It’s believed that word of mouth marketing officially kicked off in the early 1970s when psychologist George Silverman created “teleconfered peer influence groups.” These events brought physicians together to discuss the latest pharmaceutical products. A…

Everyone is talking about the death of organic reach in social. The graph below from Social@Ogilvy shows the steady decline in Facebook’s organic reach over the past couple of years. In 2012, organic reach of content published from brand pages was about …

Media-savvy brands have known for years that every Facebook post from a delighted customer or tweet from a disgruntled former employee represents a voice: a real person with family, friends, and meaningful influence in their respective networks. A social…

Real-time analytics paired with real-time marketing tactics have the potential to transform the way brands participate in global cultural events. The transformation of media triggered by social, mobile, and ubiquitous connectivity, means a brand with a s…

The balance of power between consumers and companies is shifting. The individual voices of customers are more important – and have more impact on business – with every passing day. In fact, 70% of the buying process is done before a customer visits a bra…

Do what you love, and you’ll never work a day in your life, right? For younger professionals (and aspiring professionals), landing a job in social media and getting paid to post on social networks that they already frequent may seem like a dream. Indeed,…

You’re killing it with your content marketing. You’ve created a veritable content marketing machine with a loyal audience, and you get what your readers want. But now your company is quickly expanding into new international markets, and you’re tasked wit…

Business leaders are catching on to the importance of customer experience management (CXM); in fact, 91% of organizations surveyed said they aspire to be among the customer experience leaders in their industry. At the same time, many seem stuck in the as…

There was a time not too long ago, in a galaxy not too far away, when the shopping experience began and ended at the doors of a brick and mortar store. You decided you wanted to buy something, made the journey to the store, found your item, purchased it,…

25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use a separate account that’s dedicated to fielding inquiries and solving problems? In From AM to PM: Twitter Customer Care in a …

Walk around Manhattan for a weekend and you’ll notice that a handful of brands have storefronts all over the island. The Upper East Side location may be smaller and have a more minimal selection, the SoHo store might be massive, and perhaps it’s difficul…

Ad blocking started out as a byproduct of procrastination. Back in 2002, Henrik Aasted Sorensen wrote the code for Adblock, the first widely used ad blocker, while trying to avoid studying for an exam. Flash forward to 2016, and ad blocking has gone main…