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  • For Community Success, Ditch the Barbed Wire — #CMcartoon

    For Community Success, Ditch the Barbed Wire — #CMcartoon

    It’s something we hear a lot in this business—“we know we need a customer community, but how do we make sure we’re managing every aspect, so nobody says or does anything….crazy/inappropriate/damaging (fill in your own fear words here) in there.” It’s an understandable reaction to a growing trend brought on by social—the loss of company…

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    What Would You Do To Increase Customer Satisfaction 5%?

    What Would You Do To Increase Customer Satisfaction 5%?

    “What if you just increased the percentage of consistently happy customers by 5%?” Christine Crandell posed to readers of a recent Forbes article. What would that mean for your business? The answer seems obvious. Your revenue, word-of-mouth reach, brand reputation, and Customer Lifetime Value (CLV) would all increase exponentially. The way to achieve this increase,…

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    The ROI of Customer Relationships — #CMcartoon

    The ROI of Customer Relationships — #CMcartoon

    Developing good customer relationships has been a key piece of a successful business strategy since long before the days of Facebook, customer communities, and Tweet chats. Whether it’s the store you go back to because the clerk always throws in a little something extra, the beer you buy because your uncle works at the brewery,…

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    “Online Community Building is Now Mandatory,” and Other Thoughts on the Trust Barometer

    “Online Community Building is Now Mandatory,” and Other Thoughts on the Trust Barometer

    We loved Ifdy Perez’s post, “Edelman’s Trust Barometer: You can’t Ignore Social Media Anymore,” on the Vocus blog last week. For one thing, it calls out the importance of adopting social media and community as key pieces of building trust, engagement, and loyal, long-lasting relationships with customers. The Edelman finding that the top four trust…

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