Social Pros Podcast

Nicole van Zanten, CRO of ICUC, joins the Social Pros Podcast to discuss the trend toward one-on-one interaction in social media customer service. Special thanks to our sponsors: Salesforce Marketing Cloud (bit.ly/jaysays) Emma (myemma.com) In This Episode 05:18 - How the arena for customer engagement has changed in the past three years. 08:06 - Why more and more brands are strategizing around dark social. 15:25 - How agency-run social media management works for brands in highly regulated industries. 29:32 - The social media success metrics that matter most to brands right now. 06:39 - How ICUC manages around-the-clock social media customer service for brands around the world. 18:26 - A social media customer service victory that touched Nicole's heart. Resources Get the new State of Marketing report for free from Salesforce here. Stay connected with your email marketing subscribers using Emma. Learn more about how ICUC manages social media customer service. Visit SocialPros.com for more insights from your favorite social media marketers.

Eric Siu, CEO of Single Grain, joins the Social Pros Podcast to discuss the evolving role of agencies in a marketing landscape dominated by paid social. Special thanks to our sponsors: Salesforce Marketing Cloud (bit.ly/jaysays) Pattern 89 (pattern89.com/socialpros) In This Episode 10:35 - What businesses should do less of when it comes to marketing. 13:42 - What's ahead for influencer marketing. 15:32 - Why the future of live video as a marketing tool is bright. 17:53 - Predictions on whether or not businesses will still be running organic social media in three years. 19:12 - How Eric bought his marketing agency for just two dollars. 23:30 - How a "content sprouting" technique helps you stay competitive in a content-saturated environment. Resources Get the new State of Marketing report for free from Salesforce here. Transform your paid social with the results-driven AI platform Pattern89. Hear more from Eric Siu and Neil Patel on the Marketing School Podcast. Listen to Eric Siu's Growth Everywhere podcast here. Visit SocialPros.com for more insights from your favorite social media marketers.

James LaCorte, Social Media Manager at Blue Cross NC, joins the Social Pros Podcast to discuss the ins and outs of being healthcare social media manager and helping customers before they encounter problems.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 04:37 - How Blue Cross NC maintains an all encompassing social media strategy 09:01 - How Blue Cross NC handles customer care on social through community managers 11:56 - How to develop a successful and engaging employee ambassador program 18:23 - How paid social works in a regulated industry 23:17 - How having an institutional history beyond social can help a social media manager be more effective   Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. If you live in North Carolina and want to learn more about Blue Cross NC, you can do so here.   Visit SocialPros.com for more insights from your favorite social media marketers.

Lisa Blackshear (Sr. Vice President of Communications, Digital Media at Comcast) joins the Social Pros Podcast to discuss managing a social care team that handles millions of interactions each year.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 06:29 - How Comcast scale up their social care team to over 400 agents 10:26 - How customer expectations have evolved with social engagement 16:09 - How the social care team at Comcast adapts to their customer’s tone to interact on a more personal level 21:49 - How to coordinate multiple touchpoints with customers from a customer care standpoint 30:14 - How to utilize insights gained from customer interactions 33:51 - How to coordinate between the social care team, communications/PR, and branding   Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Follow @ComcastCares on Twitter here.   Visit SocialPros.com for more insights from your favorite social media marketers.

Seth Godin, author of This Is Marketing, joins the Social Pros Podcast to discuss the current state of social marketing and the importance of consistency over authenticity.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 05:42 - Why marketing still matters 06:50 - Why marketing and advertising are not the same thing 11:01 - Why social media success is about having a noteworthy product, not a noteworthy post 16:41 - How clickbait earns distrust and ultimately loses customers 20:46 - Why consistency is more valuable than authenticity 28:06 - How to market to people’s beliefs 29:20 - Why want and customer experience are greater than need in first world marketing   Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Get Seth’s new book This Is Marketing here.   Visit SocialPros.com for more insights from your favorite social media marketers.  

Mark Schaefer, Executive Director of Schaefer Marketing Solutions LLC and author of Marketing Rebellion, joins the Social Pros Podcast to discuss humanity in business and helping people belong.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 05:29 - Why the power of marketing has largely been put into the hands of consumers 10:50 - Why social media is enforcing tribal behavior 14:00 - Why culture equals marketing 22:19 - How businesses can help people find a sense of belonging 27:00 -  How technology can both help and hinder businesses in being more human   Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Get Mark’s new book Marketing Rebellion here.   Visit SocialPros.com for more insights from your favorite social media marketers.

Jay Baer, Founder of Convince & Convert and Co-Host of the Social Pros Podcast, gives a sneak peek at his all-new show Talk Triggers.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand) Resources Check out the Talk Triggers Show on YouTube here. Get the book that inspired the show, titled Talk Triggers, here.   Visit SocialPros.com for more insights from your favorite social media marketers.

Minter Dial, Author of Heartificial Empathy, joins the Social Pros Podcast to discuss his new book and the ways A.I. can help businesses interact with more empathy.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 08:23 - How empathy is an understanding that can lead to action 10:40 - Why younger generations are becoming less empathic 12:42 - Why companies should work to increase business empathy 15:45 - Why good ethics require empathy 16:47 - Why business empathy must start from within a company 20:01 - How A.I. can help a business interact with greater empathy 35:03 - How to find a balance between ego and empathy in business   Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Chat with the revolutionary AI Mitsuku here. By Minter Dial’s book Heartificial Empathy here.   Visit SocialPros.com for more insights from your favorite social media marketers.  

Rohit Bhargava, Founder and Chief Trend Curator of Non-Obvious Company, returns to the Social Pros Podcast to discuss the non-obvious 2019 trends as well as how to market successfully on a small business budget.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 05:41 - Why “muddled masculinity” is one of the Non-Obvious trends for 2019 08:52 - How “innovation envy” can lead businesses to make unnecessary changes for the sake of standing out 10:51 - Why not all businesses can benefit from creating a spectacle 17:17 - How to successfully market your small business on a small budget 20:21 - How to “deliberately downgrade” your social media to become more effective in certain areas   Resources Get the new State of Marketing Report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Purchase the Non-Obvious 2019 edition here. Purchase the Non-Obvious Guide to Small Business Marketing here.   Visit SocialPros.com for more insights from your favorite social media marketers.

Andy Sernovitz, CEO of SocialMedia.org, joins the Social Pros Podcast to discuss the core elements of a successful social media community and getting real people to talk about your brand.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode 05:50 - How SocialMedia.org went from being the “Blog Council” to being an all around community for social media professionals 09:14 - Why a good social media community requires management 16:19 - Why deep social media communities need face to face interaction 17:36 - How SocialMedia.org has evolved as social media has drawn larger budgets and more focus from corporations 21:39 - How the ethics of advertising has evolved with social media 24:53 - Why social media and word of mouth are not the same thing 29:44 - Why story is so crucial when the quality gap has been narrowed between competing products   Resources Find out more about SocialMedia.org here. Get the new State of Marketing Report from Salesforce here. See the BreadBot from Wilkinson Baking Company here   Visit SocialPros.com for more insights from your favorite social media marketers.