Managing customer service on social media

In the past few years, social media evolved from a channel of personal stories to one of customer service complaints. “Social customer care” is the new phrase.

You, operating as a customer, have probably tweeted at an airline for a delay. You’ve probably also raved about a product you love. What the company does in response is what you can quantify as social customer care.Read More


Key to getting started on social media is using small goals

One of the first questions I receive about social media marketing, especially in relation to coffee companies, is: “How do I get started?”

There is so much information out there. Where do you begin on social media marketing for your coffee company?

But what I say to these people and my clients, is to start small. There is a proven record for establishing small goals.Read More


The pros and cons of using Instagram stories for your business

Should you invest in Instagram’s newest feature? Is it worth the effort for your business?

A few days ago, Instagram announced to the world their newest feature – stories – a direct copy of Snapchat. When I saw this feature live, I was simultaneously filled with dread and excitement. I’ve been using Snapchat for personal fun (follow me @thejennchen!), but had yet to recommend it to any of my business clients. I’m of the camp that if you do not have the time or personnel resources to dedicate to Snapchat (or insert any other social media network here), then you shouldn’t do it.Read More


My tools: How I work & what I use

Working for myself & remotely for the past few years has had me experimenting with a slew of apps & productivity hacks. More significantly, I’ve transitioned from the approach of “FREE IS BEST” to “paying for a tool can be worth it.” My needs are not going to exactly match yours, but this is what I’ve found to be most helpful for my work.

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Why I don’t know if I want a Facebook Page

If I were my own client, I would still debate this.

Working in social media marketing, you spend a lot more time on the social networks than the average person does (1.72 hours per day, according to Adweek). You become a little disillusioned. When a network has reached a user base of 930 million active daily users (Facebook), you would think that tools would be created to help make marketers better at their jobs. When marketers are better at their jobs, they pay for ads, thus Facebook gets paid. Unfortunately, we see every bug (issue) there is & then some.

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Twitter pet peeves, according to coffee people

In this (unknown number)-part series, I bring to you coffee & Twitter. Twitter is my favorite social media network, mainly for its quick info bites and the ability to access almost anyone you want. However, you could be making some mistakes that annoy the heck out of people.

I posed this question to my followers, asking them what bothered them about coffee brands. I’m keeping this specific to coffee brands, mainly because that’s the industry I’m in. Obviously, you can always extrapolate this to any brand.

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