It’s Friday, so that means it’s time for This Week in Social Analytics and our favorite posts of the past week in the world of measurement, analytics, and social media. See a great piece we missed? Link to it in the comments, or tell us about it on Twitter or Facebook.
“Due to smaller size and lower amount of resources, these firms tend to take advantage of social media opportunities faster than their larger competitors.”
Instagram for Small Businesses: Your New Best Friend [from Social Media Today; written by Stephanie Jones]
“People love visual content, so that makes Instagram the ideal social media marketing platform for small businesses. It’s also currently a completely free way to market your business to potentially millions. Follow people, engage and you will have an impassioned following before you can say hashtag.”
More Tips for Avoiding and Containing Social Media Crises [from PR Newser; written by Patrick Coffee]
“Social media often rewards wit and a little bit of attitude, but how can editorial standards and monitoring allow a brand to be interesting without being risky or offensive?
Wit should be reserved for brand messaging, but never for customer service. Those coming to customer service are in need of support and aren’t looking for a witty response, but a solution to their problem or an answer to their question.
It’s a much more difficult and dangerous venture to be witty or snarky with customer service when the main goal is supporting your customer.”
25 Customer Chat Tips to Reassure and Nurture Your Online Customers [from KISSMetrics; written by Kevin Gao]
“Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates. A recent eMarketer paper cited live chat as being directly related to 38% of online purchases. And, 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.”
“This makes Snapchat perfect for retail establishments that target a younger audience, like clothing stores, can share coupons and give sneak peaks of upcoming merchandise.”
STUDY: Cause Marketing Creates Brand Loyalty Among Millennial Women [from PR Newser; written by Patrick Coffee]
“54% of Millennial women switched brands because it supported a #cause they care about.”