Add a Customer Service Centre to Your Facebook Page

A great new Facebook app for businesses of any size has just been launched.  It is the new Parature for Facebook app. It’s a new customer service application which will help brands enhance the quality of customer service they provide through Facebook, by turning a Facebook Page into a full-featured customer support centre.
We’ve seen many [...]

Brand Implications for New Facebook Questions Feature

A few days ago Facebook launched “Questions”, a new feature intended to allow users to ask questions to the Facebook community.  Currently, Questions is available in beta to a small amount of users in the U.S. and the U.K, but is planning to make the feature available to everybody in the near future.
Since Facebook users [...]

Turn Your Customer Email Addresses into Social Profiles

I’m often asked by clients where they should engage in social media. “Should we be on Twitter, or Facebook, or Linkedin, or YouTube, or some other places?”  Flowtown gives you the answer in seconds. Export your email subscriber or customer database to Flowtown (they do not store any of your data), and you’ll know in [...]

Study: Most Companies Use Social Media Without Strategy

A majority of social marketers don’t have a formal social-media strategy, according to a study from Digital Brand Expressions. Companies have indefinite ideas about how they want to use social tools, but then fail to explicitly think through and communicate the methods and metrics they want to use. “This leaves the majority of organizations exposed to problems [...]

social media masterclass part VIII

Bernadette Schwerdt interviewed me for the Better Business Social Media Small Business Masterclass, here’s Part VIII.
Question: How do I educate my management that we no longer can control the message and at the same time want to encourage consumer comment about our brand, products/services?
It’s not easy selling social media to senior management and don’t expect [...]

Social Media Masterclass Part VII

Bernadette Schwerdt interviewed me for the Better Business Social Media Small Business Masterclass, here’s Part VII.
Question: Are there online protocols for beginners so we don’t break the “unspoken rules” that experienced marketers know about already?
I believe it is the more experienced marketers that are struggling most with social media as it breaks many [...]