Humanizing Social Media

humanizing social media

Originally posted on Social Media Explorer. If we were to go by its moniker, Social Media should present itself as a communication channel rooted in human interaction - people from around the world using accessible publishing tools to share news, ideas and information with each other. It is definitely social, but could it be more human - particularly when it comes to organizations or brands? We know that individuals are behind the posts, tweets and comments but it seems that organizations may have lost sight of the fact that actual people are connecting with their content. In order to free up their trust in a brand, audiences might … [Read more...]

Who Needs Customers – We Have Social Media Fans and Followers

customer service is the new marketing 500p

This visual was inspired by a tweet from marketing cartoonist extraordinaire Tom Fishburne - check out his cartoon and blog post on the concept of fans and followers. It's pretty easy to get caught up in the numbers game. Increases in the number of fans, friends or followers are easy to measure but they might merely be hinting at success. A few thoughts when it comes to measuring fans, friends or followers: Measure active fans vs. totals. What percentage are active? Establish a baseline so you can gauge growth. Define which fan activities are important and how they connect back to business objectives. Social media engagement … [Read more...]

The Sunflower Social Business Model

social business model - the sunflower

Originally posted on Social Media Explorer In order to tap into the true potential of social media, businesses will have to make a cultural investment – and begin the process of evolving into social organizations. This integration of social communication within/across organizational ecosystems is becoming a more tangible possibly as companies and non-profits begin to embrace emerging technology while developing more strategic approaches to social media. There has been some great thinking and model development in the area of social business design. David Armano developed a compelling Hive Mind Visual during his time at the Dachis … [Read more...]

The Social Media Engagement Funnel

social media funnel

This visual is inspired by an engagement funnel developed by Jason Falls over at Social Media Explorer. I like the addition of the "Loyalist". Don't make the assumption that everyday customers/members will become ambassador for your brand - what are you doing to recognize/care for your customers to pave the way for them to become advocates? Back to Main Blog … [Read more...]

How Social Media Turns Customer Service into Marketing

customer service is the new marketing

This visual was inspired by a great post written by Teresa Basich over the Radian 6 Blog: Customer Service is the New Marketing Social media has the power to magnify every customer experience. Whether it's in-store, on the phone or online, each individual customer service interaction now becomes a marketing opportunity. Social media has spread the "service" role across the organization - Procurement, Distribution, HR, Sales, Operations, Management, Ownership - every employee in every department is now charged with the role of  nurturing customer relationships. Back to Main Blog … [Read more...]

Social Media Phobias

social media phobias

This visual was inspired by a blog post at Social Media Today: The Top Six Reasons Companies are Still Scared of Social Media. BACK TO MAIN BLOG … [Read more...]

Social Media Attraction vs. Targeting

social-media-laws-of-attraction-500p

--------------------------------------------------------------------------------------------------------------------------------- BACK TO MAIN BLOG … [Read more...]