In case you have missed our tweet with the replay link to our Social Media Week at Cisco (#SMWCisco) which took place on February 14th, you can access the recorded sessions here. We just couldn’t get enough of these wonderful speakers so we dared a few of them to tell us a truth about social media. Watch this 2-minute video to find out what Michael Brito (@britopian) from Edelman, Todd Wilms (@SocialB2P) from SAP and Jeanette Gibson (@jegibson) from Cisco had to say:
When you complain about a company’s customer service using Twitter, do you expect them to respond? If you’re a baby boomer (which covers approximately 76 million Americans), you are more likely to. In fact, according to a new study from Maritz Research, nearly half of all respondents expect companies to respond to—or at least read—their tweet.
The Maritz Research study examines consumer expectations from brands in the social web. In addition to being timely and relevant, this research highlights the value of customer engagement which is especially vital for me and my team as we continue to lead Social Media Marketing listening at Cisco.
When it comes to listening, Maritz Research uncovered a significant gap: although nearly half of the consumers who tweeted a complaint directed at a particular brand expected the company to respond, only a third of those customers actually received a tweet back from the mentioned brand.
I am fascinated by the new relationships that exist between businesses and customers as a result of social media. In the old paradigm, traffic was mostly one way: customers were inundated with sales and marketing information but rarely given the opportunity to provide insightful feedback. Not anymore. Via social media, the customer really is king. Customers rightly now expect a relationship that is collaborative, on-demand, automated, and in real-time. A customer can become a renowned expert and evangelist for a company – or embarrass a company by publicly criticizing its customer service.
Smart companies will embrace and promote this new relationship. It’s the best customer focus group on the planet, and it’s free! However, social media isn’t the goal but rather the journey. A smart company will also have a proper social media strategy, not just a social media presence. This is where I hope to make my biggest contribution. The Manufacturing Industry team has embarked on this social media journey to engage with you, our audience. We need to be leading the conversation, listening properly and reaching the right people. I hope that you will join me in this exciting process as active members and contributors as I help guide that journey. Thanks again for the warm welcome, and stay tuned!
After two days of action packed and informative sessions, today was the final day of the Ragan Social Media summit at Cisco. We had a great lineup of speakers, including a special closing keynote from Brian Solis. Before I share a quick recap of this exciting day, let’s take a look at some of the trending topics during today’s sessions from our @CiscoSocial twitter handle.
We had a total of five presentations today divided into two tracks — Internal and External Communications. Stephanie Marx (@steffymarx), and Marie Gassee kicked off the morning session with an engaging presentation on social media monitoring and engagement. The Engagement Flow Model shared during this presentation provided a succinct and organized way to respond to your social media audience.
Community Managers are the unsung hero of social media ballads. However, today is Community Manager Appreciation Day (#CMAD), so step away from your Facebook, Twitter, Quora, or blog and give yourself a pat on the back!
In honor of #CMAD we created this image that truly captures the role of a Community Manager.