Studying the impact of innovation on business and society

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Why Do Customers Use Social Networks for Customer Service? Because They Can…

Every day, an increasing number of connected consumers are taking to social networks to ask for help or express sentiment related to business or product related experiences; some do so to seek resolution from their peers, others broadcast questions or comments as a form of catharsis; and a smaller group of consumers actually hope to receive a response directly from the company. The reality is that social media is the new normal. A myriad of social networks, whether you use…

Social Slacktivism: How to use social media to promote human rights and social justice

There’s been many debates as to whether or not social media promotes activism or whether or not it’s actually fostering a lazy form of participation. Retweets and Likes don’t bring about change. While I believe social media is a strong platform for raising awareness, the relationship between cause and effect is defined by action regardless of medium. Non-profits today are competing for attention just like everybody else. These days, social organizations are competing just the same with brands and entertainment…

Infographics are not a Social Media Strategy: The need for social producers

Infographics are not a Social Media Strategy: The need for social producers

I can’t be the only one to notice this…infographics, “viral” videos, Like and Retweet campaigns, they all seem to be trying a bit too hard lately. For example, most infographics I see today are no more than visual press releases with graphical elements tied to information…and then more information…but wait, then more information. If this was just about visualizing scrolls of information, then anyone using free infographic generating tools and a list of interesting data points could make pinteresting graphics….

Never Say Never: How Loic Le Meur turns startups into successful experiences

All eyes are on innovation hot spots around the world. But it’s not just about hot startups, soaring investments, and mind-blowing exits, it’s about the series of common traits that inspire entrepreneurialism. Vision, determination, creativity, salesmanship and the relentless pursuit of communities is something that not only applies to entrepreneurs but also intrapreneurs within small and large organizations. The truth is that in times of innovation, everyone must think about what we do today and how it can be done…

The 4 C’s of the Conversation Company: still a long road ahead for most companies

Guest post by Steven Van Belleghem (@steven_insites) One of the key challenges in the social business/conversation world is: how can companies honestly be customer-oriented. In my research, I learned that four pillars help companies to move forward in this challenge. These four dimensions are: Customer experience, Conversation management, Content marketing and Collaboration with clients. Customer Experience: people love to talk about your service and your products. It is the key driver of consumer conversations. Conversation: the story of my previous…

How the San Francisco Giants Hit a Home Run with Social Media

It wasn’t too long ago when sport industries were confounded by the openness of social media and the ability for fans and players to share experiences in real time. Now of course, times have changed and teams in every sporting league imaginable are experimenting with social media to improve relationships and experiences with fans. The San Francisco Giants are among the sports teams that are leading the way for a new genre of engagement and community building. 2010 was a…

Why?

Why? Why ask why? Why not? Why make excuses? Why ignore what it is that will help you stop making excuses? Why stay where your dreams are suffocated? Why would you settle for less than anything than you believe in? Why be unhappy when you could be appreciated for what makes you…you? Well, because it’s [seemingly] easier. But, it’s not who you really are… It takes courage to follow your dreams, courage most cannot find, but that’s why you are…

Are you connecting with your new generation of customers…Generation C?

As you’ll no doubt read here over and over again, social media is important to your business. If you don’t engage on Twitter, Facebook, or Youtube, you’ll eventually go out of business. At least that’s what the experts will have you believe. Fear tactics are not so much as effective in business or defining customer relationships as they are at creating a sense of [contrived] controversy. I must be honest with you however. While social media is indeed a game…

Sephora Gets a Digital Makeover to Attract Connected Customers

One of the challenges marketers and strategists face today is understanding the difference between a success story and an example that has true business impact. With every story and through our own experience, we are learning about the transformation companies are undertaking to migrate from social brands to social businesses. One of the emergent trends that we will soon be tracking is the move from social to experiential where social media plays only one part in the greater production of…

5 Ways Strategic Social Media Can Help Small Businesses

I often write about enterprise organizations and global brands…essentially big businesses. This is the first in a series dedicated to small businesses. One of the biggest misconceptions about social media strategy is that only the big brands and enterprise organizations can afford success. The impression is bigger businesses have unlimited resources, people and budgets to execute on all new ideas. This is simply not true. Like in anything, people are focused on their jobs as they exist and anything new…

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