Ignore social media complaints at your peril

Over two thirds of companies are ignoring the fact that social media is now the preferred channel for unhappy customers to make complaints, according to a new survey.

A.T. Kearney’s Annual Social Media Survey has shown that 70% of complaints are going un-answered simply because social media is not connected to the customer contact centre.

“The fact that so many brands are failing to recognise social media in their customer service strategies is a clear signal that they are finding it difficult to...

By Matt Henkes, 21 May 2012, 0 comments. Categories: Publishing, Social Media Marketing.

Can Friends Reunited rise from the ashes?

Friends Reunited, the site widely cited as the world’s first online social network and rekindled a thousand old school romances has been relaunched, 12 years after its inception.

Focusing on nostalgia and memories, the new site will invite users to gather images that represent memorable events in their lives, culminating in a feast of curated memories, both their own images and those from copyrighted libraries, a few of which have already agreed to partner with the site; the Press Association and the...

By Matt Henkes, 27 March 2012, 0 comments. Categories: Campaigns, Publishing, Social Media Marketing.

How social media influences market segmentation

Segmentation, the cornerstone of marketing

Few would disagree with the view that since the 1950’s, when the practice of market segmentation began, it has been the cornerstone of any marketing strategy.  If you define your market segments accurately, then the follow on activities of targeting and positioning are much more effective.

Have online social media networks and their ability to engage with individuals interactively and in real-time made the practice of categorising people into groups...

By Paul Fennemore, 16 March 2012, 0 comments. Categories: Publishing, Social Media Marketing.

How to win back your email subscribers

Reengagement programmes seem to have a number of definitions and suggestions on how to approach it are infinite. But no matter how you look at it, the fact is that it’s less expensive to maintain an existing customer than it is to acquire a new one. The prospect of reengagement, therefore, should appeal to any marketer.

Historically, the prevailing attitude among email marketers was that since sending email is so inexpensive, it's not worth the trouble to suppress inactive users. Not too long ago it was...

By Kara Trivunovic, 07 February 2012, 0 comments. Categories: Data-driven marketing, E-Commerce, Email marketing, Publishing.

Legitimate Online Relationships Can’t Be Bought

The web has become a social place and businesses that aren’t focusing on building relationships with their stakeholders are missing out on a huge opportunity. The web has brought more accountability to businesses which are now much more transparent. A business that doesn’t share content or participate in discussions will be viewed less favorably than those that do.

Unfortunately, this focus on relationships and connections has led businesses to make some greedy decisions.

By Nick Stamoulis, 28 December 2011, 0 comments. Categories: Publishing.

Spiceworks: How to create phenominal engagement

For those in the IT profession, Spiceworks is a well known brand. For everyone else, it’s a brilliant example of a niche social network that drives phenomenal engagement among its users.According to recent figures from Nielsen, LinkedIn’s 130 million users spend a total of 350 million minutes a month engaging with the site. Last month, Spiceworks’ 1.7m IT professionals spent 400 million minutes engaged.How has a niche online IT community generated engagement impressive enough to make the like of 500 key tech brands, including Microsoft, Google, Dell, HP and Rackspace, sit up and...

By Matt Henkes, 19 December 2011, 0 comments. Categories: Campaigns, Publishing.

How to Deal With a Cranky Commenter

We all know the importance of inbound marketing techniques and creating content that will educate target audience members. Blog posts, guest blog posts, articles, and video marketing can help build a brand and establish an individual or company as a thought leader in a particular industry.

Given that the Internet has become a social place, the majority of inbound marketing content serves to initiate a conversation in the comments section or on social media properties. While...

By Nick Stamoulis, 13 December 2011, 0 comments. Categories: Campaigns, Content Marketing, Publishing, Video & Audio Marketing.

5 Customer Communication Facts That Should Be Heard

Truly listening to the customer is paramount. The ability to do so will help deliver the best customer experience, which is critical in today’s competitive environment. This is not always easy in a world where customers interact with companies through a variety of channels- be it voice, text, email, or web.

Recently reviewing the Convergys 2011 UK Customer Scorecard, I was struck by the clear opportunity companies have to shape the customer experience in an...

By SoundbiteCommunications, 23 November 2011, 0 comments. Categories: Campaigns, Publishing.

Remembrance Day to be held on Twitter

Twitter will hold its first Remembrance Day service today, holding a two-minute silence on the social network.

Tweet Remembrance was created by a group of Methodists, in order to spread tribute messages to people associated with World War I, II and present wars.

The service's aim is to engage everybody with Remembrance Day that are unable to attend church, whilst encouraging followers to tweet in order to build awareness of Armistice...

By Dani Millward, 11 November 2011, 0 comments. Categories: Publishing, Social Media Marketing.

New Analytic Software for an Evolving Social Media

To update Facebook’s Pages, social media marketing company Wildfire have been taken on board to develop a solution to integrate the development of Facebook Insights data with existing Pages analytics. Wildfire previously advised on the development of the Insights system, and plan to incorporate the two to enable companies to find and attract thousands more “fans” via Pages.

Additional features, according to

By Paul Fennemore, 04 October 2011, 0 comments. Categories: Campaigns, Commerce, Publishing.

How social screening can help the recruitment process [infographic]

A while ago I wrote an article on how the recruitment industry was shifting due to social media technology. I would like to add to that conversation by talking about social screening. Social screening is the process of searching for potential candidates in social websites like Facebook, Linkedin and Twitter and “checking them out.” This is a hotly debated topic...

By Mike Saunders, 04 October 2011, 0 comments. Categories: Branding, Commerce, Publishing, Social Media Marketing.

Facebook Updates Its Layout To Add Functionality

Facebook unveiled a new layout today, merging the News Feed and Most Recent stories. All of your news is situated in one place, with Facebook’s algorithms deciding which updates will be most interesting and relevant to you.

All new top statuses and photos that got posted while you’ve been away from Facebook have been marked with a blue corner. Facebook have also increased the size of the photos in...

By imod.co.za, 22 September 2011, 0 comments. Categories: Campaigns, Publishing, Social Media Marketing.

Should you represent your brand on Facebook?

As a Digital Marketer I like to stay abreast of what’s happening on the various social networks. Facebook and Twitter are definitely the biggest two and more than likely the most popular, with the likes of LinkedIn not too far behind. That said, most brands are realizing that they need a presence on Facebook and Twitter, but the question is, is the ROI worth while?

I read a post a day or two ago, which lists...

By imod.co.za, 17 September 2011, 0 comments. Categories: Advertising, Advertising Technology, Campaigns, Publishing, Social Media Marketing.