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Mea Culpa: Social Media Apology Do's and Don'ts
October 21, 2014
When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm its tweet unleashed, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting."
Don't Look Now, but Ads Are Coming to Snapchat
October 09, 2014
Ads soon will arrive on Snapchat. However, they will not target individual users. Rather, they'll appear in a more generalized fashion within the service's Snapchat Stories feature among shared photos and videos, CEO Evan Spiegel said Wednesday. A new service for disappearing content and ads, called "Snapchat Discovery," reportedly also is in the works for launch this year.
Twitter Cautiously Experiments With Buy Button
September 09, 2014
Twitter on Monday began testing a new Buy button with a small percentage of its users in the U.S. -- one of the first steps in a larger initiative to build purchase functionality into the service. A small group of brands, including Burberry, Home Depot, Keith Urban, the Nature Conservatory and Soundgarden, are participating by sending offers that are unique for Twitter users.
YouTube Does Social Media Marketing Best
September 08, 2014
It is a given that a marketing campaign must include a social media element -- especially when a brand is rolling out a new product. What is less certain is on which channel the brand should focus its time and resources. An answer was provided last week by Aol Platforms, which released the results of a study that tracked social purchase interactions through Convertro.
Twitter Lets Ordinary Users Get Analytical
August 29, 2014
Twitter this week announced that its analytics tool now can be used by everyone. Twitter's analytics tool lets users click on any tweet to see how people engage with it in real time. They can compare their tweet activity month over month and see how they trend over time. Users also can click on a tweet to see the number of retweets, replies, favorites, follows or clicks received.
Facebook Trains Sights on Clickbaiters
August 26, 2014
Clickbaiting may soon come to an end on Facebook, which has launched an effort to deal with the problem. Posts with clickbait headlines get higher placement in News Feeds, pushing down more desirable content. Eighty percent of the time, users prefer headlines that help them decide whether they want to read a full article before having to click through, a Facebook survey indicated.
Twitter Tromps on Spammers
August 25, 2014
Twitter has reported success with its BotMaker spam-prevention system. Because Twitter operates in real time, BotMaker is designed to work fast to eliminate spammers. Its main goals are to bar spam accounts from being created, to reduce the time they spend on Twitter if they do show up, and to reduce Twitter's reaction time in responding to spammer workarounds that bypass its protection systems.
Facebook Rolls in Mobile Ad Dough
July 24, 2014
Facebook chalked up $2.68 billion in ad revenue in Q2, up 67 percent year over year, and mobile ads accounted for about 62 percent of that haul, totaling $1.66 billion. "The ability of Facebook to move into the mobile ad space and to monetize it successfully was heavily questioned last year," said Andreas Scherer, managing partner at Salto Partners.
Facebook Saves the Day From Slipping Away
July 24, 2014
Facebook has launched a feature that allows users to save content from their News Feed to read or watch later. Called "Save," it is designed help users who may be inundated by links to articles, music clips and videos to separate the wheat from the chaff. Users who see something intriguing now can choose the Save option in a dropdown menu in the upper right-hand corner of a post.
Investors Wise to Secret's Tantalizing Promise
July 22, 2014
Secret last week announced that a recent round of funding, to the tune of $25 million, would help it expand its social networking reach. Since its launch about six months ago, Secret has provided a platform for users to post anonymous notes on topics ranging from the ridiculous to the sublime. Though its draw is anonymity, Secret points users to posts by people in their circle of friends.
Attentive.ly's Social Marketing Taps Customer Interests
July 21, 2014
Attentive.ly recently released its application on the Eloqua platform, digging a deeper foothold for itself in the CRM enterprise space. Attentive.ly provides social marketing automation functionality in the form of a plug-and-play toolset that works with a CRM overlay. Using its tools, companies can organize customers in specific groups, listen to their online conversations, and send personalized marketing messages.
'Buy' Button Could Turn Facebook Into Impulse-Shopping-Ville
July 18, 2014
Facebook is testing a function that would allow users to buy products without leaving the site or app. Small and medium-sized businesses in the U.S. that are taking part in the trial can add the Buy button to ads displayed in users' News Feeds or in posts on their pages. Users will see the Buy button in relevant ads whether they're on the Facebook website or using their mobile device.
Poor Mistake Management: 3 Model Lessons
May 29, 2014
I am a nerd with a goofy hobby -- I build plastic model airplanes. However, that hobby affords me a view of customer relationship issues in an interesting and intimate way. Most of the time, the vendors in this space get things right, realizing theirs is a niche industry and their customers really are in charge, especially since all spending in this sector is discretionary.
Facebook Gets Nosier Than Ever
May 20, 2014
Facebook recently made it easier to pry into your friends' private affairs on the social network. Specifically, the Ask button -- which already has been available to those seeking more information about many other aspects of a given user's life -- now is an option when it comes to a user's relationship status as well. If users choose to answer, the information then is added to their profile.
Amazon Rolls Its Shopping Carts Onto Twitter's Turf
May 05, 2014
Amazon is now allowing consumers to add items to their shopping cart simply by sending a reply on Twitter. Users who connect their accounts on the two services can add a product they see in a Twitter link to their Amazon shopping cart simply by replying to the tweet with the hashtag #AmazonCart -- or #AmazonBasket in the UK. The feature is available only in the U.S. and the UK at present.
Investors See Gold Mine in Quora
April 10, 2014
Why is question-and-answer website Quora so popular with investors? "Because of the high quality of the discussions on the site," answered Paul Levinson, professor of communications and media studies at Fordham. To get a true expert take on the matter one would have to consult Tiger Global Management, which led the Series C venture capital round that brought in $80 million.
Samsung Phone Captures Golden Moment at the Oscars
March 03, 2014
Several members of Hollywood's elite walked out of LA's Dolby Theatre clutching golden statues on Sunday, but it might have been Samsung that landed the largest victory at the event. Early in the show, host Ellen DeGeneres stopped to capture the moment by using a Samsung phone to take a selfie while on stage. She later repeated the gimmick from the audience -- surrounded by a bunch of stars.
4 Ways to Waste Great Marketing Opportunities
February 28, 2014
CRM has always purported to be about relationships, but it's often used primarily for sales. That's kind of a good news, bad news situation. The bad news first: CRM got a bad rap when it didn't become a sales panacea (mostly for adoption issues). The good news: It exposed a void in the mix that marketing automation rushed to fill. The key to successful relationships is communication.
Microsoft Dynamics CRM Gets a Fuel Injection
February 18, 2014
Microsoft on Tuesday unveiled a set of Microsoft Dynamics CRM features that will be generally available in the second quarter of this year. There are three main areas of change in this latest iteration: new marketing functionality; enhanced customer service options; and the introduction of a unified service desk for call centers. There are also additional social listening features.
Managing Big Data: Audience Measurement and Ad Targeting
February 03, 2014
The interaction of connected consumer electronics and digital media is creating vast and limitless amounts of user data, now commonly coined "Big Data." Many new business models are forming around these data, but for advertising, data have always been at the core of its business. Data of all varieties and volumes enable stakeholders to invest proportionally to the value of their media assets.
On Paper, Facebook's a Different Story
January 31, 2014
Facebook on Thursday announced next week's launch of Paper, a free app for iOS that combines user and curated content into a personalized news medium. Users can create stories as well as receive stories based on their interests and organized into sections. The sections cover everything from sports, world news and animal pictures to business, photography and food.
Marketing Automation Report Card
January 29, 2014
After two years of fairly hectic activity in the marketing automation space, it might be useful to ask where all the commotion has gotten us. Once a captive of finance, which was concerned with reeling in marketing's costs and rationalizing expenses with known -- or at least knowable -- benefits, marketing automation emerged in the last couple of years as a powerful tool.
Twitter Cards Users Get to Play With a Full Analytics Deck
January 27, 2014
Twitter has launched analytics for Twitter Cards to help users determine how well their media-rich tweets are performing on the network. Twitter Cards allow developers, brands and publishers to add photos, videos, deep links, content previews, and other rich media to their tweets. The analytics service is intended to help Cards users gain deeper insights into how their content is spreading.
Nextbee Gives B2Bs CRM Integration Links
January 20, 2014
NextBee has spent the last several months developing integration links to connect its referral and customer service products to the major CRM applications, including Salesforce, NetSuite and Microsoft Dynamics. The general idea of the integration is to combine NextBee's ability to track activities and provide incentives with the CRM system's customer service touchpoints.

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