Podcast Episode: Social Media and Customer Service How does social media impact the customer experience? How can your business benefit? Studies show that customer using a social channel expect and answer within one hour. Get some tips & tricks for making the most out of your social listening data. Listen now: Social Media and Customer Service

Using Social Media For Customer Service

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Social marketing is really a series of micro moments, and there's a lot to it. Small businesses can find this especially challenging, as they may feel that it's more difficult to be seen in social and trying to do it all with limited resources. However, there are so many great opportunities out there to get some great insight into customers and build a foundation for a social presence. Darcy Sullivan of Propel Marketing & Design, talked about a lot of great strategies, tips, and advice for building a strong social presence. She talks about the importance of building a foundation with strong SEO and offers other great advice, including: How to use social conversations to REALLY learn about your customers & how personality matching can be effective Using competitive insight in ways you may not have thought of (reading competitor reviews? Why?) How to align keywords, SEO, and content creation around the ways people are now searching for information How to own and benefit from negative reviews Darcy shared an example of this last point, and I wanted to share links to the commercial she talked about, and another great example of using negative feedback to your benefit: Ski slope commercial Restaurant advertising using negative feedback If you'd like to connect with Darcy, you can find her on LinkedIn or Propel's website.  Listen: Small Business Opportunities for Building a Social Presence

Small Business Opportunities for Building a Strong Online & Social Presence

It’s been a wild ride….where has social taken us, and where are we headed in 2020? I had the opportunity to talk with Michalis Michael of DigitalMR, who I originally talked with in February, 2018. You can listen to that episode here. Back then, we talked about the state of social monitoring, listening, and intelligence and he made some predictions for 2020. So here we are…..was he right? Listen as Michael and I talk about what’s happened in the last year and a half, what’s new, and what we need to pay attention to in 2020. He also shares a new prediction for 2023. As references to our conversation, you will want to take a look at this great resource from Esomar, " Briefing questions when considering tools and services for unstructured data – text, images, audio, and video"  and get familiar with Social Brand Performance Score & Digital Brand Equity Scores, which Michalis explains during our conversation. These are two terms we will need to become familiar with in the new year as they work toward providing insights and measurement/guidance for marketers and researchers in the coming year. We also touch on DigitalMR's listening247® service. You can learn more about it here.  Please take some time to learn more about Michalis and DigitalMR. You can visit their website or connect with Michalis on LinkedIn or Twitter. Listen: The State of Social With Michalis Michael, DigitalMR

The State of Social - Where We've Been, Where We're Headed...

We talk about brand building for companies and on a personal level as adults, but what about kids? Is it too early to start building your brand as a child? Absolutely not! Our kids are growing up in an online, social world. We need to keep them safe while helping them understand that their online activities will follow them throughout their lives. I had the opportunity to talk with Josh Ochs from SmartSocial. He shared some information about his work with parents, students, and schools and how to help navigate social sites and apps. You can learn more about SmartSocial by visiting their website, or you can learn more about Josh and his Digital Drivers Ed Program on the Smart Social website. He has a great app review section on his website, which you can access here. Feel free to reach out to Josh on Linkedin to get to know him, and watch our video chat while we recorded this episode! Listen: Keeping Kids Safe & Building Their Brand Online

Keep Kids Safe Online While Building Their Personal Brand

Did you know that cats prefer Apple products, while dogs tend to be more sporty, preferring Adidas?  As marketers are moving away from vanity metrics & realizing there is so much more to the story, research & listening has expanded beyond traditional text based listening into visual. This episode talks about visual image recognition and how it is used in social listening & research. Vad Sapozhnykov, Marketing Director at YouScan, talks about how it works, what insights can be gained, and how it is being incorporated into more traditional programs. He talks specifically about situations in which: Brands identified influencers through image recognition A brand quickly realized their branding was displayed at an event that they did not support Two brands compared side by side found that the reasons people were discussing each brand were very different, allowing for not only marketing insight but competitive intelligence To learn more about YouScan, you can visit their website or connect with Vad on LinkedIn or Twitter to get to know him better! Listen: YouScan & Visual Listening Through Image Recognition

Cats Prefer Apple Products, Dogs Prefer Adidas: Visual Listening & Research

The more we can clap for each other, the better the world will be… That is the premise behind Videosocials, a program that launched earlier this year designed for folks who know the importance of incorporating video into their social strategy, but realize being on video is not their favorite past time. What is Video Socials? Who’s behind this new social program? Meet Vik Rajan, cofounder of PhoneBlogger.Net, who launched Videosocials earlier this year. He talks about the importance of video in social strategy, and how this program helps people become comfortable in front of a camera and learn how to leverage video in the social landscape. Don’t forget to connect with Vik on LinkedIn and Twitter, and learn more about his company, phoneBlogger.net. Listen: What You Need to Know About Video & Social Strategy

Using Social Media For Customer Service

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