Why should consumers buy from you instead of your competitors or other choices, including doing zilch? In other words, what are your key differentiators or unique selling points? As more consumers use social media to reach brands,superb social customer service is becoming an important business differentiator.
Seventy-one percent of consumers who experience good customer service on social media are likely to recommend a brand based on their most recent experience, according to the 2012 State of Social Customer Service Report. And an Edison study says 32 percent of consumers expect a response on social media within 30 minutes.
These studies represent a huge opportunity for brands today. Although there are many other brands with similar features as you and doing content marketing to the hilt, superb social customer service is where most are lacking. In fact, only 10 percent of companies deliver great customer service (Help Scout). In this webinar, we'll learn the five best practices in social customer service. Please join our panel of experts to discuss:
-Identifying the vision and objectives of your brand’s social customer service
-Building a team to meet your brand’s social customer service objectives
-Creating a process for responding to negative and positive messages
-Providing your team with customer social and product history in an easy to use system
-Defining a specific, measurable social customer service differentiator
-Measuring your social customer service performance
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
The Incredible Power Of The "Like”
Reaching YOUR Hungry Market - Facebook "Fan Pages"
Connect With The People Your Customers Know And Trust & Your Business Will Explode!!!
You WILL Grow Your Business Exponentially Every Month!
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
Maximize How You Individualize: because the Journey and Outcome Matter Nicholas Kontopoulos
According to research from the Corporate Executive Board, 57% of the buying process is being completed before the first interaction with a sales person.
In recent years, a fundamental sea change has been occurring between buyers and sellers, with the former now ceasing control of the buying process. This paradigm shift has been digitally powered with todays buyers only one touch away from connecting with content or peers that can help guide them on their purchasing journey.
This presentation will explore the challenges that not only lay ahead for todays marketers, but also explore some of the ways in which innovative brands are adapting to this 'New Reality’.
The Incredible Power Of The "Like”
Reaching YOUR Hungry Market - Facebook "Fan Pages"
Connect With The People Your Customers Know And Trust & Your Business Will Explode!!!
You WILL Grow Your Business Exponentially Every Month!
Today’s marketing leadership is being tasked with creating lasting relationships and loyalty among their customer base.
Yet so much of how we engage with customers and prospects is campaign driven, activating specific actions in a single moment in time.
As the development of a robust and connected customer experience strategy becomes the linchpin to CMO success, the question is now more important than ever: Can loyalty and advocacy be built…and how?
This presentation walks through some of the challenges and considerations CMO need to explore in order to reframe how their brands engages their customers like never before.
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
It's the middle of the year - July 2019. It would be good for entrepreneurs to start planning their Marketing Strategy for 2020. What are their goals, how do they want to achieve these goals - and via which mediums. Armed with the new opportunities in the market - they can make an informed decision for their business and ultimately the growth of their brand.
What Is a "fully engaged customer"? We here at The Customer Edge went ahead and asked the experts. Paul Greenberg, Nayaki Nayyar, Shep Hyken, Anneke Seley, Micah Solomon, Jamie Anderson, Dave Brock, Erin Raese, Brian Fanzo, Raluca Druta, Dr. Natalie Petuohoff all share their views. Read more in this accompanying blog post on The Customer Edge here: http://bit.ly/fullyengaged
How easy is it for you to communicate with your customers?
Want to cut through all the noise and get their full attention?
Customers now expect more from businesses and want to interact with them differently, thanks to the convenience of mobile.
Find out just how important text messaging has become for local businesses and how to use it effectively in this webinar with SMS marketing experts from Podium.
Podium interviewed more than 1,000 consumers to understand their attitudes toward texting local businesses and how local businesses can take advantage of it.
They’ll share the results of this research, with tips and advice to help you make the most of these insights.
You’ll also learn:
-How customer preferences impact local businesses.
-How to create an effective text message strategy (and what to avoid).
-How local businesses of all sizes can benefit from promotional text messaging.
Join Podium’s Matt Boyce, Marketing Director, and Austin Miller, Partner Marketing Manager, for this discussion on how to use text messages to market your business effectively.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
As many businesses increase their global footprints, corporate employees have the chance to work anywhere around the world. While job mobility provides the opportunity to develop new skills, broaden experience and cultivate professional networks, how does one prepare for job mobility and maximise the value of such an opportunity when it arises?
For those looking outside of your current industry, what are the important areas you need to take note of to ensure that you are emotionally, financially, and professionally ready for this next step?
Whether you are looking at progression within or outside your industry, in this talk I share some of the practical lessons I have seen work for myself, as well as for peers, when in comes to the development of my career.
The way people research and buy products has fundamentally shifted.
These days, people prefer having conversations over filling out lead capture forms (81% don't fill out the form when they encounter gated content).
And 66% prefer real-time messaging for talking to businesses over any other communication channel.
To help you better understand what this new marketing and sales landscape looks like, we teamed up with our friends at Clearbit to create the first-ever State of Conversational Marketing report.
What does it take to be a high performer in B2B marketing? This presentation looks at the results of the largest study focused on B2B marketing specifically looking at the difference between high performers and under performers. This report details the tools, techniques, and best practices of over 1,000 companies to help you see what you need to do to become one of the best.
Making the customer journey seamless and clear is essential to a successful conversion and email marketing is only part of this process, what happens next is crucial!
Landing pages can dramatically increase the results of your campaigns. You need to embrace the opportunities to work beyond just the remit of the email.
With today’s customers actively engaging in social media, the world of marketing and customer service has fundamentally changed. Customers control the conversation and are making it quite clear that the service you provide can no longer be an unsatisfactory or merely an acceptable experience. They have shown that due to bad service, they are willing to change and will let their friends, family, and fans know about it. According to an Edison study, 42 percent of consumers expect a response on social media within an hour. An America Express study shows 83 percent of customers left the purchase due to bad service. Another report shows more than 1 million people view tweets about customer service every week, and about 80 percent of those tweets are negative.
This should be all the proof needed for organizations to move customer service from an afterthought to a key initiative. Only when customer service is put at the heart of marketing will you reach your marketing and revenue objectives.
Join our panel of experts on this webinar to discuss:
-How to build and follow a consistent customer service process
-Empowering your customer service representatives
-Listening for social customer engagement
-Knowing whether to intervene or not
-Measuring customer care success
Omni-channel customer service is not an option. More than two-thirds of shoppers are considered omni-channel consumers, according to PwC's holiday shopping forecast. Your customers want to access your brand wherever they are—whether it’s researching products and services on your website, downloading deals via a mobile app, flipping through a catalog, engaging on social media, or visiting your brick-and-mortar store. While it can be challenging to implement omni-channel customer service, the rewards are worth it, such as ROI, consumer insights, and increased sales.
As we head into the holiday season and a new year, join our panel of experts and us to learn how to provide a consistent, complementary journey for consumers. By 2017, 50 percent of all U.S. retail sales will be omni-channel, according to Forrester Research. Are you ready to capture these customers and leave your competitors behind? This live, one-hour webinar will help prepare your brand as we discuss:
· All the benefits of omni-channel customer service
· Obstacles to keeping up with the consumer’s shopping journey
· Technology hurdles that can hinder your omni-channel customer service
· Real-life success stories of brands providing seamless customer service
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Conversational Commerce 2.0: When AI and Chatbots Meet Experience DesignBrian Solis
Conversational commerce, chatbots, AI, represent the next frontier for automated customer engagement. For meaningful conversational commerce, designers must employ experience architecture to balance human-centered design with thoughtful CX, UX and UI. Leading digital analyst and anthropologist Brian Solis shares his vision for next generation conversational commerce...the experience when automation meets design.
It's the middle of the year - July 2019. It would be good for entrepreneurs to start planning their Marketing Strategy for 2020. What are their goals, how do they want to achieve these goals - and via which mediums. Armed with the new opportunities in the market - they can make an informed decision for their business and ultimately the growth of their brand.
What Is a "fully engaged customer"? We here at The Customer Edge went ahead and asked the experts. Paul Greenberg, Nayaki Nayyar, Shep Hyken, Anneke Seley, Micah Solomon, Jamie Anderson, Dave Brock, Erin Raese, Brian Fanzo, Raluca Druta, Dr. Natalie Petuohoff all share their views. Read more in this accompanying blog post on The Customer Edge here: http://bit.ly/fullyengaged
How easy is it for you to communicate with your customers?
Want to cut through all the noise and get their full attention?
Customers now expect more from businesses and want to interact with them differently, thanks to the convenience of mobile.
Find out just how important text messaging has become for local businesses and how to use it effectively in this webinar with SMS marketing experts from Podium.
Podium interviewed more than 1,000 consumers to understand their attitudes toward texting local businesses and how local businesses can take advantage of it.
They’ll share the results of this research, with tips and advice to help you make the most of these insights.
You’ll also learn:
-How customer preferences impact local businesses.
-How to create an effective text message strategy (and what to avoid).
-How local businesses of all sizes can benefit from promotional text messaging.
Join Podium’s Matt Boyce, Marketing Director, and Austin Miller, Partner Marketing Manager, for this discussion on how to use text messages to market your business effectively.
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
As many businesses increase their global footprints, corporate employees have the chance to work anywhere around the world. While job mobility provides the opportunity to develop new skills, broaden experience and cultivate professional networks, how does one prepare for job mobility and maximise the value of such an opportunity when it arises?
For those looking outside of your current industry, what are the important areas you need to take note of to ensure that you are emotionally, financially, and professionally ready for this next step?
Whether you are looking at progression within or outside your industry, in this talk I share some of the practical lessons I have seen work for myself, as well as for peers, when in comes to the development of my career.
The way people research and buy products has fundamentally shifted.
These days, people prefer having conversations over filling out lead capture forms (81% don't fill out the form when they encounter gated content).
And 66% prefer real-time messaging for talking to businesses over any other communication channel.
To help you better understand what this new marketing and sales landscape looks like, we teamed up with our friends at Clearbit to create the first-ever State of Conversational Marketing report.
What does it take to be a high performer in B2B marketing? This presentation looks at the results of the largest study focused on B2B marketing specifically looking at the difference between high performers and under performers. This report details the tools, techniques, and best practices of over 1,000 companies to help you see what you need to do to become one of the best.
Making the customer journey seamless and clear is essential to a successful conversion and email marketing is only part of this process, what happens next is crucial!
Landing pages can dramatically increase the results of your campaigns. You need to embrace the opportunities to work beyond just the remit of the email.
With today’s customers actively engaging in social media, the world of marketing and customer service has fundamentally changed. Customers control the conversation and are making it quite clear that the service you provide can no longer be an unsatisfactory or merely an acceptable experience. They have shown that due to bad service, they are willing to change and will let their friends, family, and fans know about it. According to an Edison study, 42 percent of consumers expect a response on social media within an hour. An America Express study shows 83 percent of customers left the purchase due to bad service. Another report shows more than 1 million people view tweets about customer service every week, and about 80 percent of those tweets are negative.
This should be all the proof needed for organizations to move customer service from an afterthought to a key initiative. Only when customer service is put at the heart of marketing will you reach your marketing and revenue objectives.
Join our panel of experts on this webinar to discuss:
-How to build and follow a consistent customer service process
-Empowering your customer service representatives
-Listening for social customer engagement
-Knowing whether to intervene or not
-Measuring customer care success
Omni-channel customer service is not an option. More than two-thirds of shoppers are considered omni-channel consumers, according to PwC's holiday shopping forecast. Your customers want to access your brand wherever they are—whether it’s researching products and services on your website, downloading deals via a mobile app, flipping through a catalog, engaging on social media, or visiting your brick-and-mortar store. While it can be challenging to implement omni-channel customer service, the rewards are worth it, such as ROI, consumer insights, and increased sales.
As we head into the holiday season and a new year, join our panel of experts and us to learn how to provide a consistent, complementary journey for consumers. By 2017, 50 percent of all U.S. retail sales will be omni-channel, according to Forrester Research. Are you ready to capture these customers and leave your competitors behind? This live, one-hour webinar will help prepare your brand as we discuss:
· All the benefits of omni-channel customer service
· Obstacles to keeping up with the consumer’s shopping journey
· Technology hurdles that can hinder your omni-channel customer service
· Real-life success stories of brands providing seamless customer service
Bridgeline Digital Get Them Talking Social Strategies that Bring Leads In Fr...Bridgeline Digital
Speakers:
Matt Sullivan - Director of Account Management, Bridgeline Digital
Brian Harris - Director of Digital Services, iSG Bridgeline Digital
It’s no secret that Social Media’s influence as a business channel is growing by the day. Nearly half of all online shoppers rely on Social Media when making a purchase decision. Marketers know this – in fact, 93% say they currently use Social Media for business. But being Social isn’t just robotically pushing out content – it’s about developing a strategy focused on engagement and achieving real ROI. Where do you start? What tools do you need? Glad you asked, join our webinar to find out!
Finally, a clear recipe that marries the influence of Social Media with organizational goals.
• Purpose & Goals: Examination of what Social Media can offer your business
• Social Business: Measurement of true Social ROI
• Execution & Strategy: Identify the tools and planning needed to drive social success
For the last eight years brands have invested billions into social media programs and now many are scratching their heads… “What's the ROI of this content?”
In this webinar we break it down for you.
The way customers engage with companies is shifting from telephones and email to social and mobile applications.
A social media strategy has now become a survival tool for almost all corporates to understand consumer preferences and perceptions towards their products, services and care
Social Media has changed the way we all serve and support our customers
Summary of Incite Summit: West 2014 Told Through Quotes and TweetsProscape
As part of Proscape's collaboration with Incite Marketing and Communication on the mobile app for their Incite Summit: West event, we had the pleasure to moderate a live twitter feed that displays real-time on a page in the app (and displayed prominently at the event site.
By handpicking some of the most revealing tweets (and adding some direct quotes), we are able to provide a summary of many highlights from this event. The quality of panel members at the event was outstanding and most of these quotes are pure gold for marketers looking to gain an edge for their business.
Incite Summit is an event where CMOs and senior brand leaders gather to talk about their central challenges so they can succeed in an ever-evolving, fast-paced industry that is dominated by technology and controlled by the customer. Each talk avoids Power Point slides and just focus on meaningful discussion, so you never know just where the dialogue will go. This creates some very "tweatable" moments.
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...Social Media Today
If you’re like most marketers, you’re facing a conundrum: sales demands are just as high as ever, but traditional marketing has long lost its momentum. Marketers are scrambling for ways to add value for a potential customer without seeming intrusive or clunky. Luckily, companies that commit to a social presence have mounds of data to help them out, and a particularly important area of data is behavioral analytics. Looking at data that only includes your brand mentions is one thing, but looking at the way your customer behaves online--whether it directly involves your brand or not--can help revamp your lead generation and conversion process. But what kinds of behavioral analytics should you be looking at and exactly how do they lead to insights about your sales cycle? How do you move from numbers to targeted marketing?
In this webinar, we’ll discuss:
Which tools and platforms will help you gather analytics data and wade through analysis;
How to identify behavior that tells you where your potential customer is most susceptible to being converted;
The difference between aggregate and individual analysis, and pros and cons for both;
Why integrating behavior analytics into your marketing strategy is key to finding new sales opportunities.
Riding the next wave of PR and social media trends in 2019Lars Voedisch
Where and how to engage your audiences: From IGTV, TicToc and stories to Dark Social
How to connect with today’s audiences: Brand experiences and values
Why it’s all about touchpoints and personas
Speed update: 2019 social media and PR trends brands can’t afford to miss
Creating a Social Media Powerhouse - Salesforce World Tour #sfwtPOWERHOUSEKevin Doyle
Find out what leading companies are doing to scale, monetise, and increase the ROI of their social media programs.
Speakers
Kevin Doyle , Marketing Cloud Executive, Salesforce
Eddie Cliff , Principal Solutions Engineer, Salesforce
What can start-ups do to accelerate their DTC strategyAdrian M Odgers
This deck was presented as part of a Fireside chat session at ProVeg International's start-up Incubator, a leading accelerator for food startups.
It focuses on providing key ideas, strategies and tactics start-ups can use to inform and accelerate their DTC strategy (direct to consumer).
An eBook for small and medium size businesses, start-up, and entrepreneur. The value and importance of marketing is not always understood by business owners until it’s either too late or the business is so far behind their competitors that they are forced to play an expensive and time-consuming game of “catch-up” if they want to stay relevant to today’s savvy customer.
Storytelling Gone Wild: The Key to Creating Viral ContentSocial Media Today
The question marketers have been asking themselves for a few years now is, “Is there a secret to creating viral content?” The answer is yes and no. Yes, there are ways to help boost your content towards the goal of going viral. No, it’s not a secret. In many ways, the tactics to go viral are common sense. What about your content will activate an emotional response in your audience? What kinds of emotions does your audience respond to? Are you providing practical information in a unique way? Are you getting it in the right feeds at the right times?
Join us in this webinar as our content experts discuss:
Examples of content that goes viral, with explanations why
How to ask the right questions of your own content, so each message you send out has potential
Kinds of strategies to apply at different parts of the process for best results
And how to analyze those results in a realistic, goal-appropriate way
Social Listening: Harness Marketing Insights from Consumer ConversationsSocial Media Today
Social channels like Twitter, Facebook, Instagram and even Reddit have brought brands and their audiences closer than ever before. If your marketing team is like leading organizations around the world, you’re already using social listening technologies to conduct market research, monitor and measure your campaigns, and support customers.
That’s a great start. But if you and your team aren’t aware of all the other ways that you can use social media to really maximize your marketing investments, you could be missing out on additional channels to exceed your targets, expand your share of voice, and create even more marketing-generated revenue for your organization.
Join our experienced panelists as they discuss how innovative marketing teams are expanding their social monitoring strategies, including:
Using real-time alerts and trends for reputation & crisis management
Distributing social data and insights across the enterprise
Conducting content research to discover topics of interest for targeted influencer and advocate campaigns
Omni-Channel Marketing: Creating the Right Mix for Your BrandSocial Media Today
There is a fine line between an omni-channel marketing strategy and a messy social media presence, and it’s crucial that brands stay squarely on one side of that line. Now that social media has declared its power and is here to stay, there is no need to push your content and message on all channels at once. Good omni-channel marketing tailors content to specific channels and personalizes it for the buyer persona appropriate for that channel. You don’t have to be everywhere at once, but you do have to be several places authentically. In this webinar, you’ll discover that omni-channel is more than a marketing buzzword--that it’s an opportunity to personalize your brand story for more customer loyalty and trust.
Join us as our marketing experts discuss:
The balance between shouting your message across channels and tailoring your content for specific channels;
Tools to help you manage omni-channel marketing campaigns;
How to use customer journey mapping to better understand where and how your customers are active;
And how omni-channel can work not just in sales but also in listening, customer care, and analytics.
In the age of authenticity, there’s no greater tool at a marketer’s disposal than influencer marketing. Consumers no longer blindly trust advertisements. Instead, they trust influencers whose judgment has a proven track record. Done right, influencer marketing can communicate a brand’s culture directly to a target audience in a real way. But how do you justify investment in an influencer program, and how do you measure tangible results? How do you go about finding influencers to engage with in the first place? What are realistic goals to set? Which metrics matter and which are simply vanity metrics?
In this panel, our experts will discuss:
Why influencer marketing is one of the most effective marketing tools
How to find talent that is brand-appropriate and also aspirational
What kind of business goals to set with an influencer program
How to track and understand metrics to measure a program’s effectiveness
How Does Social Listening Change the Way You Do Business (and Create ROI)Social Media Today
You can’t do social marketing well if you aren’t nailing social listening. If you’re crafting and executing a social strategy in a vacuum, your results will probably be equally hollow. The thing is, consumers are on social right now, talking about your brand or talking about issues that are important for developing and selling your products or services. Are you listening to them? Are you listening across platforms? Are you gathering your results from all areas of social? Are you taking that data and and using it to re-formulate your marketing approach? If it sounds like a lot, it’s because it is. But it’s not impossible with the right know-how.
Join us as our panel discusses:
How to know what to listen to and when;
Strategies for integrating social listening into your marketing approach
Ways to aggregate listening across platforms
How to turn listening data into actionable insights for your business plan
It’s easy to let the holiday season bog your organization down in the influx of sales campaigns, but make sure you don’t miss out on forecasting trends in marketing for the coming year. January offers brands a chance to reformulate their marketing approach to fit the new cycle of innovation and tech trends. To that end, Social Media Today ends the year with a webinar that focuses on what’s to come in 2016. Where will live-streaming apps take us next? How important will mobile be? What if you don’t have a video strategy? What will be the next wave of startup innovation? How should the enterprise pivot in the face of unexpected challenges?
Join our panelists as we discuss:
- Predictions for trends and changes to come in social marketing in 2016
- How to use these predictions to shape your social strategy
- And which innovations from 2015 will continue to grow in the coming year.
With viral word-of-mouth recommendations outpacing traditional advertising efforts, there’s no greater buzzword right now than influencer marketing. Yet most influencer marketing news focuses on B2C brands, ignoring the fact that influencer marketing is just as important an investment for B2B companies. In this webinar, we’ll use a B2B case study to look at ways your small business can leverage experts in the field for a better company both internally and externally, from content creation to relationship building.
Join us as our panelists discuss:
why influencer marketing is a crucial way to stay relevant and informed in your industry;
how to find context for your brand and a place to start looking for influencers;
a specific case study that will give you ideas to start your own program;
and tips for measuring results and determining ROI of influencer marketing.
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...Social Media Today
There’s no greater quest in social marketing today than the quest to determine the ROI of social media. CEOs and CMOs want to know exactly what the financial investment is earning them in return, and who can blame them? There’s been a massive rush to the social space, but without a strategy for proving ROI, you can quickly find yourself knee-deep in tweets you don’t know what to do with. Specific goal-setting can help determine what kinds of social interactions to pursue, and understanding the value of social listening could change the entire shape of your organization. Social listening might not directly lead to sales all the time, but, used correctly, it will always lead to a better relationship with your customer.
Join us as our panel of experts discuss:
What the social media landscape looks like today and how ROI changes with it.
The inherent value in using social media to expand your reach, and how to measure those benefits.
Why social listening is the anchor of ROI.
Examples of the kinds of goals to set for social campaigns and how to determine their success.
December 1, 2015 Webinar:
In the age of employee advocacy, your brand can be as powerful as your workforce is enthusiastic. If your workforce is motivated, engaged, and socially equipped, you can pull off an appropriate and successful employee advocacy program. In fact, if your organization is mid-sized and doesn’t have at its disposal the marketing tools larger outfits might have, internal brand advocates are often the most powerful and cost-effective marketing tool in your arsenal. Our new report on the current state of employee advocacy finds that 64% of advocates cite a workplace program as the reason for attracting new business, and 45% can directly attribute new revenue streams to formal programs. So while you might not be able to dedicate an entire team to implementing a program, it's good for business to assemble your core of informed, active, and proud employee advocates. A great employee advocacy program knows no size boundaries.
In this webinar, join our panelists as they discuss:
Statistics from our report, including why 84% of employee advocates say it's had a positive effect on their career;
Why employee advocacy is word-of-mouth marketing at its best, and can give your brand an edge in the noisy marketplace;
How to identify the most motivated and engaged employees and activate their personal drive on behalf of your organization;
A content strategy that combines company and employee content for an authentic and relevant mix;
And how to use employee advocacy to amplify your brand beyond the limits of its size.
In an age where marketing currency equals digital consumption, the content marketing game has never been more intense or competitive. And while we can’t all claim to be as viral as a scandalous Kim Kardashian photo spread, we can aim to create and curate content that speaks directly to our audience in a new and incredibly valuable way. In this crowded social landscape, your content must provide serious value to capture the customers’ attention, and must be uber-relevant to stand out among the noise. This webinar isn’t going to give you a magical content formula, but it will help you get into a mindset to design a content strategy that has the potential to “break” the hum drum normalcy of the Internet.
Join us in this webinar as our content experts discuss:
Why content is your organization’s biggest asset when it comes to earned media;
Different content styles and categories, and how your business can produce in each;
How to organize and execute a strategy, including defining your brand story, sticking to an editorial calendar, and understanding performance analytics;
And what kinds of content lead directly to organization growth (and what that even looks like).
According to recent reports, just 8% of companies say they can prove ROI from their social media spending, yet 70% of marketers say they plan to increase their social media spending. CMOs are under the gun now more than ever to show how social media marketing directly impacts bottom line revenue. And while we all know that good social content marketing can foster an engaged community, how should we measure the tangible, financial benefits? What metrics should you be looking for to justify your social budget to the C-Suite? What, really, is the value of a “like?” If you are a marketer who needs help showing your CMO that an active social community actually improves commerce, this webinar is for you.
Hear from our panel of experts as they discuss:
How to use user-generated content to persuade and influence the purchasing decision.
The best ways to quantify positive social sentiment.
Which metrics matter in the connection between digital community and business bottom line.
What CMOs really want to hear and the best ways to deliver those results.
This year, Entrepreneur said, “the future of new business is social selling.” Statements like that are easy to get employees excited about at first but it can be difficult for companies to maintain that momentum if it doesn’t yield immediate results. Consistency and sticking with it, however, is key to social selling success. So how can you build your social selling dream team and increase your company’s investment in the process? There are a few tips and strategies--such as breaking down silos between sales and marketing as well as getting the C-Suite involved --that can refresh your team’s approach to social selling and help close deals with greater regularity and ease.
In this panel, our sales experts will discuss:
-How to unite your sales and marketing departments so that your social efforts are supported company-wide;
-How to train and internally motivate your team for better morale and better external results;
-Why the c-suite needs to be involved and how to involve corporate leadership sales initiatives;
-Social selling strategies that focus on authentic and well-researched relationship-building.
It's time to pay attention to millennials: a quarter of the total U.S population is made up of millennials and nearly 85% of them own smartphones. If you aren't targeting at least some of your marketing efforts towards this demographic, you're probably missing out on huge opportunities. You must create a marketing campaign for the audience you have, but also the audience you want. Yet what if your brand isn't naturally geared toward millennials? What exactly is a millennial? And won't this marketing strategy shut out other demographics? And how do you speak "millennial," anyway?
In this webinar, learn from our expert panelists:
-How to make sure your content strategy is mobile-friendly for all demographics
-Tips and tricks on spinning the content you already have for the millennial audience
-Ideas for shaping a new content strategy that will appeal to a younger mobile audience
-Information on where B2B intersects with millennials, and why it's important to reach out to that demographic to scale.
To deliver value in today’s business climate and with a new generation of consumers, marketers are increasingly learning that ‘old tricks’ and predictable branding games – might not get the desired impact. Join Nichole Kelly, CEO of Social Media Explorer as she unveils a bold look into how most brand actions can be grouped into 13 'game groups’. These game groups are not all equally well received. Nichole is joined by Pernille Bruun-Jensen, CMO of NetBase, as they review the power of a new Marketing approach that resonates, brought to life through deep dives on brands like:
-Nike
-Mercedes-Benz
-Dollar Shave Club and
-Dyson
Get the tips on how to get your brand ready to win the hearts and minds of today’s consumer – a more savvy consumer than ever.
There’s a reason offices spaces are becoming more "open" these days. Siloed departments are a thing of the past. If your marketing department and sales department aren’t talking to each other and collaborating, you’re doing something wrong. If you don’t have social informing every department, you’re going to be hard-pressed to see significant ROI from social, or improve the customer experience. The very nature of social media requires that it crosses boundaries and informs all campaigns and marketing efforts and customer touchpoints. But it’s difficult to make that happen in your company simply by taking down cubicle walls. You must also set up infrastructure within your organization that allows for convenient communication, and you must invest in the right tools and platforms that are flexible enough to move with your prospect and customer initiatives instead of rigidly defining them.
In this panel, we’ll gather experts to discuss:
-Why integrated social is the only way to go if you’re going to become a social business
-How to measure social ROI when it encompasses many departments and strategies
-Tools and platforms that can help your organization stay socially agile
-How a thorough dedication to social across your organization can help you scale and grow at a manageable rate
-The kind of internal methodology needed to integrate a social-centric approach
It’s true: your best brand advocates are coming from inside the company. Are you leveraging the reach and authentic enthusiasm of your employees? Identifying and mobilizing your employees are the first steps to putting in place a solid advocacy program. But a crucial last step that isn’t often talked about is measuring results and tweaking your program. In this webinar, we’ll talk to experts from brands that have measured the effectiveness of their advocacy programs to identify what’s working and what could work better. Whatever stage of implementing your program you’re in, it’s important to understand how to tell if your efforts are making a difference for your brand’s reputation in the market.
In this webinar, our panelists will talk about:
-How to set up your employee advocacy program with clear goals and KPIs while also remaining agile;
-What parts of your program you should be measuring;
-How to turn data from your program into results that tell a story;
-Which tools will help you consistently measure your results in a clear, helpful way.
In an era where your customers’ attention spans are close to that of a goldfish, you have no time to waste in your marketing efforts. Customers will only respond to campaigns that fit seamlessly into their digital life, and they’ll only respond to content that is uber-relevant to their needs and desires. At the same time, you need to be meeting your own internal KPIs and consider your company’s relevance across media and trends. Anchoring your strategies in the place where audience desires and brand goals overlap can transform your marketing from digital noise to personalized, appealing content. Additionally, taking inspiration from events can make your campaigns useful as they toggle online and off. Approaching each campaign with a set of CX principles will ensure that your company remains relevant as the needs and desires shift.
But where should you begin with all of this?
In this webinar, we’ll discuss:
-Finding the sweet spot where customer desires, industry trends, and brand goals overlap and using that to guide your marketing efforts;
-Ways to create narratives for your campaigns that move seamlessly from online to offline and back again;
-How to discover what kind of content is relevant for today’s online consumer and how your products or services can fit into it;
-How to develop a system of marketing campaign principles that will allow your campaigns to stay fresh and creative.
If your company isn’t analyzing the millions and millions of megabytes of social data out there, you’re way behind on the game. And if you’re using that social data simply to measure numbers that don’t really say anything about your company’s value in the market, you’re doing it wrong. So what should you be measuring, and how should you use what you measure to improve your company? In this webinar, we’ll identify the kinds of social metrics that can be useful for your company, and discuss ways to use those numbers to improve the only thing that really matters: your customers’ experience. But moving from hard numbers to a top-of-the-line customer experience isn’t an easy process, especially if your company doesn’t already have a system in place.
Join us as our panelists discuss:
-The areas of social--including Twitter, blogs, and forums like Reddit--that you should be leveraging to gather information;
-What kinds of data to look at to determine how your brand is perceived and interacted with;
-Which tools and platforms work best to filter the data in a meaningful, readable way;
-How to use that data to predict your customers’ desires and proactively provide value to them before they know they need it.
Enhance your social media strategy with the best digital marketing agency in Kolkata. This PPT covers 7 essential tips for effective social media marketing, offering practical advice and actionable insights to help you boost engagement, reach your target audience, and grow your online presence.
Surat Digital Marketing School is created to offer a complete course that is specifically designed as per the current industry trends. Years of experience has helped us identify and understand the graduate-employee skills gap in the industry. At our school, we keep up with the pace of the industry and impart a holistic education that encompasses all the latest concepts of the Digital world so that our graduates can effortlessly integrate into the assigned roles.
This is the place where you become a Digital Marketing Expert.
“To be integrated is to feel secure, to feel connected.” The views and experi...AJHSSR Journal
ABSTRACT: Although a significant amount of literature exists on Morocco's migration policies and their
successes and failures since their implementation in 2014, there is limited research on the integration of subSaharan African children into schools. This paperis part of a Ph.D. research project that aims to fill this gap. It
reports the main findings of a study conducted with migrant children enrolled in two public schools in Rabat,
Morocco, exploring how integration is defined by the children themselves and identifying the obstacles that they
have encountered thus far. The following paper uses an inductive approach and primarily focuses on the
relationships of children with their teachers and peers as a key aspect of integration for students with a migration
background. The study has led to several crucial findings. It emphasizes the significance of speaking Colloquial
Moroccan Arabic (Darija) and being part of a community for effective integration. Moreover, it reveals that the
use of Modern Standard Arabic as the language of instruction in schools is a source of frustration for students,
indicating the need for language policy reform. The study underlines the importanceof considering the
children‟s agency when being integrated into mainstream public schools.
.
KEYWORDS: migration, education, integration, sub-Saharan African children, public school
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Improving Workplace Safety Performance in Malaysian SMEs: The Role of Safety ...AJHSSR Journal
ABSTRACT: In the Malaysian context, small and medium enterprises (SMEs) experience a significant
burden of workplace accidents. A consensus among scholars attributes a substantial portion of these incidents to
human factors, particularly unsafe behaviors. This study, conducted in Malaysia's northern region, specifically
targeted Safety and Health/Human Resource professionals within the manufacturing sector of SMEs. We
gathered a robust dataset comprising 107 responses through a meticulously designed self-administered
questionnaire. Employing advanced partial least squares-structural equation modeling (PLS-SEM) techniques
with SmartPLS 3.2.9, we rigorously analyzed the data to scrutinize the intricate relationship between safety
behavior and safety performance. The research findings unequivocally underscore the palpable and
consequential impact of safety behavior variables, namely safety compliance and safety participation, on
improving safety performance indicators such as accidents, injuries, and property damages. These results
strongly validate research hypotheses. Consequently, this study highlights the pivotal significance of cultivating
safety behavior among employees, particularly in resource-constrained SME settings, as an essential step toward
enhancing workplace safety performance.
KEYWORDS :Safety compliance, safety participation, safety performance, SME
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4. #SMTLive
Our Speakers
Bianca Buckridee leads Social Media Operations at JPMorgan Chase, where she is responsible for
building out the bank’s social customer service channels, including @ChaseSupport. Her team is the
first at Chase to cross multiple lines of business – with specialists from Consumer & Business Banking,
Credit Card Services and Mortgage. Tweet her at @BlatantlyBianca.
Kai Petzelt is Senior Director of product marketing at SAP, responsible for the creation and
communication of messaging and positioning for the CRM solutions portfolio for the Customer Service
line of business.Kai has accumulated 20 years of experience in marketing, strategy and business
management positions across high-tech, chemicals and life sciences in multinational corporations
across Europe and North America. @kaipetzelt
Brandon Lewis: Leads the Resource Desk team at Zappos.com. Brandon and team are responsible
for resolving time consuming and escalated customer situations. The Resource Desk is also the main
customer service team that interacts with users on Twitter, where they not only deal with customer
service opportunities, but also look to engage the customer base with a fun and weird approach.
Brandon can be reached by email at BLewis@zappos.com
Paul Dunay, moderator, is an award-winning B2B marketing expert with more than 20 years’ success in
generating demand and creating buzz for leading technology, consumer products, financial services and
professional services organizations. @PaulDunay
5. SUPERB SOCIAL CUSTOMER
SERVICE
THE NEW KEY DIFFERENTIATOR
June 17, 2014
Kai Petzelt
Senior Director, Marketing
Customer Engagement Solutions
6. Digitally Connected
79%
of customers spend at least 50% of
total shopping time researching
products online
EMPOWERED
CUSTOMERS ARE
Socially Networked
53%
of customers abandoned an in-store
purchase due to negative online
sentiment.
Better Informed
59%
of customers are willing to try a
new brand to get better customer
service.
7. EVERY MINUTE
OF EVERY DAY
of YouTube uploads
48 hrs
new mobile web users
217
Wordpress blog posts
347
new websites
571
Foursquare check-ins
2,083
Flickr photos
3,125
Instagram photos
3,600
Email messages
204,167,667
Google queries
2,000,000
Facebook shares
684,478
Consumers spend
$272,070
Twitter tweets
100,000
Apple app download
47,000
Facebook likes
34,722
SOURCE: DOMO, INC.
61,141
hours of music uploaded
15. @ChaseSupport
#SMTLive
Launched February
2012, in tandem with
@Chase (PR)
Cross line of business
team focused on Retail,
Credit Card and
Mortgage inquiries
Based in Columbus, OH
at high visibility location
of 10k JPMC
employees
16. @ChaseSupport Lessons Learned:
#OwnIt
#SMTLive
Create a strategy that connects the dots
between social customer service and social
marketing. Core components of this plan
should include:
What does your brand stand for?
Who owns what? Who will create, who
will approve, and who will publish?
How will you handle different scenarios?
Do you have a crisis management plan?
Do your stakeholders know this plan?
Have you looped in the right parties?
Does your IT team know what you’re up
to?
17. @ChaseSupport Lessons Learned:
#BeYourself
#SMTLive
Who are you calling boring?! We
choose to differentiate ourselves by:
Sign-on and Sign-Off Tweets
Posting alerts for real-life issues that
impact our customers
Adding humor when appropriate
Proactively educating our customers
about product changes
Most importantly: being ourselves.
18. @ChaseSupport Lessons Learned:
#LookingForward
#SMTLive
Whether it’s Marketing or Customer Service, Social Media isn’t a silo – it’s a part of
your overall #custexp. The goal is to deliver a consistent experience across all
touchpoints, and giving customers choices that let them interact with you according to
their preferences.
Things to think about as you scale:
Specialist Empowerments: hybrid agents help streamline the process for you and the
customer.
SMMS & Internal Content Management: dynamic process
where will this data be housed?
How do you find a solution that can easily pull info into one place & allows agents to
respond quickly, even with a growing customer base.
Analytics/Reporting: will this provide a holistic overview across different social networks?
Continuous Improvement: how will you ensure your social media teams are in the loop? They
are often the first to know, and your first line of defense.
20. A Little History Lesson
#SMTLive
Founded in
1999
Tony joined as
an investor
1500 employees
in NV
•4 years 2009-
2013 on Fortune
100 Best
Companies to
work for list
2009
Announcement
of Zappos and
Amazon
acquisition
2012
KY Fulfillment
Center is run by
Amazon
2013
Moving our Las
Vegas
Headquarters
downtown
Focus on
Culture,
Customer
Service,
Clothing, and
Community
Zappos is a
service
company that
happens to sell
clothing,
handbags,
shoes,
accessories,
housewares,….
21. Our Core Values
#SMTLive
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
Headquarters: Las
Vegas, NV
1500+ employees
1,000+ brands
200,000+ styles
6 million items
in warehouse
100% inventoried
22. Customer Service
#SMTLive
What customers see first
• 24/7 1-800 number on
every page
• Free shipping
• Free return shipping
• 365-day return policy
It’s all about the experience!
Fast, accurate fulfillment
Surprise your customers
• Create WOW, PEC
Friendly, helpful “above and beyond”
customer service
Don’t have it? Assist them with finding it
elsewhere
23. Customer Service
#SMTLive
Inside message needs to match the
outside message
No call times
• The telephone is one of the best
branding devices available
• Longest Call was 10 hours & 29
minutes.
No sales-based performance goals for reps
Run warehouse 24/7
Inventory all product (no drop-shipping)
27. Culture
#SMTLive
Thank you for allowing us to put a
little Zappos in your day!
Email: blewis@zappos.com
Questions or Comments
• Tour of our office
– If you happen to be in Las Vegas!
• Copy of our culture book
– Be sure to include your mailing address!
29. #SMTLive
Tweet Now For Your Chance to Win a
Free Ticket to The Social Shake-Up!
#SMTlive Audience: Tell us why you want to go
to The Social Shake-Up 2014 to be entered for a
chance to win. Tweet:
“I want to go to #socialshakeup because…”
Editor's Notes
[
Social Media can become another key strategic differentiator for every customer service organization if done correctly.
To make it work, you need to listen to customers and prospects on social media at scale. This means not only ensuring that every tweet or post they make on your digital properties is assessed and responded to if necessary, but also developing a broad understanding of what your customers are talking about and what is important to them.
With listening comes the need to engage your customers, prospects, thought leaders and critics on those properties where they share their thoughts online. Only then will your customer service outreach be credible and authentic.
That engagement is often in the form of a response – to customers, to brand advocates, and even to critics – in real time. Sometimes it’s ok to be intentionally silent, but it’s never ok to be late.
Finally, given the public nature of social media, service organizations can become instrumental in building and strengthening the reputation of your brand online. Every action they take must be framed in this context, as the opposite is also true – just look on YouTube for examples of bad customer service experiences.