While many article and columns look back at the year that was or posture on the year that will be,
Continue readingTag: customer service
The Best Response
It’s getting harder and harder to respond back to everyone. I often send out tweets, Blog comments or Facebook messages
Continue readingHurts So Good
What do you do when a brand is so good no matter how bad it treats their customers? While on
Continue readingGoogle+ It's Time To Make Your Move
Is Google+ going to be the right move for every business? Of course not. That being said, your business must
Continue readingYour Name Matters
Here’s a truth: I never follow anyone on Twitter whose username is the name of a company. You may already
Continue readingThe Ultimate Question
Episode #278 of Six Pixels of Separation – The Twist Image Podcast is now live and ready for you to
Continue readingSPOS #278 – The Ultimate Question With Fred Reichheld
Welcome to episode #278 of Six Pixels Of Separation – The Twist Image Podcast. Do you know what the ultimate
Continue readingThe Customer Is (Not) Always Right
There’s an ongoing business axiom that defines customer service: "the customer is always right." Publicly, this may be the proper
Continue readingThe Harsh Realities Of The Real-Time Web For Marketers
In four words: we are not prepared. The past few months have probably been all about planning for the next
Continue readingThe "I Like You" Myth
What does Social Media really mean to brands? Brands will talk about listening. Brands will talk about using Social Media
Continue readingThe Biggest Mistake Brands Make When It Comes To Social Media
What is the biggest mistake that brands make when it comes to Social Media? Without question, this is the number
Continue readingThe Ever-Evolving Consumer Evolves (Again)
Does Marketing and Communications change fast enough to keep pace with consumers? It’s becoming more difficult and brands are falling
Continue readingWill A Brands Next Big Move Be A Journalism Department?
Who should own Social Media in the organization? The challenge in answering that question comes from a lack of clear
Continue readingThe Mutterings Of Twitter
Brands that are leveraging Twitter to connect with their consumers may be in for a surprise. That feeling of frustration
Continue readingDefensive Branding
Should brands respond to all negative comments? The common held response to a question like that is usually a stern
Continue readingWhy I Don't Like You
Here’s a true story about Facebook and the "like" button… I was recently having dinner with a very senior marketing
Continue readingThe Art And Innovation Of Listening
It’s never been easier to hear what your consumers are saying about you behind your back. The concept of listening
Continue readingThe Best Marketing Advice You Ever Received
What was the one piece of Marketing advice that you read, were told, heard or saw that has stuck with
Continue readingRead The Fine Print
Nobody reads the fine print. It’s either too small, too jargon-y, too legalese or too confusing. Marketing (and the brands
Continue readingWill All Brands Be Open? Should All Brands Be Open?
Social Media did a whole lot more than just connect us all in 140 characters (or less) and through Facebook
Continue readingConsumer Advocate Or Selfish Pig?
Many people run to publish a customer service issue on Twitter, Facebook and/or a Blog, but who really benefits? I
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