Customers don't always want to be a brand's friend, but they do want personal interaction when it comes to customer service.
In the wake of Comcast's call-heard-round-the-world, it's as good a time as any to reflect on customer service. How can companies improve?
One of the best ways is to integrate social media.
A recent article posted over at The Next Web does a great job highlighting how companies like KLM, American Express and Zappos are using social media to boost their customer service game. But there's a reason why the same companies appear...
This year's EventTrack survey highlights a number of interesting insights, including a look at where in the event planning and production process marketers are leveraging social media.
Every year, we look forward to EventTrack - the "world's largest annual research initiative on event marketing." Sponsored by Event Marketer and conduced in cooperation with the Event Marketing Institute and Mosaic, the survey offers a revealing look at what's happening - and what's next - in brands' event marketing. If you're at all interested in event planning, digital marketing or the intersection...
According to a recent study by Harvard, 44% of users are more likely to interact with brands that post pictures.
Although Facebook and Twitter remain the two largest social sites in terms of users, Instagram and Pinterest are the networks that everyone is watching in 2014. In the ever-changing social media landscape, it's important for marketers to always be adapting, and there are several reasons why Instagram and Pinterest should be part of a successful marketing strategy.
1. Popularity
Within the last year, both Instagram and Pinterest have emerged as major players...
In American culture, the car dealership is almost as ubiquitous as the automobile itself. Its place in society is even established in state franchising laws across the country (something that Tesla and others are working hard to change). There's no doubt that dealers continue to play a starring role in the American auto industry. But rapidly changing consumer expectations - largely driven by new technology - are challenging the traditional car sales model like never before. Recognizing and responding to the following realities may mean the difference between...
Auto industry observers are paying close attention to Millennials. Approximately 77 million strong (larger than the Baby Boomer generation), the Millennial generation is key to the long-term success of any automaker. But 18-34 year-olds aren't buying cars as fast as previous generations did. Should automakers be worried?
Yes and no.
The Sky Is Not Falling
Contrary to pronouncements by groups like the U.S. Public Interest Group, which recently declared "the driving boom is over," the sky is not falling.
While it's not entirely clear what's behind the shift in purchase behavior, we do know...
The importance of social sharing and online recommendations won't come as any surprise to digital marketers, but a new study co-sponsored by social data platform ShareThis and the Paley Center for Media sheds some new light on peer-to-peer reviews' impact on buying propensity and bottom-line revenue. The results are impressive - particularly for automakers.Social Sharing Influences Purchase BehaviorSurveying more than 6,000 consumers within the automotive, technology and consumer packaged goods (CPG) industries, the study determined that "positive social sharing" - an enthusiastic online review by a trusted connection,...
Today’s brands face an interesting dilemma in social media marketing. While business opportunity in social media is at an all-time high, consumer interest in brands is lower than ever. Today, social networks like Facebook and review services like Yelp make it easier than ever for consumers to find information on businesses from the source that matters most to them: other customers. Beyond that, integration by search engines like Google and Bing means that this crowd-sourced data is at the center of the user experience.Social media marketing isn’t going...
