Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

The Social Media Landscape 4.0

[fa icon="calendar'] 13-Jul-2013 10:29:00 / by Iliyana Stareva posted in Social Media

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You already know what a big fan of Brian Solis I am. This blog post is also going to be dedicated to his efforts and achievements in the area of social media and I am about to show you yet another brilliant piece of work from him and design agency JESS3, namely the fourth version of the so called Conversation Prism (some of you may already be familiar with it) which is a comprehensive visualisation of the social media landscape.

As Brian Solis puts it, the various editions of the prism have managed to capture snapshots of important moments of the history and evolution of social media in the form of evolving infographics. For me the latest version is truly spectacular and to some extent scary – seeing all the platforms and channels available today in just one image is rather mind-blowing!

But before I get to version 4.0, I was thinking it would be interesting to show you all the previous editions starting with the first one from 2008 so that you can get a better overview of how the social media landscape has developed during the past five years (yes, only five!).

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The PR Industry is in Need of Some PR

[fa icon="calendar'] 09-Jul-2013 22:38:00 / by Iliyana Stareva posted in Public Relations

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It’s been a while since I’ve written about PR; I have somehow mainly focused on social media lately and so today I am going to talk about how the PR industry itself needs PR. This is indeed nothing new. Since its very emergence PR has always been associated with spin and persuasion, which has affected the reputation of the practice and the acknowledgment of its importance as a management discipline that should sit at the C-level.

Unfortunately, it seems that not much progress has been made to improve PR’s reputation. A recent survey by TopLine Communications just confirms that the PR industry could certainly do with a little PR itself.

As it turns out,

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Social Sharing is an Actual Revenue Driver

[fa icon="calendar'] 03-Jul-2013 17:30:00 / by Iliyana Stareva posted in Social Media

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Since the very emergence of social media communicators and marketers have been reluctant to invest in social media because, as they say, it’s more or less impossible to measure ROI (Return on Investment). Apparently, not much progress has been made in this area - this year’s Social Media Marketing Industry Report shows that the third most important question professionals want answered when it comes to social media is how to measure the return on their activities. Important to mention though is that normally ROI is associated with sales and not with qualitative metrics such as reputation and image, which on the other hand are also sales drivers, but in a more indirect manner.

AddShoppers did some research in this area and discovered that social sharing does indeed drive sales unlike common beliefs that it only provides qualitative benefits. After analysing $5,000,000 worth of eCommerce transactions they found some pretty interesting insights, which I thought I should share with you:

  • A Google+ share is significantly much more valuable than a Facebook (or any other social media platform) share - the difference between the two is $8,43!
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20 Remarkable Quotes from Brian Solis

[fa icon="calendar'] 26-Jun-2013 09:00:00 / by Iliyana Stareva posted in Social Media, Personal Development, Brands and Business

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I don’t think I’ve told you this before, but I am a big fan of Brian Solis. He is a well-known thought leader in the area of social media, communications, technology and business and I have so far learned a lot from him. I follow his blog and I’ve also read all of his books, apart from the latest one, which is on my reading list. I have quoted him a few times in previous posts, but now I thought I’d share with you my favourite Brian Solis quotes.

Here we go:

"Social media is the democratization of information, transforming people from content readers into publishers. It is the shift from a broadcast mechanism, one-to-many, to a many-to-many model, rooted in conversations between authors, people, and peers."

"Social media is less about technology and more about anthropology, sociology, and ethnography."

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Foursquare Addicts, Get Your Personalised Check-Ins Infographic!

[fa icon="calendar'] 21-Jun-2013 16:15:00 / by Iliyana Stareva posted in Social Media, Personal Development

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Here’s some thrilling news for all Foursquare fans – from now on you can request and visualise your entire check-in history and you can even have it in the form of an infographic! Foursquare calls this the Foursquare Time Machine! Isn’t that cool?

Indeed, it is a tool that will probably be appreciated only by real Foursquare addicts – those who more or less check in everywhere they go – but it still offers a great check-ins overview in an interactive and visual form as well as some interesting suggestions of new places you should discover. The best thing about it though is that it’s a really cool trip down memory lane allowing you to re-live moments of the past.

So, just for fun

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