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Disgruntled Customer 2.0 – Lessons Learned from British Airways in Brand Reputation

In just a couple of weeks, I will be flying British Airways  as I travel to speak at Interaction 2013,  an intranet conference in London that I’m really looking forward to and would ideally like to attend while fully dressed — I’m sure the attendees would appreciate it too. So, the recent firestorm regarding British Airways and the lost baggage incident on Twitter certainly peaked my interest. Painful as it for British Airways right now, it’s a great case study of many things: customer service, crisis communications, reputation management and social media presence.

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Who’s Using Social Media Anyway?

Guest post by Ann Barrett, Director eRecruitment & Social Media Strategy at Sun Life Digital. You can find Ann via her Social Recruiting blog where she writes about social media and Human Resources. She can also be found on LinkedIn.

Facebook. Twitter. Google+. Pintrest, Instagram, LinkedIn. They all have become mainstream words we use in our everyday conversation. They have penetrated all forms of media including print, TV, radio, video and digital. It would almost seem strange not to hear or see those familiar icons.

Instagrampca_icon_linkedin_111w_116h googleplustwitter Copy of YouTubeCopy of pca_icon_facebook_111w_111h

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The Best of 2012’s Social Media White Paper Goodness

Are you addicted to white papers, just as I am? Well, my friends at Awareness, Inc. have put together an epic list of the top 10 social media whitepapers of 2012. Enjoy the white paper goodness. And try to tweet every once in a while so we know you’re still there, K?

Source: Awareness Inc.

To help you understand important shifts in the social media landscape and how they affect marketing, Awareness Inc combed through the juiciest research findings from 2012, pulling out 10 studies and 30 essential takeaways for any successful marketer and created a guide to help you with them . The ten white papers included are:

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Finding the Needle in the Proverbial Social Media Haystack [#infographic]

97% of chatter on social media offers little to no value to your organization nor its goals. So how do you get to the 3% that matters?

Astute Solutions, a CRM software solutions company, has created an infographic to help you make business sense of all the social media chatter and integrate valuable social insights throughout your entire organization.

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Turning Social Influence Into Social Gain

Again, I admit… I love me some Awareness Inc. And they’ve recently put together a white paper and infographic on leveraging social influence for marketers. Please note: I do not receive incentive from Awareness Inc. for posting content or whitepapers that is produced by them. Nor have they asked me to post on their behalf. I simply believe in what they do.

As a marketer, your ultimate objective is to influence your audience to believe certain things, to behave in certain ways and ultimately to consume or buy your products and services. Sure, your performance may be judged by a very specific set of metrics, but at the end of the day your objective is to influence your audience.

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From Social Media to Social Business at IBM BeNeLux (Case Study)

IBM’s goal is to promote the vision of social business by embedding it into the digital activities and everyday thinking of employees. The challenge is to inspire already technically savvy and digitally motivated employees to become ‘digital citizens’, enthuse them about the value social media can add and motivate them to start exploring the online world.

With this objective in mind, IBM BeNeLux enlisted the aid of global marketing agency, Ketchum Pleon, to help them transition from not just doing social media, but to transform  their daily business through social technologies. A pool of best technical minds and leading innovators – who believe in building a smarter planet – decided to move IBM and its clients well beyond social media into a new era of collaboration they call Social Business.

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