All Latest Articles

#scsm12 results preview, VW and Zyrtec case studies, and social CRM

Nick Johnson, (Oct 18, 2011)

Hello everyone, It's been a really busy week, but we've got some fantastic stories for you. Happy Tuesday! Provisional results from the #scsm12 released Every year we put together our 'State o...

social media customer service, social compliance and a fall from grace for Starbucks

Nick Johnson, (Oct 11, 2011)

Hi all, Hope you're well! Four posts and a request for help this week: Social media customer service is a failure And that's according to Frank Eliason, formerly @comcastcares and now SVP o...

Verizon's social customer service; Burberry on social publishing; best practice b2b social media

Nick Johnson, (Oct 4, 2011)

Good morning/afternoon everyone, Hope you're all having a wonderful day! Plenty to get through this week: from key learnings on b2b social media; to an interview on how Verizon use social med...

The positives and negatives of Facebook's new features, gamification and crisis comms

Nick Johnson, (Sep 27, 2011)

Hi everyone, First off apologies for last week. We moved servers and managed to screw up our blog at exactly the wrong time (ie roughly one minute after sending the Tuesday Update). For those of...

Some results from our recent research with social media execs

Nick Johnson, (Sep 27, 2011)

Hi everyone, As you may know, the whole USM team has been researching social media trends and growth areas for 2012. I wanted to share a few of the broad conclusions we came to last week when we...

Taking social media outcries seriously, art or science?

Nick Johnson, (Sep 26, 2011)

This article was written by Alex Wilson When does a social media trend become a problem? Large companies today frequently come up against the anger of individuals on the internet, channelled thro...

regulated industries and social media, Facebook's (negative) new changes, and an introduction to gamification

Nick Johnson, (Sep 23, 2011)

Hi all, Four interesting pieces for you today, so straight into it Regulated industry sets up common standards for social media use Social media for regulated industries is a difficult game. L...

Gamification: Where game dynamics meet marketing

Nick Johnson, (Sep 23, 2011)

This article was written by Alex Wilson What is gamification? Gamification is a growing aspect of business marketing, often making use of social media to engage existing and potential customers...

Facebook for customer service, case studies from Virgin and Park Bench, and why b2b social media will explode

Nick Johnson, (Sep 13, 2011)

Hi all, Some great content this week - focusing on how to get better engagement on your Facebook page; some predictions on social media adoption over the next year; how to use Facebook for custo...

Case studies from Toyota, Ariel and HSBC - along with a look at the power of negative reviews

Nick Johnson, (Sep 6, 2011)

Hi everyone, and welcome to your latest installment of our Tuesday Update.This week we’re covering stories about Toyota, HSBC and Ariel, along with an assessment of the power of negative reviews....

Hello world!

Nick Johnson, (Aug 30, 2011)

Welcome to WordPress. This is your first post. Edit or delete it, then start blogging!...

Corporate Social Media's death; IKEA's innovative new campaign; the power of social TV and more

Nick Johnson, (Aug 30, 2011)

Hi all, This week's Tuesday Update features an in-depth look at recent forays into social from IKEA and The VMAs, 15 other recommended social media case studies; info on Klout's most recent additi...

IKEA's innovative new campaign is good - but doesn't go far enough

Nick Johnson, (Aug 30, 2011)

IKEA have recently launched their ‘Go Happy To Bed’ campaign - which focuses on an integration of Facebook Connect with YouTube. After a short introductory video, the campaign asks to connect ...

Topshop, Turkcell, Dunkin Donuts and the return of The Great Social Media Experiment

Nick Johnson, (Aug 23, 2011)

Hi everyone, We've got three great case studies for you this week, along with a news piece and an introduction to the second of our "Great Social Media Experiments". Case Studies Topshop and SCVNG...

Obama Joins Foursquare

Nick Johnson, (Aug 23, 2011)

A few weeks ago, popular location-based networking site Foursquare, announced they had reached the 10 million member plateau. Last week, President Barack Obama decided he too wanted to join the pa...

An introduction to our newest social media experiment

Nick Johnson, (Aug 23, 2011)

We at USM are obviously interested in the impact social media has on marketing strategies (it's why we've produced this). So we've recently kicked off a new experiment, to try to assess the value o...

Greenpeace’s Use of Social Media in Rainforest Campaigns

Nick Johnson, (Aug 11, 2011)

This is a special report from Rachel Stine - in collaboration with Ethical Corporation Only eight months into the year, Barbie has already accomplished an impressive number of personal and caree...

Seat and Universal case studies; What Google+ means for you; and the dawn of social media for customer service

Nick Johnson, (Jul 19, 2011)

Google+ for Chief Marketing Officers (and anyone who works in marketing for big corporates) One of our favourite bloggers on social media practice - Chris Brogan - has written up a list of ten poi...

Customer service through social media: the game has changed

Nick Johnson, (Jul 19, 2011)

The rise of social media has changed customer service beyond recognition. In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satis...

Car-maker Seat try out social media - and get it all wrong

Nick Johnson, (Jul 19, 2011)

Whilst car manufacturers like Ford, General Motors and Toyota have long been active - and successful - on social networks, Spanish car maker Seat is only just dipping its toe in the water. They'...

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