How social media is changing the landscape of social media

We love this recent infographic from the guys Our Social Times. With more than 57% of consumers searching online to solve customer service issues, it’s an area that just can’t be ignored.   If you would like to find out more about the way social media is reshaping the relationship between customers and brands, then immediate…

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Three considerations before exploring social customer service

A few weeks ago Econsultancy reported that just 11% of retailers use social media channels to respond to customers; while 81% of businesses use the channels for marketing purposes. Pair this with the fact that 46% of consumers expect great customer service online, not to mention 78% of consumers as reported by Parature, believe social media will…

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Why you can’t ignore the young social customer

Lying low isn’t an easy thing for brands to do on social media, particularly when it comes to the young and socially savvy customer. According to a recent study by Sitel, 15% of 16-24 year-olds in the UK use social media as their preferred channel for resolving customer service issues; while 7% say that venting…

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Overview of the new Facebook timeline brand pages

Facebook has just launched the timeline for brand pages – expect alot of noise on this over the next few weeks.  The new design and functionality has created a completely new user experience and raises a number of questions to boot.  Here are some of the key things you need to know about the new…

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Five social media monitoring tips

From one-man-bands to global conglomerates, social media provides businesses with a wide open window into the thoughts, opinions and behaviours of customers. Whether it’s a simple keyword search in Google or the deployment of a sophisticated tool, social media monitoring can add value to everything from customer acquisition and product development, right through to crisis…

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Rules of Engagement

Engagement is of paramount importance when it comes to getting it right in social media. Your contributions on social networks form the outward representation of your brand or company online and define how you are viewed by others. Which is why effective and compelling engagement requires scrupulous planning and calls for careful consolidation of your…

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Capturing cross-functional content

Online content creation typically falls to the marketing division of a business. Look beyond the four walls of communications, however, and therein lies a treasure trove of ideas.   From customer services to sales, each function is filled with insights into every corner of the business. Whether it’s the questions on the tip of customers’…

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Should UK brands be ready to adopt Pinterest?

Shortly after my last post on Pinterest this insightful infographic circulated giving further evidence that the platform could really become a big player in 2012 – check out “is Pinterest the next social commerce game changer“ After making such a huge splash in the US last year (with over 31 million visits) it is only a…

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Social Media Week 2012

It’s Valentine’s Day? Oh yes, of course! It’s also Day Two of Social Media Week and the line up for the rest of the week is looking fantastic. SMW takes place all over the globe, but there is a host of great events taking place in London town on a wide variety of topics, such…

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