Four key trends in social media customer service
Social media customer service isn’t an optional extra these days. As customers, we chose to contact businesses at the time, and on the channel, that best suits us.
Tamara Littleton
Seven steps for managing social media for live events
Social media has become the main place for people to share their experience of events as they happen.
Three ways brands are using emotional analytics to connect with customers
Social media has dominated my working life since its inception.
It’s been fascinating to see the evolution of brand communication as it moved away from brands talking at people, towards the creation of a dialogue with customers, fans and followers.
Instant social: How can brands connect with people in the moment?
Brands have had great success using social media to start conversations with fans and followers.
However, with the advent of instant social apps, brands now need to find new ways to connect in the moment.
How service providers are using social to connect with customers
It can be tricky enough for brands to engage people over social media, but what about service providers?
What about the shopping malls, theatres and transport hubs that we use every day?
Why Pharma marketers are increasingly turning to social media
It wasn’t long ago that pharma brands tended to avoid social media.
The strict regulation of the industry’s advertising communication still acts as a motivator for the industry to be cautious with social content, yet increasing numbers of brands are taking to social media anyway.
What’s changed?
The role of artificial intelligence in customer communications
Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.
The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element?
How do the most popular brands manage blog comment sections?
Around 15 years ago, forums and blog comment sections were staples of brand-to-fan communication. But the world’s moved on.
While many choose to focus on social media channels, some of the world’s most popular brands still blog as they have spent years attracting readers and building an engaged community.
But how do they manage reader comments to ensure the engaged community doesn’t become a free-for-all?
Six ways brands can relate to Generation Z
Today’s teens live and breathe social media, they are constantly connected, use multiple devices and often create content as much as consume it.
They also relate to social media, news and content differently to the more familiar Gen Y market.
Brands that want to reach the Gen Z audience need to change the way they communicate, it’s still a conversation, but it’s also about understanding teenagers, and respecting their opinion and their privacy, their creativity and their need to share.
How to create and manage brand advocates
While we may refer to them as brand advocates, those people who support a brand especially when it’s facing some kind of crisis, are really just passionate fans.
Fans who are willing and able to dedicate their own time to support a brand online, or in person.
Five ways technology could shape UK retail in 2015
The retail industry is going through an interesting time. Shoppers expect a more personalised experience, almost a return to old-fashioned values of the local store.
However, the proliferation of high street chains and supermarkets has made shopping rather more impersonal.
Technology means that can change though.
Three secrets of successful global social media brand campaigns
Scaling a successful social media brand campaign to reach (and be relevant to) millions of people across the world is no mean feat.
A truly international campaign will be relevant across different countries, cultures, languages and timezones.
The campaign might have a great creative idea at its heart, but the structure, process, management and team behind the implementation of that idea are what will define its success.
Here are my top three things to consider when scaling a social media campaign: