Strategy, advice, and inspiration for digital marketing and social media experts

Lands' End Faces Two-Way Social Media Backlash: How To Avoid Social Customer Service Nightmares

1 March 2016
Posted by: Matthew Hammer

Two recent decisions by catalog and online retailer Lands’ End have resulted in boycotts from customers with differing philosophies. In a recent catalog, the brand featured an interview with women’s rights activist Gloria Steinem, part of its Legends Series. Customers were also offered an opportunity to support the ERA Coalition’s Fund for Women’s Equality with the […]

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Social Customer Service: The New 21st Century Marketing

5 January 2016
Posted by: Matthew Hammer

Customers are demanding the same high level of customer service from brands on social media that they expect from traditional customer support channels. They want fast, personalized answers to their issues and requests. What’s a brand to do when faced with figures like these? 42% of consumers expect a response from companies on social media within […]

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How to Drive Customer Acquisition with More Responsive Social Customer Experiences

15 December 2015
Posted by: Matthew Hammer

At LiveWorld we recently conducted some research on social customer experiences. Through our research we found that 74% of retailers don’t have a social media strategy to improve the customer experience, and that the same percentage don’t have a plan for influencing the buying process through conversations. Yep, 74%. That’s startling. The data from social media and conversations […]

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In the Wake of the Paris Attacks: How Brands Can Prepare for a Crisis to Preserve Customer Experience

15 November 2015
Posted by: Matthew Hammer

Was your marketing team caught off-guard by the recent attacks in Paris? Brands must have assurance that inappropriate content and untimely previously scheduled marketing content is not published on social channels during a crisis. What’s more, brands should take the extra effort to be prepared to pivot when tragedies happen in order to maintain a good […]

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