October 30, 2012

Age, Gender and Social Media Strategy: Audience Analytics for B2B

Do you know how old the average Twitter or Facebook user is? Do you know what share of Reddit’s users are women? If you had this kind of information, how would it change your content strategy, specifically if you’re a 1:1 marketer for a B2B? Pingdom’s 2012 Social network demographics …

October 18, 2012

The One, Undeniable Truth of B2B Social Media is…

…B2B social media is one-to-one marketing. That’s the truth, B2B marketing is all about making and leveraging your connections, and B2B social media is absolutely no different. Here’s 4 tips on being a better one-to-one marketer Be the switchboard operator. Social media is all about being starting meaningful conversations with people. …

September 26, 2012

Customer service on social media: the rules still apply!

Everyone who has worked in customer service knows it’s not always the easiest job. And thanks to social media, things aren’t getting easier. A single unhappy customer has the potential to make or break your customer service reputation. Just ask Publix, the grocery store that recently received major social media …

September 24, 2012

The Analyst and the Community Manager: A Fable

An analyst was boasting to a community manager of his clever devices for managing his audience. “I have a whole bag of tricks,” he said, “which contain hundreds of ways of managing my audience.” “I have only one,” said the Community Manager. “But I can generally manage with that.” Just …

September 17, 2012

Everything That’s Wrong In Social Media

Community management is tough. We have to lurk on the outskirts of existing communities learning vernaculars, rituals, relations, and nuances. We have to turn what we observed into real and practical actions and feed those actions right back into the community we took them from. We sometimes have to endure harsh words …