About the author: Andy Sernovitz | SmartBlogs

Andy Sernovitz Andy Sernovitz is author of “Word of Mouth Marketing” and the word of mouth marketing blog/newsletter “Damn, I Wish I’d Thought of That.” Andy teaches Word of Mouth Marketing at Northwestern and the Word of Mouth Marketing Crash Course.

Since the FTC updated their social media guidelines last year, a lot of social marketers have a lot of questions about staying legal. The bottom line: It all comes down to proper disclosure.

In his presentation at SocialMedia.org‘s BlogWell conference, Andy Sernovitz explains why paying for social media coverage makes a sticky situation that requires the right kind of disclosure.[…] Continue Reading »

If you’re like 92 percent of people on Twitter, you don’t follow the handles of the places where your friends and family work. It’s a statistic that meant a lot to AT&T’s Senior Manager of Emerging Communications, Lee Diaz. That’s why they rolled out their internal content hub, the Social Circle, for employees to begin sharing more from AT&T in their social networks.[…] Continue Reading »

Retirement, college, marriage, and other important life changes are a big deal already. Add diabetes and you’ve got even more challenges most people don’t see coming. Laura Kolodjeski, director of patient insight for Sanofi U.S., says these surprises leave diabetes patients needing help in the moment. That’s where their project, The DX, comes to the rescue.

In her presentation at SocialMedia.org’s BlogWell conference in Boston, Laura explains how they’ve created a social hub for content related to lifestyle and diabetes.[…] Continue Reading »

When you’re looking for your brand’s social media influencers, it’s easy to get caught up in the numbers. You might think more followers means more influence, but in reality, it’s about much more than that.

According to Ben Cobb, global content and community manager for Reebok, there are lots of ways to create an influencer program, but to find the right influencers, you have to focus on what and who you’re trying to influence.[…] Continue Reading »

Those comfortable beds, big TVs and fancy pools? They’re not just in nice hotels anymore. According to Hilton Worldwide Director of Social Media Planning Vanessa Sain-Dieguez, with people’s homes becoming more like destinations, it’s not enough to compete with luxury features — hotels have to deliver amazing service.

One way Hilton Worldwide is doing it is through social media customer service that’s so proactive that one customer called it scary.[…] Continue Reading »