This week was all about providing your audience with personalized content. Facebook weighed in on the methods behind its News Feed, Twitter unveiled an easier way to connect with people and Convince & Convert’s President, Jay Baer taught us why customer service mostly sucks.

How Facebook’s News Feed Works [Update]

Vice President of Product Management for Facebook’s News Feed, Adam Mosseri, talks about how the News Feed works and what it means for publishers. Catch the video below:

Can’t spare nine minutes and 39 seconds? Here’s the TL;DW. Among the thousands of weighted variables that Facebook’s algorithm factors, Mosseri pinpoints four specific proxies that are used to help predict if someone might be interested in a post:

  • Who posted it
  • When it posted
  • Content type
  • Interactions with a post

So, what does this mean for publishers?

Mosseri suggests that publishers should:

  • Write compelling headlines and avoid clickbait.
  • Steer clear of overly promotional content.
  • Try new content forms and remember that, what works for one brand may not work for another.
  • Utilize Facebook Audience Optimization.

Why it matters: ?
Let’s stop complaining about Facebook’s News Feed algorithm and start experimenting with the four proxies and social media publishing best practices that Mosseri suggests. Whether you’re a fan of the social networks’ algorithm or not, it’s important to understand how News Feed and paid social works.

Twitter Introduces New “Connect” Tab

“Finding new accounts to follow used to require jumping through a few hoops and a dash of luck. That’s why we’ve reimagined the experience with our new Connect tab. Starting today, you’ll see a detailed list of people and accounts we think you’ll enjoy following, all easily accessible in one place.”
Ricardo Castro, Product Manager at Twitter

Why it matters:? ?
Quality & Quantity. Better follower recommendations leads to better connections and more content that’s relevant to you and your interests.

What’s not to like?

23 Statistics That Show Why Customer Service Mostly Sucks

“Most companies are using 1995 playbooks to solve modern customer service issues. We have to do better.”
Jay Baer, President of Convince & Convert

Did you know that 80% of businesses think they deliver superior customer service, but only 8% of customers agree?

Crazy, right? If you want 21 other mind-numbing statistics that prove all customer service is not created equal, give Jay Baer’s blog post a read and start preparing your brand for the new era of social customer service.

Why it matters: ? ?
It’s not rocket science–great customer service means better business. Whether it’s proactive, pre-emptive or reactive, businesses should do everything in their power to provide the absolute best social customer service–consider this a friendly reminder.

What are your thoughts on Facebook’s News Feed? Are you already applying Mosseri’s tips into your social strategy? If so, what results have you seen? Is there any social media or digital marketing news that we missed? Let us know in the comments below.