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Why Facebook Shouldn't be the Center of Your Social Strategy
When Sephora hit 1 million Facebook fans, what did they do? They found a new strategy. Sephora built Beauty Talk, a destination for passionate discussions about beauty, where Sephora superfans help customers learn which products are best for them, and increase their confidence to buy. Are you still letting your fan relationships wither away within the confines of Facebook? Are you realizing the true potential of your own website as a social hub?
What to Expect from Facebook
Based on a 2011 social customer survey of our clients, Lithium presents a digest on our discoveries about Facebook as a social media channel. This report identifies what social strategies and tactics brands implement on Facebook, what has work, what hasn’t, and what Facebook has in-store for enterprise communities.
Three Must Haves for Facebook Success
A sound social strategy for your Facebook pages means moving beyond counting fans and likes. It means leveling up, by utilizing peer-to-peer engagement, influencer tracking, and deep analytics on your Facebook pages. Enabling fans to engage each other, finding and cultivating your influencers, and quantitative measurement of your Facebook efforts are three critical pillars for Facebook success. Learn the three must haves for Facebook success, and find out how to start driving real business outcomes from your Facebook pages.
The Business Case for Advocacy
Social customer care—the integration and adoption of social processes in the context of customer service—is the new focus area for firms wanting to accelerate growth and spread of favorable word of mouth around of their brand. Many assume that a key driver for social customer care is cost—or more specifically, cost avoidance, and it’s easy to see why: Customer service and cost reduction have long gone hand-inhand.
Support Forums The Core of Social Customer Care
Ready to take social media to the next level? Looking for a way to jumpstart your social CRM program? Consider integrating support and knowledge communities into your social technology effort. Read the free white paper to find out how.
Superfans of the World. Unite
"You’ve read their reviews. You’ve seen them come to the rescue of brands in crisis. You probably know a few, especially if you fly on Virgin America or JetBlue, own an iAnything, or buy shoes from Zappos. The superfan. The “Oh no you didn’t just say that about my brand!” advocate ready to go mano a mano just because. In this week’s column I want to dive into what builds a real superfan."
Social Customer Experience Why it Matters, What it Means for your Brand
"As more consumers become more social, brands are increasingly shifting their attention to the social customer experience— the collection of open, transparent, peer-to-peer exchanges that happen in online communities and social networks. Those who are rising to the challenge of social media are building social customer experiences that engage and enlist the power of the crowd to drive real business outcomes. They’re solving enormous business problems like the cost of scaling support, and creating new opportunities like building demand and influence through social channels. Above all, they’re getting closer to their customers."
From Crowdsourcing to Knowledge Management
"Smart companies are fast discovering that the quickest path to a robust support knowledge base is to bring the crowd—social customers and their conversations—into the fold. They’re creating and promoting online support communities, solving more problems faster, and enjoying stunning returns. Knowledge management is among the most valuable things the crowd can do—and it does it very, very well. Find out how top brands like HP and Lenovo are saving tens of millions by tapping the crowd for product knowledge and solutions—and scaling their support functions by many fold in the process."
Five Must Haves for Social Support
Social customers are changing and demanding, more than ever, an engaging and rewarding customer experience. This mean a business’s approach to social support for these customers across online customer communities, social networks, and traditional customer service is now more important. To employ a successful social support solution, businesses must account for an online community, reputation management, social web integration, CRM integration, and actionable analytics. Learn more about how these five must have solutions will help your business meet the demands of your social customers.
Facebook and Beyond - Lessons for Brand Engagement with Social Customers
Based on a 2011 social customer survey of our clients, Lithium presents the current state of customer communities and the social web, explores life beyond Likes and Tweets, and reveals what’s next for social CRM and social strategies in 2011. Dive into what brands expect from their investments in social networking sites, how and when they integrate community with social media, how they measure success, and what they hope for from social media in the future. Learn how brands are using both customer communities and their Facebook presence together to build trust, peer-to-peer engagement, pre- and post-sales support, to drive awareness, and to disseminate marketing messages.
Superfans: Building Trust and Commitment Through Online Reputation
Building trust in online customer communities requires both the right technology and an understanding of human behavior. A well-executed reputation system delivers tremendous return on investment by empowering the smartest, most committed advocates of the brand to take on much of the responsibility of managing the community and driving its business objectives. Dig into the dynamics of online reputation and learn about the available tools and software for managing it. Find out how to find, engage and empower your superfans to drive real business outcomes with social customers.
Social Support with Online Communities
Customers are no longer content to passively consume your advertising. They want to engage in conversations with your brand and they don't care what department they reach. They want to dialog with your brand whenever and however they choose. They want the companies they buy from to be responsive, to acknowledge and reward their feedback, and provide all these experiences quickly, cohesively and in an engaging way. The social media revolution has irrevocably changed the way people communicate—with each other and with the brands they purchase and support. The good news/bad news is that while 80% of CEOs report that getting closer to their customers is a top priority, they remain unclear on exactly how social media can help them get there. The question of whether your businesses should engage with customers using social media has been answered with a resounding "yes!"
Social Support - A Business Imperative
20 years ago, social support was a cutting edge business practice. 10 years ago, it was a forward - thinking operational strategy. Today, it's a business imperative. The cycle of innovation in social media today is screaming fast and still accelerating. With each advance, our customers will only become less patient, more demanding. Social customers today expect support from us on Facebook and a response from us when they Tweet about our brand - and they don't care about our internal siloes. They expect a unified, positive experience at every touch point and they can do plenty of damage to our brand through social media if they don't have one. Jumping onto the social support train is now a business imperative. We can't afford not to board if we expect to compete in the next generation.
Online Community: The Heart of Social Strategy
In the face of the ever-changing complexity of social media, a focus on online community allows us to control and own the social customer experience. Mastering the social media marketplace today means starting—and ending—with a successful online community strategy. This whitepaper will explain why owned media matters, how to bring real business value to your social customer experience, key tips for your online community strategy, and how to use online community fundamentals to drive traffic and leads.
Nailing Social Media Marketing ROI
Most marketers claim measurement is paramount, top of mind, a key priority—yet they end up giving themselves a C at best in their ability to pull it off. 42% of marketers say they are very concerned about demonstrating the value of social media to executive management—35.2% say improving social media measurement is a top priority. But just 3.9% of marketers say their ability to measure the overall impact of social media is excellent. This free whitepaper teaches you how to face your social fears, benchmark your social media marketing practice and drive real business outcomes with your social customers.
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