Employees and even executives sometimes start to think about their customers with an “us vs. them” mentality, particularly in times of stress—during, say, the busy holiday season or when a customer has a complaint. That’s a dangerous mindset, especially if it becomes habitual. Competitive advantage these days demands customer-centricity. The more customers your organizations can […]
Every brand experiences negative attention on social media at some point. Many panic and overreact when criticism shows up on their sites. They try to hide it or they respond defensively and end up adding fuel to the fire. Transparency and authenticity in social media is a must to build customer trust. This means embracing […]
“How will we keep up?” This is the most frequent worry I hear from companies — from global firms to solopreneurs — as they consider becoming active in social media. They fear customers will demand real-time responses 24/7, and if they don’t receive responses in rapid-fire timing, things will get ugly. Social media looks like […]
Have you ever wondered how big business uses social media to engage their customers? Well listen in as today’s Open Source Marketer podcast guest and LiveWorld, CEO Peter Freidman sheds light on how his company uses a mix of technology and human interaction to strike a balance between automated processes and personalized service. Continue reading here.
At Social Media Week in New York, SocialTimes caught up with Peter Friedman, CEO of the social content marketing company LiveWorld. They asked Friedman to give us his advice for small businesses on social media: “Your social media presence is your online party,” said Friedman, so don’t be a boring host. Here are some of his […]
Peter Friedman, LiveWorld CEO at Social Media Week. Photo courtesy of Jay Bryant.How do companies delivering social media programs in highly regulated industries ensure smooth collaboration with their legal teams? Involve them early and often, “and bring chocolate!” said Linda Descano, managing director and head of content and social at Citi, during New York’s Social […]
Peter Friedman, Chairman & CEO of LiveWorld, discusses with International Business Times Social Media Week 2014 where the company co-sponsored an event with Pfizer Inc. (NYSE: PFE), which highlighted strategies regulated businesses can use to connect personally with customers in order to turn engagement into business results.
Remember those days long ago when people tried to reduce marketing to “the guys who make the ads”? It wasn’t really true then, but it definitely isn’t true now. Today’s successful B-to-B CMO—that is, the one leading their company to growth—isn’t thinking about ad spots so much as she’s thinking about Marketechture, the way a […]
At so many companies, the marketing mix is divided into silos. Social media is often bolted on as an afterthought, and frequently handled by a number of different agencies or individuals. The result is often “schizophrenic” messaging, the inconsistency of which confuses and scares off customers. We once had a client whose Facebook page was […]
Our company, LiveWorld, through the great efforts of our team, has seen good progress in the last few years. Along with that, we’ve had team members repeatedly come close to burning out—including me. I’d like to see us continue to grow and do well, but in a more balanced fashion. Some of this is better […]