Listen and learn: how to rise above a social customer crisis

With an increasing number of consumers – and particularly those under the age of 25 –  expecting customer service through social media channels, brands have a new and highly visible opportunity to turn negative sentiment into public and positive advocacy. Successful social customer service, however, treads a fine line; if the brand takes too long,…

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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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Real-time touches down at the Super Bowl

Few events in the sporting calendar command as much media coverage or social chatter as the US Super Bowl. Last year, French data intelligence company, Semiocast, reported that the American football championship was the focus of 4.5 million tweets, driving a 25% increase in global tweets during Super Bowl Sunday, while The Huffington Post reports…

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Five useful content planning tools

For years, content strategists have been hiding in the wings, quietly coordinating the show, while the social media rock stars take centre stage. Not anymore. A media frenzy surrounding the information overload debate, combined with the growing impact of social search, mean that the need for sophisticated content planning is no longer a nice-to-have. With…

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The Three R’s of Facebook Moderation

Creating a branded Facebook page can be daunting for any business; doing so without a robust moderation policy in place can be disastrous. A branded Facebook page can be an open-invitation for foul-mouthed detractors to fill the page with expletives and abuse. Perhaps less obvious are the implications of a well-meaning, but misguided employee jumping…

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