What to Include in Your Guest Blogger Guidelines

If you’ve built a successful blog, it’s only a matter of time before another blogger wants to write a guest post. Guest blog posts can be a win-win: The blogger reaches a new audience and raises her profile. Guest blogging gives a boost to search engine optimization, too. And as the host of a guest …

What the Salesforce.com Acquisition of Radian6 Means

Big news in social media and customer relationship management today: Salesforce.com is acquiring Radian6, a top social media monitoring platform. As you know, social media has become a key component of your marketing plan. You may also recognize the crucial role it plays in customer service. The Radian6 acquisition more tightly integrates social media into the marketing, …

Why Facebook Users Unliked You — And What to Do About It

The #1 reason Facebook users unlike your company Facebook page is too many updates, according to research from ExactTarget and CoTweet. Data from “The Social Break-up” [PDF] reveal 44% of Facebook users say they unliked the brands they once liked because the brand posts too frequently. More than half of Facebook users (51%) change their …

Customer Service Online Is About More Than Triage

More and more companies are providing customer service via social media channels. That often takes the form of triage and firefighting — it’s more about suppressing bad PR than increasing revenue or improving customer retention. But is triage the only way to do customer service online? Here are five common customer service challenges and ways to …

16 Strategies to Win Over Online Influencers Using Klout

Yesterday I explained how identifying online influencers is only half the battle. Today, I’ll share strategies you can use to engage influencers. First, a few parameters: People are people, regardless of their “Klout.” All people deserve respect. At a certain level, the strategy is always the same: Build relationships, be relevant, be helpful. These aren’t the …

Identifying Online Influencers Is Only Half the Battle

Resolved: You should only talk to the most influential people on Twitter. I only half believe that statement. “Influence” – specifically, online influence – is a hot topic among Internet marketers. We’re wrestling with topics like “How do you measure influence?” “How do you determine who is influential?” “How can brands get favorable attention from …

Are We Headed Toward a Social Media Bubble?

I had the privilege yesterday of hosting “The Social Media Debate: Live and Ungloved,” presented by Social Media Charlotte. Five of Charlotte’s most well-respected social media authorities went toe-to-toe in debate on two topics: Are we headed toward a social media bubble? and Should brands factor a person’s online influence into their customer service approach? …

Should Your Influence Online Matter to Customer Service?

This is the second of two posts as follow-up to “The Social Media Debate: Live and Ungloved,” presented by Social Media Charlotte. Five of Charlotte’s social media leaders duked it out on two topics: Are we headed toward a social media bubble? and Should brands factor a person’s online influence into their customer service approach? …

20 Measurement and Metrics Questions for Web Marketers

How do you measure the success of your social media and marketing efforts? Thats’s the question at the core of the Metrics, Measurement and Analytics MeetUp group of Charlotte, which held its first meeting this week. I organized the MeetUp with a few goals in mind: Identify the top questions and hurdles related to measurement …

Is Blogger Outreach the Missing Piece of Your PR Plan?

Blogger outreach (or blogger relations) is the most overlooked PR strategy, in my opinion. A well-executed blogger outreach program takes some legwork, common courtesy, a captivating story, and chutzpah…things every PR pro and brand manager needs. Charlotte PR pro Kathy Rowan and I teamed up recently to do blogger outreach for Charlotte Radiology’s new mobile …