Fixing Customer Care: The New Social Marketing
Dave Evans | Social Media |       |  | Brand reputation and hence brand value is increasingly determined by customer experiences re-cast as content, posted and shared on the social web. Smart marketers are expanding their roles to include these essential touchpoints. An amazing thing is happening as a result: customer care is going social. You know the cliché: 1-800-BLA-BLAH, enter your account number, press 2, press 1, press 4. Then, when someone answers, tell that person your account number (again) and explain why... |
LinkedIn Shows Brand Love With Showcase Pages
Liva Judic | Social Media | |  | In what appears to be an effort to consolidate brand presence, LinkedIn has launched Showcase Pages, a complement to its now well-known Company Pages, with the important difference that now followers of the brand can interact directly with the specific branch, unit or business they are interested in. In a blog post today, LinkedIn highlighted the fact that followers had nowhere to show companies what they are actually most in to, among the various corporate activities. This... |
WeChat Official Accounts and What This Means for Marketers
Rudi Leung | Social Media | |  | WeChat is growing in warp speed. With a history of only 2.5 years, it already has over 400 million registered users worldwide (source: China Daily). Besides China, the mobile app is expanding rapidly in Southeast Asia such as Malaysia, Thailand, India, and Hong Kong. It’s also evolving and adding new functions in an attempt to become the world’s most popular mobile messaging app. WeChat 5.0, which launched in August demonstrated how ambitious it wants to become in mobile commerce,... |
New Pinterest Feature Lets Brands Showcase What's Trending on Their Site
Jessica Lee | Social Commerce | |  | Pinterest has been busy lately with feature releases like related pins, promoted pins, and now this: dedicated Pinterest pages on brand websites showcasing the pins that are trending around the brand on Pinterest. Pinterest explained in its announcement: Now, when you go to AllRecipes.com in search of Thanksgiving recipes, you’ll see the most popular recipes on the home page, chosen by fellow Pinners. Or, if you head to Zappos.com to get started on your holiday shopping, you... |
Are Social Media Metrics Lying About Your Brand and Customer Interactions?
Bryan Eisenberg | ROI Marketing | |  | A Bain survey recently shared that 80 percent of company executives believed they delivered a “superior experience” to their customers. But when Bain asked the executive's same customers about their own perceptions, only 8 percent of customers felt those companies were really delivering. That’s a huge disconnect. How can that be? Great metrics often disguise mediocre performance. That’s what happens when metrics are focused inwardly on company performance instead of customer... |
Measurement Without Experimentation is Vanity - How To Do Big Data Better
With big data, organizations have a choice: they can either discover new ways to thrive in times of change, or keep telling the same stories and re-quantifying what they already know.
Patti Hunt | Analyzing Customer Data | Print version Wolverine Unleashed Lets Fans Explore the Mutant Superhero Via Tablets
The tablet-based experience allows movie fans to explore Wolverine’s physical features and the physiological and psychological causes behind them as the sixth movie in the franchise becomes available on digital HD.
Lisa Lacy | Strategies | Print version The Data Artist Balances the Art and Science of Marketing
There's a lot of lip service given to using data to drive more strategic and successful marketing campaigns, but it's one thing to deliver "descriptive analytics" on the same tired data and another to use the data for insights that actively drive more revenue and higher profitability.
Pelin Thorogood | Analyzing Customer Data | Print version 3 Paid Search Trends to Watch for in 2014
Mobile, conversion and measurement and bidding options will have huge effects on PPC campaigns in the coming year. Are you ready for the paid search landscape in 2014?
Lisa Raehsler | Paid Search | Print version Email Marketing Quality Control Lessons from Publishing and Software Engineering
For many email marketers, quality control amounts to little more than ticking boxes on a pre-deployment QA checklist. Learn about the quality control triangle. made of three competing factors.
Derek Harding | Email Marketing Optimization | Print version A Comment on YouTube Comments: It’s About Social, Not Spam
YouTube has turned off all anonymous comments and now requires users to link to a Google+ account if they want to leave a comment. It's not about comments themselves so much as it is about social.
Frank Sinton | Video | Print version Jockey’s #GuysOnSunday Speaks to Women to Sell Men’s Underwear
The Instagram initiative asks women to post photos of their guys watching football on Sundays to push a Sport line that debuted earlier this year.
Lisa Lacy | Strategies | Print version #LexusInTokyo to Engage Fans via Live Vine Videos
Toyota's luxury automotive brand will be responding to the Twitter community via six-second Vine videos to showcase its new cars.
Adaline Lau | Automotive | Print version Myths and Realities of Responsive Design and the Mobile Inbox
Have you heard the often misused terms of "responsive design," "adaptive design," and "mobile first?" Columnist Jim Davidson explains these buzzy, thrown around terms.
Jim Davidson | B2C Email Marketing | Print version SES Conference & Expo Rebrands to ClickZ Live
ClickZ's sister brand, SES Conference & Expo, is undergoing a makeover and rebranding to ClickZ Live. The new conference series will be an extension of ClickZ.com and will incorporate all the many verticals that are available in our online publication.
Melanie White | Strategies | Print version |
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