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Using Social Media to Tell Customer Stories and Connect with Fans

May 15, 2012 at 2:12 pm PST

Social media is a perfect vehicle through which you can not only share customer stories but also connect with fans. While doing so, it is critical that you make sure the communication is always a two-way street. Relaying your fans’ messages through social channels will help build stronger, interpersonal relationships while giving you the opportunity to become a better listener as well.

Michael Brito (@britopian) from Edelman Digital, Gina Fung Ballenger (@FunGina) from Wells Fargo and Maria Poveromo (@mariapoveromo) from Adobe Systems had some best practices and lessons learned to share in regards to this topic. Here’s a brief 2-minute video in which these experienced social practitioners tell us their thoughts: Read More »

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5 Likes and 5 Loves of Social Media Week – San Francisco, Day 2 @ Cisco

February 15, 2012 at 1:45 pm PST

As the Cisco conference room became quiet for the start of day 2 of Social Media Week – San Francisco, attendees were typing rapidly. What may otherwise be construed as rude was actually a room full of attentive people eager to post in-the-moment thoughts about the days’ presentations.

Here are 5 things I liked, and 5 things I loved:

“Likes”

1. Rebecca Brown, Director of Social Media at Intel, shared her guidelines for social media:  disclose who you are, never disclose confidential information, and use common sense. Now that’s refreshing, and a lot easier to follow than a verbose social media policy.

Michael Brito, left, moderating a panel with Todd Wilms of SAP, Gina Ballenger of Wells Fargo, Rebecca Brown of Intel, and Maria Poveromo of Adobe.

2. Robb Begg, VP of marketing at Radian 6 pointed out that people focus too much time on the extreme situations,  causing unwarranted fear and doubt. For every terrible outlier, there are hundreds of thousands of positive interactions and opportunities.

3. During a panel on the future of social business, Mario Sundar from LinkedIn said we can look forward to measurement tools that will be able to calculate return on investment (ROI) for social media.

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