Though your marketing team likely spends more dollars on its 1:many budget—those tweets and posts the entire world sees—there’s an-ever increasing amount of communication happening on social on a one-to-one basis. In fact, the expectations of an evolving audience is helping to push social over call centers. Join Spredfast’s Chris Kerns as he dives in with our panel to explain why 1:1 communication deserves more of your attention.
Smart Social Summit 2017 | The Short Attention Span Antidote: Mastering & Mon...Spredfast
Content marketing is king and a majority of marketers—52%—worldwide agree that video content boasts the most ROI. That makes video, whether 360, live, vertical, or traditional, the most in-demand form of consumer engagement. So how do you unlock this ROI and monetize video? From creative considerations to the consumer experience, this session will explore what it takes to connect with your audience via this content powerhouse.
Pinning for fun and profit, presented by Natanya AndersonSocialMedia.org
In her Brands-Only Summit presentation, Whole Foods Market's Director of Social Media and Digital Marketing, Natanya Anderson, shares the broad-based lifestyle approach they’ve applied to their social media strategy.
She talks about Pinterest, lessons learned around imagery, contest ups and downs, and more.
Smart Social Summit 2017 | Tomorrow's Customer Experience is Happening Today:...Spredfast
We’ve heard Seth Godin’s famous assertion, “Content marketing is the only marketing left.” But “content marketing” now means a world of interactivity, immersive experiences, user-generated content, technological innovation and more. How are you balancing your consumers' needs with your need to stand out? Join these content marketing experts as they share their secrets and content marketing strategies for successful content marketing today and tomorrow.
In this webinar, teach you how to boost creativity as you work through all stages of the creative process. As you build your social campaigns, implement them, and analyze their results, we will show you how to stay motivated - and creative - to achieve your best campaigns.
You will learn:
How social listening can lead to your strongest, most creative campaigns
How to identify signals that your campaign is working and reaching the right audience
Effective tips you can implement in your social strategies to make them more creative
Your audience doesn’t trust brand messaging. So how can you truly engage with them?
Social media provides a conduit to engage with trustworthy influencers who can relay your brand messages, reach your target audience and make your story resonate.
Join Cision’s Natalia Dykyj and Stacey Miller to learn how to use social media to build mutually-beneficial relationships with the influencers your audience trusts.
They’ll show you how to:
- Grow closer to your audience by targeting key influencers
- Identify relevant contacts using the right tools
- Build rapport with social media best practices
- Get on influencers’ radars by engaging across mediums
5 ways to make big data small, presented by Sharon CrostSocialMedia.org
In her Brands-Only Summit presentation, Hitachi Data Systems' Global Online Marketing and Social Media Manager, Sharon Crost, explains how they're using social technology and "big data" pipes to gain insight into the buyer's aggregate online activity
She also shares how they leverage that information to nurture customers through an online journey.
Social data intelligence, presented by Susan EtlingerSocialMedia.org
In her Brands-Only Summit presentation, Altimeter Group's Industry Analyst, Susan Etlinger, talks about how leading organizations are deriving actionable intelligence from a holistic view of social enterprise data.
She discusses the challenges, opportunities, and the criteria required to achieve social intelligence maturity.
Smart Social Summit 2017 | The Short Attention Span Antidote: Mastering & Mon...Spredfast
Content marketing is king and a majority of marketers—52%—worldwide agree that video content boasts the most ROI. That makes video, whether 360, live, vertical, or traditional, the most in-demand form of consumer engagement. So how do you unlock this ROI and monetize video? From creative considerations to the consumer experience, this session will explore what it takes to connect with your audience via this content powerhouse.
Pinning for fun and profit, presented by Natanya AndersonSocialMedia.org
In her Brands-Only Summit presentation, Whole Foods Market's Director of Social Media and Digital Marketing, Natanya Anderson, shares the broad-based lifestyle approach they’ve applied to their social media strategy.
She talks about Pinterest, lessons learned around imagery, contest ups and downs, and more.
Smart Social Summit 2017 | Tomorrow's Customer Experience is Happening Today:...Spredfast
We’ve heard Seth Godin’s famous assertion, “Content marketing is the only marketing left.” But “content marketing” now means a world of interactivity, immersive experiences, user-generated content, technological innovation and more. How are you balancing your consumers' needs with your need to stand out? Join these content marketing experts as they share their secrets and content marketing strategies for successful content marketing today and tomorrow.
In this webinar, teach you how to boost creativity as you work through all stages of the creative process. As you build your social campaigns, implement them, and analyze their results, we will show you how to stay motivated - and creative - to achieve your best campaigns.
You will learn:
How social listening can lead to your strongest, most creative campaigns
How to identify signals that your campaign is working and reaching the right audience
Effective tips you can implement in your social strategies to make them more creative
Your audience doesn’t trust brand messaging. So how can you truly engage with them?
Social media provides a conduit to engage with trustworthy influencers who can relay your brand messages, reach your target audience and make your story resonate.
Join Cision’s Natalia Dykyj and Stacey Miller to learn how to use social media to build mutually-beneficial relationships with the influencers your audience trusts.
They’ll show you how to:
- Grow closer to your audience by targeting key influencers
- Identify relevant contacts using the right tools
- Build rapport with social media best practices
- Get on influencers’ radars by engaging across mediums
5 ways to make big data small, presented by Sharon CrostSocialMedia.org
In her Brands-Only Summit presentation, Hitachi Data Systems' Global Online Marketing and Social Media Manager, Sharon Crost, explains how they're using social technology and "big data" pipes to gain insight into the buyer's aggregate online activity
She also shares how they leverage that information to nurture customers through an online journey.
Social data intelligence, presented by Susan EtlingerSocialMedia.org
In her Brands-Only Summit presentation, Altimeter Group's Industry Analyst, Susan Etlinger, talks about how leading organizations are deriving actionable intelligence from a holistic view of social enterprise data.
She discusses the challenges, opportunities, and the criteria required to achieve social intelligence maturity.
Guest: Serena Ehrlich, Director, Social and Evolving Media at Business Wire
What PR professionals will learn:
Simple ways to get your story noticed
Why data is your friend
How to choose the metrics that matter most
How to lead a social media engagement strategy, presented by Ryan DickersonSocialMedia.org
In his Brands-Only Summit presentation, Cox Media Group's Ryan Dickerson teaches a class on how to lead a social media engagement strategy.
He shares how to build a scalable, effective plan to engage customers, fans, and critics in social conversations.
Brands-Only Summit Social Media Case Study: United Airlines, presented by Lor...SocialMedia.org
In their Brands-Only Summit presentation, United Airlines' Manager of Social Media Programs, Lora O'Riordan, and Director of Social Media, Karin Moan, share how their merger with another airline led to the creation of a new social media team.
They explain how the new team combined marketing, operations, and everything in between to focus on customer service and responding.
Advanced Analytics: Are your campaigns effective?Cision
Most communicators know the importance of measurement, but few know how to do it correctly. Do you?
Cision PR Edition helps you prove the value of your communication by giving you a 360-degree view of your campaigns through easy-to-understand reporting and advanced analytics.
Join Cision’s Shawn Dooley for a free webinar to learn how to report on the impact of your campaigns. Shawn will show you how to:
- Measure your impact through competitive analysis
- Better understand your brand with performance metrics
- Create targeted communication with key message analysis
- Showcase your efforts through illustrated reports
"The Most Powerful Brand on Earth," presented by Susan EmerickSocialMedia.org
In her Brands-Only Summit author discussion, Brands Rising's Susan Emerick, talks about her book, "The Most Powerful Brand on Earth: How to Transform Teams, Empower Employees, Integrate Partners and Mobilize Customers to Beat the Competition in Digital and Social Media."
She shares the secrets to building a successful employee advocacy program with a roadmap to harness the power of empowering employees and partners to build trust and advocacy in social media.
Risks and Rewards of Celeb & Influencer Social VoicesSpredfast
You give your platform over to a celebrity or an influencer. Then what? The truth is celeb and influencer control over social has benefits and challenges alike. Learn how social and marketing teams are leveraging celebrity, influencer, and sports talent voice—and weathering its inevitable challenges.
CUBoulder MDST1002 Social Media ListeningMatt Duncan
Slides that Melissa Cech and I used in a presentation to CUBoulder MDST 1002 students about Social Media Marketing (with focus on listening) on March 21, 2018. Q&A in Twitter with #askcumatt
The 2017 State of Social Marketing Report RevealBryan Blackburn
In this live-recorded webinar, we unveil the findings from our 2017 State of Social Marketing Report.
With responses from nearly 2,800 marketers from 111 countries, this is our biggest report yet. You will get a detailed look into the social media industry in 2017 - including:
Challenges and successes of marketers from across the world
Social media budget forecasts through 2020
The rise of influencer marketing
Paid social and its role in business objectives
Bulldog Reporter webinar - Stop Doing Stupid Stuff: Using PR Measurement to M...Agility PR Solutions
• Connect the dots between your daily activities and business outcomes
• Develop customized metrics that reflect your value and contribution to business results
• Define benchmarks against which to judge performance
• Extract insight from your data
Guest speaker: Katie Delahaye Paine
Founder of KDPaine & Partners Inc., The Delahaye Group and Paine Publishing, author, Senior Fellow and Advisory Board member of the Society for New Communications Research (SNCR), initial founder of the Institute for Public Relations Measurement Commission, regular contributor to Communications World, PR Week, Business Marketing, and New Hampshire Magazine.
We are at a crucial time where everyone from senior level marketing directors to fresh out of college interns need to become better storytellers. Why is it you ask? Well, as we move into 2016, it’s harder now than ever to successfully communicate your brand story. Content marketing is no longer a trend, it’s the way brands speak to their audience. With attention deficit on the rise, everyone is out to duel each other in order to win over their audience.
TINT and Visually are joining forces to teach you all the powerful strategies to survive today's brutal market.
Here is what we will cover in this webinar:
-The origins of storytelling and what we can learn from Shakespeare
-How to tell stories that evoke emotion and motivate action
-How to make your visual content get noticed by even those with the smallest attentions spans
Influencer Marketing is one of the fastest growing and most effective forms of marketing today, but only if you really approach it with a well thought out, functional plan. This presentations gives you the information you need to start out right in Influencer Marketing!
KickApps Business Results with Social Media Seminar - ROI, Trends, Social Med...Mike Merrill
This is a presentation I delivered at the KickApps Business Results Seminar in Dallas on 2/25/2010.
Review of Social Media ROI, 4 Trends to Watch and information about the Social Media Club of Dallas
To keep customers coming back for more, you need to provide a variety of engaging content through your blog, social channels, press releases and more. View Jeff Barrett's "Convert More Customers With Video + Social" webinar presented by Cision and Social Fresh Conference.
Community to Cash: The Art of Building Social Media Marketing Campaigns that ...Ignite Social Media
Ignite Social Media Founder & President Jim Tobin and special guests Anita Root and Josh Gunderson from Carlson Rezidor Hotel Group give us an in-depth view of how they are using social media marketing to drive revenue and retain loyal customers.
This webcast teaches us:
- How to grow your communities by targeting and acquiring qualified fans and followers
- How to develop a content strategy that will engage and mobilize your communities
- How to turn your communities into revenue platforms
Sharing Social Intelligence across the BusinessBrandwatch
Unleashing the power of social data and connecting it to all business functions can have a major impact on business success. Keeping social data contained, feeding only marketing-related areas can hold companies back and prevent them from maturing.
In this webinar we discussed:
- Use cases for social insights beyond the marketing department
- The most efficient ways of activating social insights
- The contribution of social to business success
- Social intelligence vs traditional research methods
Taking the Value of Social Outside the Marketing OrganizationSpredfast
Within your marketing organization, there’s no doubt that your social programs drive bottom-line business value. So how do you spread that knowledge up to the C-suite and across the company? Learn how to extend social’s footprint to sales, social CRM, product, HR, and more.
Guest: Serena Ehrlich, Director, Social and Evolving Media at Business Wire
What PR professionals will learn:
Simple ways to get your story noticed
Why data is your friend
How to choose the metrics that matter most
How to lead a social media engagement strategy, presented by Ryan DickersonSocialMedia.org
In his Brands-Only Summit presentation, Cox Media Group's Ryan Dickerson teaches a class on how to lead a social media engagement strategy.
He shares how to build a scalable, effective plan to engage customers, fans, and critics in social conversations.
Brands-Only Summit Social Media Case Study: United Airlines, presented by Lor...SocialMedia.org
In their Brands-Only Summit presentation, United Airlines' Manager of Social Media Programs, Lora O'Riordan, and Director of Social Media, Karin Moan, share how their merger with another airline led to the creation of a new social media team.
They explain how the new team combined marketing, operations, and everything in between to focus on customer service and responding.
Advanced Analytics: Are your campaigns effective?Cision
Most communicators know the importance of measurement, but few know how to do it correctly. Do you?
Cision PR Edition helps you prove the value of your communication by giving you a 360-degree view of your campaigns through easy-to-understand reporting and advanced analytics.
Join Cision’s Shawn Dooley for a free webinar to learn how to report on the impact of your campaigns. Shawn will show you how to:
- Measure your impact through competitive analysis
- Better understand your brand with performance metrics
- Create targeted communication with key message analysis
- Showcase your efforts through illustrated reports
"The Most Powerful Brand on Earth," presented by Susan EmerickSocialMedia.org
In her Brands-Only Summit author discussion, Brands Rising's Susan Emerick, talks about her book, "The Most Powerful Brand on Earth: How to Transform Teams, Empower Employees, Integrate Partners and Mobilize Customers to Beat the Competition in Digital and Social Media."
She shares the secrets to building a successful employee advocacy program with a roadmap to harness the power of empowering employees and partners to build trust and advocacy in social media.
Risks and Rewards of Celeb & Influencer Social VoicesSpredfast
You give your platform over to a celebrity or an influencer. Then what? The truth is celeb and influencer control over social has benefits and challenges alike. Learn how social and marketing teams are leveraging celebrity, influencer, and sports talent voice—and weathering its inevitable challenges.
CUBoulder MDST1002 Social Media ListeningMatt Duncan
Slides that Melissa Cech and I used in a presentation to CUBoulder MDST 1002 students about Social Media Marketing (with focus on listening) on March 21, 2018. Q&A in Twitter with #askcumatt
The 2017 State of Social Marketing Report RevealBryan Blackburn
In this live-recorded webinar, we unveil the findings from our 2017 State of Social Marketing Report.
With responses from nearly 2,800 marketers from 111 countries, this is our biggest report yet. You will get a detailed look into the social media industry in 2017 - including:
Challenges and successes of marketers from across the world
Social media budget forecasts through 2020
The rise of influencer marketing
Paid social and its role in business objectives
Bulldog Reporter webinar - Stop Doing Stupid Stuff: Using PR Measurement to M...Agility PR Solutions
• Connect the dots between your daily activities and business outcomes
• Develop customized metrics that reflect your value and contribution to business results
• Define benchmarks against which to judge performance
• Extract insight from your data
Guest speaker: Katie Delahaye Paine
Founder of KDPaine & Partners Inc., The Delahaye Group and Paine Publishing, author, Senior Fellow and Advisory Board member of the Society for New Communications Research (SNCR), initial founder of the Institute for Public Relations Measurement Commission, regular contributor to Communications World, PR Week, Business Marketing, and New Hampshire Magazine.
We are at a crucial time where everyone from senior level marketing directors to fresh out of college interns need to become better storytellers. Why is it you ask? Well, as we move into 2016, it’s harder now than ever to successfully communicate your brand story. Content marketing is no longer a trend, it’s the way brands speak to their audience. With attention deficit on the rise, everyone is out to duel each other in order to win over their audience.
TINT and Visually are joining forces to teach you all the powerful strategies to survive today's brutal market.
Here is what we will cover in this webinar:
-The origins of storytelling and what we can learn from Shakespeare
-How to tell stories that evoke emotion and motivate action
-How to make your visual content get noticed by even those with the smallest attentions spans
Influencer Marketing is one of the fastest growing and most effective forms of marketing today, but only if you really approach it with a well thought out, functional plan. This presentations gives you the information you need to start out right in Influencer Marketing!
KickApps Business Results with Social Media Seminar - ROI, Trends, Social Med...Mike Merrill
This is a presentation I delivered at the KickApps Business Results Seminar in Dallas on 2/25/2010.
Review of Social Media ROI, 4 Trends to Watch and information about the Social Media Club of Dallas
To keep customers coming back for more, you need to provide a variety of engaging content through your blog, social channels, press releases and more. View Jeff Barrett's "Convert More Customers With Video + Social" webinar presented by Cision and Social Fresh Conference.
Community to Cash: The Art of Building Social Media Marketing Campaigns that ...Ignite Social Media
Ignite Social Media Founder & President Jim Tobin and special guests Anita Root and Josh Gunderson from Carlson Rezidor Hotel Group give us an in-depth view of how they are using social media marketing to drive revenue and retain loyal customers.
This webcast teaches us:
- How to grow your communities by targeting and acquiring qualified fans and followers
- How to develop a content strategy that will engage and mobilize your communities
- How to turn your communities into revenue platforms
Sharing Social Intelligence across the BusinessBrandwatch
Unleashing the power of social data and connecting it to all business functions can have a major impact on business success. Keeping social data contained, feeding only marketing-related areas can hold companies back and prevent them from maturing.
In this webinar we discussed:
- Use cases for social insights beyond the marketing department
- The most efficient ways of activating social insights
- The contribution of social to business success
- Social intelligence vs traditional research methods
Taking the Value of Social Outside the Marketing OrganizationSpredfast
Within your marketing organization, there’s no doubt that your social programs drive bottom-line business value. So how do you spread that knowledge up to the C-suite and across the company? Learn how to extend social’s footprint to sales, social CRM, product, HR, and more.
Working While Human: Building Winning, Inclusive TeamsSpredfast
What does it mean to thrive at work today—as a minority or otherwise? Hosted by Spredfast, this panel will address the reality of succeeding at work for all people today, as well as explore how internally created groups can strengthen that world even further—and how businesses can empower those communities to ensure their success.
Working While Human: Building Winning, Inclusive TeamsSpredfast
What does it mean to thrive at work today—as a minority or otherwise? Hosted by Spredfast, this panel will address the reality of succeeding at work for all people today, as well as explore how internally created groups can strengthen that world even further—and how businesses can empower those communities to ensure their success.
Popular Chips Insights is the world's first Social Media Analytics tool able to monitor Influencers and Competitors on Instagram and present unique Demographic reports like followers country, age and gender distribution.
SXSW Interactive is amazing this year! I’m talking VR, AR, IoT, enter next acronym here, and even the P.O.T.U.S. made an appearance.
SXSW plays an increasingly important role in revolutionizing interactive media. While often known as a hotbed for tech startups, it’s the discussions around practical applications of such media, the opportunities they present, and the surrounding implications that have attracted the attention of a growing number of brands, platforms, and creators each year.
In this webinar we share key takeaways from SXSW 2016 and discuss what each means for the year ahead.
Saving Grace Uganda Social Media StrategyJoel Kuhn
Social Media strategy for Saving Grace in Uganda.
*NOTE: Some statistics are fictionalized for educational purposes. Not an official organization document.
From Fans to Advocates: How to Build Community and Grow #BrandLoveHootsuite
What is community? How can making community central to your business help you grow? Beyond likes, +1s, shares and RTs, how can brands engage with their audiences to build lasting relationships that take them from fans to advocates? Hootsuite’s VP Community & Customer Experience, Jeanette Gibson, and Dr. William Ward, Director, Education Strategy share best practices and real-world examples of how a strong community of fans and followers can become a powerful tool in activating others to get involved and fall in love with your brand.
WeSpire GreenBiz Webinar_Changing Behavior Through Purposeful Work: The Journ...WeSpire
Follow along the slide deck from WeSpire's webinar "Changing Behavior Through Purposeful Work: The Journey to 100% Engagement," on June 23, 2015 with speakers from Aveda Corporation, the Alcoa Foundation, and GreenBiz. (Original webcast on June 23, 2015)
The Key to Success on Social Media - Samantha Singer - Marketing Success - Au...Marketing Success
The topics will include:
- principles of social media marketing
- how to generate revenue through social media
- social media ads – are they worth it?
- using social media in an authentic manner
- Facebook, Twitter, Periscope, Snapchat – how to determine the relevant social media channels available
Internal and external audiences: developing a strategy to engage hearts and m...CharityComms
Alina O’Keeffe, engagement manager, Sands, the stillbirth and neonatal death charity
Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk
With 17 weeks left until Giving Tuesday, the time to start planning your End of Year campaign is now. Our fundraising and user experience experts discuss tips, trends, and strategies to jump-start your End of Year planning.
As influencer marketing continues to evolve and mature, more and more brands are doubling their investment this year. In this week’s webinar, we will deep dive into how to get influencer marketing right for your business. This session will be led by Kathy Baird, Managing Director of Content & Social at Ogilvy North America and Robert Davis, Head of Advance Video Practice at Ogilvy New York.
We will look at:
- Latest influencer trends
- Methodology to working with influencers
- What to look out for in the second half of the year
Jerry Ward, MD of Press Data and a Director of AMEC, delivered a presentation and workshop on the measurement and evaluation of communication, including the Barcelona Principles and AMEC's new framework.
www.prfest.co.uk
Spredfast SmartSocial Summit | We Still Really Just Want a Good Story | SlackSpredfast
Presentation from breakout session at Spredfast + Lithium SmartSocial Summit:
We Really Just Want a Good Story: Engage Your Audience with Winning Content: https://sched.co/FTQA
SmartSocial Summit | The Next Generation of Partnerships : Southwest AirlinesSpredfast
Southwest Airlines' presentation for The Next Generation of Partnerships.
Whether you’re partnering with influencers, brands or talent, there’s no question that the whole is greater than the sum of its parts. But to make the biggest mark, partners must be joined by one vision and one purpose. Join this session to hear how these brands partnered to up-level their digital presence and make an impact.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Everyone knows the power of stories, but when asked to come up with them, we struggle. Either we second guess ourselves as to the story's relevance, or we just come up blank and can't think of any. Unlocking Everyday Narratives: The Power of Storytelling in Marketing will teach you how to recognize stories in the moment and to recall forgotten moments that your audience needs to hear.
Key Takeaways:
Understand Why Personal Stories Connect Better
How To Remember Forgotten Stories
How To Use Customer Experiences As Stories For Your Brand
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
7. 75%
Of TV Viewers
Engage with a
Second Screen at
least Once a Month
57%
Of Weekly Social Impressions for
Programming Related to Live Air
Viewing
7.5X
Lift in Follow Rate when On-
Air Programs Live Tweet
5.3%
Reduction in Total
Complaints After
Implementing Social
Care
30%
Of Customers
Prefer Social Care
to Traditional
Phone Care
5%
Customer Retention
Increase Leads to
25%
Increase in CLV
7.1%
Increase in
Customer
Retention Rates
After Implementing
Social Care
*Sources: McKinsey & Company, Aberdeen Group, and Reichald, HBS Press
Industry Research Metrics
8. “1:1 social media interaction
is the new autograph.”
- Jen Tulicki, Social Media Manager - Chicago Bears
9. Social Care at Airbnb
From 1-2-1 Interactions to
Building Fans for Life
Andrea Finnegan
Global Manager, Social Media Care
Airbnb
@FinnyAndy
22. Impact of Organizational Structure
CURRENT LIMITATIONS
● Current structure
stacked and siloed
● Not scalable nor optimized
for closed loop resolutions
● Monitoring done by
marketers not customer
service agents
FUTURE OPPORTUNITIES
● Add a new customer service channel
● Move to hub and spoke structure
● Create an approach that can grow to
meet customer need
● Train customer care agents to monitor
inbound customer care interactions
24. “Aloha is the essence of
relationships in which each
person is important to every other
person for the collective
existence”
- Excerpt from The “Aloha Spirit Law” of Hawaii, 1986
25. Question + Answer
Chris Kerns
Spredfast
@chriskerns
Sean Lin
Facebook
Andrea Finnegan
Airbnb
@FinnyAndy
Asiana Ponciano
Hawaiian Airlines
@AsianaPonciano
Editor's Notes
Key Takeaways/Message for audience at end of presentation:
Scale & growth of the social care volume we’re dealing with
Diversity of the queries we get and the importance of us dealing with it promptly and well: we’re the voice of Airbnb in many cases
Power of 1-2-1, if you get it right, you have fans for life and that’s the differentiating factor
Companies that implement social care as a part of an omni-channel care strategy see an average of 5.3% reduction in overall complaints. (Aberdeen Group)
Consumer preferences are changing with 30% of customers indicating that they prefer social care to traditional phone care. (McKinsey & Company)
Just a 5% increase in customer retention can lead to up to a 25% increase in customer lifetime value. (Reichald, HBS Press)
Social care has real impact on long-term customer loyalty. Customers who engage with a company via social see an average of 7.1% increase in customer retention rates. (Aberdeen Group)
Guiding Questions:
What results have you seen when starting to be more actively engaging with customer care inquiries on social?
Have you seen a correlation between your social care program and customer retention rates?
Key Takeaways/Message for audience at end of presentation:
Scale & growth of the social care volume we’re dealing with
Diversity of the queries we get and the importance of us dealing with it promptly and well: we’re the voice of Airbnb in many cases
Power of 1-2-1, if you get it right, you have fans for life and that’s the differentiating factor
Talking points:
Thank you for the introduction Chris, Good morning everyone, really excited to be here today and to have the opportunity to share a little about how we look at social care at Airbnb
So, I’d like start by sharing a number with you: 135,000. We receive on average 135,000 actionable mentions to our social care team each month and this number is doubling for us every year, in some markets the number is actually tripling.
To be honest, that number really keeps me up at night!
It keeps me up at night as our aspiration is to not just to respond to those numbers (which in itself can be a challenge , right?) but to also ensure that each user has a positive or even an amazing experience when they interact with us on social so that they feel cared for and part of our community/our family, want to be fans for life. We see that as a huge opportunity, not always an easy task
Talking points:
So, how do we approach this opportunity?
So, our volumes are high but due to the nature of our business model (offering unique experience in over 193 countries) , the diversity of our queries is also large, so at a high level we try to address this by separating that incoming volume into different themes/buckets and addressing each bucket slightly differently
3 key buckets:
1st bucket: Traditional care questions: the importance here is catching things and turning them around quickly
2nd bucket: Community Outreach: showing we care during times when our community needs us most
3rd bucket:Surprising & Delighting our Community: Identifying opportunities to engage positively with our users/community:
To summarise all that into 1 sentence, I’d say our community look to us as the voice of Airbnb, they want to know what we stand for as a brand, that’s a huge responsibility and how we interact with them on a 1-2-1 basis has a huge impact on that perception of us as a brand and on whether we can meet our aspiration of making people feel like part of our community
Talking points:
To illustrate these buckets, I’d like to share with you some real examples:
First example, is a care example that underlines the importance of us being able to pick up and turnaround any MOT care issues quickly
In Samatha’s case, she arrived to her Airbnb late one night to find it didn’t meet her standards. You can see her tweet here: I”m stranded in Toyko at 12am, airbnbhelp plz help!
Due to having 24/7 support, we were able to pick this up quickly, got the information we needed from her from DM, understand what she needed, solved the problem and ultimately turn the situation around and here you can see her response: thank you for being life savers, and calling out the team member who helped her.
The takeaway here is how important it is to catch those MOTS quickly and deal with them appropriately.
Talking points:
The 2nd example is a community outreach example that illustrates the importance of showing we care during times when our community needs us, this is about knowing how to respond to incoming 1-2-1 queries but also being more proactive in OB communication
For example, over this summer we sadly had a lot of forest fires in NA as well as some floods, in this example, Clare reached out to us to ask how we were supporting the floods in Louisiana
The social care team worked with our comms and internal disaster team and quickly spoke to our community and advised that we would be supporting by opening up the disaster response tool which means that hosts can house displaced residents w/o Airbnb fees/ no charge from host
You can see a response from a member of our community…
So, the learning here is being there when needed, having an answer and showing we care
State of emergency...
Talking Points:
The 3rd example is a surprise and delight example. And this example illustrates that sometimes it’s not always clear what action we could take but it’s clear there’s an opportunity to engage/help turn a situation around… a great opportunity to surprise and delight for us to engage with our community and build a relationship.
Take for example, the story of Stowford & Phil and a longtime host of ours Phil. Stowford is the long suffering turtle of Phil
Phil put this ask out on Twitter…I won’t read this one out like the last one, I’ll let you do that… (pause)
Sooooo, basically, some Airbnb guests didn’t realise that by turning off certain switches while staying at Phil’s that they were actually turning off Stowford’s heatingin his tank and putting him at risk….
We reached out to Phil asking how we could help and he declined saying no real way we could, but we decided to try and address this situation somehow, showing that we care…
And sent the following to Phil: a dummies guide to turtles and tortoises for Phil’s future guests!
The insight here: look for opportunities where you can proactively reach out to users make them feel special no matter what the situation
Talking points:
So, to sum up, For Airbnb, our users/community are turning more and more to social. 1-2-1 social incoming volume is huge and is continuing to grow fast
The diversity of queries is vast, timeliness to respond is key and our users’ expectations are high as they should be.
And what we’re seeing is that we’re not just seen as a customer care team, we’re really seen as the voice of a brand Airbnb: huge opportunity and responsibility for us but also a huge opportunity
So, for us, 1-2-1 interaction on social is about being there when our users/community need us most, it’s about showing we care, it’s about building relationships and building a community of fans/advocates for life.
We feel that’s what will be our differentiating factor, that’s the power of 1-2-1 social care.
I’ll leave you with the words of one of our community members (Ellis Boyle): (show up and read tweet) which summarises nicely what we’re trying to achieve at Airbnb:
Thank you.
At Hawaiian Airlines, we’re welcoming, authentic ambassadors of our home, Hawaii - which is made up of 8 islands and we operate 170 daily flights between the major islands
Since Hawaii is our home town, we promise to offer authentic Hawaiian hospitality to our guests
We want our guests to experience the sights, sounds, and Aloha spirit of Hawaii at every touch point long the customer journey
Being a leisure carrier centered around a destination, our network and average traveler is different from larger carriers such as Delta and United as well as airlines similar to us such as JetBlue and Alaska Airlines.
Network wise, we have routes serving New York City to Beijing with 19 mainland and 13 international daily direct flights to Honolulu and 170 Neighbor Island flights a day.
Our inbound traveler traveler from North American and our International Destinations are either visiting Hawaii for the first time or visit twice a year. Many are celebrating milestones like Honeymoons and family vacations.
Our Neighbor Island travel are mostly made up of locals who use us to commute. They are very familiar with our company and most are HawaiianMiles (our frequent flyer program) members.
What this mean to the social media marketing team?
For those inbound travelers, we’re more experiential than transaction. Meaning people are traveling on us more so for pleasure than business.
For the local traveler, they depend on us for getting to their job or to see their family.
Our travelers are not turning to social for customer service as much as business travelers do, but when they do it’s important that they receive high quality service since their reasons for travel are much more personal (and perhaps a larger investment).
For the local traveler, it’s important that we understand who they are and why they depend on us. It’s important that they trust us and are proud that we’re their hometown carrier.
To give you an overview, we have three Facebook pages - an English facing page, a Japanese and Korean page, five Twitter channels - one main branded channel along with a few other focuses channels and one in Japanese and Korean, a Weibo and WeChat page, an Instagram page and a YouTube page.
This is all ran by two full time employees - who do everything from content creation, customer care, and overseeing international agencies who manage our international pages.
By identifying the attributes of our guests, we’re able to build our content and customer care strategies, but it’s a balancing act.
When it comes to our content strategy, our objectives are to
Acquire new audience members
Keep our audience engage by enticing them to perform a social actions such as Sharing, Commenting, and Liking
Increase brand awareness by targeting the right audience members through investing in Facebook and other social media ads
Educate prospecting travelers by serving content that showcased our service and more so our destination from a local perspective
When it comes to our social customer care or community management, our objectives are to
Acknowledges customers when they speak to us
Retains existing members by remaining highly responsive
Carries through our brand promise of authentic Hawaiian hospitality in each 1:1 interaction
Positively influence public opinion by engaging with customer in a transparent, helpful way
Remain competitive by constantly improving social customer care processes
We know what our objectives are, but when it comes to tactics, we’re still refining our approach
We’ve able to manage customer care at the moment with two employees because the volume isn’t high
When examining the inbound volumes of the Twitter channels of our competitors we saw as much as 80% less inbound message come in and even more compared to a legacy carrier like United
This could be due to the attributes of our guests or the fact that we don’t promote our Twitter channel as a customer call center like many other airlines do today
That being said it doesn’t mean that volume is remaining flat year over year. We’re seeing a slow growth of customer issues come through social, and we’ve tried to adapt
When we looked deeper into the overall volume of inbound messages, we see that unique customer interactions are fewer than the overall volume
As you can seem, in August we saw about 275 unique 1:1 customer interactions
We label customer service interactions with an issue label
Usually issues are around Reservations, Delays, and Baggage Claims make up most of the issues we see, but there are times when other issues pop up
During this particular month, we experience a PR flare up around our surfboard policy
Despite having less customer service issues and overall inbound messages, our team of two has to be monitoring 7 days a week 8am - 11pm HST
On the customer care side, these two members act as a triage center for all customer service issues since they are not customer service agents and I’ll go into this limitation on a later slide
Our social media team predominantly focuses on managing the outbound content
Our content is core to our social media marketing strategy
We believe it’s what keeps our audience engaged while showing how Hawaiian Airlines is the only airline serving guests with authentic Hawaiian hospitality.
In August, we published 146 pieces content through our English Facebook, Instagram, and Twitter.
As you can see by the Content Labels, we had a mix of content - Archive photos for Thursdays, general photos of Hawaii, our fleet and employees, fare promotions, information about our loyalty program, and destination related content from our website
We’ve integrated videos and influencer marketing in to our content mix, but with a team of two, we really depend on post analysis to look at what types of content performs well in each channel.
At times, it does get overwhelming toggling between the content and customer care
Which brings me to talking about how organizing one's social team impacts results.
With our current structure, our two full time employees aren’t able to deliver fill customer service, from pre-trip to post-trip issues, along with real-time issues - making it impossible for us to turn our Twitter channel into a call center
Despite being training on our Terms and Conditions, Contract of Carriage, and HawaiianMiles program, our social media team works in a silo
We’ve made some progress in improving the triage process by making it more streamlined by gaining access to various customer relations management systems or refining communications processes across the company
From a customer standpoint, resolutions aren’t always done seamlessly when reaching out to us via social
That being said, we’re moving towards capitalizing on future opportunities
Currently, we’re working with the Customer Contact team to build the case toward breaking down silos so we could perhaps add a social media channel to our customer service operation
Right now, we’re in the analysis phase of mapping current process, tracking volume and issue by type, and tracking time to resolution
Then we’ll use projection models to determine investment levels as well as organizational restructuring
Eventually I would like to see us move away from a gatekeeper type structure to a hub and spoke model where the social media team serves as the channel owners but train others on that channels so it can be used for customer care and other functions like HR recruitment, employee engagement, etc.
And we’re doing so because as a company we care about the customer journey at all touch points and we want to remain consistent in the delivery of the authentic Hawaiian hospitality
For us, delivering Hawaiian hospitality is important to us because we consider ourselves ambassadors of Hawaii. We want our guests to experience the sights, sounds, and Aloha spirit of Hawaii.
It’s that Aloha spirit that drives our unique brand of hospitality and our brand itself
We show Aloha by welcoming our guests warmly, sharing with an open heart, and treating them with kindness, tolerance and understanding
By having a brand promise like this, it’s even more important that each touch point along our customer’s journey is infused with Aloha, and sometimes there are moments along that journey when that isn’t the case, but in the social space we opportunities to win customer back.
I have an example of those small win-backs that speaks volumes when does with a little Aloha
Guests sent us a private message through facebook, saying that he forgot his iphone on a flight
Filed a report when he arrive at our baggage claim
Called baggage claim and encountered a less than stellar process that required the guest to give his password over the phone to the agent.
The guest felt that the agent was rude and not understanding when the guest refused
Guest turned to social to air frustration
We went back to baggage claim shared the message with the team there
They confirmed they have the phone and we advised that they make an exception about requiring the password in order to release the phone
The guest wrote back to us saying I contacted you on Facebook was professional and got the job done. Thanks a million.
End with a expert for a piece of legislation that was enacted in Hawaii in 1986 and that’s the Aloha Spirit Law