Articles by Joakim Nilsson

Enticing your customers to share your product within their social network is a winning tactic in the age of rising advertising costs, lower click-through rates and decreased trust in brands. But how do you get customers to share your product, and, more importantly, how do you track and monetize it? Social sharing is growing at a rapid speed. Recently published data shows that the Facebook...Full Article »

What makes certain companies better at social media than others? Do they have any secrets into Facebook Fan acquisition or do they have a master social ninja guarding their e-reputation? Ultimately what’s the secret sauce to achieving success with social media? The answer: there are no giant secrets. Within this post, I attempt to explain and clarify two things: Will hiring a...Full Article »

Social media comes with a sea of metrics, and it can sometimes be frustrating making some sense out of it.  In this post, I aim to describe how you can effectively measure the quantitative social media metrics from your owned social media channels (i.e. your typical Facebook Page, Twitter profile and Youtube channel). We’ll be focusing solely on quantitative social...Full Article »

Investing in a social media monitoring tool is on the agenda of almost every organization these days, not surprising since more and more organizations understand the importance of monitoring their online brand mentions. Consequently, there is a sea of vendors fighting for a piece of the growing Social CRM (SCRM) landscape. Briefly, these can today be categorized into 1)...Full Article »

I think most of us agree that replying to and solving a negative post in a forum, twitter, facebook or any other public channel sounds like a good thing to do. But the people in your organization you need to convince might think differently.  Your C-level executives will probably ask, “How is this making us more money?” A tip: don’t go on complaining about how they just...Full Article »

It’s just not enough to respond to your inbound calls; you need to be involved and manage what happens on the Internet outside your office walls. Any organization can benefit from these 4 easy steps for integrating social media into the contact center.  Let’s get started! 1. Listen: Monitor mentions of your brand, product and competitors You’ve heard this one in every...Full Article »