When Social Media Isn’t Enough

 A good infographic showing the customer lifecycle as they learn about, engage with, and promote companies.  Click the infographic to see a clearer picture and do take the time to read about the “strong grassroots marketing plan to get the word out” -  Social media has multiplied the reach of brands everywhere, but data shows that this is not the best place to build deep relationships with customers.  Although exposure is great, customers want a brand they can trust and this trust is gained when customers are so satisfied that they want to tell the world.  Social media is a great starting place for customers to discover a brand, but there is more work to be done after this point.


In this infographic by Get Satisfaction, data shows that 46% of customers vent their frustration with a company online.  On the bright side, 97% of these disputes can transform unhappy customers into advocates for the company when customer service is proactive.  Check out more valuable data below, where you will learn more ways to spread the word about your brand’s content.  Learn how to turn customers into advocates who will turn onlookers into more customers


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A Like Is Not Enough: Facebook Tests Star Ratings Displayed On Pages

This is an interesting, but unfortunate move by Facebook. The introduction of star ratings which will eventually show on Facebook pages of local service providers.  This will mean a considerable shift in how businesses use Facebook, with more emphasis placed on customer service versus just maintaining a presence on the network.

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Social Media Strategy Like Your Content Strategy | Why You Need to Treat both the same

In a typical organization, the social media tweets away in one department while content writers toil away in another. The social team links to fresh content, sure… and that’s about the extent of their interactions. But, at the end of the day, what you post and share on social media is content, and it’s time we start treating our social postings with the same amount of gravity as we do our content.

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Trendrr is now Acquired by Twitter

Trendrr announced today that it has been acquired by Twitter. Trendrr is a company that fits right in with all the TV and advertising-related efforts Twitter has been focusing on lately, as it claims to “harness the power of real-time social data for media and advertising.”

The company posted a note on its blog about the news. Here’s an excerpt:

Over the last five years we have led the way in working with real-time data and television, unlocking the power and value of engagement around TV and creating compelling media experiences around content.

That’s why we are excited to be joining Twitter’s world class team, enabling us to realize bigger opportunities that drive better experiences for users, media and marketers – across Twitter and around the globe.

Having sat at this intersection of TV and social media for years, we’ve analyzed data from lots of platforms. What makes Twitter uniquely compelling among these platforms is its connection to the live moment — people sharing what’s happening, when it’s happening, to the world. We think we can help amplify even stronger the power of that connection to the moment inside of Twitter.

Trendrr says its Twitter-certified product Curatorr will work with media companies, marketers and display partners, and will continue to honor existing contracts from its Trendrr.TV offering, though it doesn’t plan to establish new ones for that.

Terms of the deal were not disclosed.

In other Twitter news, the company also just released a new interface for conversations across its mobile apps and web experience.

Source: WebProNews Article

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TV and Social Media - Search Dayparting Strategy Becomes Part Of How Facebook Augments TV Advertising

By Amit Rawat

TV and Social Media - TV Networks will soon be coordinating more with Facebook for great reach – there are some interesting stats in here.

"Marketers have heard lots about Twitter's move to cozy up with television networks, and now we will begin to hear more about Facebook's. The strategy is based on dayparting and cross-channel -- two familiar features of search marketing.

The Facebook-commissioned Nielsen white paper released Wednesday attempts to convince marketers that Facebook can help connect major TV networks with consumers, especially younger demographics. The study aims to educate brands on cross-screen metrics and how digital can reinforce and complement TV investment. It's about connecting brands with niche audiences that online media provides.

Television still captures the largest portion of marketing budgets -- an estimated $495 billion worldwide, according to Nielsen. Total TV ad spend in the United States rose to $76.5 billion in 2012, up from $71.8 billion in 2011. "

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Social Media Flop for Durex Condoms – Funny Example for Social Media

Social media engagement – a funny example of how Durex condoms tried a campaign to engage and empower people to vote, but it got hijacked in a humorous way.

Social Media Today: “You’d have thought Durex Condoms would always play it safe, but their latest Facebook marketing campaign has turned into a bit of a flop thanks to a remarkable lack of planning (or should that be foreplay?)”

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Social media behaviour for High Net Individuals

By Amit Rawat

Social media behaviour – some interesting stats on the social media activity of high net worth individuals, take notice if you think one of your segments may include this type of person. Ultra High Net Worth Individuals Embracing Social Media.

Media Post: "The number of affluent Americans using social media is increasing, according to a survey conducted in the second quarter of this year by Spectrem Group.

The proportion of “mass affluent” Americans -- meaning individuals with a net worth between $100,000 and $1 million -- who say they use Facebook has increased steadily from 29% in 2010 to 61% this year, while the proportion of “millionaires” (net worth of $1 million to $5 million) increased from 26% to 55%. Similarly, the proportion of ultra high net worth individuals ($5 million to $25 million) who use Facebook jumped from 27% from 52% over the same period. Over the last year, this represents a 1% increase among mass affluents, a 1% decrease among millionaires, and a 5% increase among ultra high net worth individuals."

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Top Retailers Now Resolving Customer Service Issues on Social Media

By Amit Rawat

Social Media – research from big companies in the US shows over half of social media interactions are to handle customer complaints, but many don’t meet customer expectations of replying within a matter of hours. Smaller businesses don’t always have the resources to reply quickly but the research highlights that even if you can’t reply straight away, at least if people complain online you have a chance to rectify the issue instead of having people spread bad publicity about you behind your back.

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