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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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How’s Your Facebook Relevance Score?

Facebook is as much an evolving ecosystem of data as ever before. We proactively share what we care about with people we care about at some of the most revealing levels of intimacy. It is no wonder that among such an environment of personal information, marketers can use this data to achieve some of the…

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5 ways to measure Snapchat marketing success

With more than 100 million daily users, and 71% of those falling into the 18-34 age bracket, many brands chasing younger demographics are now looking towards Snapchat as a way to engage with and market to their customers. Other than fear of the unknown, the major barrier preventing some of these brands from using Snapchat…

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What is Project Lightning?

Recently there has been a lot of talk about Twitter’s supposedly secret upcoming feature, Project Lightning, and it’s easy to see why. What we do know is that it will curate and display events-based content in rich feeds which will be visible whether the user is logged into Twitter or not. The feature will be…

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Why you should forget about social media training for your CEO

Yup, you read that right. Don’t bother training your CEO, or for that matter, your leadership team, in social media. In our experience, training courses don’t make any tangible difference. Don’t get me wrong. I am not advocating that business leaders shouldn’t be active in social. In fact, I’m suggesting the complete opposite. If your…

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Future-proofing Twitter

Twitter has been getting a lot of column inches recently for all the wrong reasons. For starters, though it launched officially in 2006, the company has yet to turn a profit. In 2014 it reported a pre-tax loss of £372m, despite raking in £908m worth of revenue. Since the company posted weaker-than-expected quarterly financial results…

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10 Takeaways from Social Media World Forum

If you are a regular to the immediate future blog or follow us on Twitter then you will know that we were very much behind #SMWF last week. I was there, taking selfies, storming the stage, speaking on a panel but most importantly networking and talking to industry peers about what they are working on,…

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Measuring website content performance for success

What is the ‘best’ performing blog? Which piece of content performs the best on my website? What should we make more of? These are all questions I am used to hearing from clients. There are a number of ways to measure ‘success’ and ‘performance’ but before doing so you need to ask yourself, “What do…

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