All Latest Articles

Is Twitter the call centre of the future?

adaptive, (Dec 1, 2011)

Customer interaction via Twitter is now gaining pace. Companies are increasingly integrating Twitter into their CRM support to enhance their brand value and reduce costs. Can Twitter offer tangible...

UK vs US social consumers, VH1 social strategist interview, niche social networks and more

Nick Johnson, (Nov 29, 2011)

Hi all, I hope you're all well! It's an exciting week for us - we've begun to scale up the amount of useful analysis and insight we put out, and our first story - an investigation into Google+ -...

Is Google+ a Facebook killer?

adaptive, (Nov 29, 2011)

As the new kid on the block, Google+ is gaining followers at a rapid pace. The question is should businesses be paying attention to it right now?  Launched at the end of June as an invitation-o...

7 key tweets from #csmeu

Nick Johnson, (Nov 29, 2011)

Hello all, I've just got back from the European Corporate Social Media Summit (a little early - lunch is still ongoing, but it's in Will's capable hands) and I thought I would pull together the ...

Gamification, reputation management, creating your social media voice and our new facelift

Nick Johnson, (Nov 22, 2011)

A look at gamification: the new trend that is changing the way we interact Gamification has been one of the hottest terms in marketing over the past year and it shows no sign of slowing going into...

An infographic on social commerce, a look at the US’s most social companies, Volkswagen’s Fanwagen campaign and still the same old questions?

Nick Johnson, (Nov 15, 2011)

Infographic Timeline: A look at the history behind Social Commerce Social Commerce has been one of the hottest terms in social over the past year and it shows no sign of slowing. As corporations w...

The point of Google+ pages, Samsung's gamified corporate website and Lemsip's innovative new campaign

Nick Johnson, (Nov 8, 2011)

Hi everyone, Welcome back to another dose of social media news, analysis and best practice. Straight to it: What's the point of Google+ pages? Yesterday Google announced their long sought-afte...

What's the point of Google+ Pages?

Nick Johnson, (Nov 8, 2011)

So, Google+ have just launched their 'Pages' feature for businesses wanting to leverage the new social network. I've just set up the USM page, and once I'd clicked create I sat back and wond...

Tips on social media from US presidential hopefuls, how to improve on a great campaign, and best practice customer service

Nick Johnson, (Nov 1, 2011)

Hi everyone, Back to the regulation five pieces of best practice this week, covering customer service, using Twitter for marketing, and what you can learn about social media from the US presiden...

Two case studies from McDonald's and HP along with insights into Facebook's commerce strategy and more

Nick Johnson, (Oct 25, 2011)

Hi everyone, Hope you're all having a good week, and welcome to this edition of our Tuesday Update. On to business... How to react when your employees complain via Facebook It has alway...

#scsm12 results preview, VW and Zyrtec case studies, and social CRM

Nick Johnson, (Oct 18, 2011)

Hello everyone, It's been a really busy week, but we've got some fantastic stories for you. Happy Tuesday! Provisional results from the #scsm12 released Every year we put together our 'State o...

social media customer service, social compliance and a fall from grace for Starbucks

Nick Johnson, (Oct 11, 2011)

Hi all, Hope you're well! Four posts and a request for help this week: Social media customer service is a failure And that's according to Frank Eliason, formerly @comcastcares and now SVP o...

Verizon's social customer service; Burberry on social publishing; best practice b2b social media

Nick Johnson, (Oct 4, 2011)

Good morning/afternoon everyone, Hope you're all having a wonderful day! Plenty to get through this week: from key learnings on b2b social media; to an interview on how Verizon use social med...

The positives and negatives of Facebook's new features, gamification and crisis comms

Nick Johnson, (Sep 27, 2011)

Hi everyone, First off apologies for last week. We moved servers and managed to screw up our blog at exactly the wrong time (ie roughly one minute after sending the Tuesday Update). For those of...

Some results from our recent research with social media execs

Nick Johnson, (Sep 27, 2011)

Hi everyone, As you may know, the whole USM team has been researching social media trends and growth areas for 2012. I wanted to share a few of the broad conclusions we came to last week when we...

Taking social media outcries seriously, art or science?

Nick Johnson, (Sep 26, 2011)

This article was written by Alex Wilson When does a social media trend become a problem? Large companies today frequently come up against the anger of individuals on the internet, channelled thro...

regulated industries and social media, Facebook's (negative) new changes, and an introduction to gamification

Nick Johnson, (Sep 23, 2011)

Hi all, Four interesting pieces for you today, so straight into it Regulated industry sets up common standards for social media use Social media for regulated industries is a difficult game. L...

Gamification: Where game dynamics meet marketing

Nick Johnson, (Sep 23, 2011)

This article was written by Alex Wilson What is gamification? Gamification is a growing aspect of business marketing, often making use of social media to engage existing and potential customers...

Facebook for customer service, case studies from Virgin and Park Bench, and why b2b social media will explode

Nick Johnson, (Sep 13, 2011)

Hi all, Some great content this week - focusing on how to get better engagement on your Facebook page; some predictions on social media adoption over the next year; how to use Facebook for custo...

Case studies from Toyota, Ariel and HSBC - along with a look at the power of negative reviews

Nick Johnson, (Sep 6, 2011)

Hi everyone, and welcome to your latest installment of our Tuesday Update.This week we’re covering stories about Toyota, HSBC and Ariel, along with an assessment of the power of negative reviews....

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