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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..

Dan Aston Jun 22, 2017

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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..

Dan Aston Jun 15, 2017

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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..

Dan Aston Jun 09, 2017

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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..

Dan Aston Jun 02, 2017

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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..

Dan Aston May 25, 2017

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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..

Dan Aston May 18, 2017

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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..

Dan Aston May 11, 2017

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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..

Dan Aston May 04, 2017

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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)..

Dan Aston Apr 27, 2017

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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..

Dan Aston Apr 20, 2017

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Social Customer Service: The Fundamentals

Today it is estimated that over 70% of the UK’s workforce have customer facing roles. Combine this with the rise in customers utilising social media,..

Dan Aston Apr 06, 2017

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Social Media Law: is your organisation putting itself at risk?

In a recent webinar with legal expert Steve Kuncewicz, Principal Lawyer at Slater & Gordon LLP, we explored the current social media law and legal..

Dan Aston Mar 30, 2017