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Tag Archives: customer

@ is the Universal Sign of Engagement

June 28, 2011 – 10:33 am

For decades, companies were very good at pushing messages into markets and talking at people rather than with them. Now companies are embracing the idea of two-way interaction. Monitoring conversations is becoming standard procedure as small and enterprise businesses alike make substantial investments in tools such as Radian6, Sprial16 and Brandtology. And, not only are [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, conversation, engage, listen, management, monitor, New Communications, smms, social media | Comments Off

Social Media and the Need for New Business Models

March 4, 2011 – 9:55 am

Who owns social media? Is it marketing, customer service, public relations? Looking at a recent study conducted by the Pivot Conference, the top four departments where social media is currently run are as follows: 1. Marketing 2. Public Relations 3. Sales 4. Customer Service Perhaps, it’s the wrong question to ask however. It’s not unlike [...]

By brian | Posted in Industry Blogs | Also tagged adaptive, business, Business - Marketing, connected, scrm, social media | Comments Off

The Great Brand Dilution

October 4, 2010 – 5:09 am

For decades brands basked in the glory of control, control over consumers’ perceptions, impressions and ultimately decisions and ensuing experiences. Or better said, business leaders enjoyed a semblance of control. While businesses concentrated resources on distancing the connections between customers, influencers and representatives, a new democracy was materializing. This movement would inevitably render these faceless [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, control, scrm, social media, srm | Comments Off

The Most Influential Consumers Online are on Twitter

September 22, 2010 – 5:06 am

Twitter is a human seismograph and it represents a transformative channel where everyday people possess the ability to affect actions. The cloud of collective consciousness that houses our thoughts, experiences, and conversations is also a data trove for experts to measure and mine serendipitous and organized behavior and events. Twitter is less of a social [...]

By brian | Posted in Industry Blogs | Also tagged brands, Business - Marketing, consumer, crm, influential, scrm, social, social consumer, social media, srm, twitter | Comments Off

Almost Half of Small Businesses Find Customers in Social Networks

August 6, 2010 – 5:43 am

In social media, is there truth to the proverb, “seek and ye shall find?” As our experience in new media matures, learning what it is we wish to seek and also accomplish is at the forefront of rapid evolution. Converting questions into objectives is how we grow and succeed. While the opportunities within social media [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, crm, scrm, small business, social media | Comments Off

The Last Mile: The Socialization of Business

June 28, 2010 – 5:44 am

I’m working on developing ideas that originated when writing Engage. It didn’t make the deadline, but wanted to share them here with you for your review and also to seek your feedback… Everything begins with a shift in perspective from viewing stakeholders as a separate entity, “us vs. them,” to a singular view of “us [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, last mile, PR, sales, service, social media | Comments Off

In Social Media, Engagement Has Its Rewards

June 21, 2010 – 5:16 am

One of the most sought after answers in Social Media is whether or not engagement in social networks such as Twitter or Facebook directly correlates to customer acquisition, retention, and advocacy. Before we can earn customers however, we have to recognize that at any given time, there are also prospects. And, prospects require information and [...]

By brian | Posted in Industry Blogs, Research | Also tagged brand, business, Business - Marketing, consumer, Facebook, small business, smb, social media, survey, twitter | Comments Off

SCRM and SRM: Potay-to, Potah-to When Done Right

June 4, 2010 – 5:36 am

This is Part Two of Two in a series exploring the promise and potential of Social CRM and SRM. In Part One, we reviewed the importance of sCRM as well as introduced the concepts of Social Relationship Management (SRM) to look beyond customers in Social Media. Originally intended for inclusion in Engage!, Paul Greenberg contributed [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, crm, paul+greenberg, relationships, scrm, service, social media, srm | Comments Off

Social CRM is Just the Beginning: Looking Beyond Customers

June 2, 2010 – 5:27 am

In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a concept that may at first blush, seemingly appear to introduce yet another acronym or perhaps challenge the promise of sCRM. However, its only [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, crm, relationships, scrm, service, social, social media, srm | Comments Off

Social Media in Small Business is Anything But Small

May 24, 2010 – 5:08 am

In celebration of National Small Business Week…
For entrepreneurs, business owners, investors, and consultants, one of the most exciting prospects of social media, lies in the ability to dramatically amplify your visibility and value proposition among existing and potential stakeholders. Social Media finally places small, local and emerging businesses in the spotlight in ways that up [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, service, small business, smb, social media | Comments Off