Social media is not just a new channel to push your marketing message, but a way to interact, provide customer service, get feedback and innovate with customers. Make your customers happy and they’ll do the promotion work for you. This holistic approach of managing customers interactions through social media is called social media customer relationship management (social CRM).
“As content proliferate, it is all increasingly filtered through hyper-personalized social stream. Therefore, captivating attention is even more critical today for affecting behavior changes.”
I talked in the past about how online an abundance of information creates a scarcity of attention (the attention economy), here’s a brilliant presentation on the same topic: Attentionomics Captivating Attention in the Age of Content Decay. Continue reading “Attentionomics: how to captivate users to survive the attention economy”
Posting videos online is still a fast growing trend. Expect mobile phones, high speed internet and integration with online video sharing sites to increase the quantity of video shared even more. Continue reading “The state of online videos in one image”
Long but interesting presentation on social media strategy for brands, with case studies. Here’s an interesting check list taken from the presentation for brands who want to use social media: Continue reading “Social Media Strategy for brands”
How does the social media giant decides who and what to put in your feed? Although very few people are aware of this fact, Facebook filters updates you get from your friends in your newsfeed so that you don’t get overwhelmed by the quantity of information published. Continue reading “Cracking the Facebook News Feed Settings”
Jeremiah Owyang is in my opinion, the best business analyst on social media strategy. Check out this short presentation. Continue reading “Four Laws of Social Business (Jeremiah Owyang, Altimeter Group)”
Facebook has recently made a big push to extend the Facebook experience to every webpage. Here are 2 articles that summarize the changes and its impact. Continue reading “Facebook is revolutionizing the social web”
Comcast is using a variety of tools to create a smooth process to do Social Customer Relationship Management. They listen with brand monitoring software, connect it to their existing customer records, and sometimes handle the customer issue right on Twitter or move off channel. They are seen as a leading example of a company doing it right.
Here’s an interesting interview of Comcast Social Media Manager Head. Continue reading “How Comcast manage relationship with customers using social media”
A serie of interesting articles on how companies should approach and work with social media. Continue reading “How companies should approach social media”