May 6-8, 2019
Marriott Marquis Atlanta

What’s Shakin’: Social Commerce

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Driving Toward Smarter CX: How a 118 Year-Old B2B Company Leveraged Social for Sales

By: Angela Wells, Oracle
February 9th, 2018

Can you imagine a B2B company selling a $150,000 product on social media using 280 characters or less? OK, so it’s not quite that simple. But I’ve had so much fun watching how Mack Trucks has used social media in combination with other marketing channels to launch its first new highway truck in more than […]

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WhatsApp Launches App for Small Businesses

By: Sophie Maerowitz
January 19th, 2018

Small businesses have a new social customer care tool. Messaging giant WhatsApp has launched a new app just for small businesses. Using the app, small-business owners can provide contact details to customers, use chatbot features including greetings, replies and away messages and view metrics around customer responses. “WhatsApp Business enables you to have a business […]

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Keep It Real: Yelp’s Perspective on Social Selling and Brand Promise

By: Samantha Wood
December 8th, 2017

A critical mass of great reviews on Yelp can catapult a brand’s image in the public’s imagination and become a key piece in a customer’s path to purchase. But the social-selling dance between customer and brand is a delicate one. Companies often get into trouble when they artificially hype their marketing efforts to promise more than they can deliver—a […]

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Most Millennials and Gen Z-ers Tune Out Mobile Ads, Survey Finds

By: Miranda Shulman
November 30th, 2017

The generational divide among social media users is not as pronounced as it once was, but brands are having a harder time breaking through, according to Deloitte’s 11th annual Digital Democracy Survey. While it’s no surprise that over 90 percent of millennials and Gen Z are active social media users, the survey found that 87 percent […]

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More Americans Turn to Social for News, Even if They Don’t Trust It

By: Miranda Shulman
November 14th, 2017

More than two-thirds of American adults use social media as a source for getting daily news, up from 62% in 2016, according to a recent survey conducted by Pew Research. However, that doesn’t mean they trust the information. In terms of volume, Facebook leads all other platforms, with 45% of all U.S. adults relying on it as a pathway […]

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How to Integrate Social Media Into a Customer Journey Map

By: Franklin Goldberg, HarperCollins
November 10th, 2017

Many of the world’s most successful companies share a common focus that drives everything they do—they obsess over customers. Apple, Amazon, Adobe, Microsoft—they’re all devoted to being customer-centric. Steve Jobs said, “You’ve got to start with the customer experience and work back toward the technology—not the other way around.” Amazon’s mission statement says, “Our vision […]

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Facebook Far and Away the Preferred Social Platform for Purchases

By: Miranda Shulman
October 31st, 2017

Facebook is the platform of choice for those making purchases via social media, with 47.7% of U.S. social commerce buyers purchasing items through the platform, according to a recent poll by influencer marketing agency Open Influence. Instagram came a distant second, at 8.6%, while only 0.8% of social commerce buyers said Snapchat was their conduit to […]

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3 Steps to Spur Your Customer Community ROI

By: Vanessa DiMauro, Leader Networks
April 25th, 2017

What enables some customer communities to be financially productive while others remain a cost center? In the latest research study conducted by my firm Leader Networks, “The Business Impact of Online Communities,” we found that almost half (49%) of community leaders report revenue gains from their online community. This is an exciting proof-point but it […]

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How to Move From Multichannel to Omnichannel Marketing

By: Erin Everhart, The Home Depot, Inc.
April 5th, 2017

We know there’s no such thing as a linear path to purchase anymore. Even as early as 2012, Time Inc. found that digital natives—described as adults under 30—are switching platforms every other minute. They can literally be influenced at any time by any particular medium that triggers something in their psyche. So, it’s not just […]

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Snapchat IPO Surges Amid Questions About Growth, Profitability

By: Jerry Ascierto
March 2nd, 2017

It’s official: Snap, Inc. has gone public. Now comes the hard part: managing expectations. Today, the parent company of Snapchat began trading on the New York Stock Exchange under the symbol SNAP, a day after pricing its eagerly anticipated IPO at $17 a share. But that might’ve been a conservative estimate: When shares began trading […]

At The Social Shake-Up