Public Relations & Social Marketing Insight
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Social marketing, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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How Much Does Customer Social Media Angst Really Matter?

How Much Does Customer Social Media Angst Really Matter? | Public Relations & Social Marketing Insight | Scoop.it
From hbr.org - April 4, 2015 6:04 PM

The sheer volume of online feedback means it’s almost impossible for companies to act on every complaint. Most brands are playing catch-up: in 2013 only 30% of brands had a dedicated customer service handle on Twitter, and only 10% of those brands with customer service handles reply to more than 70% of their mentions. Most brands do invest in “social listening” programs, from monitoring software to teams of analysts who scan the feeds in the hopes of muffling bad feedback and amplifying positive feedback. But what’s the real impact of such programs?

As a consultant in PR and social media, I thought I knew. But a recent experience made me question some of my assumptions about consumers, “influencers,” and the companies who can make a difference....

Jeff Domansky's insight:

Morra Aarons-Mele wonders if negative social media really matters, if it's a missed opportunity or whether it's just more noise? Good read.

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Ultimate List of All in One Social Media Tools

Ultimate List of All in One Social Media Tools | Public Relations & Social Marketing Insight | Scoop.it
From www.youbrandinc.com - November 21, 2014 11:37 PM
Managing all your social accounts can be a task. A few years ago an all in one social engagement tool would have been hard to recommend.  Now that major social platforms have matured a bit these “all in one” social management tools are closer to being possible.

Here’s how we defined this list. All of these tools allow you to at least manage more than 3 social networks, most of them allow you to engage or manage in Twitter, Facebook, LinkedIn, and Google+. The more robust ones add in Instagram, Pinterest, Weebo, and other similar networks.
Jeff Domansky's insight:

Useful list of social media tools.

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Social Media Monitoring… Why It’s A Must

Social Media Monitoring… Why It’s A Must | Public Relations & Social Marketing Insight | Scoop.it
From www.digitalinformationworld.com - December 21, 2014 10:29 PM

While this new medium can create a ton of new opportunity and positive influence for a business, it can also do a tremendous amount of damage, and cause a public relations nightmare! This being said, it is essential to be able to address both positive and negative sentiment as soon as possible to show others that you not only care about your business, but also the people that are talking about it.

Since it is almost impossible to monitor every website manually, having a social media monitoring tool or tools is an absolute must in today’s digital world.

Besides the reputation management angle, social media monitoring tools have a tremendous amount of additional benefits and value for a business. Here are a few to be aware of....

Jeff Domansky's insight:

A collection of 15 very helpful tools for social media monitoring.

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WebTech Group's curator insight, December 25, 2014 10:10 PM

Social Media Monitoring… Why It’s A Must - WebTech Group
Drew Hodges's curator insight, February 19, 2015 5:39 PM

This article really illustrates the importance of not only providing content but also listening to your competitors and customers. The unique factor that social media provides is that it is not a one way form of communication. The reason why this is so unique is because, it allows businesses to listen to what their consumers are saying about the company and then respond to any criticisms etc..... In this day and age customers not only expect a response but they also expect their response in a timely fashion.  

With social media users growing exponentially every year it is becoming seemingly impossible to manage your accounts manually. This is why it is very important to have a trusted tool that you believe does a good job at creating and curating content for you, and also listening to what is going on around you.  
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