Social Media ROI: Socialnomics is by Socialnomics author Erik Qualman. This video showcases several Social Media ROI examples along with other effective Social Media Strategies. Music is by Bob S...
customer service 2.0 web 2.0 service delivery and support it 2.0
Video: Social Media ROI: Socialnomics
Slides: Four Social Media Trends for Business in 2010
Social Media Trends for 2010
View more presentations from Jeremiah Owyang.
Another great set of slides on Social Media from Jeremiah Owyang.
customer service 2.0 web 2.0 service delivery and support it 2.0
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Download: 6 Steps to Creating a Social Media Roadmap for Business
2009 was a phenomenal year for social media, with Facebook, Twitter and Youtube becoming part and parcel of everyday life. Twitter alone grew 1,382% year-over-year in February, registering a total of just more than 7 million unique visitors in the US for the month. Meanwhile, Facebook continued to outpace MySpace. LinkedIn finally announced it's demographics and reported that 49% of its network are decision makers, and 53% of it's network make 100k+ per year.
So what what can your company or it's customers do to make Social Media work in business? Attached is the Service Push Social Media Framework that enables your company, it's customers, and your peers to rapidly deploy a Social Media Roadmap for Business in just 6 steps!! Following this framework enables your organization or it's customers to do the following:
- Assess what Return On Investment you will get by investing in Social Media for your business.
- Determine what Tools & Processes your Organization Needs To Succeed.
- Create a 3 Year Road map for your company to follow in the areas of Social Media Strategy for your business.
Learn more about how Service Push can help your company to grow it's business. Enjoy the complimentary framework!!
Regards,
John M. Perez
Facebook: http://www.facebook.com/john.perez
Social CRM Tools: http://www.socialcrmtools.com
Service-Push: http://www.service-push.com
Blog: http://www.johnmperez.com
Twitter: http://www.twitter.com/JohnMPerez
LinkedIn: http://www.linkedin.com/in/johnperez Continue Reading...
Video: Jeremiah Owyang Talks Social CRM, Social Media, and More with Robert Scoble
A Great must see video here by 3 of the best Industry experts on web strategy. Jeremiah Owyang and Ray Wong are two of the best analysts in the tech industry who meet with Robert Scoble to discuss several topics in the Social CRM, Social Media, and Mobile Application space.
customer service 2.0 web 2.0 service delivery and support it 2.0
2009 Global Consumer Channel Preferences (Whitepaper By Accenture)
This is probably one of the best Services and Customer reads I have reviewed this year and I think it certainly worth reading when you have a chance. Accenture surveyed global consumers on Customer Experience and Consumer Satisfaction. There are some interesting data points in the study. There is also a lot of Online insight.
Here are the highlights:
- 68% of consumers cancelled/switched to another product due to Customer Service Reasons. The study illustrates that the online experience is just as important as the Phone experience.
In 2009, here were the results (multiple mentions):
- 85% prefer calling for assistance.
- 65% prefer sending email
- 46% of respondents indicated they search the internet for information.
- 42% utilize a company's website
- 20% prefer Online Chat.
- 10% rely on Blogs and social Networks.
Globally, 25% of all consumers will post negative comments online about a bad brand or service experience online. This trend is up and they point out in the survey that Brazil and China are more likely to do this than other countries. CLICK HERE FOR THE FULL SURVEY.
customer service 2.0 web 2.0 service delivery and support it 2.0
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Video: CDC's Social Media Revolution
The Centers for Disease Control recently created a new unit called the National Center for Health Marketing. Like all marketing organizations, its mandate is to change consumer behavior and it has organized an incredibly savvy social media department to do just that. Its first comprhensive national campaign is for the H1N1 Swine Flu outbreak and tightly coordinates its message across virually every kind of social media. The effort is one that many other marketers might do well to study.
customer service 2.0 web 2.0 service delivery and support it 2.0
Video: Google Launches Realtime Search
Incredible innovation from Google once again. They have launched Google Realtime results with their search tool. Google says the features are not all yet available for all users but you can visit Google Trends to see it in action.
customer service 2.0 web 2.0 service delivery and support it 2.0
Slides: Social CRM Slides By Deloitte
Social CRM
View more documents from whatidiscover.
Great summary of slides outlining the evolution of CRM into the Social CRM space.
customer service 2.0 web 2.0 service delivery and support it 2.0
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Video: Using Twitter Effectively for Marketing and Sales
Can Twitter really help you achieve your marketing and sales goals, or is it just a distraction? Join us to learn how leading brands are using Twitter as part of their marketing mix and to see new tools from salesforce.com that can help you integrate Twitter with your sales and marketing efforts.
Video: The Top 10 Critical Service Metrics You Need to Know
Some more from Dreamforce. Start this session with the top 10 service metrics you need to know, followed by real-life examples your peers are using today. Well help you cruise your way to the winners circle.
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