Tagged 'Social Media'

Elevating the Customer Experience Through Email and Social Channels

Posted by Willie Pena on February 20th, 2015 at 12:56 pm

While 92% of annual customer service interactions are phone-based, more and more customers are choosing to contact customer service over e-mail and social media channels. With over 3.9 billion active email accounts at the end of 2013, and another billion predicted by 2017, it’s no wonder that 60% of consumers prefer to contact customer service over email. Similarly, 99% of brands have a Twitter account, and 72% of customers expect a response to complaints within the hour.
It’s clear that companies need to step up their email and social customer service channels in order to reach their customers in their customers’ preferred manner- West Interactive lays out how to do it.
Email
First, build a custom contact form that allows your customer to click specific concerns so that their questions will be filtered according to subject matter. One in four email customer service inquires receive a misleading answer, so work with a copywriter to make sure that your answers are clear, professional, and in your brand’s tone. An ambiguous answer can make your customer confused and frustrated.
You should also set up an automatic reply or confirmation email that acknowledges that your customer’s inquiry has been received; in this message, be clear about your... Read more

Farewell Q&A with NY Times Ad Columnist Stuart Elliott (Part 2): What I Saw at the Revolution

Posted by Rick Mathieson on February 17th, 2015 at 10:03 am

Content marketing may get a lot of buzz these days - but it's as old as advertising itself.
In part two of my conversation with longtime New York Times advertising columnist Stuart Elliott, we continue to talk about how social media has paradoxically fueled growth in television viewership - especially for events like the Super Bowl.
But as part of this wide-ranging farewell Q&A with Elliott - who retired in December after nearly 25 years of covering advertising for the Times - we get into sponsorship advertising, as well as so-called content and video marketing.
Surprise: None of this is future-forward at all. Indeed, it's a return to the golden age of advertising. But while it sideswipes the problem of ad-skipping technologies and an ever-expanding universe of digital distractions, it comes with some considerable challenges of its own.
Photo: New York Times
Click Here to Download: Q&A WITH STUART ELLIOTT: WHAT I SAW AT THE REVOLUTION (PT 2) - THE RISE (& RISKS) OF CONTENT MARKETING
(Approx: 5:40)

Farewell Q&A with New York Times Ad Columnist Stuart Elliott (Part 1): What I Saw at the Revolution

Posted by Rick Mathieson on February 5th, 2015 at 1:08 pm

The advertising world released a collective gasp when news hit that Stuart Elliott - the longtime advertising columnist for the New York Times - was accepting a buy-out package and would retire.
After nearly 25 years of covering advertising for the Times, not to mention stints at USA Today and Ad Age before that, Stuart and his column had become must-read for puissant, timely insights on Mad Ave.
And what a quarter century it was. From the early 1990s to today, the ad industry went from analog everything to digital domination; from "Married with Children" to "Modern Family;" and from bigger-is-better, to small is the new black.
"Who could or would have thought in the early ’90s that 20-odd years later the hegemony of television, for decades the most powerful ad medium, would be under siege, or at least, in question" Stuart wrote in his final column December 18.
"Ratings data, the currency of television, is growing problematic because viewership is more difficult to measure when people use mobile devices instead of TV sets; or watch shows online, as streaming video or as video-on-demand. And it is easier than ever for viewers to ignore or avoid traditional commercials; popular streaming services like Netflix are... Read more

3 CPG Soft Drink Social Media Campaigns Analyzed

Posted by Doug Schumacher on December 15th, 2014 at 12:33 pm

A look at the campaigns major CPG soft drink companies are running on Facebook, Twitter and Instagram. Brands in report are Coca-cola, Pepsi, Mountain Dew, Sprite, Dr Pepper and Fanta.
Report Highlights

Each campaign had a different social network drive the bulk of the engagement.
Each campaign employed a tactic for generating audience participation.
Twitter is the network with the highest posting volume in each campaign.
Twitter, despite having lower fan counts than the corresponding Facebook pages, delivered more engagements on 2 of the 3 campaigns.
Facebook is the dominant network for reach, with over 92% of the average fan count.

What Marketers Can Learn from Conspiracy Theories Shared on Social Media

Posted by Morgan Sims on December 10th, 2014 at 10:37 am

A lot of people feel that their fellow citizens who believe in conspiracy theories are wrong—if not crazy. A recent poll found that voters who buy into these theories are in the minority, but that the minority, in some cases, is substantial.
Regardless of the controversy about them, the speed with which information about the latest conspiracy theories spreads through social media still reveals lessons about general human nature that marketers can use.
1. The Government Hired Adam Lanza: Focus on Being Trustworthy

Image via Flickr by torbakhopper
Conspiracy theorists have a knee-jerk response to distrust and suspect the government and the establishment generally. Whenever something terrible happens, such as the 9/11 attacks or the Sandy Hook Elementary shootings, conspiracy theorists emerge to say that the federal government has had a hand in it because of some political agenda.
While most people don’t distrust the US government quite this much, everyone can name examples of when our leaders at the highest levels actually did behave deceitfully: Watergate, Iran-Contra, etc. John Hardwig published a scholarly paper in 1991 suggesting that conspiracy theories are part of a growing skepticism of experts and the establishment, by everyone.
More to the point, everyone out there has been burned by someone,... Read more