Marianne Hynd

No alimony for you!

Promotion of a company's case study on social research for investigations

Skittles in the Rain: Social Listening Offers Unique ROI Opportunity - NISM Online

If a brand is going to spend advertising dollars, no matter how insignificant it may be to the overall advertising budget, isn't it important to monitor? This case study highlights how one brand missed a potential opportunity by not engaging in an organically driven conversation where they were the focus.

How PNC Bank Made One Small Change That Drastically Changed The Customer Experience

Little things matter in customer experience, and making small changes can yield big improvements.

Book Promotion/Award

Worked with author to promote book and speaking opportunities.

😥We Missed You! Ditch Your Blog - 7 SEO Content Formats That Work

Ditch Your Blog: 7 Underused SEO Content Formats that Rank and Scale." We get it - life gets busy, things come up, and sometimes you can't make it. Since you were interested, we don't want you to miss out! Here's the

Interpreting Data: Your Metrics vs. Industry Standards

Contributor | Marianne Hynd

Contributor page for Marianne Hynd

Studies chart the evolution of social media as a customer service channel

The author traces the trends in usage of Facebook, Twitter and other Web-based forms of customer service across three verticals from 2012 to 2015.

Don't Be Invisible On Twitter Make Sure You're Tweeting at the Right Time

Every marketer is looking for the "best" time to publish content, whether it's a Tweet, a Facebook post, or an Instagram story. Did you know the answer is hiding in your insights? It's no surprise that each business is different; in fact, within each business, the "best" time to publish content will vary depending on the type of content, the site it's published on, and the core audience.

The Elusive "Best Day & Time" May Be Lurking in Plain Sight - NISM Online

Looking for the best day & time has been an age old hunt for marketers, dating back to the days of email marketing and cold calling.

Tips for Creating an Effective Social Listening Query - NISM Online

Social listening programs offer many benefits beyond reputation monitoring - it opens up a world of unstructured, online conversations that give brands new avenues for marketing in a way that is personal and effective. It also provides valuable research data that can be used when building a marketing strategy, developing new products and services, or breaking into a new market.

Mystery shopping program guides improvement of customer communication for business-to-business firm

B2B Mystery Shopping Use Case: Stork Technology

Evaluating the B2B Customer Experience Effectively: Program Design is Key to Success

Where companies are failing at using social media for customer service

Ann Michaels & Associates conducted a three year mystery shopping study, which was designed and executed by Marianne Hynd, to examine response times in social media venues (Facebook, Twitter and the "contact us" forms on the company Web sites). This study set out to observe the evolution of social media as a customer service channel.

The Facebook Crisis: Have Likes & Comments Lost Visibility Value

Facebook is going through an identity crisis right now. This Facebook crisis is affecting everyone from Grandma Julie to marketers and social strategists. Remember in the good old days, when Facebook's goal was to "connect the world", it was easy to learn about new brands, products, & services through your friends and family via Facebook?

How Marketing Fails When You Target "Your Customers"​

Tweet Have you ever had this conversation? Client: "Our marketing campaign failed. Why?" You: "Well, who were you targeting?" Client: "Our customers." You: "Okay, but who are your customers?" Client: "They're our customers." Don't worry, you're not alone. This is a common response to the question, "Who are you targeting?"

The Game of Telephone: The Case For Recorded Mystery Shops

When Vanity Metrics Lead You Down the Wrong Path - NISM Online

Vanity metrics...we've heard so much about them, and the good news is that a lot of recent buzz suggests that marketers are understanding the value of deeper insights in social listening. Platforms such as Instagram are talking about doing away with the like button, in part so that marketers and influencers focus on engagement and learning the entire story over simply equating a lot of likes as a success.

91% of Managers Do Not Believe Customers

At least when it comes to resolution via a company website. That is just one of the findings in research conducted by Ovum Research,a leading global technology research and advisory firm, in collaboration with LogMeIn.

Social media's disappearing act: Is the trend here to stay? | Articles | Quirks.com

Editor's note: Marianne Hynd is the vice president of operations at Ann Michaels and Associates, Naperville, Ill. This is an edited version of a post that originally appeared here under the title. "Is self-destructing content the new trend?" There seems ...

Marianne Hynd | Social Listening | Maximize Social Business

A collection of articles written by Marianne Hynd featuring Social Listening tips and guides on Maximize Social Business, the leading source for insightful social media for business advice.

Podcast Episode: When a Crisis Hits: How to Use Social Listening To Your Benefit

Chances are your brand will face a social media crisis at some point – with the way social media is designed, it’s bound to happen. Are you prepared to handle it? This episode shares insight, tips, & tricks on how to use social listening & research before and during a crisis – easily identify when something is brewing, collecting information to manage the crisis, and ways to use it to keep your staff safe in high profile crisis situations.

Podcast Episode: Social Media Strategy Tips For Launching a New Program

Launching a new initiative takes a lot of work, and social media marketing can be extremely useful for increasing visibility, engagement, and buy in from customers. What challenges exist, and how can social media strategy be used effectively?

Podcast Episode: The State of Social - Where We've Been, Where We're Headed...

It's been a wild ride....where has social taken us, and where are we headed in 2020? I had the opportunity to talk with Michalis Michael of DigitalMR, who I originally talked with in February, 2018. You can listen to that episode here.

Podcast Episode: A Picture is Worth a Thousand Words in Social Research

Todd Grossman, CEO Americas for Talkwalker, used this as an anaolgy when talking about the importance of listening to social conversations. In this episode, Todd talks about image recognition as it relates to social listening and shares an interesting case study looking for the most popular type of pasta - the study found much more than this.

Podcast Episode: How Is Social Media Used in Investigations & Litigation?

Listen as Sandra Stibbards, Owner & President of Camelot Investigations explains how she uses social media and open source intelligence for corporate & individual investigations. Sandra conducts Open Source Intelligence Training (OSINT) courses & shares ways to keep your privacy intact online.

Podcast Episode: Clemson University's Social Media Listening Center (SMLC)

Listen as Katie McElveen, Associate Director of the Social Media Learning Center at Clemson University talks about the SMLC, uses cases, and benefits of engaging students in social media listening as part of their studies.

Raw Social Media Data Analysis - Part 1

Once raw data is collected from each of the social platforms, further analysis can drill down to find stronger insights. The first step is converting the raw data into usable metrics.

Raw Social Media Data Analysis - Part 2

During the second step of raw data analysis, the data is formatted into easy to analyze properties. This step incorporates pinpointing optimal days/times to publish content.

Raw Social Media Data Analysis - Part 3

In this final step of raw data analysis, days and times are cross referenced to further pinpoint optimal publishing cadences for each social media platform.

Dad's Last Chapter

Me, my dad, and his final chapter

Social Media Background Checks Uncover Clues for Legal, Law Enforcement and HR Industries

NAPERVILLE, Ill., Aug. 20, 2015 /PRNewswire/ -- Ann Michaels & Associates, a leader in Customer Experience and Social Media Management programs, today announced it has expanded its social media monitoring services. The company has debuted eChatter, a social media background check solution designed initially for the law enforcement, human resources and legal professions.

Retail Mystery Shopping Study Reveals Improvement in Social Media Response Rates

NAPERVILLE, Ill., Nov. 11, 2015 /PRNewswire/ -- Ann Michaels & Associates, a leader in Customer Experience and Social Media Management programs, today announced the results of the Social Media Wait Time Study for Retailers. How long is too long when it comes to receiving an answer to a product or service question in social media?