Posts Tagged Internal comms
1. Customer Service & Support
BT is an excellent example of ‘Social Service’, @BTcare.
Your C-levels execs get this too, having read all about the Net Promoter score, they now see it as a major predictor of ongoing company success.
Just think how a negative sentiment can impact your business, for every positive comment an organisation receives, a negative one can outweigh it by a factor of x 2.5-3.5. For a bit of fun, try TweetFeel. We compared British Airways to Virgin
March 31, 2011
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Last week we attended and spoke at the B2Bmarketing events (#b2bevents) seminar on social media measurement.
A strong speaker line-up reinforced at least 5 reasons to embrace social from a b2b perspective. Ironically they also seem to be the areas that marketers fear most (or are least certain about):
1/ join the conversation, customers like it, and it can massively assist with customer service
2/ it's a really useful channel for product testing and customer feedback on how companie
February 21, 2011
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I’ve been to three customer sites in the last week or so to discuss marketing challenges posed by social media.
What has been obvious is the variety of job titles I’ve met with, that in 17+ years of traditional marketing and PR I wouldn’t have necessarily come across. At least, not in the same room, nor at the same time.
Meetings have involved operations, product development, customer service and community managers. All have a role to play in social media, all can benefit, but al
January 25, 2011
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