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When Social Media Customer Service Fails

More companies are turning to Twitter, Facebook and other social media channels every day for customer service. When it is done well it creates engagement and a deeper bond with a dissatisfied customer. It can also help publicly turn a dissatisfied customer into an advocate. It also saves money compared to call center operations.These are all good reasons for using social media for customer service. By the ...

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SxSW Day 3: Creating A Connection

The day started off with a great Social Media Breakfast Austin/SxSW where I had a chance to hang out with a few hundred other social media professionals. I saw some old friends and met a few new people with some really interesting companies. I ended up reconnecting with many of them at the Microsoft party later in the evening.Compared to the first two days of the SxSW, the panels were interesting, but not a ...

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SxSW Day 2 – Financial Services in the Spotlight

SxSW today for me was all about something near and dear to my heart (and many of my clients) banking and payments. I managed to carve out enough time to attend three banking sessions. The sessions ran the gamut from tips for personal finance to the future of banking and the role of geeks in finance.There a few lessons any financial services technology company should carve in stone, but these rules also appl ...

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SxSW – Day 1: It’s the Human Network

SxSWIt’s a good thing I am a morning person and registered early, as this line demonstrates. Many of the folks in the line missed the first sessions. (This is the line to get into the exhibit hall to register) The first session at SxSW dealt with social media marketing, and while it covered many thing I already knew, there were a number of interesting insights to take from it. One of the points t ...

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Schwartz Twitter Campaign Yields 70% Increase in Referral Traffic

This week's issue of PRWeek describes a holiday Twitter campaign that Schwartz designed and executed for Australian client RetailMeNot.com.RetailMeNot is an online discount and coupon site. They're a current Schwartz client, but this article focuses on a push made around the 2009 holiday shopping season to reach RetailMeNot's target demographic of women between the ages of 18 and 39 with messages about new ...

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The Debate Over Social Media Press Releases

Not sure if I am supposed to give props to a competing agency on this space, but the Social Media Press Release (SMPR) invented by Shift Communications a few years back was a novel idea.Today, the SMPR means different things to different people:-- Originally, an SMPR meant content organized online so that it is easily digested by the media. Features are presented in bullets; it's easy to click from content ...

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Red Carpet Here We Come

Congratulations to Schwartz and its long-time client partner CheckFree (now Fiserv). We are a finalist in this year’s PRSA Silver Anvil awards, which are pretty much one of the most prestigious awards in the PR industry. The nomination, in the "Marketing Consumer Services Technology" category, highlights our work promoting green living and fighting fraud with online bill payment. This is a testiment to a gr ...

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