Engaged Customer definitions: Super Users, Influencers, Advocates

Community Guy

Beyond just members with “standard” activity levels, we think about the most active, most passionate, most influential members and how we can get them helping to drive our community, marketing, and business goals. . Over the years, we’ve heard a great many terms to describe “Engaged Customers”… influencers, super users, super fans, advocates, and more. Each one of these terms define a very different type of Engaged Customer, so it’s important not to use them interchangeably.

2019 89

Netflix Explodes Its Customer Goodwill

Alchemy of Change

A few months ago, pioneering movie rental company, Netflix announced some new price changes that really ticked off its customers. Customers howled. Customers weren’t the only folks disappointed in the company.

Custom 252

How not to thank your customers

Community Guy

For instance, if you want to thank your customers. “Customer: Thank you for being a customer” Here’s a way to do it really well: . “Customer: Thank you for being a customer. Thank your customers. Sometimes being a human is tough.

2018 116

The Secret Ingredient for Customer Lifecycle Marketing? Community Management.

Online Community Strategy

A recent benchmarking report from Demand Metric on Customer Lifecycle Marketing illustrates the impact of aligning marketing efforts around a customer journey model. The report also illustrates a number of blindspots that are derailing Customer Lifecycle Marketing efforts.

2016 67

Google+ Hints at a Social Media Marketing Revolution

Alchemy of Change

I just accidentally stumbled on something in Google+ that suggests some revolutionary ideas about the way organizations need to think about marketing. In a way, you could think of it as an evolution of permission marketing , a term popularized by Seth Godin a while back.

Google 264

#Movistar – Who Owns Your Customers Problems?


What a difference owning your customer’s problem makes! . Yes, I know, I am one of the 22 million customers Movistar has, but it is of no excuse really to make a single customer wait for nearly 2.5 Why can’t companies that claim to be customer centric get this?

2015 186

Social Network Marketing Campaigns: Features Attributes

Laurel Papworth- Social Network Strategy

Stephen Collins and I and a bunch of Twitterati got into a discussion about social media marketing campaigns and whether they should exist earlier today. First, marketing is not sales. We don’t sell items through marketing, we sell concepts, ideas.

Rethinking Marketing - Harvard Business Review

John Tropea - Delicious Community

Details Magazine Buy Reprint Idea in Brief HBR.org > January–February 2010 Rethinking Marketing by Roland T. He identifies which broad market segments to target, sets prices and promotions, and plans mass media communications.

Social Warnings: Marketing Sherpa Affiliates scam

Laurel Papworth- Social Network Strategy

Online Marketer Blog : This is the story of how I added over $1K to the MarketingSherpa coffers and was scammed out of hundreds of dollars in affiliate fees. (DJ I guess MarketingSherpa found out the power of word of mouth and network marketing – duh! .

Market 196

The Tribulations of Customer Service with Opera


How about if we take a look at the state of one of the most powerful use cases and success stories behind social networking and social media out there, Customer Service , and see whether we have got another winner or not… Hummm … not really.

Custom 179

Social media 40% of Jetstar’s marketing budget

Laurel Papworth- Social Network Strategy

But important news – not the first time we’ve seen this but it’s been ages since say, the Pepsi announcement: Jetstar has announced it will direct 40% of its marketing budget to social media. “We’ve Just a quick one, posting up of a press release, really.

Market 207

Good Advice on Content Marketing

Portals and KM

I was pleased to be involved in the creation of a useful guide, How to Kick-Start Your Content Marketing - A Seven-Step Approach to Delivering Success , developed by Skywor d and sponsored by Awareness. As the report notes, “content marketing is a more subtle approach than other, more traditional, marketing efforts. Think about the content that will be useful, valuable and/or entertaining to your customers and prospects.

Market 147

Laws to Stop Customers and Voters from Doing #SocialMedia Activism Campaigns #TPP

Laurel Papworth- Social Network Strategy

Amendment to Consumer and Competition Act to stop Customer Anti Social Media Campaigns. Losing our communication rights.

PBworks Provides Customer Relationship Collaborative: CRC

Portals and KM

PBworks has now launched its PBworks Customer Relationship Edition, which extends CRM solutions such as Salesforce.com by offering shared online workspaces for collaborating with customers and prospects throughout the entire customer lifecycle.

Want to Know What Community Members (a.k.a. Customers) Need? Just Ask.

Online Community Strategy

customer’s) needs. In many cases there seems to be a real fear (or at least discomfort) in connecting 1 to 1 with customers. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 74

Social Software Market Keeps Growing

Portals and KM

Michael Fauscette, lead author of two IDC reports, is quoted, "We're seeing good strong growth from the major players in this market and that'll continue for quite a while." " Customers spent $767.4 It will be interesting to see where this market goes but I predict that integration will be a major theme over the coming years. 

Event: Customer Service Call Centres and Social Media

Laurel Papworth- Social Network Strategy

As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, best suited to Customer Service engaging on support and FAQ issues. But mostly, the customer is about wanting answers, not fluffy “please call our hotline with your details&# tweets and responses.

Custom 138

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.

SAP 158

Jive for Customer Service

Michael Sampson - Currents

Jive will be releasing a version of its social business software tailored at the customer service scenario in organizations : " The product, which will be called Jive Social Customer Service Solution, will include native integration with CRM (customer relationship management) and case management applications, social media monitoring capabilities, mobile access and elements of play intended to promote usage through "gamification.".

Jive 114

State of Social Media Marketing 2012

Portals and KM

McKinsey also projects huge opportunities for wealth creation through social media, many of them are marketing oriented.  recently released a report, The State Of Social Marketing Report: 7 Major Findings & In-Depth Analysis. To complete this effort they surveyed 469 marketers from wide varieties of industries, company sizes and levels of social marketing expertise. Tighter integration between social and rest of marketing and business overall.

2012 158

Awareness Provides Social Marketing Automation

Portals and KM

In their latest initiative, they are now providing the Awareness’ Social Marketing Automation  suite. It equips brands to identify, track and rank their existing social customers and new likely prospects from all the major social networks (Twitter, Facebook, YouTube) based on segmentation and prioritization criteria they define. It is offered as an additional feature via the  Awareness Social Marketing Hub.

Market 122

Moxie Software and Microsoft Partner to Enhance Customer Service Capabilities

Portals and KM

In November, Moxie and Microsoft   announced  a partnership to pursue a joint go-to-market strategy to offer Spaces by Moxie within MSFT Dynamics CRM. Spaces by Moxie enables Microsoft Dynamics CRM customers to provide differentiated and personalized customer experiences at scale.

2013 151

What American Idol Teaches Us About Customer Engagement

Alchemy of Change

As customers, we know instantly when organizations get this mix is wrong. So yes, build a culture that values authenticity from day-one, but then concentrate like crazy on execution – know how to fulfill your customer promise.

State of Customer Data Integration in 2012

Portals and KM

In February 2012, Scribe Software surveyed 300 business leaders and channel partners to uncover opportunities and challenges associated with customer data integration. “ The State of Customer Data Integration in 2012” report contains input from C-level executives, business analysts and IT engineers, and systems integrators and consultants who design and implement data integration for their enterprise clients.

2012 122

Introducing Network Thinking: A Mobile Approach to Customer Communities

Online Community Strategy

Customer Communities Don’t Have To Be Complicated. We also know that customers connected to a company’s “network of relationships” are more valuable. One of the best ways to create a customer network is to develop online communities.

2016 73

Collaborative Applications Market Remains Strong

Portals and KM

I frequently speak with vendors in the collaborative applications market as I cover this space for the AppGap blog. As reported by Tekrati (see IDC: Hot Spots in Overall Collaborative Applications Market Help Offset Economic Decline ), IDC research shows worldwide revenue for the collaborative applications market was $7.6 of the market total. I am glad the market continues to like these options.

Making Better Use of Customer Intelligence

Portals and KM

 She looked at the future of market research and saw a trend and need for increased collaboration between the market insight professionals who go out and proactively collect market research data and those who passively collect transactional and behavioral data.  First, they found that customer knowledge is an elusive commodity. Often the market insight interviewers and the data analysis teams do not collaborate.

Custom 116

Social Media Marketing Inside Out

Online Social Networking

What I found, however, was that clients’ websites had not been designed to appeal to visitors and convert them into subscribers or customers, nor were they set up to attract search engine traffic. Social Media and Web Marketing in Action.

Agile Marketing Pioneers

Ant's Eyeview Blog

Last week, I had the pleasure of moderating a panel of Agile Marketing thought leaders at Social Media Club Seattle. We covered a range of topics related to Agile Marketing, and in particular both how and why these organizations chose to embark on the agile journey.

Customer Advertising: Shop, Buy, Publish – Blippy vs Facebook

Laurel Papworth- Social Network Strategy

Customer Advertising: Shop, Buy, Publish – Blippy vs Facebook is a post from: Laurel Papworth- Social Network Strategy. Tags: Marketing Metrics research revenue beacon blippy Facebook Online Communities shopping social networks

Adobe Releases Enhanced Customer Experience Management Platform with LiveCycle 2.5

Portals and KM

Adobe is making a major play into the enterprise application market building on their strong consumer market presence. They began offering LiveCycle in 2004 and are now focusing this platform on supporting customer experience management.

Custom 184

Review of The Social Marketing Funnel

Portals and KM

I recently looked at a useful new book , The Social Marketing Funnel: Driving Business Value with Social Marketing. 500 companies use social media as part of their marketing mix1. A second study found that 72% of marketers reported closing more business as a result of social media efforts and 52% reported lead generation benefits with social media. This effort needs to be integrates with your traditional marketing and sales efforts and your CRM tool.

Market 149

Forrester on Web Content Management for Online Customer Experience

Portals and KM

I received a review copy of the Forrester Wave™: Web Content Management For Online Customer Experience, Q3 2011 by Stephen Powers and am just getting around to looking at it. It is a very useful document that covers a web content management market in transition. Yet now, the WCM market is growing based on customer experience management (CXM) needs, including multichannel delivery, content targeting, analytics, and integration with other CXM technologies.”

2012 144

Australia Social Media: Chris Brogan – Marketing Now

Laurel Papworth- Social Network Strategy

How to use Social Media and Online Marketing to reach customers directly, and keep them. Never before has Australia hosted such luminaries in the field of social media and new marketing. This is the first ever two-day event dedicated solely to social media and online marketing in Australia. Don’t miss this opportunity to learn about the fastest growing trends in marketing today. You’ll learn all about the is and more at Marketing Now !

Customers Rock!

Ant's Eyeview Blog

Becky Carroll , Customer Advocate and blogger at Customers Rock! has a very powerful philosophy – best way to achieve organic growth is to successfully build upon a rock-solid customer base. I had the opportunity to meet Becky last year at Marketing Profs Digital Mixer and ever since I have read and admired how she carries the customer experience torch. Take a minute to check out Becky and latest blog post on Avoid the Customer Tug of War

Salesforce Twitter: Don’t interrupt customer conversations

Laurel Papworth- Social Network Strategy

Social networks meets market intelligence meets customer relationship management systems might just equal spam. Here’s how is works: Salesforce plugs in to the Twitter API, and customer care reps can start Twitter searches from within Salesforce’s service, bypassing search.twitter.com. Is it for everyone nope, but if you have a bent for listending to your customers this is a natural module to implement.

Custom 143

Want to Know What Community Members (a.k.a. Customers) Need? Just Ask.

Online Community Strategy

customer’s) needs. In many cases there seems to be a real fear (or at least discomfort) in connecting 1 to 1 with customers. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 46

Social Marketing Insight

Online Social Networking

Social media marketing requires a markedly different mindset than traditional print, broadcast and direct mail marketing — or even PPC or e-zine marketing that use online media. Marketing Paradigm Shift. Social marketing is not so much about lead development and customer acquisition as it is about brand development , relationship and community building. Of course social marketers want to generate sales. Social Media Marketing Flow.

Australia: Social Media Marketing Job at Commonwealth Bank

Laurel Papworth- Social Network Strategy

Commonwealth Bank are looking for a Social (Media) Marketing Manager – Any takers? Social Marketing Manager – Sydney. Australia: Social Media Marketing Job at Commonwealth Bank is a post from: Laurel Papworth- Social Network Strategy.

The Time for Agile Marketing

Ant's Eyeview Blog

Today’s marketer lives in very interesting times. At the same time, many marketers also feel they are fighting internally against status quo operation – and the legacy of the traditional marketing “campaign.”. The time for Agile Marketing is right now.

2012 Social Marketing and New Media Predictions eBook Now Available

Portals and KM

The 2012 Social Marketing and New Media Predictions eBoo k is now available. Thanks to Lora Kratchounova and her colleagues at Scratch Marketing + Media for putting it together. It “contains predictions, insights and advice from 34 marketing strategists, brand marketers, and leading marketing consultants. It aims to prepare business leaders and marketers alike for the changes about to impact brands of all sizes in the coming year.

2012 144

MeasuredUp Enables Company to Customer Conversations

Portals and KM

While it is a customer-service driven social networking site, it also helps companies make things right when consumers feel wronged. Marc has introduced the possibility of conversation between customer and company. The focus is more on customer service than product reviews.

Custom 130

Social Media Marketing Continues to Move Forward

Portals and KM

Alterian has conducted its seventh annual survey on online marketing. This year’s sample covered 1068 marketing professionals worldwide. It found that 66 percent of respondents will be investing in social media marketing in the next 12 months. The survey found that 40 percent of those investing in social media marketing said they would be shifting more than a fifth of their traditional direct marketing budget towards funding their social media marketing activities.

Market 130