Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

June 30, 2014

The Three Stages of Social Customer Service

How mature is your social customer service operation?

A recent study by Forrester Consulting, commissioned by Conversocial, identified three stages of social customer service maturity.

Forrester found that companies using dedicated social customer service tools owned by the contact center – …


In CRM, Customer Relationship Management


July 30, 2014

A Sparkling Social Engagement

In the summer of 2012, Off Broadway Shoe Warehouse partnered with Sony Pictures for a promotion centered around the release of the blockbuster movie, “Sparkle.” It was the ideal partnership: Sony Pictures wanted to promote its new movie and Off Broadway …


In Engagement, Marketing


August 16, 2014

4 Strategies to Boost SEO Rank Using Social Signals

Samir Palnitkar, President of ShopSocially, and Tim Ahlenius, Senior Digital Strategist at, presented a webinar in July showcasing strategies to boost SEO rank using social signals.

Palnitkar and Ahlenius said retailers can unlock the latent power of social …


In Marketing, Must Reads

August 28, 2008

Let’s Get Social: Lessons Learned from the iPod Touch

On September 5, 2007, Apple launched their new iPod Touch. The launch appeared to be carefully planned out–perfectly timed with the beginning of the holiday shopping season, and full of social media marketing tactics. But Apple showed how being quick on …


In News

July 24, 2008

Let’s Get Social: Lessons Learned From Pleo

Last Christmas a robotic baby dinosaur demonstrated a social media marketing tactic that can generate a mammoth return: a social network.
When done right, a social network can turn customers into advocates–advocates who sell your product for you. And in …


In News, Webchannel

July 1, 2008

Social Influence Marketing: The New Way to Win Customers

Don’t get us wrong, we’re not saying that consumers can’t think for themselves. But they do influence each other when they decide who to shop from and what to buy.
Digital behavior has caught up with offline behavior. Consumers now …


In Ecommerce, Lists & Data - Buisness

June 1, 2008

Social discourse

The easiest way to build a community around your brand is to create a dialog with your customers.
If Web 1.0 was a monologue or broadcast, then Web 2.0 could be summarily described as a dialog, or narrowcast.
Social media is just …


In Ecommerce, List & Data - Consumer

March 22, 2011

Social Skills: Carter’s and OshKosh B’gosh’s Baby Steps are Big

When it comes to children’s apparel and accessories, you don’t get more old-school than Carter’s or OshKosh B’gosh. But the 19th-century brands, both owned by Carter’s, are hip to 21st-century social media.
Maybe that’s because the two brands are infants …


In Twitter Social Media Marketing

March 8, 2011

Social Skills: What Merchants Can Learn From Charlie Sheen

The intent of my “Social Skills” column is to analyze how merchants are performing in the various social media channels. Just one column in, I got railroaded by the biggest social media phenomenon of 2011.
That would be Charlie Sheen. He’s …


In Social Media

February 22, 2011

Social Studies: Harry & David

Food gifts merchant Harry & David may be in the news right now for the wrong reasons – a change in creative from its usual award-winning work and financial difficulties that may force it into bankruptcy or worse.
But as it adapts …


In Social Media

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