Andy's Answers: What makes a great talker?
Whenever a fan is willing to recommend you to a friend, you’re doing something right. That said, some talkers are naturally better at spreading the word — and it’s an important thing to remember when...
View ArticleAndy's Answers: How UPS defends its brand online
Brand discussions — both the positive and negative ones — move fast in social media. The great social media teams out there are working hard to keep up with both. At our recent BlogWell conference,...
View ArticleAndy's Answers: How Sabre Holdings increased employee participation in its...
Sabre Holdings, a tech company that helps travel brands automate their business, offers a private, Facebook-like community in which customers can interact with one another and with Sabre’s...
View ArticleAndy's Answers: How Adobe used social media for the launch of Creative Suite 5
For the launch of Adobe Systems’ Creative Suite 5, the company used a social media plan that involved a mix of traditional and experimental tactics – and it all led to millions of video views, a...
View ArticleAndy's Answers: How can I use Foursquare to create word of mouth?
Did you know Foursquare grew 3,400% last year? The location-based social tool is incredibly popular, and despite fierce competition, it continues to expand. It’s so widely used that even if you don’t...
View ArticleHow UPS uses social media for customer service
When you deliver more than 15 million packages a day to more than 6 million customers, you need to have a great customer-support system. To better help customers, UPS is doing a pretty amazing thing:...
View ArticleAndy’s Answers: How Target shares insider news with online influencers
Target has an incredible fan base. In fact, it just topped 15 million Facebook fans. The company’s challenge is supplying all of these potential talkers with great things to share. Its goal was to give...
View ArticleAndy’s Answers: Why Coca-Cola is telling their own stories
When you think of Coca-Cola, you probably think of a lot more than just a brown, fizzy drink (soda, pop, Coke, whatever you call it where you’re from). Instead, you think of their branding — you know,...
View ArticleAndy’s Answers: How Xerox is stepping out from behind the copier with social...
When your company is so famous for something that its name becomes a verb (think Google and searching, Windex and window cleaning), you’ve done branding right. But what if you want to expand that brand...
View ArticleAndy’s Answers: How social media gave Thrivent Financial customers a voice
Thrivent Financial for Lutherans is a business built for social media — they listen to their customers to make big decisions. According to Social Media Relationships Manager Stacy Eckes-Borys, their...
View ArticleAndy’s Answers: Why EMC had to rein in its “Social Sprawl”
EMC Corp. had something good going for them: Executives who encouraged employees to be social. But it led to something negative: Too many EMC-branded accounts competing for fans’ attention. Their...
View ArticleAndy’s Answers: How Dunkin’ Donuts learned to celebrate its fans
“If someone is going to get a tattoo of your brand, you should figure out a way to celebrate them,” says Jessica Gioglio, social media manager for Dunkin’ Donuts. According to Jessica, their...
View ArticleAndy’s Answers: How Keurig earns its customers’ love
One morning, an entire neighborhood in New York woke up with brand new Keurig brewers on their doorsteps. It wasn’t because they won a contest or because they asked for them — it was all a part of...
View ArticleAndy’s Answers: How Hilton Worldwide wows guests with its social customer...
Those comfortable beds, big TVs and fancy pools? They’re not just in nice hotels anymore. According to Hilton Worldwide Director of Social Media Planning Vanessa Sain-Dieguez, with people’s homes...
View ArticleAndy’s Answers: How Reebok finds the right social media influencers
When you’re looking for your brand’s social media influencers, it’s easy to get caught up in the numbers. You might think more followers means more influence, but in reality, it’s about much more than...
View ArticleAndy’s Answers: Why social media requires “extreme trust”
In today’s socially connected world, it isn’t enough to just do the right thing. You have to proactively give people a reason to have confidence in your brand. That’s why Don Peppers, co-author of...
View ArticleAndy’s Answers: Why Whole Foods looks to its customers for its Pinterest...
Natanya Anderson, director of social media and digital marketing at Whole Foods Market, says Pinterest creates a lot of great opportunities for brands. For Whole Foods, it drives a ton of traffic to...
View ArticleAndy’s Answers: Why audiences are assets
Some of the best marketing advice author Jeff Rohrs ever received was from legendary rock musician Bruce Springsteen: “Audience is not brought to you or given to you; it’s something that you fight...
View ArticleAndy’s Answers: Who makes a good social media analyst?
“If you’re going to hire an analyst, hire the one that’s doing the Sudoku puzzles in the waiting room,” says Jim Sterne of eMetrics Summit. But, he says, it’s not all about the numbers. In his...
View ArticleAndy’s Answers: Olive Garden’s 5 steps to turn around their social customer...
About a year ago, if you posted a question, complaint or compliment on one of Olive Garden’s social pages, you’d probably be ignored. According to Justin Sikora, Darden director of public relations and...
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