In Humans We Trust: Advocacy Marketing Today
February 20, 2019
At a time when “fake news” is a large part of the cultural cannon, studies are beginning to show that the modern human is experiencing a crisis of trust. The digital age allows both companies and consumers quick access to a vast network of information, and with that comes data mining, fine print privacy clauses, and social media algorithms. As the modern consumer operates under the theory that their phones and home speakers are listening to their private conversations and mining text messages in order to target ads specific to their interests, who can they trust? What’s more, what does this mean for today’s marketer trying to gain trust in order to make a sale? Ironically or not, at a time when social media is under more scrutiny than it’s ever been in my 10+ years working in the field, it’s one of the last ways people can connect one-on-one with others using digital to research, and understand multiple points-of-view before buying something. Consumers might be questioning social media sites’ motives more than ever before but an outrageous number of them still use social media daily, and increasingly, year over year. If you market or sell for a corporation, now is the time to double down on a 1:1 marketing approach like employee advocacy to get your message to market.
Tags: Digital Transformation, Marketing
Highlighting Thought Leadership with LinkedIn Company Pages
March 04, 2016
ADP’s digital team was among the first to articulate this evolution by highlighting the Company's deep knowledge and expertise in human resources, employee benefits, talent management, business processing outsourcing, time management, and of course, payroll. Chelsea Marti walks you through utilizing thought leadership to fuel online presence such as LinkedIn Pages is a big win for your B2B.
Tags: Business Strategy, Marketing, Social
In 4 Steps: Provide Remarkable Social Customer Service
February 24, 2015
Long wait times, dropped calls, restating a single problem dozens of times – one could dedicate a novella to the pain points associated with customer service. To customers, these pain points are, well, painful. To companies, they’re a necessary part of doing business.
Tags: Customer Experience, Marketing
4 Steps to Follow If You Want to Provide Remarkable Social Customer Service
February 19, 2015
66% of customers said they’ve switched service providers due to poor customer service. Your unhappy customers won’t just leave you for a competing brand, they’ll also tarnish your reputation — 95% of these dissatisfied customers tell others about their bad experiences. And almost half will share these experiences on social media. Here's how to fix it.
Tags: Customer Experience, Digital Disruption, Startups
Customers + Social + Service: Praise or Vent About Your Experience
November 23, 2014
Hot of the presses is eMarketer's take on the American Express 2014 Global Customer Service Barometer.
Tags: Customer Experience, Marketing
Social Customer Service: So 2020
November 11, 2014
Customer Experience. Social Customer Service. Social Care. Social Client Service. Social Client Care. Call it what you will, but what binds all of these concepts is that consumer expectations of brands are forever-changed. Today while customers are shaping brands, technology is enabling enterprise brands
Tags: Customer Experience
Consumers Will Define Digital Health
November 08, 2014
In November 2014, my aunt celebrated year three of late stage cancer survivorship.
Three years ago this month, my mom's little sister (my very favorite aunt), just 48 at the time was diagnosed with Stage III non-small cell lung cancer. She was not a smoker. She was otherwise healthy. Cancer does not run in our family. This is a rare cancer incident; though in fact, lung cancer is America's top cancer killer.
Tags: Customer Experience
B2B Influencer Q&A: "Twitter gives ADP a powerful competitive advantage"
December 13, 2013
Chelsea Marti helped ADP become a first-mover on Twitter in the HR industry using social media to digitally transform the marketing intelligence to sales process. Here, she shares lessons learned about using Twitter to drive B2B thought leadership and leads.
Tags: Digital Disruption, Marketing, Social
6 Ways to Kickstart a Word of Mouth Program at a Big Brand
March 04, 2012
Here are 6 ways you can kickstart your word of mouth marketing strategy right now and make the case for the bigger and better things tomorrow.
Tags: Emerging Technology, Marketing, Social
Social Media Marketing: A Strategic Approach
March 09, 2012
By ramping up their staffing efforts on Twitter—and bringing some much needed expertise to the space, they happened on something great for business: an excellent customer retention program.
Tags: Customer Experience, Customer Loyalty, Digital Disruption
Harvard Business Press
January 01, 2011
As long as you believe that sources of insight in the groundswell might be useful to you, it's worth it to ask questions on Twitter and see what Intuit's embrace of Twitter begins with Chelsea Marti, a PR and social media manager at Intuit.
Tags: Customer Experience, Digital Disruption, Digital Transformation
From Faceless to FANtastic – Real World Lessons on How to Engage and Grow Your Facebook Fans
Web 2.0 Expo by O'Reilly Media
May 04, 2010
Ever wonder how brands turn regular customers into loyal advocates? Join this panel of seasoned social media practitioners from Intel, Intuit, HP, and others as they discuss Facebook lessons learned in the real world, including how to build long-term relationships with customers, encourage deep interactions with fans and innovative ways of incorporating Facebook into your integrated marketing strategy.
Tags: Digital Disruption, Innovation, Social
Taking the Measure of Social Media
Digital Analytics Association
April 11, 2013
Led 45-minute talk at Fashion Institute of Technology in New York City. The audience included Digital Analytics Association members, professors, graduate students on the topic of using data and social media measurement to derive actionable insights and lead storytelling in B2B marketing.
Tags: Analytics, Business Strategy, Marketing
Social Listening for Marketers
April 01, 2016
Participated in a webinar by eMarketer a subject matter expert about social media listening while working at enterprise marketing software firm Sprinklr. The webinar's intent was to help marketers understand the value of using social media listening data to understand brand perception, market perception, and uncover opportunities.
Tags: Analytics, Big Data, Marketing