Dateme Tamuno

As twitter acquires periscope, live video streaming apps will transform social media marketing in...

If you are following the social media landscape, you may have noticed that Twitter recently acquired a live video streaming app known as Periscope. The start-up is still at beta stage but seems to point to the future of social media marketing. Looking at...

Online reviews- why the bad ones are also good.

You might be wondering how brands could benefit from negative online reviews. Most online based businesses run scared and suffer in trepidation with the thoughts of having a negative review, comment or mention. That spells disaster or a PR rally, if it is a...

How to spot fake online reviews

Online customer reviews are gaining supreme level of importance for brands across several social media channels, blogs and peer-to-peer forums. Online booking companies like expedia.com, booking.com, kayak.com and a host of others, are now ranking hospitality and tourism related brands based on the number...

10 reasons why social brand advocates are more important than influencers

Marketing across social media is continuing to gain more attention, as businesses seek to reach new and wider audience. In trying to achieve this goal, there are two categories of people, which are considered to be instrumental. They are known as the advocates and...

How geographical location determines social brand sentiments.

In my previous post, I clearly highlighted how the uses of negative, positive and neutral metrics, in analysing the sentiments of customers are at best rudimentary. It fails to give an incisive account of emotions and attitudes of your customers. A few...

Social Sentimental analysis: transcending positive, negative and neutral metrics

Companies are continuously seeking innovative and effective ways, to understanding the sentiments or socialized feelings consumers have towards her brand. There is a plethora of social media monitoring and engagement platforms out there like: Linkfluence, Sprout social, Hoootsuite UberVU, brandwatch, synthesio, sysomos, Tweetdeck and...

Social CX insights from crowd funding platforms

Social customer experience has gone beyond the traditional social media platforms like Facebook, Twitter, LinkedIn- also transcended online feedback communities like Yelp, Trust pilot and Feefo, to crowdfunding platforms like Kickstarter and Indiegogo. Crowd funding simply means, the act of using the internet to fund...

Customer managed relationships (CMR), a rebranding of CRM or just a philosophical change?

Marketing thought leader, Seth Godin, wrote a blog titled: ‘CRM is dead.’ In this blog, he cited how Disney destinations marketing division, now have a department called Customer managed relationships (CMR). To further buttress the point, Tim from Disney enthused: “CMR is our Vision...

15 Social CRM predictions for 2015

In 2007, George Colony, the CEO of Forrester research, understood the changing CRM landscape and opined: “It’s now a two-way conversation. Listen, respond and talk intelligently. Stop dictating to customers. It’s your customers, not you, who have the power.” One of the leading...

7 reasons why storytelling, creates emotionally engaged online communities.

As companies look for ways to create and maintain emotionally engaging online communities, storytelling has been identified to be a good enabler. Dom Robertson opined on the Guardian site: “The winning formula for consumer engagement is storytelling. Narratives as powerful as the Bible,...

Touching your customers in a contagious manner: The Starbucks way.

On a cold Saturday morning, I popped into a Starbucks at Embankment London, to get a hot chocolate and a bottle of water. It was a massive queue and most customers looked grumpy and sleepy. The guy ahead of me in the queue, looked...

Why Social CRM and not traditional CRM, makes a company more emotionally intelligent

The book titled: CRM at the speed of light: Social CRM 2.0 strategies, tools and techniques for engaging your customers, written by social CRM thought leader, Paul Greenberg, is like a go-to-guide or bible of Social CRM. Paul Greenberg defines Social CRM as:...

10 great ways to leverage on customer emotions in 2015

As companies canvass around, looking for ways to gain competitive advantage in 2015, it is looking a lot clearer, that prices and product quality will continue to be similar. The somewhat million dollar question, lies on what would form the differentiator? I have been...

5 reasons why customers demand to communicate with a human

Communication is a very important element of customer-centric organizations and is also the most important element in mitigating customer stress. Imagine you are on a train platform and there is a train delay, your emotions run high, as you pay an intermittent and frantic...

The interplay between intelligence quotient (IQ) and emotional quotient (EQ) in boosting sales performance.

I would start by posing this question to you: Have you ever been in a situation, where a smart salesperson, was trying so hard to sell you a product, without listening to your needs? He or she may be considered to have a...

Empathy-building intelligence: Four drivers of human behaviour

A few days ago, I stumbled upon a blog post, written on how writers could connect and attract with more readers- through understanding the emotions of these readers. This blog post revealed the importance of understanding the four drivers of human behaviour: ...

Emotions on luck and how they impact on the brand experience

A few days ago I got chatting with a very friendly and enthusiastic lady- as she got talking about brands-favourites and least favourites. She began talking about how she liked the BMW car brand, but that she had one and was forced to...

Using social intelligence to improve web 2.0 customer experience

A few hours ago I stumbled upon one of the most interactive, less formal and funniest tweet engagement by a company and a customer- on the social News giant site- Buzzfeed. In this case, it was between Tesco mobile and a customer, with...

Emotional intelligence 2.0 strategies in customer experience

A few months ago, I was in a gadget shop, testing out a product and at the background was a customer with a faulty device, she was very hysterical, crying, shouting and making abusive statements at the shop assistant. In the passage of time,...

How twitter identifies and defines 9 components of a great customer service.

Out of a raw and uncooked curiosity, I sought out to uncover, what elements make up and defines a great customer service. This sudden yearn, led me to twitter and I typed the phrase ‘great customer service’- prefixed with the customary hash tag- obviously!...

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