Focusing only on social media customer service is not an option!

On a previous blog post about how UK telecommunication brands fail when using Twitter as a customer service tool I mentioned as one of the four ‘insights’ that….

Social media is NOT a replacement for a call centre but one service option amongst many for customers needing assistance”.

It is critical to highlight again that while Social Media Customer Service is vital for your business health ...

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Google’s New Privacy Policy – The Counter Attack After Google Plus Failed to Make an Impact

It was March 2012 when Google introduced their new Privacy Policy. On the surface it looked simple, a perfectly aligned Google to make the consumer’s experience easy and accessible, right?

“We’ve included the key parts from more than 60 product-specific notices into our main Google Privacy Policy—so there’s no longer any need to be your own mini search engine if you want to work out what’s going on. Our Privacy Policy now explains, for the vast majority of our services, what ...

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Why social media is a number’s game

Many posts from those in the know on Twitter have underlined social media usage as not being primarily about how many followers/Likes/+1s businesses get – and I definitely endorse that to a degree. After all, it’s pointless asking people who have no interest in your services to ‘Like’ your page, or to create fake Twitter accounts to up the follower numbers – which add absolutely nothing of value to your feed and your business.

However, generally in life I believe business ...

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How the West got lazy with social media adoption

Recently I read an article regarding social media adoption by businesses in the West you can read it here. As you can see, emerging economies are so much quicker to adopt to social media, primarily because they know it gives them a head start in a competitive marketplace and is low cost. The article got me thinking. Hmm (that’s me thinking.)

And I realised it echoed my own experiences when out and about networking.  UK businesses seem ...

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Measuring Social Media Successfully – A Few Tricks and Tips Read

One of the most frequent questions I am asked by clients is how they can effectively measure social media results. Many seem concerned about keeping track of this and want to ensure they are on top of things.

Like any other marketing strategy, social media methods should be thoroughly tested to see what works best.

However, as social media is a nascent industry, one thing that needs to be established by you and/or your team is how you define social media measurement.

Engagement

…is ...

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