Our own LiveWorld CEO, Peter Friedman, has written an article on how to be a social storyteller for the Huffington Post. Peter shares the basics of social storytelling, such as, not just using social to make announcements and broadcasting, but moving to asking customers for their stories, creating and participating with them, engage with them. […]
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 […]
“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 […]
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 […]
People often ask me how my company, LiveWorld, helps the world’s biggest brands maximize the results of social. Their daunting task can involve managing hundreds of social pages with hundreds of thousands of comments in dozens of languages. But the truth is, what we do at that gigantic scale is governed by the same principles […]
When using social media, customers experience brands through dialogue and relationships. A savvy marketer’s first step in extending his or her brand into a social space is to think about what it would be like to experience that brand as a relationship—what are its dynamics? Why would your customer want to “make friends” with you […]
Seventy people volunteered to work for free for 6 months to help me launch my company. Here’s why, and how we keep that enthusiasm alive in our culture 17 years later.
We’re often asked how we help the world’s biggest brands maximize the results of social. Their daunting task can involve managing hundreds of social pages with hundreds of thousands of comments in dozens of languages. (Actually, LiveWorld supports up to 70 country-language combinations, to be exact.) Here is a quick list of the kinds of […]
Would you ever host a party and spend the entire time talking only about yourself—or, going a step further, selling yourself—to guests? Would you ever want to attend a party like that? Of course not. A brand’s presence in social media is very much akin to a party, one they want customers to like, speak […]
Marketers who are innovating in social media and working for big companies are likely to have experienced one or more bruising run-ins with their legal teams. Indeed, as I work with clients, I often find an adversarial relationship between social-media marketers and legal departments. It’s bad for everyone. Legal doesn’t understand the benefits of campaigns, […]
