Social CRM (15)

Ever wonder what makes a Facebook app successful? What is the secret sauce that marketers add to turn a static page app into an engaging experience that expands customer reach and increases brand engagement?  We think the secret sauce lies in an integrated fan acquisition approach that structures FB apps to capture customer insights to inform remarketing, along with fan growth and brand activation.  Read more about Facebook App Review: Structuring Apps for Continued Customer Engagement

Move your social listening program from passive observation to actionable results.  Consumer insights derived from listening should drive increased awareness and engagement.  We put this to the test with a nationally known entertainment-centric company and saw killer results.  Read more about Case Study: Social Listening Drives Measurable Engagement Results

You know customers are talking about your brand. What you may not know is how these conversations are impacting your marketing goals: site traffic, conversion rate, etc.  We recently worked with a Travel & Entertainment client to better understand the relationship between consumer discussions about a major product launch and CRM behaviors like visits to the site, purchase behavior and even call center activity.   What we found was surprising. Read more about Case Study: Connecting ‘Buzz’ to Customer Behavior

With Facebook reaching 800 million users, consumer adoption of social media has grabbed the attention of most marketers.  It’s hard to read a marketing article today that doesn’t mention social media – it’s the topic of most conversations.  It’s no longer an emerging media – it’s an established presence in the minds of consumers (46% of people globally log in to a social network daily.)  In our rush to establish a social presence, marketers built Facebook pages, created apps, and started Tweeting;  however, consumers now expect more. To move to the next level, marketers should apply true CRM tactics to drive measurable results and sustain long-term consumer engagement. Read more about It’s Time to Stop Treating Social Like Mass Media

Our goal is to help educate and encourage marketers to integrate social as a key component of their overall marketing strategy.  No silos, no vacuums, no isolation.  Consumers are inherently social so we believe there should be a social component to everything we do as marketers. 

Consumer connections and social behaviors are here to stay.  We’re at a point now for social to drive results, it’s now about moving from “what” to do to “how” to do it.     Read more about Our Blogging Mission @ Merkle Connect: We’re Not Here to Push a Social Agenda