How would you scale online customer service and engagement?

I firmly believe in the “old” saying of Brian Solis from 2007: Customer service is the (new) marketing. New in parentheses because, it’s nothing new anymore that brands offer customer service though various social channels. I believe in listening to customers and fans. That often is the most valuable feedback you can get. I believe […]

10 things to do to get your branded social presences right

Why is your business on Twitter, Facebook, or any other social network or community? Depends on the business of course. Some of the most common answers I’ve heard would be: advertise our new products, talk about everything that’s exciting about our product, get new customers, get existing customers buy more, offer customer support, get some […]

A community manager is a piñata

I posted earlier about what community managers really do, and came across this nice infographic on the role of a community manager on the Get Satisfaction Blog. It was posted back in January to celebrate the Community Manager Appreciation day. All the points are great, we are gardeners, cheerleaders, traffic cops and generally very empathic people 😉 […]

A sociological perspective on social networks and brands

Why do people join social networks online? I would argue that primarily to maintain their already existing connections. To keep in touch with their friends, not necessarily make new ones. In that sense, the term social networking site or service is not entirely accurate label for services, such as Facebook or LinkedIn. In fact, “networking” […]

What exactly does a community manager do?

Inspired by a post by Lee Odden at the TopRank Blog, I wrote a few words about my experience as a community manager. I’ve been doing all sorts of community management tasks for quite a while now starting from some sneaker forums back in the day (yes I am a sneaker freaker!) through heading up […]

What brands are made of

According to Wikipedia a brand can be defined as: … the identity of a specific product, service, or business. A brand can take many forms, including a name, sign, symbol, color combination or slogan. The key word in Wikipedia’s definition of a brand is identity: An identity is something that is established by an individual […]

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