIGITAL TIPS] Combining SEO And PPC To Advance Your Marketing Strategy The world of online marketing is a dynamic and ever-changing one. A digital marketing strategy that works fine month can perform poorly in the next.

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DCM Services, LLC (You’re dead? That Won’t Stop the Debt Collector)


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Firebelly Wins Platinum In The 2019 dotCOMM Awards Competition


We’re excited to announce that Firebelly was named a platinum winner in the Social Branding Campaign category during the 2019 dotCOMM Awards competition. What are the dotCOMM Awards?

How Storytelling Can Help Your Sales in 2019


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It’s Time to Rethink Facebook

Direct Marketing Observations

You’re thinking of leaving Facebook. I’m thinking of leaving Facebook. You want to leave because you feel like your data is not safe, the customer experience is not what it used to be and you’re creeped out by the contextual advertising and oh yea, the political vitriol.

The Value of Coworking Spaces for Remote Workers

The Realtime Report

The Value of Coworking Spaces for Remote Workers. Do you have a remote job for your company that allows you to avoid strict schedules and long commutes? Are there too many distractions at home that get in the way of your tasks?

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Facebook Provides Effective Video Content Strategy Tips

Social Media Today

Facebook has provided a basic overview of an effective video content monetization strategy, which includes some valuable tips

Facebook 101: What Every Smart Social Media Manager Needs to Know

agora pulse

Do you need a hand creating your first content strategy for your company? Want to stay on top of algorithm changes and Facebook features for your clients? This Facebook 101 guide can help you.

Top news in social media

Sherrilynne Starkie

Each week I scan the hundreds of industry websites to keep abreast of the news. Here’s this week’s list of the most important, must-know social media news featuring LinkedIn, World Emoji Day, Instagram Sales and Instagram anti-bullying.

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How to Use Instagram to Drive Traffic to Your B2B Website

Webbiquity SMM

Guest post by Natasha Ponomaroff. A lot of B2B marketers make the mistake of thinking their brand has no place on Instagram.

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