Using Twitter to complain – how effective is it?

How important is social media when it comes to engaging with your customers? Well if it’s being discussed on the BBC’s One Show, it must be! In last night’s episode, the show delved into the increasing numbers of consumers taking to Twitter as a forum to complain and the effectiveness of doing so. While customers…

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11 tips to make your social media policy secure

You may have seen The Social Media Policy Workbook already. But if you haven’t, it’s a resource chock-full of checklists, tips and real life examples to help you create a robust social media policy that can stand up to scrutiny. Now we’ve gone one step further with added tips and advice from our team as…

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Social customer service revolution is still going strong

It feels like a while since I last blogged about social customer care, despite it being one of the areas of social media management and strategy that fascinates me the most. In my time spent working in social media, I’ve observed brands and businesses evolve their clunky social care processes, into smart, well-oiled social service…

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SCRM13: Better customer relationship management through social

This week London played host to a two-day conference run by Our Social Times, discussing building customer relationships through social media. With real insights and case studies from big brands, including Nokia, Sony, EE, NowTV and eBay, attendees had the opportunity to explore new ideas on strategy and customer service – with policies, tools and…

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Social marketing case study: McDonald’s your questions

Corporate communication is undergoing rapid change. As a rule of thumb, the challenge for large businesses is to maintain a genuinely personal approach to the customer, despite the sheer volume of enquiries, whilst keeping in line with the overall marketing strategy. Web solutions, intertwined with thought-through social elements provide a thrilling opportunity for firms to…

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Need a reason to Hangout? We have 9!

It was revealed last week that Google+ has overtaken Twitter in the US as the second biggest social network. Whilst the prominence of Google+ is growing it is becoming more apparent that companies can no longer afford to neglect the platform from their social media marketing strategy. Brands should look past simply using Google+ for…

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