Saturday, 29 September 2018

New LinkedIn Ads Features

Welcome to this week’s edition of the Social Media Marketing Talk Show, a news show for marketers who want to stay on the leading edge of social media. On this week’s Social Media Marketing Talk Show, we explore new LinkedIn ads features and Snapchat partnering with Amazon on new visual search tools. Our special guest [...]

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Friday, 28 September 2018

Chatbots: Everything you might’ve missed in the last year

How to Sell With Facebook Lead Ads

Want your Facebook funnel to be more profitable? Wondering how Facebook lead ads can help? To explore how to sell with Facebook lead ads in an unconventional way, I interview Oli Billson. More About This Show The Social Media Marketing podcast is designed to help busy marketers, business owners, and creators discover what works with [...]

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Thursday, 27 September 2018

The Ultimate Guide to Social Media for Gamers

New Research: Social Marketers Still Can’t Prove ROI

Do you struggle to measure the return on investment (ROI) for your social media activity? Turns out you aren’t alone. In this article, you’ll discover insights from new research that addresses the age-old ROI challenge. #1: Measuring Return on Investment Remains Marketers’ Biggest Challenge Social Media Examiner’s 2018 Social Media Marketing Industry Report found that [...]

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Building Blocks: The Journey: Season 2, Episode 4

Have you ever struggled with setting a hard date to start something? Then watch The Journey, Social Media Examiner’s episodic video documentary that shows you what really happens inside a growing business. Watch the Journey In episode 4, Michael Stelzner (founder of Social Media Examiner) and his marketing team are wrestling with a common theme—when [...]

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Wednesday, 26 September 2018

How we’re redoubling our customer experience efforts in a time of constant change

One of the most powerful aspects of social media is the way it’s rapidly evolved to become part of the fabric of both society and commerce. And no time has seen more change than the past six months. Between GDPR, social’s growing role in global politics and the importance of privacy, social networks have experienced significant and fundamental change. This makes things very interesting for a company like ours that sits squarely between these changes and the 25,000+ brands around the world that we serve.

The customer experience that Sprout Social delivers is one of the things I’m personally most proud of. In the last six months, the rapid pace of network changes across social has challenged our ability to manage and deliver the caliber of support we’re committed to. While only a small percentage of our customers have felt this, that number should be zero, and we’ve fallen short.

At Sprout, we believe “open communication creates progress.” That extends beyond sharing exciting news and recognition. It means acknowledging the bumps in the road and talking about where we want to improve. It means consistently letting you know that we’re committed to supporting our customers and helping them build exceptional brands.

I’m sharing this recent challenge to open a window into the current state of social media and how we’re evolving to maintain our brand promise within an industry in flux.

A lot of the change that’s happening is due to factors outside of our control. But how we adapt to this phase of social is entirely our charge. So, as a team, we’re taking a hard look at how we can continue to deliver an exceptional customer experience in an environment where the new norm is constant change.

Here’s why this matters

Our brand isn’t our design, our products or our logo—our brand is how we make people feel. And customer support isn’t just a department or a job title, it’s our relationship with the people who allow us to do what we love.

Those people are rightfully counting on us to deliver world-class support when they’re using our products to grow their business and build relationships with their customers. Not because it’s written into fine print somewhere, but because it’s the expectation we’ve set for ourselves and our community through every prior interaction.

We know that reputation is built one interaction and one user experience at a time. Our customer support team and the many others on the front lines of those interactions—our team members on social, on the customer success team, in billing and more—make us proud every day. But with an influx of changes and resulting volume of support tickets, they haven’t been setup to respond to and resolve issues quickly for every customer, every time. That changes now.

Here’s what we’re doing

We’re taking a more proactive approach toward communicating network changes and issues so our customers don’t have to ask. Each network change is unique in its impact, so we’re creating the framework to more readily communicate how and why these changes are happening, and what our plan is going forward.

Even when there’s not an immediately available resolution, we’ll err on the side of communication—considering everything from low impact changes to a crisis-level network change. At the lowest level, this might mean an in-app notification; at the highest, I’ll address concerns to our customer base as a whole in an email—the same way I would for our internal team.

For everything in between, expect emails, social posts and—in some cases—even phone calls to address what may be happening. Communication is better than silence, even when we don’t have the solution.

In addition to this day-to-day process, we’ve made a concerted effort to clear our support backlog and provide additional service to our customers from across the team. A perfect illustration of commitment came this past month, when a group of individuals at Sprout gave up their Saturday to work through our support ticket backlog. From Support, Success and Billing, team members came in and knocked out 377 new tickets—leaving our backlog at zero—and dedicated extra hours in the days that followed to continue and maintain those efforts.

As someone who cares deeply about both our team and our customers, I promise that bringing everyone in on Saturday isn’t our new normal—but I hope it tells you something about our team that we had more volunteers than we could accommodate. No one here takes customer experience lightly, and recent months have presented us with a challenge we’re eager to solve.

After all, our customers are more than a support ticket number: They’re small business owners, agencies, global brands, causes and communities that trust us to help them succeed. We have to remember that their trust is what gives us the opportunity to do what we do at all—and that’s not something we ever take for granted.

This post How we’re redoubling our customer experience efforts in a time of constant change originally appeared on Sprout Social.



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4 Ways to Collect Email Leads From Your Facebook Group

Wondering how to build an email list from your Facebook group? Looking for tips to help? In this article, you’ll learn four ways to collect emails from your Facebook group. Why Gathering Emails From Facebook Group Members Is Important Facebook groups can be an awesome way to share content, engage with your followers, and build [...]

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Tuesday, 25 September 2018

How to Track Social Media Traffic Using Google Analytics

Do you know if your social media efforts are working? Wondering how to track link clicks from social traffic? In this article, you’ll discover how to use UTM tags to measure your social media traffic with Google Analytics. Why Measure Your Social Media Traffic? Measuring your social media traffic will help you determine which marketing [...]

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Monday, 24 September 2018

Lights, camera, Instagram TV: Everything you need to know about IGTV

How to Create Customized Reports in Facebook Ads Manager

Need to get a better grip on your Facebook ads’ performance? Do you know which metrics in Facebook Ads Manager to monitor? In this article, you’ll discover how to set up a Facebook Ads Manager report that quickly reveals which ads are working well and which you need to adjust. Why On-Going Analysis of Your [...]

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Saturday, 22 September 2018

Twitter Chronological Timeline Returns

Welcome to this week’s edition of the Social Media Marketing Talk Show, a news show for marketers who want to stay on the leading edge of social media. On this week’s Social Media Marketing Talk Show, we explore the return of the chronological timeline on Twitter and new ways to sell your products directly from [...]

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Friday, 21 September 2018

How to roll out a hybrid paid & organic social media strategy

How to Get More Engagement With Facebook Live

Want more people to watch, share, and comment on your live videos? Looking for tips on improving the quality of viewer engagement? To explore how to get more engagement with Facebook Live video, I interview Stephanie Liu. More About This Show The Social Media Marketing podcast is designed to help busy marketers, business owners, and [...]

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Thursday, 20 September 2018

Using Pinterest to market wedding brands, services and venues

Social Media Image Sizes for 2018: A Guide for Marketers

Wondering how to optimize your marketing images for different social media platforms? Looking for a guide to help you make sure your image dimensions are correct? In this article, you’ll discover a guide to the optimal image sizes for nine of the top social media networks. #1: Facebook Image Sizes Facebook is a starting place [...]

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Plan or Act? The Journey, Season 2, Episode 3

Have you ever put off launching a project because you don’t have all your I’s dotted and all your T’s crossed? Then watch the Journey, Social Media Examiner’s episodic video documentary that shows you what really happens inside a growing business. Watch the Journey In episode 3, Michael Stelzner challenges his marketing team to launch [...]

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Wednesday, 19 September 2018

How to Create Social Media Images With Google Drawings

Want to create social media images without purchasing expensive software? Looking for a solution you can access from any computer? In this article, you’ll learn how to create professional-looking images using Google Drawings. Why Use Google Drawings? Google Drawings was originally built to help businesses create flowcharts, website wireframes, mind maps, and other types of [...]

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Tuesday, 18 September 2018

How to Add a Facebook Virtual Event to Your Launch Strategy

Do you host online events, webinars, or product launches? Wondering how to incorporate Facebook events into your marketing strategy? In this article, you’ll discover how to create and host a virtual Facebook event. Why Host a Virtual Facebook Event? A virtual Facebook event allows you to actively engage Facebook users without having (or in addition [...]

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Monday, 17 September 2018

4 Ways to Reduce Customer Acquisition Costs With Facebook Ads

Looking for ways to optimize your Facebook ads to acquire more customers? Wondering how to scale campaigns that are working well? In this article, you’ll discover four ways to reduce your customer acquisition costs when scaling your campaigns. Set Up Your Ads Manager Dashboard to Assess Customer Acquisition Costs If you’re new to Facebook advertising, [...]

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Saturday, 15 September 2018

Facebook Ads Updates and New Instagram Features

Welcome to this week’s edition of the Social Media Marketing Talk Show, a news show for marketers who want to stay on the leading edge of social media. On this week’s Social Media Marketing Talk Show, we explore new Instagram features and Facebook ads updates. Our special guests include Peg Fitzpatrick and Amanda Bond. Watch [...]

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Friday, 14 September 2018

Pinterest Strategy: How to Get More Traffic From Pinterest

Want more visitors to your website? Wondering how Pinterest can help? To explore how to drive more traffic to your website with Pinterest, I interview Jennifer Priest. More About This Show The Social Media Marketing podcast is designed to help busy marketers, business owners, and creators discover what works with social media marketing. In this [...]

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Thursday, 13 September 2018

Elevate Connection With Enhanced Paid Tools for Facebook and Instagram

How to use Instagram live: Your guide to #InstaFamous marketing

Cutting for Growth: The Journey, Season 2, Episode 2

Have you ever contemplated stopping something to ensure business growth? Then watch The Journey, Social Media Examiner’s episodic video documentary that shows you what really happens inside a growing business. Watch the Journey In episode 2, Michael Stelzner makes a decision to cut off a segment of his audience he’s been developing for years. He [...]

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Social Media Advertising: New Research for Marketers

Wondering if it still pays to advertise on social media these days? Looking for data to show you where you should be investing your ad spend? In this article, you’ll discover insights that reveal how fellow marketers are planning their social advertising and which platforms offer new opportunities for ad placement. #1: Social Ads Are [...]

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Wednesday, 12 September 2018

4 Ways to Improve Your B2B Facebook Ads

Does your company target other businesses? Wondering how to use Facebook ads to connect with prospects? In this article, you’ll find four ways to use Facebook ads to reach B2B customers. #1: Target Specific Job Titles and Companies With Facebook Ads More than likely, you already have a good idea whom your target audience is. [...]

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Tuesday, 11 September 2018

How to Do an Instagram Giveaway: Ideas and Tips

Wondering how to run an Instagram contest? Looking for Instagram giveaway ideas you can adapt? In this article, you’ll find tips and inspiration to help you plan a successful Instagram competition that supports your marketing goals. What Are Instagram’s Rules for Contests? Instagram makes it relatively easy to run contests, compared to Facebook regulations that [...]

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Monday, 10 September 2018

The complete guide to social media for musicians

How to Promote Your Blog Posts With Facebook Dynamic Ads

Do you want more people to read your blog? Have you considered using dynamic Facebook ads to promote your content? In this article, you’ll discover how to set up a product catalog of blog posts you can automatically promote with a Facebook dynamic ads campaign. Why Use Facebook Dynamic Ads for Blog Promotion? You may [...]

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This Might Not Work: The Journey, Season 2, Episode 1

The Journey, a Social Media Examiner production, is an episodic video documentary that shows you what really happens inside a growing business. Watch The Journey The season opener reveals the conflict faced by Michael Stelzner, marketer and founder of Social Media Examiner. On the one hand, he’s on a seemingly impossible mission to grow his [...]

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Saturday, 8 September 2018

Facebook Watch Releases Globally

Welcome to this week’s edition of the Social Media Marketing Talk Show, a news show for marketers who want to stay on the leading edge of social media. On this week’s Social Media Marketing Talk Show, we explore Facebook Watch Updates, Facebook Creator Studio releasing globally, and IGTV growth. Our special guests include Owen Video [...]

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Friday, 7 September 2018

Instagram Live: How to Create and Repurpose Live Content

Want to grow your audience with Instagram Live? Looking for tips on creating Instagram Live videos? To explore how to create and repurpose Instagram Live videos, I interview Todd Bergin. More About This Show The Social Media Marketing podcast is designed to help busy marketers, business owners, and creators discover what works with social media [...]

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Thursday, 6 September 2018

Facebook advertising cost: Everything you need to optimize your ROI

How to Easily Install Tracking Pixels on Your Website With Google Tag Manager

Do you use multiple social media pixels and tracking tools on your website? Want an easy way to install and manage those code snippets without waiting on a technical pro? In this article, you’ll learn how to use Google Tag Manager to quickly add social media pixels and tracking scripts to your blog or website. [...]

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Wednesday, 5 September 2018

#SproutChat Calendar: Upcoming Topics for September 2018

With school back in session and fall around the bend, take this time to fill your calendar with opportunities to continue learning, connect with your peers and expand your skill set. This September at #SproutChat, we’ll be chatting about all things social from what it means to be transparent in 2018 to the future of paid and even best practices for creating engaging case studies.

See a topic that interests you? Just use the “add to calendar” button for a calendar reminder.

9/5 – Creating Engaging Case Studies with Eric Wendt, Sales Content Strategist

Let’s kick off the month of September by going back to the basics! Sprout Social’s very own Sales Content Strategist, Eric Wendt, will be joining us for an educational #SproutChat that will outline best practices for creating engaging and effective case studies. This chat is a good fit for anyone who needs help harnessing and using customer testimonials to connect with their audience. We’re going to touch on everything from securing interviews and writing tips to different ways to promote that content that are authentic and encourage conversation.

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9/12 – Creating Real Connection with Customers with Ciara Klein, Customer Marketing Strategist

Do you ever feel like a brand just “gets” you? That’s when you know they are doing it right. As social has matured as a channel, so has the ways brands can connect with their customers. In this #SproutChat, our Customer Marketing Strategist, Ciara Klein, will cover everything from best ways to reach and welcome new customers to creating personalized experiences that make customers feel deeply connected to the brands they love and trust. Bring your best examples of true connections between a brand and their customers. We’re talking surprise and delight on a whole other level.

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9/19 – Social Media & the Evolution of Transparency with Kaitlyn Corvino, Public Relations Strategist

Brands are constantly fighting an uphill battle to earn the trust and business of today’s consumer. Social amplifies transparency, which can create challenges for brands but offers even bigger rewards. Forty percent of people who say brand transparency is more important than ever before attribute it to social media. To figure out how to navigate this new world we invited Sprout’s own Public Relations Strategist, Kaitlyn Corvino, to talk about authentic ways to be transparent on social and when it counts the most. We’ll cover off on topics such as crisis communications, ways to recover from a social faux-pas, and even what role a CEO has when it comes to being transparent on social. You won’t want to miss this one!

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9/26 – How to Elevate Connection with Paid Social with Shelby Cunningham, Digital Marketing Strategist

Paid social is often considered a data-driven venture too technical to really fold into your organic efforts neatly. But here at Sprout, we see paid very differently: Every ad is an opportunity to connect. Between ad comment moderation, paid promotion and paid reporting, the opportunities to drive authentic connections alongside your organic social strategy is endless. Join us for a thought provoking #SproutChat where we’ll talk with our Digital Marketing Strategist, Shelby Cunningham, about ways to inspire, cultivate, and analyze real connection in a paid setting.

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This post #SproutChat Calendar: Upcoming Topics for September 2018 originally appeared on Sprout Social.



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How to Create Facebook In-Stream Video Ads

Wondering how to place ads in other people’s video content on Facebook? Have you heard about Facebook in-stream video ads? In this article, you’ll learn how to create and serve Facebook in-stream video ads that show during another brand’s video content via the Facebook news feed. What Are Facebook In-Stream Video Ads? The Facebook in-stream [...]

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Tuesday, 4 September 2018

How social media drives cryptocurrency for users & brands

How to Grow Your Email List With Pinterest

Do you have an engaged audience on Pinterest? Wondering how to get your Pinterest followers onto your email list? In this article, you’ll discover how to promote your email opt-in via your Pinterest profile, boards, and pins. Begin With an Email Opt-In That Provides Value to Your Ideal Audience The first step is to create [...]

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Monday, 3 September 2018

3 Facebook Ad Types That Improve Sales

Want to improve your sales using Facebook ads? Looking for different ad formats to try? In this article, you’ll discover how three Facebook ad types can help you better present your products and drive sales. #1: Capitalize on Initial Awareness With a Facebook Carousel Ad The carousel ad is one of the most effective Facebook [...]

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Saturday, 1 September 2018

Facebook Group Admin Tools and Updates

Welcome to this week’s edition of the Social Media Marketing Talk Show, a news show for marketers who want to stay on the leading edge of social media. On this week’s Social Media Marketing Talk Show, we explore Facebook Groups admin tools and updates. Our special guest this week is Holly Homer. Tune In to [...]

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