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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 History of PR

[fa icon="calendar'] 03-Mar-2012 12:41:00 / by Iliyana Stareva posted in Public Relations

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As some of you may know, I am currently writing my dissertation about social media’s impact on PR (any PR pros reading this, how about you help me with my survey?).

For the past few weeks I’ve been ‘diving’ into a number of books and other sources to learn more about the profession and see how it has evolved over the years. Accidentally I even found a recent video, which highlights the history of Public Relations. I may not agree very much with the facts shown in the beginning, telling us that PR began way back in 49 BC. Maybe so, but rather unconsciously and not as a planned strategic tool; it wasn’t until the end of the 19th and the beginning of the 20th century and the emergence of the media when PR came along as an ‘official’ discipline.  

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Social Media Basics for the Small Business

[fa icon="calendar'] 22-Feb-2012 11:42:00 / by Iliyana Stareva posted in Social Media

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Everyone is (still) talking about social media. The networks however are so many and so different: Facebook, Twitter, Google+, YouTube, LinkedIn, Digg, Pinterest... Do you get confused sometimes and don’t know where to begin? If so, have a look at the Flowtown’s infographic below – it gives you the basic knowledge and first steps for your social media activities.

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My Journey into Pinterest

[fa icon="calendar'] 12-Feb-2012 13:01:00 / by Iliyana Stareva posted in Social Media

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Everyone is talking about Pinterest; there is at least one blog post a day in my Google Reader about it; it even started to annoy me a little bit. So, I decided it was about time to try it out and find out why people (and businesses) love it so much.

 

Pinterest is a social catalogue, a kind of an online pin board where you can share images and videos of the things you love – art, sports, fashion, beauty, science, technology, architecture, journeys, absolutely anything; or you can even plan weddings, holidays and journeys; find recipes, (re)decoration ideas; gifts and of course search other people’s boards. The idea behind it is: “a picture is worth 1000 words”. The social network launched ca. 2 years ago and is apparently becoming so popular that in the last 6 months the site visits increased by 4000%

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How to engage: take an example from Heineken’s QR code campaign

[fa icon="calendar'] 02-Feb-2012 09:17:00 / by Iliyana Stareva posted in Creative Campaigns

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Do you like beer? I sure do – it’s so refreshing, especially in the summer. Well, even if you don’t drink beer, I think you’ll find Heineken’s campaign during the Open’er Music Festival in Gdynia, Poland quite refreshing.

What do you do at such festivals? You are there to enjoy the music, have fun and meet new people. Knowing this, the Dutch brewing company decided to give the music lovers an easy and entertaining way to connect with each other – the U-Code, a personalized QR code that entails your own message (if you don’t know what QR codes are, here's a good article). The aim was to introduce Heineken’s new brand message “Open your world”. 

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Brands and their Global Social Media Challenges

[fa icon="calendar'] 23-Jan-2012 09:20:00 / by Iliyana Stareva posted in Social Media

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A few days ago I came across an interesting whitepaper by LEWIS PR about the social media challenges brands and organisations are facing globally. The main emphasis is on the fact that nowadays “every brand is a global brand”.

Thanks to the internet and social media buyers can easily learn about companies and their products, they can interact with them as well as with other customers and most importantly they can express their own opinions. Organisations on the other hand have to listen to these multicultural, multilingual voices and correspondingly respond. The paper looks at the challenges of a multinational social media strategy, that works across borders, but also suggests some ideas how to cope with them, so I thought I should briefly present these to you.

Here it goes:

Challenges:

  • Organisational challenges

How do you effectively organize your social media marketing efforts - do you need multiple blogs, Facebook pages and Twitter profiles for each country or is just one global presence enough; which country is responsible for which region in the case of a crisis; how can you assess your global audience etc? 

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