The week of October 4, 2021, Facebook's week went from bad to worse when the company's entire family of apps were inaccessible to users with no warning. The massive outage, which impacted Facebook, Instagram, WhatsApp, Messenger, and Oculus, lasted over 5 hours. Both platform users...
While the recent Netflix documentary "The Social Dilemma" hasn't gotten as much attention as previous documentaries, it does raise legitimate concerns about what social media is doing to society. After working in the social media industry for over a decade and running a social media...
As 2017 is revving up into full gear, you may find yourself looking at your social media channels and asking, “How can I improve the experience my customers have on my channels?” Having A+ customer service on social media is essential for building a strong...
When I first heard about brands using Chatbots in marketing, specifically on their social media channels, I was skeptical. Maybe it’s because I wasn’t familiar with Chatbots. Maybe it’s because as a Community Manager- where my entire job is to build communities and facilitate authentic...
If your customers were to grade your customer service on social media, how would your brand do? Would you be an A student? Maybe sliding by with a C? Or would you be trailing behind the rest of the class? If you’re not at the...
With recent current events and tragic news in the media each day, it’s time to talk about best practices your brand should use when it comes to social media during a crisis. Far too often we see brands really mess this one up. I’m speaking specifically...
“The Social CEO” is a phrase you might have heard by now. As the world of social continues to expand, the phrase continues to catch fire. But as of January 2016, a whopping 61% of all Fortune 500 CEOs had no social media presence whatsoever....
They’re out there and you’ve probably encountered them before—trolls. Not the cute pencil topper accessories that you had as a kid. I’m talking about social media trolls. A social media troll is someone who deliberately posts negative comments to provoke others. Whether factual or not, their...
The days are long gone in which employees might complain about their job to those closest to them. Now, in addition to privately complaining to their families and friends, your employees can broadcast their dismay from the rooftops of every social media channel. The landscape...
If your brand is doing social media well, then you spend a good amount of effort focused on customer service. Let’s face it, when most of us think of customer service we think of something like this: However, customer service has evolved thanks to social media....
You may have heard Airbnb mentioned recently in our “Topics That Are Igniting,” mainly because they just received a sizable investment from Ashton Kutcher. Airbnb is a marketplace that brokers rentals of people’s spare rooms, entire apartments, or vacation spots. It’s a very cool service,...
In one of my recent blog posts, I touched on the idea of social review tools and how much I believe in the idea of customer reviews. It sparked a fair amount of conversation about the power of reviews, especially negative reviews. ...