Social media has become one of the most important tools for consumers who wants to file complaints or questions. But, the question is how a brand handles their customer care team.  Sofie De Beule (Community Manager at Engagor) writes in her article link about some of the top 2015 trends for organizing your social customer care team. Read more at: http://www.socialmediatoday.com/social-business/2015-03-24/top-trends-organize-your-social-customer-care-team

Google Analytics is one of the best tools one can use for the purpose of analyzing the audience. With the right insights, one can modify the approach, anticipate customer needs, and create a superior user experience. It is also possible to measure a tremendous diversity of data on your web users, and using that data, you’ll be able to make meaningful change to your branding and marketing strategies. The acquisition insights and behavioural insights will help you explore more details and trend understanding. This information is especially useful in determining which of your marketing strategies is the most effective, but it’s also useful for determining what types of people are visiting your site and why. For example, if you find that the majority of your users are finding your site through content you’ve syndicated on social media, you could double your content writing and syndication efforts to attract an even greater number of users.

To read more, please visit the following link:

http://www.forbes.com/sites/jaysondemers/2015/03/19/how-to-analyze-your-audience-in-google-analytics/

Small enterprises must leverage social media to grow business, find new clients and engage existing customers. To know more, follow: http://www.socialmediatoday.com/social-business/2015-03-08/dos-and-donts-using-social-media-business-infographic

According to a study it was found that 91% of consumers check their email daily, and 66% of consumers have made a purchase online after reading an email marketing message. To find out more about the benefits of including email, social media, and online reputation management in your marketing plans, follow: http://www.marketingprofs.com/chirp/2015/27013/three-digital-marketing-tactics-you-should-adopt-in-2015-infographic

Nowadays, social media is important for any successful digital marketing strategy. ROI of social media marketing can be a great tool for optimizing web presence. Gary Dek (Blogger), writes in his article link about how to avoid social media marketing mistakes, and ways to ensure campaign’s success: http://www.business2community.com/social-media/10-social-media-marketing-mistakes-businesses-must-avoid-01143556

Social media for brands is to have two-way conversations with their customers. But, using social media as a means to broadcast or push messages is not attracting customers nowadays. Sofie De Beule (Community Manager, Engagor) writes in her article link about what type of data is valuable to create meaningful conversations and how brands can truly make sense of it: http://www.socialmediatoday.com/content/3-key-steps-make-sense-social-customer-data

51% of brands believe real-time social media engagement is their biggest challenge on social media. According to a research it was found that 72% of customers expect brands to reply within an hour. So, it is Imperative to know how brands can meet their customers' expectations? Sofie De Beule (Community Manager, Engagor), writes in her article link about some tips to meet customers' expectations on social media:  http://www.socialmediatoday.com/content/3-tips-meet-your-customers-expectations-social-media

Technology is always changing rapidly. Contact centers are technology driven and therefore in the contact center industry, monitoring of new trends and implementing the changes becomes important. Mobility, social media, video and cloud technology are some of the communication services trends that will be dominating in 2015. Read more at: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/926/Default.aspx

Brands are investing more in social media. As per Forrester research, marketers will spend €4.3bn on social media by 2019, up from €2.6bn, and a compound annual growth rate of 10.5%. Further, it was found that 82% of the spending will be on social mobile advertising from 2014 to 2019. The study also says that Facebook dominates European consumers’ social habits, with 60% online people are in the top seven European countries visiting Facebook monthly and 14% visiting Twitter. Read more at:  http://digitalmarketingmagazine.co.uk/social-media-marketing/from-social-media-to-social-commerce/1427

In any business social media is essential. Study has shown that on average a majority of companies don’t know how to measure their social media ROI. Businesses must have a clearly defined goal of what they would like to achieve from social media marketing and should update posts, tweets and pins relevant to their business goal. Right tools must be used for tracking social media. Read more at: http://digitalmarketingmagazine.co.uk/social-media-marketing/how-to-track-your-social-media-success/1331

Social media is very important nowadays. According to a research done by Pew Research Internet Project, the following statistics was found. They are: 74% of online adults use social networking sites, 19% of online adults use Twitter, 71% of online adults use Facebook and 21% use Pinterest. So, businesses must leverage social media. Read more at: http://www.socialmediatoday.com/content/leverage-social-media

According to a recent report from Message Systems, it was found that consumers prefer to receive marketing messages, special offers, and coupons via email. It was also found that for non-emergency customer service issues, email is the most preferred. Phone conversations are the next most popular means for non-emergency customer service issues which is preferred by 29% followed by online chat (9%) and social media (7%). Read more at: http://www.marketingprofs.com/charts/2014/26627/how-consumers-prefer-to-receive-marketing-messages

Social media crisis is defined by Gartner a crisis that arises in or is amplified by social media, and results in negative mainstream media coverage, a change in business process, or financial loss. Brand loyalty and trust are elements that need to be built into your crisis strategy. Timely responses and communicating updates will help to keep customers satisfied. Businesses should have a good social media crisis strategy. To know more, follow: http://www.socialmediatoday.com/content/how-manage-social-media-crisis

Organizations must to exploit social media – whether it is social media listening, online analytics, social media intelligence but few organizations do it. Claire Snook (Content Strategist at sixth sense) writes in her article writes about some tips on how brands, regardless of size, can gain competitive advantage. Read more at: http://digitalmarketingmagazine.co.uk/digital-marketing-data/how-to-derive-actionable-insight-from-social-data/1078

According to a recent survey by Dimension Data, it was found that for younger Generation Y consumers, electronic messaging, social media and smartphone applications are preferred over traditional voice calls when interacting with a company. Technology is providing a way of overcoming limitations of the past. Cloud technology will be the game changer in customer service. In another survey by Dimension Data, it was found that 77.6% said cloud technology had helped cut costs to serve customers, another 65% already using cloud-based technology solutions agreed that it had provided access to new and enhanced functionality. For 64.8% of the respondents, the technology had improved flexibility. Read more at: http://www.rcrwireless.com/20141201/opinion/reality-check/reality-check-taking-customer-service-cloud-tag10

Social media has opened the gates of consumer data and outdated demographic advertisements. Companies can gain a lot of information on individuals through their social media accounts. Every post made, comment liked, or page shared gives an insight into who we are. New features also allow social media sites to learn why certain ads don’t appeal to us, and which ones we tend to react more. Managing vast information in a social media site is a complicated process. Read more at: http://www.socialmediatoday.com/content/using-data-better-social-retargeting

Nowadays businesses are vying for customers’ attention and making strategy on how to attract customers to your site and convince them to buy. One important strategy is to offer value in the form of content. The content is a powerful tool that business house can use to boost brand and elevate sales. It was found that 40% of marketers report that inbound marketing, including content such as blogs and social media, demonstrate positive return on investment for a company. According to research by Ipsos OTX, photos are the most popular form of content shared on social media. To know more, follow: http://digitalmarketingmagazine.co.uk/social-media-marketing/how-engaged-are-your-social-customers/1225

Social media and smart phones help dissatisfied consumers to raise their voice. Most companies understand the extent to which a company’s image can be damaged, but many companies do not know that technology also exists to help and improve their customer service standards. To know more how Contact center management software can help companies to take corrective action, follow: http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/869/Default.aspx

According to Manish Godha (Founder & CEO, Advaiya Solutions), social media seems to be the most attractive media through which a business can interact with an audience. Individuals allow an exceptional view into their thought processes, by leaving traces of their activities - personal, social and professional - on the internet. Social analytics attempts to draw relevant understanding and inferences from them which could be used by different divisions of various brands. It is very difficult to ensure that the analysis is relevant and reliable. The most common use of social media analytics is to mine customer sentiment in order to support marketing and customer service activities. It is important that the models correspond to the business context and the intervening mechanics are accounted for. Read more at: http://www.business-standard.com/article/management/social-listening-for-market-intelligence-114092100688_1.html

Nowadays,Ice Bucket Challenge has gone viral in social media. According to the author, Gabrielle Boko (Executive Vice President of Marketing at Sage North America), startups, established firms and marketers can learn from the success of the Ice Bucket Challenge. Those companies who are trying to develop a viral campaign can take into account the following points: 1 Identify the goal or cause. 2 Make it fun and easy. 3 Add immediacy. 4 Understand the power of multiplication. 5 Share on many platforms. 6 Give participants a chance to feel good. Read more at: http://www.entrepreneur.com/article/236843