Social Media for Customer Service

Most of the time we consider social media and the various tools associated with social media it is in connection with Social Media Marketing. We often talk about engagement, community building, sharing and content creation however, there are other uses for social media and Web 2.0 tools. The tools can be used to improve internal communications or to enhance the existing services you provide equally, they can be used for Customer Service.

The New Media Breakfast in April will explore how social media and the various tools can be used to improve cutomer service.  We will look at how successful companies are using social media to engage with customers, often taking the burden off internal Customer Service Departments.  Likewise, we will take a look at how some companies could have used the tools to do things better and why they failed in their attmpts.

Attendees will hopefully leave with some clear ideas about how social media can be used as an effective Customer Service tool and perhaps some warnings about what not to do!

We hope you can join us for what should be a fun, but informative breakfast. If you have a specific question you would like to ask, please post it as a comment on the New Media Breakfast blog post. Alternatively you can post it on Twitter as a direct message @fatbuzz or you can email us at hello@fatbuzz.com

THE SPEAKER
Gordon White, Managing director of fatBuzz Ltd will present the January New Media Breakfast.

HOW TO BOOK
Venue: 29 Member’s Club, Royal Exchange Sqaure, Glasgow
Date: Friday 26th April 2013
Time: 7.30 for 8am

14th June 2012
Tigerlily, George Street, Edinburgh

The whisky industry is perhaps the brightest star of the Scottish economy with many whisky brands, and the industry as a whole, reporting record global sales. Whilst other industries have struggled in the current climate, whisky sales and profits have risen and the popularity of the product seems to be stronger than ever. Many things have played been a factor in its success, social media being one of them.

At the May New Media Breakfast, Craig McGill will highlight some of the ways the whisky industry has embraced social media and how they have used it to help raise sales in an increasingly competitive market. Craig will also explain some sobering lessons that other industries can learn from the whisky industry’s experience of using social media as part of their marketing mix.

THE SPEAKERS
Craig McGill is MD of Contently Managed; he is one of Scotland’s leading social media consultants; working with companies throughout the UK, many in the whisky industry, he has built an excellent reputation as a social media visionary and practitioner. He is a regular speaker at business networking and training events and we look forward to his insight into one of the great Scottish economic success stories in recent years.

Craig McGill on Linked In

YOUR QUESTIONS
Craig will be happy to  answer any questions you may have so, please feel free to send us any questions in advance to gordon@fatbuzz.com or post them as a comment on the blog or on the New Media Breakfast Facebook page.

HOW TO BOOK
Venue: Tigerlily, George Street Edinburgh
Date: Thursday 14th June 2012
Time: 8am
Cost: £18

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

 

If you have found this content interesting, there is a good chance that other people you know will also be interested, please use the Twitter and Facebook Buttons below to share it with your community. 

How the whisky industry’s used social media - and some sober lessons for other industries
14th June 2012
Tigerlily, George Street, Edinburgh

The whisky industry is perhaps the brightest star of the Scottish economy with many whisky brands, and the industry as a whole, reporting record global sales. Whilst other industries have struggled in the current climate, whisky sales and profits have risen and the popularity of the product seems to be stronger than ever. Many things have played been a factor in its success, social media being one of them.

At the May New Media Breakfast, Craig McGill will highlight some of the ways the whisky industry has embraced social media and how they have used it to help raise sales in an increasingly competitive market. Craig will also explain some sobering lessons that other industries can learn from the whisky industry’s experience of using social media as part of their marketing mix.

THE SPEAKERS
Craig McGill is MD of Contently Managed; he is one of Scotland’s leading social media consultants; working with companies throughout the UK, many in the whisky industry, he has built an excellent reputation as a social media visionary and practitioner. He is a regular speaker at business networking and training events and we look forward to his insight into one of the great Scottish economic success stories in recent years.

Craig McGill on Linked In

YOUR QUESTIONS
Craig will be happy to  answer any questions you may have so, please feel free to send us any questions in advance to gordon@fatbuzz.com or post them as a comment on the blog or on the New Media Breakfast Facebook page.

HOW TO BOOK
Venue: Tigerlily, George Street Edinburgh
Date: Thursday 14th June 2012
Time: 8am
Cost: £18

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

 

If you have found this content interesting, there is a good chance that other people you know will also be interested, please use the Twitter and Facebook Buttons below to share it with your community. 

How the whisky industry’s used social media - and some sober lessons for other industries
25th May 2012
29 Members Club, Royal Exchange Square, Glasgow

The whisky industry is perhaps the brightest star of the Scottish economy with many whisky brands, and the industry as a whole, reporting record global sales. Whilst other industries have struggled in the current climate, whisky sales and profits have risen and the popularity of the product seems to be stronger than ever. Many things have played been a factor in its success, social media being one of them.

At the May New Media Breakfast, Craig McGill will highlight some of the ways the whisky industry has embraced social media and how they have used it to help raise sales in an increasingly competitive market. Craig will also explain some sobering lessons that other industries can learn from the whisky industry’s experience of using social media as part of their marketing mix.

THE SPEAKERS
Craig McGill is MD of Contently Managed; he is one of Scotland’s leading social media consultants; working with companies throughout the UK, many in the whisky industry, he has built an excellent reputation as a social media visionary and practitioner. He is a regular speaker at business networking and training events and we look forward to his insight into one of the great Scottish economic success stories in recent years.

Craig McGill on Linked In

YOUR QUESTIONS
Craig will be happy to  answer any questions you may have so, please feel free to send us any questions in advance to gordon@fatbuzz.com or post them as a comment on the blog or on the New Media Breakfast Facebook page.

HOW TO BOOK
Venue: 29 Member’s Club, Royal Exchange Square, Glasgow
Date: Friday 25th May 2012
Time: 7.30am for 8am
Cost: £10 +VAT

No.29 Members Go Free – If you are a 29 Member you can attend the breakfast free of charge. Please email malcolm@fatbuzz.com with you membership number and he will add you to the attendance list.

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

How the whisky industry’s used social media - and some sober lessons for other industries
25th May 2012
29 Members Club, Royal Exchange Square, Glasgow

The whisky industry is perhaps the brightest star of the Scottish economy with many whisky brands, and the industry as a whole, reporting record global sales. Whilst other industries have struggled in the current climate, whisky sales and profits have risen and the popularity of the product seems to be stronger than ever. Many things have played been a factor in its success, social media being one of them.

At the May New Media Breakfast, Craig McGill will highlight some of the ways the whisky industry has embraced social media and how they have used it to help raise sales in an increasingly competitive market. Craig will also explain some sobering lessons that other industries can learn from the whisky industry’s experience of using social media as part of their marketing mix.

THE SPEAKERS
Craig McGill is MD of Contently Managed; he is one of Scotland’s leading social media consultants; working with companies throughout the UK, many in the whisky industry, he has built an excellent reputation as a social media visionary and practitioner. He is a regular speaker at business networking and training events and we look forward to his insight into one of the great Scottish economic success stories in recent years.

Craig McGill on Linked In

YOUR QUESTIONS
Craig will be happy to  answer any questions you may have so, please feel free to send us any questions in advance to gordon@fatbuzz.com or post them as a comment on the blog or on the New Media Breakfast Facebook page.

HOW TO BOOK
Venue: 29 Member’s Club, Royal Exchange Square, Glasgow
Date: Friday 25th May 2012
Time: 7.30am for 8am
Cost: £10 +VAT

No.29 Members Go Free – If you are a 29 Member you can attend the breakfast free of charge. Please email malcolm@fatbuzz.com with you membership number and he will add you to the attendance list.

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

MAKING THE MOST OF FACEBOOK TIMELINE PAGES

27th April 2012

29 Members Club, Royal Exchange Square, Glasgow

Facebook Timeline for pages has arrived and as from the 30th March all Facebook Pages will be transferred to the new timeline layout.  The changes are radical and will mean every page user has to adapt to the new layout and, the new functionality.  In some cases, this will mean a fundamental change in the way people operate their pages and for some it may mean they are not able to do some of the things they have done with their page in the past. The new timeline layout is very different and the new functionality offers many new opportunities for businesses and brands to engage with their communities.  The New Media Breakfast will highlight the changes to the pages and explore the ways that you can take advantage of the new timeline layout and the new functionality. fatBuzz has been busy over the past month changing the layouts for around 100 pages that we manage for clients; we will use some of these to demonstrate what you can do to engage and reach out to your community.  We will show you live examples of what others are doing on their pages and provide some ideas to help you promote your page and grow your community. We will look at the following:

• Branding
• Tabs and iFrame Pages
• Using the timeline
• New functionality
• Liking, Commenting, Sharing and Tagging
• Photos and Video
• Syndicating content to your page
• Insights
• Advertising
• SEO

The presentation will also take a look at Facebook Insights and show you how you can use the information available from Facebook to track the effectiveness of your activity and your individual posts.

FACEBOOK AND SEO

We will take a fresh look at the impact and potential impact of Facebook on SEO. These are not specifically as a result of the new Timeline layout but we will take the opportunity to update you about the changes and how to maximise the SEO value of your Facebook activity.

YOUR QUESTIONS

We are also keen to answer any questions you may have about the new Facebook Pages or, Facebook in general so, please feel free to send us any questions in advance to gordon@fatbuzz.com or post them as a comment on the blog or on the New Media Breakfast Facebook page.

THE SPEAKERS

The Facebook Timeline breakfast will be presented by Gordon White, Managing Director, fatBuzz Ltd and Tim Barlow, Managing Director of Attacat.

HOW TO BOOK

Venue: 29 Member’s Club, Royal Exchange Square, Glasgow

Date: Friday 27th April 2012

Time: 7.30am for 8am

Cost: £10 +VAT

No.29 Members Go Free – If you are a 29 Member you can attend the breakfast free of charge. Please email malcolm@fatbuzz.com with you membership number and he will add you to the attendance list. We hope you can make it along to this event. If so, I look forward to seeing you on the day.

New Media Breakfast presentation by Iain Murray of Principle Consulting

Sponsored by  

Wikipedia’s entry on Moore’s law describes “a long-term trend in the history of computing hardware whereby the number of transistors that can be placed inexpensively on an integrated circuit doubles approximately every two years. The period often quoted as “18 months” is due to David House, an Intel executive, who predicted that period for a doubling in chip performance (being a combination of the effect of more transistors and them being faster). 

The capabilities of many digital electronic devices are strongly linked to Moore’s law: processing speed, memory capacity, sensors and even the number and size of pixels in digital cameras. All of these are improving at (roughly) exponential rates as well (see Other formulations and similar laws). This exponential improvement has dramatically enhanced the impact of digital electronics in nearly every segment of the world economy. Moore’s law describes a driving force of technological and social change in the late 20th and early 21st centuries.”

What this means to the rest of us is that it is almost impossible to keep up with the latest technology and the things that it can do. The danger is that we make a bad procurement decision and end up with Betamax (beaten by VHS) or HD DVD (beaten by Blu-ray), and we have wasted our money.

Coupled with this is the significant trend towards web based software, cloud computing and Apps. These too can be baffling and the cause for consternation about what to buy, and when will it become obsolete.

Iain Murray has been delivering a version of this presentation since 2005, when there was no iphone and no Apps and he has been updating it regularly ever since. The ethos of the presentation remains the same, show how today’s ‘available’ technology can make an impact on your personal productivity, your business and your staff.

This year fatBuzz and Iain have teamed up with CommsWorld to bring the presentation to life. Commsworld are a leading voice and data solutions provider and mobile and fixed communications technology. Iain will merge the presentation on what technology and applications to consider with some live hands on demonstrations of everything from mobile phones to tablets. He will look at the do’s and don’ts of data management, looking at cloud computing applications as well as mobile data costs.

Iain will also look at the plethora of mobile applications out there today, picking and demonstrating some of the best Apps for business and personal productivity. He has been an avid user or Social Media and will also cover the applications and technology needed to make the best use of Social Media on the move.

Iain’s talks have proved very popular and this year’s new and enhanced presentation promises to be the most dynamic and informative yet. If you want to know how to maximise the technology and the applications available today then this is a talk not to be missed. Places will go fast for this so please book early.

ABOUT THE SPEAKER

Iain Murray is the founder of Principle Consulting a Management Consultancy business specialising in Property & Facilities Management as well as all other aspects of business advice from business development to long term strategy. Iain has a career in business spanning over 25 years and has held the Facilities Management industry’s top position as Chair of the British Institute of Facilities Management. He is currently the Deputy Chair of Global FM, the global Association of Associations representing over 50,000 FM’s worldwide.

Iain was an early adopter of Social Media and a pioneer in business on the use of integrated and cloud technology. He has won awards for integrating several technologies to improve the efficiency of service while making significant operational savings.

Our connection with Iain came about when he attended the first New Media Breakfast, opened his laptop and appointed himself as the official ‘tweeter’ for the event. He has now attended and spoken several times at the NMB and is a permanent member of the Social Media Podcast team, recording a podcast a couple of times a month.

Iain is continuing his crusade to introduce Social Media to business and his tweets are reaching a global audience and following. Iain regularly write and presents on the benefits and merits of Social Media for business with a style that is both engaging and witty.

HOW TO BOOK

Venue: Tigerlily, George Street, Edinburgh

Date: Thursday 19th April 2012

Time: 8am

 

If you have found this content interesting, there is a good chance that other people you know will also be interested, please use the Twitter and Facebook Buttons below to share it with your community.

New Media Breakfast presentation by Iain Murray of Principle Consulting

Sponsored by  

Wikipedia’s entry on Moore’s law describes “a long-term trend in the history of computing hardware whereby the number of transistors that can be placed inexpensively on an integrated circuit doubles approximately every two years. The period often quoted as “18 months” is due to David House, an Intel executive, who predicted that period for a doubling in chip performance (being a combination of the effect of more transistors and them being faster). 

The capabilities of many digital electronic devices are strongly linked to Moore’s law: processing speed, memory capacity, sensors and even the number and size of pixels in digital cameras. All of these are improving at (roughly) exponential rates as well (see Other formulations and similar laws). This exponential improvement has dramatically enhanced the impact of digital electronics in nearly every segment of the world economy. Moore’s law describes a driving force of technological and social change in the late 20th and early 21st centuries.”

What this means to the rest of us is that it is almost impossible to keep up with the latest technology and the things that it can do. The danger is that we make a bad procurement decision and end up with Betamax (beaten by VHS) or HD DVD (beaten by Blu-ray), and we have wasted our money.

Coupled with this is the significant trend towards web based software, cloud computing and Apps. These too can be baffling and the cause for consternation about what to buy, and when will it become obsolete.

Iain Murray has been delivering a version of this presentation since 2005, when there was no iphone and no Apps and he has been updating it regularly ever since. The ethos of the presentation remains the same, show how today’s ‘available’ technology can make an impact on your personal productivity, your business and your staff.

This year fatBuzz and Iain have teamed up with CommsWorld to bring the presentation to life. Commsworld are a leading voice and data solutions provider and mobile and fixed communications technology. Iain will merge the presentation on what technology and applications to consider with some live hands on demonstrations of everything from mobile phones to tablets. He will look at the do’s and don’ts of data management, looking at cloud computing applications as well as mobile data costs.

Iain will also look at the plethora of mobile applications out there today, picking and demonstrating some of the best Apps for business and personal productivity. He has been an avid user or Social Media and will also cover the applications and technology needed to make the best use of Social Media on the move.

Iain’s talks have proved very popular and this year’s new and enhanced presentation promises to be the most dynamic and informative yet. If you want to know how to maximise the technology and the applications available today then this is a talk not to be missed. Places will go fast for this so please book early.

ABOUT THE SPEAKER

Iain Murray is the founder of Principle Consulting a Management Consultancy business specialising in Property & Facilities Management as well as all other aspects of business advice from business development to long term strategy. Iain has a career in business spanning over 25 years and has held the Facilities Management industry’s top position as Chair of the British Institute of Facilities Management. He is currently the Deputy Chair of Global FM, the global Association of Associations representing over 50,000 FM’s worldwide.

Iain was an early adopter of Social Media and a pioneer in business on the use of integrated and cloud technology. He has won awards for integrating several technologies to improve the efficiency of service while making significant operational savings.

Our connection with Iain came about when he attended the first New Media Breakfast, opened his laptop and appointed himself as the official ‘tweeter’ for the event. He has now attended and spoken several times at the NMB and is a permanent member of the Social Media Podcast team, recording a podcast a couple of times a month.

Iain is continuing his crusade to introduce Social Media to business and his tweets are reaching a global audience and following. Iain regularly write and presents on the benefits and merits of Social Media for business with a style that is both engaging and witty.

HOW TO BOOK

Venue: 29 Member’s Club, Royal Exchange Square, Glasgow

Date: Friday 30th March 2012

Time: 7.30am for 8am

No.29 Members Go Free – If you are a 29 Member you can attend the breakfast free of charge. Please email malcolm@fatbuzz.com with you membership number and he will add you to the attendance list.

If you have found this content interesting, there is a good chance that other people you know will also be interested, please use the Twitter and Facebook Buttons below to share it with your community.

DATE: Friday 25th November 2011

VENUE: No,29, Royal Exchange, Glasgow

PRESENTER: Kiril Bunin & David Clark

Email Marketing is often overlooked when it comes to discussing new media but it is still one of the most effective marketing tools available to businesses today.  Likewise, there are some common mistakes in Email Marketing that render campaigns useless or, ineffectual.

This presentation will take you through some of the things to avoid and some of the common pitfalls of Email Marleting.  It will also share some valuable tips and tricks that will help you to get greater success from your email campaigns in the future.

Here are some of the area that will be covered at the New Media Breakfast:

• Are you unsure how to measure the performance of your email marketing?
• Have you optimised your subscriber list?
• Do you have a plan or strategy in place?
• Are you using the right email platform for your business?

The Speakers

Kiril Bunin

The foreign variable in the Attacat equation.  Kiril is our resident conversion rate optimiser and  self confessed ‘scientist’, his passion for enhancing  conversion rates through a process of stringent testing & optimisation has been put to great use within Attacat.

David Clark

David joined Attacat from a background in sales and retail and with great experience of dealing with customers he knows exactly what they are looking for. He has wide management experience in food retail and furniture sales with teams both large and small. He also has a great knowledge of the self catering property market.

Now an AdWords qualified professional, David likes to keep up to date with all the internet marketing goings on that keep the Attacats busy all day.

Venue: 29 Member’s Club, Royal Exchange Square, Glasgow

Date: Friday 28th October 2011

Time: 7.30am for 8am

Rapid Growth Optimisation (RGO) and the role of Social Media

DATE: Friday 30th September 2011

VENUE: No,29, Royal Exchange, Glasgow

PRESENTER: Gordon MacIntyre-Kemp

Marketing has evolved - optimising a company for rapid growth requires an integrated approach to social media, digital and traditional marketing.  Over the last two years Gordon MacIntyre-Kemp has worked closely with six companies that have achieved rapid growth (over 30% growth per annum) as a sales, marketing and social media advisor.

He has combined this experience with research into the marketing activities of over 100 UK based rapid growth companies to identify the marketing activities and behaviours that lead to rapid sales and profit growth.  The end result of this research will be published in 2012 and this event will be the public presentation of Rapid Growth Optimisation.

Gordon says “Be prepared to change the way you view social media and the role of marketing in your organisation”.  “Rapid Growth Optimisation (RGO) is the new science of marketing and social media engagement is the cornerstone of RGO”. 

Gordon’s formula for RGO is K.A.S.T.  Which stands for Knowledge Leadership Positioning (K), Attraction Marketing (A), Social Media Engagement (S) and Trust Maximisation (T).

In this New Media Breakfast Gordon will cover:

•  Six common growth factors
•  The optimum point in the buying process for engagement
•  The role of Knowledge in modern marketing
•  How Attraction has taken over from broadcast marketing
•  How Social media and engagement leads to sales conversion
• The key to being a company that buyers Trust
• Examples of Rapid Growth Optimisation

About Gordon MacIntyre-Kemp

Gordon has twelve years online community and social media marketing experience. Trained in sales and marketing by Procter and Gamble, Gordon worked on brands such as; Pantene, Wash & Go, Head and Shoulders, Old Spice and Olay. At Northern Foods PLC (Fox’s, Goodfella’s, Holland’s Pies, Dalepak, Express Diaries) Gordon managed multimillion pound sales to several of the UK’s top multiple retailers at HQ level.

Time spent as a business development consultant in Dubai was preceded by working as a Senior Executive in the Scottish Government’s economic development agency. Gordon has also served as a Director for both Glasgow Chamber of Commerce and Search Consultancy. 

Involved in online community for over a decade Gordon was the founder of the highly successful First Tuesday Scotland network and is owner of the Go-Social online community. 

Gordon is the MD of sales, social media and marketing consultancy Intelligise; he advises several of the UK’s fastest growing SMEs and PLCs and writes the Go-Social blog on social media marketing for The Drum magazine.

Venue: 29 Member’s Club, Royal Exchange Square, Glasgow

Date: Friday 30th September 2011

 Time: 7.30am for 8am