The History of HashTags # [Infographic]

Twitter is largely responsible for turning the hashtag -#- into a household term, and many see the success of hashtags at connecting users based on common themes or discussion topics as one of Twitter’s biggest strengths.

Hootsuite have published a post titled – “Will you miss the hashtag when it’s gone?” – in response to Vivian Schiller, calling hashtags “arcane”. Worth a read.

Ben Martin

How often do you use hashtags?

Best Practices for Customer Service on Twitter

Ben MartinTwitter has become the go-to medium for customers looking to provide feedback or solve problems, brands must adapt their Twitter strategy to better serve their customers. Below you will find a check list that best-in-class brands have adopted to better handle customer service requests and maintain positive sentiment about their brand.

 

1.Dedicated handle
Brands who have adopted dedicated customer service handles have an easier time managing customer service requests for both the dedicated handle and for the brand’s main handle. With a dedicated handle, brands can ensure that customer service requests are being taken care of in a manner consistent with the brand’s overall customer retention strategy. A dedicated customer service handle can help your brand separate a wide range of customer service requests from other types of mentions so you can effectively monitor your social customer service process. In addition, it can be a great way to naturally gain followers. Through proactive monitoring and engagement, you have the ability to build positive sentiment around your brand, which will help increase your audience size and encourage engagement.

2.Dedicate team and the right tools
When a customer service handle isn’t staffed the response time increases dramatically while the response rates decrease. Knowing when most of your customer service requests come in via twitter can help you determine the best time to staff your customer service accounts. There are several great tools that can monitor your most active Tweet times.

3. Canned answers + resources
Having responses on-hand can help reduce your response time and help increase response rate, as your customer service representatives have more sophisticated resources available to resolve issues. In addition, outline where you’ll direct different types of customer service requests, whether you ask for more information from your customers, direct them to email, direct them to a webpage, or solve the issue in a direct message.

4. Rules of engagement and primary handle guidelines
If you’re debating on whether or not to set up a dedicated customer service handle, you’ll want to determine how to handle customer service requests that are directed to the primary handle. You’ll also want to monitor mentions of your brand name in the event that Twitter users aren’t following, or aren’t aware of your brand handles. Effective monitoring can help resolve customer issues before they start – helping to keep sentiments positive around your brand handle. Not only that, let your followers know (daily) when your customer service handle is staffed. This will help to reduce posts when that handle is not staffed and or set expectations of response time

5. Promoting your handle
When you’re setting up a dedicated customer service handle, consider where you’ll promote the handle – for example, you may want to link your handle via your customer support page, so that users have a range of options to contact your customer service representatives. You may want to also find a way to link your main handle to your customer service handle (for example, in your brand bio) so that users who visit your profile are aware that you’ve got a dedicated customer service handle.

6. Reducing your response time
This is one way of letting your followers know that they are important to your business. In addition, it’s a proactive way to address negative word of mouth that may affect the sentiment generated around your brand.

7. Responding to as many mentions as possible
Responding to a majority of requests is a great way to keep your followers happy, and engaged. If your brand responds to as many mentions as possible, your users are more likely to mention your brand handle more often, which means your handle has the potential to reach followers who may be outside your reach.

CONCLUSION:
Understanding the rules of engagement for customer service on Twitter is a crucial step to managing your overall customer service strategy. As more and more users turn to Twitter to ask questions, give feedback, praise or complain about a brand, brands need to be proactive in managing their brand image – by showing customers that they’re listening, and that they care. Since Twitter is a word-of-mouth platform, these steps are essential for any company looking to increase their business in the digital world.

Guide to Twitter inspired by Dr. Seuss

Who doesn’t love Dr. Suess! Well if you don’t – ah well, there’s other posts you can read here!

Dr. Seuss, the writer and illustrator behind children’s classics The Cat in the HatHow the Grinch Stole Christmas! and The Lorax, would have turned 110 on March 2nd. If he were alive today, he would have been a social media master. So to honor his wit and wisdom, here’s an interpretation of the Seuss guide to Twitter from Hootsuite

Dr Suess

The Evolution of SXSW

If anyone has room for me in their luggage let me know……

Tech geeks, film fanatics, and music lovers UNITE! It’s that time of year again when we all descend en masse to Austin, TX for ten days of panels, screenings, and parties. That’s right. We’re talking about the one and only, SXSW. What started out as an alternative music festival in 1987 has transformed into a breeding ground for new technologies and creative ideas.

the-evolution-of-sxsw

Are You Ready For Social Selling?

What is social selling:
Social Selling is the process of finding and connecting potential leads and prospects via social media to increase sales.

The Aberdeen Group define social selling as the utilisation into one of three techniques. These three techniques include Social Collaboration, External Listening and External Participation.

There are many studies available that demonstrate why you need to evolve your traditional methods to involve social media, none more important than this. On average – 60% of the purchasing decision has already been made, prior to a sales person being invited to the discussion.

Someone is educating and providing insight to your clients – is it you or your competition?

You want more? Ok…
Seventy Two percent of sales people who use social media outperform those sellers who are not using social media
Thirty Six percent of companies who have a social selling team are more likely to achieve quota.

To get started on your Social Selling journey – here is a great Infographic to start you off for LinkedIn

Are You Ready For Social Selling

So, are you ready for Social Selling. Why not try these additional resources : 10 Steps for a Rocking Profile

Digital Trends for B2B and B2C Marketers in 2014 [Infographic]

What are the most exciting opportunities for digital marketers this year and where should they focus? Content marketing, customer experience and mobile dominate. Check out the results from Econsultancy and Adobe’s 2014 Digital Trends Briefing.

Content, Customer Experience and Mobile dominate

Content, Customer Experience and Mobile dominate

Does this inforgraphic represent your priorities? What would you add? Join the conversation and say “Hi” in the comments below

Visual Content is Key on Twitter

Twitter is known for content sharing, and top brands are no exception. Looking at some of the
top link types, it’s no surprise that the highest performing links are pic.twitter.com links, which is Twitter’s image service, and allows photos to display directly in a user’s Twitter feed.

Pic.twitter.com links average 210 engagements per Tweet. The next highest performing types are Tumblr.com and Pinterest.com, followed by another Twitter property, Vine.co.

Visual content performs well on any network, and with Tumblr, certain types of images are supported by Twitter cards and are natively displayed. Pinterest, on the other hand, is a surprising leader, considering the visual assets don’t display directly in Tweets.

Bit.ly links are one of the most common link types, and a default option with Twitter management software like Tweetdeck. The links however, which show no indication of what to expect, are some of the lowest performing links we see large brands using.

Visual Content on TwitterTweeting with pictures can help your brand see more exposure, and
if you include a link alongside the image, your potential visibility is much higher than average.

 

Source: SimplyMeasured

Profound Implications for The Individual Economy & [Infographic]

The individual-centered economy is already here. The newest digital technologies – among them social media, mobility, analytics and cloud – keep changing how people, businesses and governments interact. The transformation that is already underway will soon intensify, resulting in a paradigm shift from customer-centricity toward an everyone-to-everyone (E2E) economy. The implication for value creation and allocation will be profound.

New  research shows that many organizations are still not ready to navigate the E2E environment. The Digital Reinvention Exec report can be read HERE

Here are some highlights from the report and infographic to share:

55 percent of 4,183 C-suite executives report that consumers have the most influence on business strategy <ClickToTweet>

58 percent of 1,100 executives surveyed in the Digital Reinvention Study expect new technologies to reduce barriers to entry <ClickToTweet>

There is a paradigm shift from customer-centricity toward an everyone-to-everyone (E2E) economy. Are you prepared? <ClickToTweet>

Digitization is rapidly changing the nature of how individuals and organizations interact <ClickToTweet>

“Social” has become revenue-generating, evolving from a dot-com trend to a sharing platform and business model <ClickToTweet>

 

 

 

 

Everyone-to-Everyone Economy

Everyone-to-Everyone Economy

The Digital Reinvention Exec Report can be found on SlideShare and can also be seen below