Social CRM Rocks

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Chris Brogan Social CRM RockstarYou have to admit that we social media types really like to rock out. At the recent Rockstars of Social CRM event hosted by Chris Brogan and produced by Radian6, some of the “rockstars” of CRM were definitely in the house including Frank Eliason of @ComcastCares. What we learned, or I should say, what we were reminded of, is that customer service comes down to basics – connecting with your customers.

But now it’s called “Social CRM” which was defined by the Rock Star Panelists as a return to basics. The philosophy is good relationships = good sales.

This is not a new concept. Back in the days before Sprawlmarts, we had what some lovingly referred to as “The Mom and Pop shops” where the owner actually knew his customers and interacted with them personally. This resulted in customer loyalty and repeat business. My family has owned and operated its own party & novelty store, Ballard’s, for the past 30 years. My father still greets his customers and helps each and every one of them personally – you can’t get that at a big box store anymore.

While we are getting down to basics, the tools in which we use to do so are very different. Rather than that face-to-face interaction you might have received at a Mom and Pop shop, businesses are engaging in the same type of interaction, but using social media tools like Twitter and Facebook to make those connections – no matter where their customers are. It has revolutionized the way in which companies do customer service, and if done right, is extremely powerful. Look at Zappos. They refer to themselves as a customer service company that sells footwear and clothing. Zappos is doing customer service right and leveraging online tools to do so. Any business, large or small can do the same.

What companies do you engage with whom you feel are doing it right? And, more importantly, what is your favorite Rock Band song to rock out to?

Cross-posted from http://www.christine-major.com

Persuasive Picks for the week of 06/21/09

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Facebook Marketing for Dummies5 Tips for Optimizing your Facebook Marketing
Facebook’s 200+ million users make it an increasingly attractive place to try some social marketing efforts. Paul Dunay of the Buzz Marketing for Technology blog shares five ways you can optimize those efforts.

The Forgotten Social Media Tool
With so many social networks and platforms to utilize these days, it’s easy to forget the countless bulletin board systems out there that still have incredibly active communities covering limitless niche topics. Robert Quigley brings bulletin boards back into perspective with this post on MediaBullsEye.

How to Use Social Media: An Interview with Lee Aase of Mayo Clinic
Guy Kawasaki shares this interesting interview (via Amex’s Open Forum blog) with Lee Aase of the Mayo Clinic on how they have been utilizing social media.

My Top 10 Sources of Content Inspiration
Being able to generate a continuous stream of content for blog posts comes naturally for some. For others, it can be a torturous process. Duct Tape Marketing’s John Jantsch shares 10 places where he finds inspiration for writing a plethora of great content.

Report: Companies Should Organize For Social Media in a “Hub and Spoke” model
Many companies diving into the social media space are still trying to figure out what department actually “owns” social media. Should it be part of an existing internal group or is a re-organization in order? Forrester’s Jeremiah Owyang shares three different models of company organization that can be found in his latest report.

Persuasive Picks for the week of 06/14/09

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Building Your Online Brand: Five Basic Strategies
Diana Huff share five tips for building your brand online. It’s amazing how often many of these common sense strategies get overlooked.

Blogging Is Dying; Twitter Is to Blame
Crayonista, Joseph Jaffe shares an interesting perspective via MPDailyFix.com (cross-posted from JaffeJuice.com) on how Twitter might be causing blogs to fade away.

Search Engine Tools, useful resources
As I’ve mentioned in previous Picks posts, we need to continue to always teach the basics. Barry Hurd does just that by sharing a short list of useful (and free) search engine tools to use when doing keyword research.

15 Things Social Media Can Do for You Today
David Finch believes “We often get so engrossed in the ROI, measurements, and tools of social media that we forget real life examples of how social media can work.” To support that notion he shares 15 ways social media can help change the way you interact online.

Google Asks Common Man “What is a Browser?” Common Man Has No Clue [Video]
Adam Ostrow shares this entertaining “man on the street” video that demonstrates how little the general public knows about basic technology. It teaches a valuable lesson on how difficult it is to get people to adopt new technologies into their lives – something Google is currently facing with trying to get people to adopt the new Chrome browser.

Tom Foremski Takes a Closer Look at the Changing PR Industry

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A while ago we wrote a post asking readers what they thought the PR industry could be doing better. I’ll be honest, I was a little dissapointed with the return – only a few readers commented. So I’m hoping now that Tom Foremski – veteran business journalist, author of Silicon Valley Watcher and host of Fridays with Foremski – is asking, more business, tech and marketing industry executives will pay attention and speak up.

Tom regularly writes on business, technology and media – including many posts about what the PR industry is doing – both right and wrong. One of his most recent PR musings, “The New Rules in PR – The Old Model is Dead,” reflects on how “the PR industry has run out of road.” This particular post caught my eye because he talks about social media – “there is no such thing as social media” – and what PR agencies are seeing change as a result.

Tom is turning this post into a series over the next couple of weeks, where he’ll taking a closer look at these changes. He says “I’m particularly interested in the extent of ‘social media’ expertise among the PR agencies. I’ll be looking to see who in the agencies is active in blogging, Twitter, FaceBook, YouTube, etc. Is it the senior people or is it junior staff? How often do they update, how much traffic do they get? What’s the quality of their content?”

So please, clients, prospects, partners, readers, industry colleagues – speak up. Let Tom know your opinion and thoughts on the changing PR industry and whether you think these types of activities are important. Are PR firms delivering good content? Do they understand how and where to promote it?  What do you expect from your agency these days? What’s going well, what’s missing? What keeps you up at night when you think about your own PR campaigns?

I’m sure he’d be happy to hear from you – and smart agencies will heed his findings. I know I’ll be paying close attention.

Persuasive Picks for the week of 06/07/09

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Facebook

Coming Soon (tonight!): Facebook Usernames Coming soon really means coming this weekend. Prepare for the mad dash as like-named people around the world vie for their own Facebook “vanity URLs.”

10 steps to stop identity hijackers
Theft of brand identity on social networks is nothing new. There have been numerous accounts of it on Facebook and Twitter alone. In this post on Ragan.com, David Berkowitz shares 10 steps you can take that will help reduce the chance it might happen to your company’s brand(s).

Twitter to roll out ‘Verified Accounts’ this summer
Twitter will be rolling out a new identity verification process to help combat the aforementioned brand hijacking. This post from Leslie Katz, senior editor of CNET’s Crave, gives the lowdown.

Content Marketing Strategy with a Side of Social
As a PR agency that’s been entrenched in social media over the last few years – from training, to messaging and strategy, to digital content production and other tactics – we constantly refer back to the “basics” of how it all fits into our clients’ (and our) overall online marketing strategy. This post on TopRank’s Online Marketing blog falls nicely into that level of thinking.

Five Levels Of Social Media Responses
Continuing on the theme of social media basics, Dave Fleet shares “five levels of approach to online listening and responding” to help gauge how effective you are at true and active online engagement.

So you think you can intern? PerkettPR launches contest for first-ever internships at digital PR agency

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If you’ve read this blog you know we talk a lot about the impact that social media is having on the PR world. Recognizing the value of an integrated agency approach, we’ve expanded our services over the last two years to include social media and digital production services – all of which we provide in-house (as opposed to outsourcing, which many agencies do). As a result, Our PR strategies call for a lot of new thinking, digital tactics and technical capabilities. We also recognize (along with the experts that we respect) that the recipe for success is still being perfected. We believe bright people with good ideas and an interest in the future of communications can have an impact right now.

Are you up for discovering new paths to success for clients?  Do you see value in digital communications and social media for marketing and PR? We want to hear from you! We recognize that the newest generation of employees entering the workforce are more naturally inclined to have this skill set in place. Therefore, for the first time in over a decade of business, PerkettPR is looking for interns that are capable of opening our eyes to new possibilities, executing on important communications strategies and excited to learn just how a PR firm helps companies and brands effectively communicate with key audiences.

Think you’ve got what it takes to intern at a virtual agency? Enter our contest for the chance to work with a nationwide, senior-level team in either Boston, Detroit or San Francisco.

Here are the official application guidelines:

  • The paid internship program will be awarded to up to three accomplished students or graduates with studies in public relations, communications, business, video production, English, journalism or marketing
  • Length of internship will be determined with individual contacts
  • We’re looking – ideally – for one intern in (or near) each city: Boston, Detroit, San Francisco
  • Submissions must be sent via video message (Facebook* or Seesmic**), blog post (yours with a link to ours), Twitter pitch campaign, or on our Facebook page. Or, better yet, something you create – show us  something we have never seen before. The submission is open to your creative interpretation – just don’t send us a paper resume. Show us your work digitally.
  • Must have excellent writing and research skills.
  • Must have a fully functional home “office” and be willing to meet and work remotely with co-workers at least once a week
  • Interns will work with PerkettPR’s PR and Social Media teams to study, create and implement social media, digital content and PR programs and services. They may also have exposure to and contact with clients, partners and journalists.
  • Submissions or links may also be emailed to: IWantToIntern[at]perkettpr.com.
  • Finalists will be asked for full resumes.

Applications will be accepted through June 26. A handful of finalists that will then be interviewed for the position in late June/early July.

Here’s what we’re looking for you to answer in your submission:

1.  Who are you, what do you do and where are you?
2.  What is social media?
3.  How does it play a role in PR? How can they both benefit businesses?
4.  What great examples of PR and social media integration have you seen? What makes it great?
5.  Where is the future of corporate/brand communications heading?
6.  List three words people would use to describe you.
7.  Why do you want to work for PerkettPR?
8.  What will you bring to our agency that no other candidate will?
9.  What is your favorite tech gadget or site and why?
10. Who is one person in business that you admire?

*  Video submissions to our Facebook page can be left on our wall after you become a “fan.”

** Video submissions can also be left right here as a reply on this post via the Seesmic widget that is accessible below the comments area. A free Seesmic account is required.

Online vs offline networking

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Based on our expanded services over the last few years and the plethora of social media posts on this blog, we’re obviously huge fans of online networking. But when I attended the MarketingProfs B2B Forum TweetUp Monday evening, I was reminded how important face time is with those we connect with online.

I had the pleasure of seeing older friends/industry colleagues like Chris Brogan, Jim Storer, Jim Spencer, Patrick Rafter and Ann Handley, and I was fortunate enough to meet those who were – until now – online acquaintances such as Steve Woodruff, Diane Hessan, Mike Volpe and many others. I also received a lot of flack from Joselin Mane about the fact that I don’t go to enough TweetUps. And you know what, despite my push back about lack of time for family commitments, work and personal friends – let alone TweetUps – he has a point. There’s nothing quite like face-to-face networking. It provides the opportunity to create stronger bonds with others and discover chemistry that might not come through as quickly in online conversations. (It also keeps you “real” – here’s a funny post about how online and offline behaviors differ.)

Although I recognize the value in such events and enjoy most of them, I really don’t get to as many as I probably should. But you know what, I don’t see many other PR agency leaders at them either. So I started to wonder, is it a generational gap? Is online networking enough? Are those that don’t do both missing huge opportunities?

After a few of us listened to Brogan run through his event schedule – and wondered just how he does it – we talked about how not everyone is created equal. What I mean by that is that not everyone has the same personal or work situation – and so reasons for attending or not attending vary greatly.

@jeffglasson @chrisbrogan @fairminder

Younger workers seem much more likely to attend events on a regular basis – they often live in closer proximity to the city (here in Boston, anyway) and they usually have interest in meeting people for personal reasons as well (friendship or dating, for example). Older workers may live in the suburbs with a healthy commute both ways, and thus attend less often – and become more choosy about what they attend and why they attend. With many who have spouses or families waiting at home, the options for attending the overflow of events may be even slimmer.

Don’t forget that a lot of people who are active in online communities – such as Twitter and Facebook – physically live in rural areas and barely get to any face-to-face events at all. Are they at a disadvantage?

What’s your opinion?

  • Is there a generational gap in networking?
  • Is it a sign of career dedication (or lack thereof)?
  • Do you gain business value from every event?
  • Does it hurt to attend less events or is online networking just as valuable?

How even a dog walker can benefit from social media

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The term “social media” continues to be subject to interpretation by many. Ask a room of 10 people what social media means, and you’re likely to get 10 different answers. So it’s no wonder that many businesses and individual entrepreneurs are unsure how social media can play a role in their marketing communications strategies.

I asked on Twitter today, “What’s one business you think would NOT benefit from social media initiatives?” Here are some of the answers I received:

While some of these were given in jest, let’s take a look at a few examples of businesses that might not think social media is appropriate for them – and how we think it in fact could help raise awareness for their brand and company.

  • Fisherman – as @YuliZ says above, perhaps fishing is not a business that one would think is appropriate for social media promotion. But let’s step back for a minute and remember one of the most wonderful things about social media – we are all publishers now. What does this have to do with fishing? Ever watch Deadliest Catch? If you have, you already know that fishing can be a much more interesting career (or hobby) than you ever imagined. So maybe your type of fishing isn’t life or death – say you’re a commercial fisherman. Scale it down, take your camera out, video the crew before your next trip. Ask them questions about the different types of lines/bait/tactics used. Ask them their top three tips for a successful trip. Ask them how long they’ve been in the business. Turn it into an ongoing series that involves a) encouraging people to ask questions on Twitter b) have your crew answer on video c) post it on YouTube, Facebook, etc. I think you’ll be surprised by how many people would soon want to learn more about “Fred’s Fishing Factory” – whereas before social media, they may never have thought to even listen.
  • Fashion Stylist – okay so your job is usually conducted in-person and you can’t think of how to drum up business through social media. Sure, you can talk about fashion and clothes and related items on Twitter, but how does that help you when your business is in Phoenix and you’re talking to people in Prague? Think credibility, awareness and maybe even expansion. Create a Twitter presence and a blog. Connect them together – use sites such as Polyvore to pull looks together and showcase your talents by posting looks on the blog and promoting them on Twitter. Tweet about “looks of the day” or style tips. Encourage followers to ask for “online consultations” based on a certain event they’ll be attending – you can pull looks together, post them on your blog as examples and eventually even begin charging a nominal fee for it (perhaps through Etsy). You may decide to incorporate video by taking the camera to your gigs and showcasing how you pull a look together. You’ll soon find that not only are you honing your skills but you’re building your offline brand online, too.
  • Dog walker – this one’s easy! Get a camera phone, Twitpic photos of your walks and write a “doggie blog” about your daily adventures. Add humor and begin building a community by sharing tips, tricks, facts and figures about dog care. Localize it by sharing insights on where to find quality day care or vet services in other cities. Post funny videos on your Facebook, blog or YouTube that come from your every day job – you know people love funny animal videos! Again, the point here is to engage – and to build credibility. If I can see videos and blog posts about how much fun you have with your charges, I am way more likely to hire you than the person who placed a text ad in the back of the phonebook. You could even begin to include short snippets of happy customers providing testimonies about how wonderfu you are with their dogs.

Of course, these are not in any way full strategies but rather just a few quick examples of how different types of busineses can engage an audience and expand online brand awareness and credibility through social media. If you think that your customers aren’t on these social community sites – ask yourself if you think they Google. When I’m looking for something, it’s the first place I go. Use intelligent tags and post your content to as many social community sites as you can and you’ll begin to see that potential customers will find you even if they’ve never heard of Twitter.

How do brands reach you?

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While Twitter and other social media communities continue to gain popularity, we’re curious how you’re interacting with brands. Will you follow brands you don’t know or do you only follow brands that you already use and are familiar with? If you follow a brand are you more likely to purchase from them?

Moreover, we’re curious if interacting with brands on sites like Twitter convince you to purchase from them? No doubt such interactions help brands increase awareness – but what holds more weight – a brand interacting with you on Twitter or a consumer-peer blogging about the brand? For example, if a company has a product/service that you like but that isn’t top-of-mind with you, what would be more effective at not only catching your attention, but getting your business (i.e., begin using the product/service)?

Please take our survey or leave a comment – we’re curious. Thanks in advance!