Liveworld
Increasing the ROI of Social Media Marketing and Measuring Success Measuring social media success can be a bit more challenging than that of other marketing channels. Nevertheless, it’s a myth that you can’t measure return on investment that’s produced by social media marketing programs. You can. In fact, some of America’s top brands (such as […]
post by: Matthew Hammer, VP- Marketing Part 4 in the Series: Social Customer Service 72% of consumers expect resolution within one hour when using social media for customer service issues, according to Milward Brown Digital. That’s not a lot of time. What’s more, Simply Measured found that for the 30% of brands that do have a dedicated customer service handle on […]
post by: Matthew Hammer, VP- Marketing Part 3 in the Series: Social Customer Service Customers have high expectations for social customer service. At LiveWorld, we’ve found that 42% of consumers expect a response from companies on social media within an hour. However, many companies are failing miserably at meeting those expectations – 33% of consumers who reach out on social media for […]
post by: Matthew Hammer, VP- Marketing Social customer experience is the chief battleground for brands; it is where consumers’ eyes, ears, minds and hearts are. How can you Maximize the Customer Experience in a Socially Charged World? LiveWorld CEO, Peter Friedman, prepares your brand for battle in his presentation for the Marketing Profs Virtual Conference Series. According to Gartner, 89% of […]
post by: Matthew Hammer, VP- Marketing Part 1 in the Series: Social Customer Service Now more than ever, customers are taking their customer service issues to social media. But do you know how high the stakes are? Several studies show that it is critical for businesses to have an effective social customer service program. According to J.D. Power and Associates, 67% […]
post by: Matthew Hammer, VP- Marketing 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 […]
post by: Matthew Hammer, VP- Marketing 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 […]
post by: Matthew Hammer, VP- Marketing 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 […]
post by: Matthew Hammer, VP- Marketing Peter Friedman joined Guy Wehman in this interview aired on Sun Coast Live. Listen in as Peter talks about his time at Apple, experiences at the Social Shakeup Conference, and how social media is affecting current day situations in the Middle East & the NFL. Peter also discussed the changing world of marketing and advertising, which […]
post by: Matthew Hammer, VP- Marketing I first got to know Starbucks CEO Howard Schultz in the late ’90s when I produced a virtual live event that featured both Schultz and Mark McGuire speaking on behalf of a social cause. The event took place on Talk City, a consumer-community website that LiveWorld created and managed during that period. During the run-throughs […]