Social Customer Service: The Front Line of Your Brand Reputation

16th October 201416/10/14

Customer service has never been easy… but at least in the old days, when a customer called to complain, the phone didn’t ring on the CMO’s desk. So what do you do when your #1 job is to protect your brand in a world where every customer interaction has the potential to go viral – whether it starts on social media or not? You make social customer service a priority… not a nice to have! Social Care Stats and Figures Check out these other eye-opening stats we’ve collected about customer behaviors and expectations when it comes to customer service on [...] Read more →

Congratulations on Your Social Listening Success. Now, Let’s Talk About Engagement

 |  Director of Content Marketing, DNN
14th October 201414/10/14

An electronics retail chain received coverage in a Silicon Valley publication. I tweeted a link to the article. Because the article included the chain’s name in the title, the social team there saw the mention and tweeted me thanks. Sometimes, a T-Shirt is All That’s Needed Next, they followed me, so I followed them back. Soon after, they sent me a Direct Message: “Hey, thanks for spreading the word on Twitter. We’d like to send you a T-shirt. If you’re interested, DM us your shirt size!” I tweeted back: “You’re welcome. XL, please. Thanks!” and a few weeks later, the [...] Read more →

Samsung’s Shows Flexible Response To Bending iPhones

 |  Marketing Content, Netbase
10th October 201410/10/14

Today, we are going to talk about the changes in perception for the iPhone 6 between its initial announcement and launch. We will also explore how this shift in perception affected one of its competitors, Samsung. iPhone Launch On Social Networks The announcement of the iPhone 6 on September 9th was a momentous social event with over 5.8 million people commenting on the phone in that week alone. Two weeks later, the amount of conversation was less but still significant with 4.4 million voicing their reactions to the phone over social media. Here is how the conversation unfolded on social [...] Read more →

Alibaba’s Magical Debut

 |  Marketing Content, Netbase
19th September 201419/09/14

Mentions for the Chinese tech giant Alibaba were up 221% today, hitting a high of 19,207 mentions as the markets closed. Alibaba’s opened the day at $92.70 36% higher than the IPO price of $68 but that didn’t stop people from talking about it all day. Although the company had an overall positive net sentiment (82.9% positive mentions vs 17.1% negative mentions) there were some objections and confusion around what the company does exactly. People on twitter voiced their complaints saying “Alibaba is too big. Seems sketchy” and “Alibaba gonna crash. Sooner or later. Overvalued. Overrated.” Elsewhere industry leaders contemplated [...] Read more →

What’s Your Competition Up to On Social Media?

 |  Founder & CEO, Leadtail
16th September 201416/09/14

I like to win. These days, I think a lot about winning because the end of the quarter is fast approaching. And one of the ways my performance is going to be measured will be against social media goals. I’m a digital marketer, after all. So which goals in particular? The usual suspects such as the amount of followers and social engagement generated by all my activities on Facebook, Twitter, and LinkedIn…with a little blogging thrown in for good measure. But things are on track because I knew what to benchmark at the beginning of the quarter…the competition! By using [...] Read more →

Hashtags for Successful Back-to-School Campaigns

 |  Marketing Manager, NetBase
6th August 20146/08/14

It’s that time of the year again! Back-to-School season is upon us. For many retailers, the start of the school year is only second to winter holidays in terms of sales volume. There are many different ways marketers are connecting with parents and their young audience this shopping season. Here is a look at what’s working and what’s not on social media. #Backtoschool is Your Best Bet Retailers continue to use “backtoschool” as their primary keyword and hashtag to engage with customers on social. NetBase found that the use of this hashtag among retailers and customers on social grew by [...] Read more →

Dating Online? – Using Social to Find the Right Partner

 |  Marketing Content, Netbase
6th August 20146/08/14

I recently found myself looking into the online dating world and was at a loss for the sheer amount of options that were available to me. Not knowing where to start, I did what any good millennial would do — consulted my peers on the internet. But why just ask close buddies when I could get opinions and feedback from all of the social media with NetBase platform as my guide. With that in mind, I took a look at some of the more popular dating sites. First, I needed to know what site to join. My original options were [...] Read more →

Fire Drill: A look at the launch of Amazon’s new phone

 |  Marketing Content, Netbase
30th July 201430/07/14

With the release of the Fire Phone, Amazon made an entry into the hotly competitive smartphone market. With this exciting launch, I decided to use NetBase to monitor the pre- and post launch sentiment and social conversation surrounding this new product. In the few days leading up to the launch the social conversation was dominated by the initial feedback from professional review sites. As you can see from the word cloud below, the majority of this conversation was about the phone’s unique feature set. In particular, the phone’s Dynamic Perspective (a sensor that responds to how a person holds, views, [...] Read more →

Ready for Social Testimonial Advertising?

 |  Chief Innovation Officer & Co-Founder, NetBase
23rd July 201423/07/14

Long before social media came along, brands had learned that unsolicited positive testimonials from happy customers can be used as powerful marketing messages. It still holds true, of course, and now NetBase offers Social Testimonial Advertising, where companies can leverage positive comments in social. The new NetBase service, Social Testimonial Advertising, can help brands find the best testimonials and get them in front of specific audiences. Here’s how it works. Promoting Tweets To start, NetBase identifies organic tweets that contain highly positive comments about your products or services. We then get the author’s permission to use their tweet as a [...] Read more →

5 Steps to Doing Social Media Listening the Right Way

 |  Founder & CEO, Leadtail
21st July 201421/07/14

Have you heard the old adage: “You’ve got two ears and only one mouth”? It means you should listen twice as much as you talk. This is especially true if you want to understand what your target audience really cares about, and then talk accordingly. Well, as marketers there’s no question that we’re doing a lot of talking. Everyday we have one-sided conversations with our prospects using advertising, email, content marketing, and social media. How about the listening side of the equation? What listening you’re doing isn’t enough Most marketers commission quarterly or annual surveys, but that’s not exactly real-time [...] Read more →

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