Archive for engagement SmartBlogs

Theoretically, the decision made by many companies and big brands to use social media platforms as a means of customer service makes a lot of sense. Many, if not all, of these companies are already using social media for marketing purposes, so the customer service platform is already proven to be multi-faceted and useful. On top of that, statistics show that 75% of all internet users are on some form of social media, so it’s a natural conclusion that these platforms might be the best direct line for customer service.[…] Continue Reading »

The start of a new year means a new slate of predictions — we were pretty pleased with how the last 2 years of predictions turned out — see our 2014 and 2015 predictions. Now we are back at it again for 10 more predictions.

Here are a few of the things we expect to see make waves in 2016:

1.[…] Continue Reading »

Three years ago a gathering of customer service professionals proved to be a dour affair, as these well-meaning folks grappled with the onslaught of social media. Back then, social was an irritant: a brightly costumed character that many hoped would just go away with a bite-sized homage. Fast forward to the recent Incite Customer Service Summit and you’d see, like I did, a transformation not unlike Clark Kent’s transformation to Superman.[…] Continue Reading »

When marketers monitor social conversation, it’s difficult to determine if a spike in post volume is worthy of attention or simply a fluke.

For instance, Dairy Queen’s marketing team may notice a sharp increase in social posts that mention their brand. Getting to the bottom of a conversation spike normally requires digging through hundreds of posts to get the complete picture.[…] Continue Reading »

Creating your own unique, high-quality Facebook content can be a very time-consuming job. Luckily, it doesn’t have to be, as Facebook isn’t just about your content. It’s also about sharing other people’s content. After all, a community is formed by sharing of ideas and messages, not just people and organizations talking at each other.

Many managers of high performing Facebook pages share content from other Pages every day—and see big results.[…] Continue Reading »