Experience Management Blog

What Facebook’s Cross-device Reporting Means For Brands


facebook cross-device reporting

Facebook recently launched cross-device reporting, allowing advertisers to see exactly how their audiences are exposed to ads and how users move between different devices before converting.

What Is Cross-device Tracking?

More than 60% of online adults in the US use at least two devices everyday. This makes it difficult to keep track of a user’s path to conversion or accurately attribute conversions to multiple exposures across different devices. Cookies, the desktop tracking system, cannot track across multiple devices.

Cross-device tracking aims to solve this problem and allow advertisers to track a user’s path to conversion — no matter what device they choose to surf the web. (more…)

Why Your Old School Strategy Isn’t Working and It’s Time For Social Selling



The average American spends more than three hours on social media daily. And it’s not just for recreational purposes.

Consumers turn to their mobile devices, laptops, and tablets to discuss basically everything — from their personal needs and desires, to the quality of your products and what it’s like to do business with you.

The undeniable truth is that people live online now — which means the way your organization sells needs to change with the times.

Welcome to the era of social selling(more…)

How Citi Strengthens Consumer Relationships Using Social


Linda Descano of Citi

This post was written by Linda Descano, Managing Director and Head of Content and Social at Citi. Linda was recently featured in our Social@Scale Journal. Download your copy here

With more than 100 million clients in 40 countries, Citi’s Global Consumer Banking business is among the largest retail banks in the world. Transaction touchpoints are seemingly endless: mobile devices, ATMs, online and more than 4,600 branches. Couple that with a financial industry dogged with reputational challenges and an increasingly competitive environment among banks, and there was a serious need for us to reinvent how we connected with our customers. At Citi, we turned to social media as one of our solutions to create experiences that would help us engage with consumers, deepen our relationships and build trust. (more…)

This Week in Paid Social: August 15, 2014


this week in paid social sprinklr

Every week, we compile a list of the latest and greatest news around social advertising. Here’s what happening in paid social — as of August 15, 2014. (more…)

Why Sprinklr Acquired TBG Digital


Sprinklr Acquires TBG Digital

While much has been written about the integration of paid, earned and owned for social, not much has really been done to bring these disparate technology solutions together natively.

With the obvious and inevitable decline of organic reach, paid is increasingly the only lever that can predictably control brands’ reach across channels. It’s absolutely critical that brands learn to coordinate messaging across paid and owned. (more…)

Social Media for the Healthcare Industry


social media healthcare Sprinklr

Embracing social media has been particularly challenging for the healthcare industry, due to tight regulations, high risks and a generally prudent mindset. But as online conversations now represent the voice of the customer, having an active social presence is no longer optional.

So how do you engage with the social consumer while remaining compliant with the latest health industry regulations? And how do you stay up to date with all the latest articles and trends on how the world’s largest brands are managing and optimizing social experiences?

To help you access valuable information faster and easier, we have compiled the most thought-provoking articles on social media for healthcare companies in this report. (more…)

Planting the Seeds of Social Success: The Tree


planting the seed of social success

This post was written by Dawn Wayt, Director of Marketing and Head of Social at American Greetings. Dawn was recently featured in our eBook Without Infrastructure, You Can’t Be Social. Get your free copy here.

Establishing a social infrastructure is critical to effectively mobilize cross-functional resources and engage consumers on behalf of your brand(s). With a clearly defined organization, social partners around your office or around the world can put a face on your brand, facilitate personal interactions with consumers, meet their needs, respond to feedback, and continuously improve their experience with you.

Here are four simple steps to organize your  resources and build a strong foundation for success. I call it ‘The Tree.’ (more…)

Sleep Number and the Empowered, Connected Customer


You have probably been in hundreds of conversations like this, either as a participant or the originator.

sleep number bed customer inquiry


Someone is considering a product and asks a question in a social forum. They get answers. Their purchase decision is heavily influenced, one way or the other, by the opinions of their peers. Most of the time, the companies in question don’t participate in the process. (more…)

How to Close Your Customer Experience Reality Gap


mind the gap

In a study conducted by Bain Consulting on customer experience, 8% of the customers of 362 companies described their experiences with those companies as “Superior.” Yet, 80% of those companies believed the experiences they provided to their customers were “Superior.”

Why the reality gap when it comes customer experiences? (more…)

‘Infrastructure’ Isn’t a Dirty Word


This post was written by Dave Fleet, Senior Vice President at Edelman. Dave was recently featured in our eBook Without Infrastructure, You Can’t Be Social. Download your copy here.

infrastructure isn't a dirty wordIf we look at the high-level driving forces in social media now, we see – among others – three major trends:

  • Continuing convergence of earned, owned, and paid media
  • Increasing imperative towards the rapid and flexible development of highly visual content
  • Increasing scale driven by maturing social media channels

To handle any one of these alone is difficult enough; to handle all of them is a major challenge. (more…)