I recently hosted a workshop at the Satisfaction event, Customer Service is the New Marketing. The topic I’m focused on was, “How to Listen to the Market and How to Engage Customers Online.”
Fellow workshop leaders include Christopher Carfi, Deb Schultz, Chris Heuer, Jeremiah Owyang, Becky Carroll, and Douglas Hanna.
Empowering your customers to become an extension of your marketing and sales forces isn’t new, but it isn’t widely embraced either. In fact, the function of most customer service has been relegated to overseas companies or even automated as companies seek to reduce the costs of keeping customers happy.
…bloggers, reporters, that goes for you too.
Tom Foremski and me at a recent PRSA event, holding “Now is Gone”
You’ve heard it a million times. Read the work of the person you’re trying to reach before you pitch them.
Sometimes we do. Most of the time we don’t. And, we’ve all witnessed what happens when you don’t – thank you very much Mr. Chris Anderson.
The conversation about Social Media Releases (SMRs) as well as the tools to create them continue – albeit slowly. Each time someone introduces something new, we place a new stake in the ground and reignite an important conversation.
Maggie Fox released a new Social Media service called Digital Snippits(tm). Congratulations Maggie, it’s a very polished and useful solution that will help your clients expand their options when running proactive communications campaigns. And, I’m being genuine when I say that Maggie has done a great job. She’s gets it…
No, blogs are not dying. No, blogs are not going away. Blogs will continue to serve as one of the driving forces for the democratization of how content is created, shared, and also internalized.
All forms of user-generated content will continue to excel…maybe to a fault.
In conjunction with how blogs are continuing to influence the evolution of online conversations, micromedia is also inspiring new forms content creation and in turn, contributing to the spike of mostly irrelevant conversations.
My first article for BrandWeek is now online, originally entitled, “In 2008 the Online Brand to Focus on is You.”
Here’s an excerpt:
Yes, it’s a new year. And no, this isn’t another “Top trends for 2008” piece. For the last 12 years, you’ve been reading how to leverage online tools to amplify visibility for company brands. In 2007, it was all about how to leverage Social Media to “engage” brands, and the people behind them, in the “conversation.”
I recently spoke at an SVASE StartUp University event in San Francisco to discuss PR and how startups can effectively leverage the right strategies, tools and tactics in order to gain visibility at every stage of their growth – without breaking the bank.
Early stage and bootstrapped startups must embrace DIY (Do it Yourself) or outsourced PR as their product reaches advanced alpha in order to build strategic visibility without losing precious time.
It all starts with answering a several important questions:
Happy New Year everyone!
The discussion around blogger relations is more relevant now than ever. And quite honestly, with every debate, exploration, and analysis, these conversations only fuel the advancement and improvement of Public Relations overall.
It makes us think.
Lest we forget, there is a significant percentage of bloggers, reporters, and analysts who think we’re useless – we’re merely spin artists who focus on pitching, blasting, and cranking out poorly written press releases. We contact people without caring or knowing their interests or passions without knowing what we’re talking about or why it should matter to them. That’s the perception.
In celebration of Alex Iskold’s brilliant toolbox for startups on Read/Write Web today, I’ve decided to join the conversation to help startups make PR work for them now and in the long term.
PR is one of the most misunderstood disciplines in the marketing department and many startup entrepreneurs and even veteran executives are quick to under estimate and under value it, or on the contrary, expect PR to solve all of their marketing needs all with just one email or press release.
After running the popular series that evaluated and discussed ThinkFree’s experiment in Social Media, I decided to compile all of the posts into one free and downloadable ebook for your reference.
Download as a Word doc
Download as a PDF
The Series on PR 2.0:
The Art and Science of Social Media and Community Relations
Experiments and Lessons Learned in Social Media Part I
Experiments and Lessons Learned in Social Media Part II
Jonathan Crow of ThinkFree recently conducted what he calls “The Great Social Experiment,” where he tested the art of online social networking to evaluate whether or not joining the conversation across popular online communities would benefit his company.Crow created a roundtable featuring Chris Brogan, Aaron Brazell, Cathryn Hrudicka, Doug Haslam, and me to offer feedback, constructive criticism, and advice to help ThinkFree and other companies learn from his experiment.
Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What's the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. Prior to End of Business, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.