Tag Archive: Social Media

Social Customer Care 2015: Elite Eight

The following post was adapted from Social Media Customer Care Elite Eight on johnmacdaniel.net. As the tournament whittles the remaining teams down to an Elite Eight, as promised in my last post, here is is the Social Customer Care Elite Eight. These tips focus specifically on what Social Customer Care[…]

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Social Customer Care Sweet Sixteen

Social Customer Care 2015: Sweet 16

The following post was adapted from Social Customer Care 2015 Sweet Sixteen on johnmacdaniel.net. March Madness is upon us, and many of us will be eagerly checking scores and reviewing our NCAA Basketball bracket. As we whittle down the field to the Sweet Sixteen, the Final Four and, ultimately, National[…]

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Learning from Other Industries

What Can You Learn From Other Industries?

My role at Telerx provides me the wonderful opportunity to spend time with our clients discussing best practices and service innovations. Our clients are hungry to learn what others are doing. Sure, they would like to know what competitors are up to, but the most interesting conversations lately have been[…]

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Telerx Social Customer Service Holiday Checklist

Social Customer Service Holiday Checklist: 10 Questions to Prepare Your Social Care for the Holiday Season

The following post was adapted from Hey Social Customer Service, ready for the Holidays? on johnmacdaniel.net The holidays are nearing. That, for me brings thoughts of turkey, ham, traffic jams, the excitement of the first snow, a visit to Santa, and of course, shopping. It also has me thinking about[…]

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Pharma’s Next Step: Tapping into Social Media to Support Critical Initiatives

Increase in social media adoption by both patients and physicians is beginning to catch the attention of market leaders within the pharmaceutical industry. While there is undoubtedly greater interest in utilizing social media capabilities, many pharmaceutical manufacturers are struggling to understand how social media activities support their core business goals.[…]

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Are You Missing the Interaction in Your Social Media Strategy?

The following post was adapted from You’ve Been Engaging, But Are You Interacting? on JohnMacDaniel.net. Much has been written about brands and the need to create content on their branded social media properties that encourages their community to engage. The power of compelling content and the consumer that can’t help[…]

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4 Considerations for Building a Workforce for Social Consumer Care

The following post was adapted from Building a Workforce for Social Consumer Care on JohnMacDaniel.net. For me, social media as it relates to brands and marketing has always been about consumer care. So how do contact centers begin to grow their workforce to support the not so new anymore yet[…]

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FDA Webinar on Social Media Guidance

The FDA held a webinar last week regarding their recently-issued Social Media Guidance documents. Though many who registered were unable to access the webinar due to technical difficulties, the presentations slides and Q&A document were posted to the FDA website. In reviewing the slides, there were no major revelations presented[…]

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5 Best Practices for Pharma Social Media

The FDA’s most recent guidance has sparked lots of questions and conversations about how Pharmaceutical companies can effectively use social media. Given the regulatory challenges in social media, here are 5 best practices for pharmaceutical companies interested in using social media: Identify clear and specific objectives that lend themselves to[…]

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Public Health, Social Media and the Pharmaceutical Industry

2014 has become a blockbuster year for Social Media guidance from the FDA. This week the FDA published draft guidance on the “Do’s and Don’ts” of social media platforms with character limitations (like Twitter) and how to correct user generated content (UGC) with misinformation. In both of these publications, the[…]

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