153 - ft. Brooke Sellas: Winning the War of Loyalty on Social Media - Customer Care
B2B Marketing and More With Pam Didner
Release Date: 01/19/2021
165 - ft. John Nee: Align Sales and Marketing For B2B Success
B2B Marketing and More With Pam Didner
A big hello from Portland, Oregon! Welcome to another episode of B2B Marketing & More. I have an awesome, awesome guest today, John Nee, the President and the Principal of Act 1 Partners, and we will be talking about my favorite topic, my favorite topic, sales enablement, and the marketing and sales alignment.
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164 - ft. Kerry O'Shea Gorgone: What You Need to Know About Legal Aspect of Marketing
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More. I have a very special guest, Kerry O’Shea Gorgone who will talk about legal, and legal’s impact on marketing.
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163 - Rethinking Newsletters with Ann Handley
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More! I have a fantastic and awesome guest today. Ann Handley, Chief Content Officer of Marketing Profs. Author, speaker, and the most important title--my favorite title--writer.
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162 - ft. Greg Matranga: How to Rebuild a Marketing Organization
B2B Marketing and More With Pam Didner
A big hello from Portland, Oregon. Welcome to another episode, B2B Marketing & More. I have a wonderful, wonderful and kick ass guest, Greg Matranga from Infinity QS, who will be talking about how to rebuild a marketing team in a legacy company. Seriously rebuilding the whole team!
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161 - ft. David Meerman Scott: How to Create a Standout Virtual Event
B2B Marketing and More With Pam Didner
A big hello from Portland, Oregon. Welcome to another episode of B2B Marketing & More! I'm telling you everybody, I have a fantastic guest: David Meerman Scott. Although he can touch on a variety of topics for today we are going to talk about how to create a standout virtual event.
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160 - ft. Emily Bendorf: Southwest Airlines Secret to Strong Sales Enablement Group
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More. I have a fantastic, I mean, fantastic guest for this episode, Emily Bendorf, she's a Senior Sales Enablement Manager for Southwest Airlines.
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159 - ft. Moni Oloyede: What You Need to Build ABM MarTech Stack
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More. I have a special guest today: Moni Oloyede. She’s Operations Manager for Fidelis Security.
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158 - ft. Lindsay Baggett: Field Marketing Plan and Framework Explained
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More. I have a very unique guest today: Lindsay Baggett. She's a senior Field Marketing Manager from Couchbase. Lindsay will share more about what field marketing is and tips for creating a good field marketing plan.
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157 - ft. Joe Pulizzi: Content Marketing Strategy for Startups
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More. I have very special guest today. Very special! Joe Pulizzi, the godfather of Content Marketing. Seriously! When I got into content marketing, he was the first person I met. So we will talk about content marketing for startups.
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156 - ft. Douglas Burdett: Top Guidelines for Starting, Sustaining and Growing a Podcast
B2B Marketing and More With Pam Didner
Welcome to another episode of B2B Marketing & More with Pam! I have a very, very, very special guest today. Douglas Burdett, the host of the Marketing Book Podcast, and the Principal of Artillery Marketing, who will be talking to me and you about a do's and don'ts of a successful podcast.
info_outlineA big, hello from Portland, Oregon. Yay! Welcome to another episode of B2B Marketing and More. I have a fantastic guest today. Brooke Sellas. Welcome, Brooke.
Brooke is a customer care expert, ‘Marketing Companion’ podcast co-host, horse and a dog mom. She is also a founder and CEO of B Squared Media. The company specialize in social media, media buy, and the key topic that we talk about today – customer care and social media.
In this episode:
- Best Practice: Which brands are doing a great job on social media.
- What is the ideal response time to customers on social media and how that changes if a business has office hours?
- What makes taking care of a virtual customer support center expensive?
- Is there a specific channel that every business should be on?
- What is the role of customer support on social media?
- What are the platforms that businesses could use to complement or support customer care?
- How can businesses measure customer care on social media?
- Is there a difference between business and customers key performance indicators?
- How can businesses work with their customers’ internal teams?
- What are some of the best ways to deal with negative comments on social media?
- When do you hide? When do you ignore and when do you ban or mute someone?
- Chatbots as part of customer care and customer service.
Quotes from the episode:
“I want people to stop thinking about customer care as a cost center and think about it as the literal spine of your business; you cannot have a business without customers.”
“Some of the more nuanced KPIs on our side and also on the client-side is sentiment. Are the conversations good, neutral, are they bad? And then also share of voice; looking at our competitors and understanding our share of voice.”
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