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Welcome to the World – Baby Zuckerberg

  On the first day of Christmas, whilst the rest of us were getting excited about opening the first door of our advent calendars, powerhouse couple Mark Zuckerberg and Priscilla Chan, announced the birth of their first child, Max. And if this wasn’t enough excitement for two of Silicon Valley’s highest fliers, amalgamated with this…

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Influencer marketing is NOT dead

You may have read about Essena O’Neill, the teenage online ‘influencer’ who recently deleted her social media accounts due to pressure to maintain the perfect image. Although she had hundreds of thousands of followers and various companies contacting her to market their products, the time and energy it was taking her to take the perfect…

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Governments open up with social media

Governments, not always naturals for open government and publicity, are hoovering up opportunities to develop their cyber presence via social media. Perhaps in defiance of what we recently discussed in this blog on a retreat among UK investor relations professionals, both private sector boardrooms and governments are starting to see social media as necessary, rather…

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10 steps to avoid a Tinder style meltdown

  In the unlikely event you missed Tinder’s social meltdown last week, here’s a recap of what happened: Journalist Nancy Jo Sales published an article titled Tinder and the Dawn of the ‘Dating Apocalypse’ in this months’ Vanity Fair. Tinder reacted poorly to the article, publishing a barrage of tweets making the social network appear…

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Is social customer service overtaking traditional channels?

Customer service – a bugbear of many consumers, and the source of much frustration. Social customer service has long been seen as the much-maligned poorer cousin of traditional channels (call centre and email). But has the tide started to turn? According to Dimension Data, 35% of all customer service interactions are digital, and if growth continues…

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It’s not a crisis, it’s an opportunity

More often than not, when customers are frustrated about a bad service or bad product experience, they will take to social to vent their experience. In doing so, this allows others to jump on the bandwagon and start chiming in with their equally awful experience. In many cases a quick, useful and polite response by…

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5 Tips to Help Manage Crises on Social

Before the early noughties launches of Facebook, Twitter et al, news cycles were longer and managing crises was a whole lot easier. Why? Broadly speaking, you only had to worry about the media backlash. Today (as we all know), social has added another layer of complexity. The slightest error can create fodder for the Twitteratti…

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