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Posts Tagged ‘Lithium Technologies’

Spin the Agencies of Record

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So Is That Why You Made All Those Changes? Lithium Technologies to Buy Klout

kloutWe were supposed to have a call with Klout yesterday after posting this story about all the changes the company made to launch #NewKlout. But at the last minute, we were told something came up and the call would have to be postponed. That something was likely the news that the company was being purchased by Lithium Technologies for at least $100 million.

According to the scoop by Re/code, Lithium, a company that provides “social customer experience management software for the enterprise,” is preparing for an IPO. And the two companies complement each other.

“It’s a dead-on fit in terms of topic focus for the two companies, but it’s also a save for San Francisco-based Klout…” Re/code continues. Mashable speculates that Lithium was attracted to Klout for Business’ 200,000 users.

In light of the sale, it’s worth it to take another look at all of the Klout updates.

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STUDY: Consumers Punish Brands for Failing to Respond (Very) Promptly on Twitter

Twitter-logo-010-400x240Any brand that fails to respond promptly and effectively to consumer interactions and complaints via Twitter had better prepare for a public 140-character shaming.

Research just released by Lithium Technologies based on a study by Millward Brown Digital shows that while consumers will reward brands that utilize Twitter to meet their rising expectations, they will just as soon punish those that fail to respond quickly enough. Just how promptly do consumers expect these responses? You might be surprised.

Fifty-three percent of consumers who expect a brand to respond to their Tweet want that response in less than an hour. When those consumers are tweeting complaints, that figure skyrockets to a whopping 72 percent. Talk about instant gratification!

Failing to meet this tight deadline can result in major consequences; when these expectations aren’t met, 38 percent of customers polled feel more negatively toward the offending brand, while 60 percent will take unpleasant actions to express their dissatisfaction. A whole 74 percent of customers who take to social media to shame brands believe it leads to better service.

The upside to this is that brands that do make effective and timely use of their Twitter accounts to respond to consumers can reap some serious benefits: Read more

6 Brands Taking Social Media Strategy Beyond Facebook

SephoraWe found ourselves intrigued by last week’s Forbes post on “Why Facebook Can’t Be the Center of Your Social Strategy”, because we’re fairly certain that every PR/marketing pro would love to work with a social media platform less infuriating than the big FB—a platform that grants brands a little more in the way of control and allows reps to more clearly demonstrate the benefits of a given project to clients.

According to author Rob Tarkoff of Lithium Technologies, some of the most socially successful brands have moved beyond Facebook by establishing their own “on-domain customer communities”. In other words, they encourage fans to participate in social media forums located within their own websites.

Tarkoff writes that “The most cutting-edge B2B and B2C brands are placing bets on on-domain, owned, social media hubs where they can control the brand, guide the experience, and drive real business outcomes.”

Sounds great–so who are they? We’ve chosen to highlight six:

  1. American Idol
  2. Sephora
  3. American Express
  4. Google AdWords
  5. BMW
  6. Starbucks

Click through for details on each.

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Spin the Agencies of Record

Lithium Technologies has chosen Bite Communications as its AOR focused on the U.S. and Europe. The firm was selected after a competitive pitch. Work will raise awareness of the company and the value of social customer service software. Work will be lead by Bill Danon in San Francisco and Sophie Brown in London.

Arik Air, the large West African airline, has chosen C. Moore Media International Public Relations (CMM) as its AOR. CMM was founded by former Hill + Knowlton Strategies exec Claudine Moore (when it was Hill & Knowlton). For Arik Air, the firm will focus on traditional and digital outreach with a special focus on U.S. businesses. Arik Air offers the only nonstop flight between New York and Lagos, Nigeria and provides a gateway to other African cities. The firm has previously worked with Arik Air.

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