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July 2010 - Social Strategy1

30 Jul

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The Keywords You Need for Social Media Success

July 30, 2010 | By | One Comment

You know enough about social media to know your brand’s moniker is a critical keyword in your online listening campaign. But if your social media monitoring strategy consists solely of searches for the brand name, then you might be missing out on a treasure trove of readily-available intelligence. Here are other keywords you should add to your online listening list:

20 Jul

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Voice of the Customer (VOC) – More Than a Customer Service Buzzword

July 20, 2010 | By | One Comment

From “United breaks guitars” to Comcast’s team of Twitter monitors, blogs abound with stories of how the voice of the customer (VOC) impacts the service component for everyone from mom-and-pop shops to Fortune 500 firms. Yet the truth is that the voice of the customer affects so much more than how a brand handles complaints. Here’s how online listening and VOC improve other critical business functions…

16 Jul

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Online Listening – Your Brand’s First Defense in a Crisis

July 16, 2010 | By | No Comments

If you’re already on board with the social media bandwagon, chances are that you know what these channels can do for crisis communications. Tweets, blogs, and forums let you disseminate information quickly to targeted audiences without the filter of traditional media outlets. But while you may be using social media to broadcast crisis-related messages, you may be missing another critical part of any crisis strategy: social media monitoring. Here’s what online listening will do for your plan…