Posts tagged with Steve Richards

Social jargon: how do you define 'engagement' and 'influence'?

As with all new industries, social media has developed its own unique jargon that can sound like a foreign language to ‘outsiders’.

We frequently use words like 'reach' and 'influence' with the assumption that we all understand them to mean the same thing, when in fact if you ask ten social media gurus or ninjas what they mean by ‘engagement’ you’ll likely get several different definitions.

This became apparent at a recent roundtable hosted by Yomego which aimed to begin the process of creating a common language and standards around measuring social marketing.

Each of the attendees could recount tales of misunderstandings with clients and colleagues caused by varying definitions of the same social buzzwords.

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The opportunities (and pitfalls) of Google+ branded pages

The launch earlier this week of branded pages on the social network, Google+, will have registered on the radar on many marketers.

But is it worth them getting involved? And how should brands go about it?

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Will f-commerce succeed?

At the end of September, Magners announced that it is starting to sell limited edition cider directly via its Facebook page. 

Asos was the first UK retailer to open a fully transactional Facebook store in January this year.

On the face of it, f-commerce seems to be taking off, so should brands be launching F-commerce stores? 

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Five tips for using Facebook for customer service

If we get bad customer service online, we vote with our feet. We stop doing business with the company in question, or take action against it. We call it out on Facebook, Twitter and (in the famous case of United Airlines) we notoriously write songs about it.  

Although most brands use social media to market themselves, relatively few provide really excellent customer service.

Here are my top five tips for getting customer service right on Facebook...

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