Once of the choice sound bites from a recent marketing conference stated that the emergence of social media “has made customer service a spectator sport.”
This is good news for the voyeurs among us, but it is obviously a headache for brands struggling to maintain their reputation and deal with complaints across an ever-increasing number of marketing channels.
And while keeping customers happy is a big challenge in itself, turning them into brand advocates that want to sing your praises is another problem entirely.
A new report from Social@Ogilvy shows that 15% of all brand mentions on social are advocacy mentions where the person expressed some positive comments about the brand.
We hit the ground running on the third day of Cannes Lions and, though we're sick of hearing it, everyone is talking about content.
Real, sincere and personalized content that may change the way marketers work and how brands are precieved.
Jeremy Katz, Olgivy & Mather's Worldwide Editorial Director, gave us his top five takeaways from day three for those of us glued to Twitter to find out the latest from the south of France.
Cannes Lions, the most prestigious international creative communications awards festival, kicked off this week showcasing more than 34,000 entries from around the world.
Major brands and agencies battle it out each year in June to win one of the highly-coveted Lion trophies presented at four award ceremonies throughout the week.
The Social@Ogilvy team is on the ground at Cannes, gathering insight into what some of the key messages are during this seven day festival.
Here are four insights from day one highlighting what some of the top minds in the advertising and marketing worlds are thinking about in 2013.
Dimitri Maex has advised clients like UPS and IBM on data-driven marketing and is author of Sexy Little Numbers: How to Grow Your Business Using the Data You Already Have.
He spoke with us ahead of Integrated Marketing Week about digital transformation, good and bad approaches to integration, and the forefathers of analytical marketing.
I spent a number of years as a social media manager - first for PayPal, then giffgaff and, most recently, I was the corporate community manager for the BBC. I feel a strong affinity to those behind the brand handle after being through the wars myself. It's not uncommon to spend sleepless nights at a keyboard, or take a night bus home so you can stay above ground to tweet during an issue ,or be attached to your phone on your only vacation in months. This is the current state of our community directors and their staff.
It was great to see Ogilvy feature three social community managers on their recent panel, The Rise of the New Community Manager, as part of Social Media Week. The panelists included Karen Untereker, U.S. Manager, Social Media at Ford Motor Company, Ariel Norwood, Online and Social Media Team Leader, Northeast Region, Whole Foods Market and Vanessa Wojtusiak, Head of Social Marketing, iHeartRadio and was moderated by Rachel Caggiano, Senior Vice President, Social@Ogilvy.
When it to comes to innovation; Rory Sutherland certainly knows his stuff.
A pure product of evolution himself, he started his career as a classics teacher and is now vice chairman of Ogilvy Group - stopping at the planning department and working as a copywriter along the way.
Though, as an ad man, technology had a huge influence on the way he works with clients, what he's really interested in is consumer behaviour.
When we sat down just before Christmas, I’d been told to question him about tiny tweaks in design that have mind-boggling changes, starting with the change of a button...
Rapid knowledge sharing is vital for marketers producing cutting edge technical and cultural products. The social environment these goods are intended for is evolving constantly, and production methods have to evolve with it. The goal of knowledge management is to extract the best knowledge of all employees, and redistribute it throughout an organization.
Social media is terrific at this. However, all of the approaches, methods, and tools used so far have often had a limited technical shelf-life. Econsultancy spoke with Catherine Glover, the director of social@ogilvy, about the rise Truffles, a centralized in-house knowledge management system and its eventual obsolescence and replacement by team-level adaption of ad hoc solutions.
This interview is an excerpt from Econsultancy's latest Smartpack: The Social Shift in Internal Communications.
We know, we know. Everyone is talking about SXSW. Who's going, who's not going and what they are going to see there. There's already talk of #SXSW blockers on Twitter.
Some of the US Econsultancy team is heading down to Austin this morning, and not only do we have a stand at the Interactive Trade Show, but we thought we'd try to do something a little different.
You love the idea of tweeting for Taco Trucks (and who doesn't)? What do you think about tweeting for your very own panel to come to wherever you are at SXSW? You can do that very thing with #POPupPanel.
Last week, Ogilvy & Mather announced the launch of 'Social@Ogilvy.' This new worldwide practice will be led by John Bell as global managing director and will connect social media experts across the agency.
We had a chance to speak with Bell about this new branch of Ogilvy. He also gave us some insight into the movement away from Facebook commerce and how the social landscape may change over the next year.
There's a new trade group in town. The Social Media Advertising Consortium (SMAC - pronounced "smack") is newly-formed, but burgeoning body dedicated to best practices, measurement, defining and shaping one of the fastest-growing channels in digital advertising. We caught up recently with Executive Director Maura Curtin to learn more about what SMAC is up to...and what its plans are for the future.