Somehow, some way, I have become comfortable with change. But, it wasn’t always that way. Last year, Dustin and I got married; we each took new jobs; we moved across the country; and we became more grateful for each other than ever. Now that we’ve learned to thrive in change, there’s more to come. Isn’t that always how it happens? Continue reading
As social media scales, more consumers turn to the channel for customer service. In fact, in 2012, brands only responded to about 30% of questions posed via social media. In 2013, this rate more than doubled to 62%, which is a startling 143% year-over-year increase (source).
Business Value of Social Media Customer Service
Customer service via social media proves valuable to the bottom line. Consumers who interact with brands on social media spend more money with that brand and are more likely to recommend that brand. And, customer service via social media is coveted among consumers. When asked how companies could build loyalty, the top answer, chosen by one-third of respondents, was providing “exceptional 24/7 customer service” (On Social, Brands Use Rewards, Customer Service to Foster Loyalty – eMarketer).
Hiring for Social Media Customer Service
As social media customer service scales, there is an increasing demand to hire individuals and teams to service this area. But even though hiring is for the social media channel, social media experience is not as important as one might think to successfully provide customer service via social media. Because of a variety of factors (outlined below), it can be a very tricky position to fill. Continue reading
Recently, I outlined why I’d like to join General Electric (GE) to visit wind turbines in Cape Cod, MA for part of GE’s famed #GEInstaWalk. #GEInstaWalk is a real-time tour highlighing some of GE’s most advanced technologies. And, three super fans and three Instagram influencers were invited to chronicle the experience.
I checked multiple times on the day that they were to announce the winners, and I was thrilled (and honestly, shocked) when I received an Instagram message inviting me to attend. Not only was I going to have the privilege to go on an amazing adventure, I was going to get to meet three renowned Instagram influencers, two other super fans, staff from the agency who coordinated the event, and staff from GE’s renewable and corporate communications teams. THRILLED! I knew that my husband would be a little jealous as I have him to thank for my appreciation and respect for clean energy. (He did his PhD dissertation on the systems that protect wind plants during faults. He’s a nerd in the *best* sense of the word.)
It was a once-in-a-lifetime trip from the well-organized planning to the thoughtful welcome gifts to the incredible access we had to one of the most brilliant machines on earth: wind turbines. Towering 264 feet in the air, these 77 megawatt wind turbines are a sight to behold. I could hear the blades whooshing above me, and their technology is so advanced that the position and direction of the blades adjust to the wind in real-time to optimize energy output. Here are some of my favorite parts of the adventure:
It was a fantastic trip, and I have an even greater appreciation and respect for GE’s technology and renewable energy. Thanks, GE!
Brands know that users share content. In fact, users create and share original content more than any other time in the history of civilization. And, brands understand that there’s an opportunity to surface and collect content related to the brand experiences. Yet, brands have not yet harnessed this behavioral trend at any meaningful scale. Some of the difficulties are related to legal ambiguities. And there is just so much “stuff” out there; it can be hard to know where to begin.
In response to this opportunity, marketers have created tools to help brands sort through the clutter. And, we’ll soon reach the tipping point in which it is not the exception, but the rule, that brands leverage user-generated content (UGC) as a key content source within their strategy.
Here is a quick roundup of some of the tools in the space that are designed to surface and filter the best of user-generated content for brands: Continue reading
Whether it’s debating their pronunciation, animating GIFs in Keynote presentation, or searching for the perfect birthday GIF on We Heart It (hat tip @KaitlynDennihy), I love GIF’s. However, I recently tried to upload an animated gif natively within a Twitter post. And realized I couldn’t. While a Twitter user’s profile image can be animated (example; hat tip @DustinRThompson), a native photo in a post cannot be animated.
But, the internets that share my love for GIFs figured out a workaround. Continue reading
I’ve become tired of the “How are advocates different from influencers, and who is more valuable?” social media debate. Anyone else?
However, advocacy in social media fascinates me, including understanding the behavior and the business value of advocates. Chad Bryant, a colleague at Engauge, and I are in the process of compiling a point of view “Skinny Paper” for Engauge on the power of user-generated content and advocacy. Below are some facts and stats, which are sneak peek excerpts of the working version. Continue reading
Eureka is in the final stages of a Facebook contest that honors their fans’ most powerful experiences. The entries are submitted, and fans can vote for their favorite of the top 10. The finalists who accrues the most votes will win a Mazda Miata! Some of the stories from the top 10 are related to performing random acts of kindness, taking care of others, donating to others. Continue reading