How Does Social Listening Change the Way You Do Business (and Create ROI)?

This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of How Does Social Listening Change the Way You Do Business (and Create ROI)? This webinar featured Mikael Lemberg (@Lemberg) Director of Product Management at Falcon Social, Andrew Ashton (@AndrewLAshton) Digital Marketing […]

Is It Time To Reconsider Sentiment Scoring?

In a recent blog post called The Problem with Automated Sentiment Analysis from Fresh Networks, a social media agency, they evaluated a few sentiment tools and their results are quite similar to what we’ve found in a number of our own experiments:

– About 80% of posts are neither positive nor negative.

– Sentiment […]

11 B2B Marketing Predictions for 2011

Around this time last year I wrote about the 10 B2B Marketing Predictions for 2010 and while I would say 7 out of 10 have already materialized and the others are on their way. So that begs the question – what’s on the horizon specifically for B2B Marketers next year?

Here are 11 concrete ways […]

Brand Advocates vs Brand Adversaries – it’s a Very Thin Line!

Everyday I provide support on the social web to customers. For the last 18 months we have solved hundreds of issues both small and large for customers around the globe, some as quickly as 15min others as long as 24 hours. But what’s becoming clear to me is that real time communications is essential in […]

Social Customer Support: AT&T is doing it Right!

I have been an avid iPhone user almost since the day it came out. I just had to have one and it killed me that it took a week to get one when it first hit the market. I love everything about the iPhone except the fact that it has been hard to actually use […]

Location is important for your Contact Center too!

Location Based Services (LBS) are becoming all the rage now. Start up companies like Foursquare which is a web based check in service where you can declare your location to your friends, and even popular sites like Twitter and Facebook are getting into the act and attaching location based information about your status updates.

Clearly […]

Customers don’t care about Channels

Let’s face it at this point social media has gone mainstream. Customers are not only surfing the web looking for information but more and more they are relying on social media to get their information.

Your customers can seamlessly move from web to social to call center to your front door. But do you treat […]

Reputation Management for New Media Survey – How ready are you?

One of my goals this year was to do a study on reputation management. As we all factor in the effects of new media on our brands, I felt this was a topic with long-lasting appeal to every marketer.

My hypothesis going into the creation of these questions was that B2B marketers (including yours truly) […]

5 Ways to Prevent a Reputational Disaster

Lots of brands are finding out the hard way that there are plenty of conversations taking place about them online. For good or bad.

Many brands choose to ignore this. But hope is not a strategy.

Since consumers rely heavily on the Web as an authoritative source of information, managing a brand’s online reputation has […]

Radically Transparent Reputation Management – a podcast with Andy Beal

Brand building and reputation management are two sides of a coin. What brand managers do to build their company’s reputation can come crashing down overnight with the keystroke of an angry blogger.

Managing a company’s reputation used to be a back-channel activity, known only to a few. Today, company reputation is available to everyone. It […]