Enterprise Social Media: what does it involve?

Many organisations bestow their social media channels to the tech savvy intern or recent marketing graduate. Many of which have been delivering social media as though it were their own personal accounts, rather than a valuable enterprise asset with...
22 June 2017 | 11:47 am

Social media customer care starts with listening

According to Harvard Business Review, there was a 2.5x increase in the volume of tweets directed at brands in the past two years. With increasing volume and velocity of customer enquiries on social media, its essential you understand how to...
15 June 2017 | 09:30 am

How to write a social media policy

Many organisations embrace social media to engage the public or their customers, and influence their stakeholders. But often employees are able to post out via corporate social media channels without a social media policy in place!
09 June 2017 | 09:00 am

Six tips to help protect your organisation in a social media crisis

The cyber attack last month affecting the NHS saw around 48 hospitals have access to digital records shut down. Many GPs resorted to social media to inform patients that they were unable to access records, and that operations were cancelled and...
02 June 2017 | 09:30 am

A roadmap to using social media for customer service

Social media plays a critical role in successfully delivering good customer service. Jo Causon, CEO at the UK's Institute of Customer Service, says “social media needs to be a central part of a coherent, sustained and long-term focus on customer...
25 May 2017 | 09:30 am

5 ways to embrace social media in public sector organisations

A recent report revealed that good communication has significantly supported one Police Force in catching criminals. Social media channels (Facebook and Twitter) used by Surrey Police were responsible for 41% of all intelligence tips resulting from...
18 May 2017 | 11:23 am

Five barriers to delivering excellent customer service on social media

When you think about failures in customer service and the impact of social media, you might think about the recent problems at United Airlines ejecting a passenger from an overbooked flight. But there's another important example. We're talking about...
11 May 2017 | 09:20 am

8 common social media risks for organisations

Many well-known companies are coming under scrutiny for their social media blunders including United Airlines, McDonalds and Yahoo to name a few recent examples. Here's our list of the eight most common social media risks which could affect your...
04 May 2017 | 10:30 am

How Social Customer Service impacts bottom line performance

Harvard Business Review recently reported that companies who embrace social customer service capabilities (sometimes called social customer care) improved year-on-year revenue per contact by 6.7%. In the same report they found that at the opposite...
27 April 2017 | 09:00 am

Social Media Law: When to use #Ad in influencer marketing

Social media has made it significantly easier for organisations to leverage high-profile individuals to promote their products, services and brands online, delivering a modern (and potentially lucrative) form of product placement. Social media...
20 April 2017 | 09:00 am