measure what matters online tools for understanding customers social media engagement and key relationships

Download Book Measure What Matters Online Tools For Understanding Customers Social Media Engagement And Key Relationships in PDF format. You can Read Online Measure What Matters Online Tools For Understanding Customers Social Media Engagement And Key Relationships here in PDF, EPUB, Mobi or Docx formats.

Measure What Matters

Author : Katie Delahaye Paine
ISBN : 1118016327
Genre : Business & Economics
File Size : 44. 97 MB
Format : PDF, Mobi
Download : 712
Read : 516

Download Now


In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

Social Media Campaigns

Author : Carolyn Mae Kim
ISBN : 9781317312871
Genre : Business & Economics
File Size : 33. 69 MB
Format : PDF, Mobi
Download : 391
Read : 536

Download Now


Social media has ushered in a new era of communication between organizations and key stakeholders. This text guides readers through a four-step process of developing a robust social media campaign. Covering the latest industry standards and best practices to engage digital audiences through social listening, strategic design, creative engagement and evaluation, each chapter also includes expert insights from social media professionals. Focusing on principles rather than a specific platform, this is a text dedicated to developing social media competency that can adapt to any organization or environment.

Social Media And Crisis Communication

Author : Lucinda L. Austin
ISBN : 9781317607977
Genre : Language Arts & Disciplines
File Size : 54. 83 MB
Format : PDF, Mobi
Download : 995
Read : 606

Download Now


Social Media and Crisis Communication provides a unique and timely contribution to the field of crisis communication by addressing how social media are influencing the practice of crisis communication. The book, with a collection of chapters contributed by leading communication researchers, covers the current and emerging interplay of social media and crisis communication, recent theories and frameworks, overviews of dominant research streams, applications in specific crisis areas, and future directions. Both the theoretical and the practical are discussed, providing a volume that appeals to both academic-minded readers as well as professionals at the managerial, decision-making level. The audience includes public relations and corporate communication scholars, graduate students studying social media and crisis communication, researchers, crisis managers working in communication departments, and business leaders who make strategic business communication planning. No other volume has provided the overarching synthesis of information regarding the field of crisis communication and social media that this book contains. Incorporated in this volume is the recent Social-mediated Crisis Communication Model developed by the editors and their co-authors, which serves as a framework for crisis and issues management in a rapidly evolving media landscape.

Strategic Customer Management

Author : Adrian Payne
ISBN : 9781107014961
Genre : Business & Economics
File Size : 75. 20 MB
Format : PDF, Docs
Download : 740
Read : 319

Download Now


"The strategic management of customer relationships is a critical activity for all enterprises. The means of effectively managing relationships with customers are typically addressed under the headings of relationship marketing and customer relationship management (CRM), to name but two terms used to describe the management of customer relationships"--

The Handbook Of Strategic Public Relations And Integrated Marketing Communications Second Edition

Author : Clarke Caywood
ISBN : 9780071770989
Genre : Business & Economics
File Size : 32. 73 MB
Format : PDF
Download : 741
Read : 419

Download Now


The definitive guide to PR and communications—updated with the newest social media and brand-reputation tools and techniques The most authoritative, comprehensive resource of its kind, The Handbook of Strategic Public Relations and Integrated Marketing Communications, Second Edition, is a gathering of 70 of the brightest, most influential figures in the field. It includes 27 new chapters as well as 44 new authors addressing the major changes in the field since the last edition: the use of social media in business, demanding and growing stakeholder relationships and a new era of openness and transparency to protect reputations and brands and to prevent crises. Providing best practices for 28 key industries, the handbook is conveniently organized into thematic sections: Introduction to Public Relations and Integrated Communications— research, history, law and ethics Stakeholder Leadership in Public Relations—crisis management, employees, investors, consumers, press, corporate philanthropy and digital communities Current and Continuing Issues in Public Relations—business sustainability, environmental communications, and reputation and brand management Industries and Organizations: Business-to-Consumer and Business-to-Business—automotive, aviation, insurance, hospitality, healthcare, consulting, financial, food, law and energy Each section highlights specific case studies and examples to illuminate exactly how to plan and execute different methods for optimum results. The book concludes with a section on the future of the industry—developing issues, trends and roles of public relations and integrated communications. Use The Handbook of Strategic Public Relations and Integrated Marketing Communications to position your company, your brand and yourself for success for many years to come.

The Business Of Influence

Author : Philip Sheldrake
ISBN : 1119978300
Genre : Business & Economics
File Size : 75. 33 MB
Format : PDF, ePub, Mobi
Download : 999
Read : 953

Download Now


Media has most definitely evolved, as have the ways in which we contemplate, design, communicate and execute strategy. And rather than technological evolution, we’re plainly in the midst of a technological revolution. We have no choice then but to reframe marketing and PR in the context of 21st Century technology, 21st Century media and disintermediation, and 21st Century articulation of and appreciation for business strategy. “Today, every organization is in the influence business. We influence customers to buy from us, employees to work for us, and the media to write about us. Gone are the days when you could be your own island. Now, to be successful, you need to live within the influence ecosystem and that requires a change of mindset. Fortunately, Philip Sheldrake will show you how.” David Meerman Scott, bestselling author of The New Rules of Marketing & PR and the new hit Real-Time Marketing & PR

Trust Social Relations And Engagement

Author : D. Padua
ISBN : 9780230391253
Genre : Business & Economics
File Size : 62. 74 MB
Format : PDF, ePub
Download : 900
Read : 409

Download Now


Explains how all institutions have to turn their relationship with stakeholders into a 'social' one, which involves designing new Trust and Engagement strategies. A specific indication on how to build and measure value out of these strategies is offered by the innovative 'Value for Engagement Model'.

The Social Media Management Handbook

Author : Robert Wollan
ISBN : 1118003527
Genre : Business & Economics
File Size : 21. 85 MB
Format : PDF, ePub, Mobi
Download : 554
Read : 372

Download Now


How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.

Social Customer Experience

Author : Dave Evans
ISBN : 9781118826102
Genre : Business & Economics
File Size : 46. 71 MB
Format : PDF, Mobi
Download : 599
Read : 1057

Download Now


Social Customer Experience: Engage and Retain Customers through Social Media builds on the prior works of author Dave Evans. As an update to Evans’s earlier book Social Media Marketing , the new Social Customer Experience connects the early cases presented in 2010 with significant, contemporary examples, key concepts, and best practices associated with the adoption of social technology by global brands. This latest edition offers a blueprint for transforming your organization’s disparate social initiatives into a unified social experience strategy. Most people know that social technologies are transforming business, but few understand how those changes are happening across the organization. Whether in marketing, communications, customer care, digital media or product development these changes shape the way in which business manage the experience their customers have with the brand. Filled with practical examples of what to do, and illustrated with cases taken from real companies, Social Customer Experience fills in the gaps for companies who want to do more with social than just listen and experiment. Part I lays the groundwork by explaining the three waves of change that combine to form social customer experience: social technologies and their impact on Web 1.0 digital infrastructures; social customers and their impact on marketing and support operations; and the new discipline of customer experience management that is reframing the old sales–and–service–centric ways of thinking about how companies relate to customers. Part I concludes by defining the social customer experience ecosystem, both on and off your own web domain. Part II, “Your Social Presence,” puts you on the ground, with tactics and examples for how to apply social technologies and achieve your business objectives, how to measure and analyze social data and show business value, and how to implement a best–practice approach to avoid common traps and pursue proven opportunities. Part III digs deeper into the five building blocks of social customer experience: organization, platform, content, people and tools. What’s a social experience organization look like? What systems need to be in place? How do you get the most out of the social “objects” – content and other assets – that are the byproduct of great social customer experiences? How do connections between customers – the social graph – come into play? And what applications will you use – literally, what will you empower your customers to do? Part III answers these questions in the practical, method–driven style of authors Dave Evans and Joe Cothrel. Social Customer Experience features detailed exercises that show you how to translate learning into action, hands–on tutorials using today’s social media tools and platforms, and compelling, modern case studies from organizations of all sizes—from the Fortune 500 to nonprofits and mom–n–pop main–street shops. As a bonus, the book also features resources and references to connect readers with the current thought leaders and sources of timely information. If you’re interested in business, and how business is being reshaped by social technology, Social Customer Experience will show you a path to a new relationship with your customers, customers not only buy your products and services but get more out of them and go on to become partners in your business–selling, supporting, and innovating on your behalf.

The New Relationship Marketing

Author : Mari Smith
ISBN : 9781118135006
Genre : Business & Economics
File Size : 44. 46 MB
Format : PDF, Docs
Download : 353
Read : 463

Download Now


A top social media guru shares the secrets to expanding yourbusiness through relationships People have always done business with people they know, like,and trust. That's the essence of "relationship marketing." Today,the popularity of online social networking has caused a paradigmshift in relationship marketing. This book helps businesspeople andmarketers master this crucial new skill set. Social marketingexpert Mari Smith outlines a step-by-step plan for building asizable, loyal network comprised of quality relationships thatgarner leads, publicity, sales,, and more. If you're a businessman or businesswoman feeling the pressure toshift your approach to using social media marketing, to betterunderstand the new soft skills required for success on the socialweb, and to improve your own leadership and relationship skillsthrough emotional and social intelligence, this book is foryou. Outlines how to become a significant "center of influence" foryour customers and prospects Explains the unspoken rules of online etiquette—and thecommon "turnoffs" that drive customers and potential partnersaway Details the unique cultures of Facebook, Twitter, and otherpopular online platforms Shows exactly what to automate and delegate to build yoursocial media persona, yet still retain the personal touch Even if you currently have zero presence online, this book willhelp you see measurable results in a short time.

Top Download:

Best Books