There are better (and more interesting) ways for companies to use Twitter than simply have a "conversation." Most people think
Continue readingTag: customer service
6 Ways To Look At Negative Feedback
What happens when people do say bad things about you (or your company)? This is – without question – one
Continue readingGetting Called Out
It’s easy to sit behind a keyboard and call out both individuals and brands. There’s an argument for it and
Continue readingTwitter For Travel
Social media can put you in good company, especially when you’re making connections on the fly. A few months back,
Continue readingOn Being Rude
Customer service calls will always escalate when the individual who is representing the brand attempts to either control the conversation
Continue readingHow Big Business Is On Twitter Without Being "On Twitter"
In the past couple of weeks there has been multiple instances where well-known brands have confided in me that they
Continue readingGiving Something A Fighting Chance
Blogging is dead. Twitter is dead. MySpace is dead. Podcasting is dead. Dead is dead. Let’s trot out the "fill-in-the-blank
Continue readingThe Slippery Slope Of Being Provocative
The only way to get attention is to do something that will get you attention (duh). Apathy sucks. It’s the
Continue readingInches Not Miles
For a business to grow, it used to be all about closing as many big deals as possible. Things are
Continue readingGoogle Wave, Marketing And The Future Of Connecting
On May 28th, 2009, Google announced a new solution at their Google I/O Developer Conference in California called, Google Wave,
Continue reading6 Steps Towards A New Economy
As we move out of the recession, we need to be prepared for how business will adapt as companies, once
Continue readingThe Retweet Is One Of The Best Measurements Of A Brand's Success
There’s no way around it, when it comes to thinking about what needs to be measured for online success, no
Continue readingThe Success Of Marketing
"Unlike accounting or the law, marketing is not a profession. Anyone can call himself or herself a marketer. The absence
Continue readingWhen Customers Attack, They're Not Doing It Online
Only 7% of customers who had a problem while conducting an online transaction shared their experience on a Blog or
Continue readingDoes A Social Media Vigilante Equal Customer Service Justice For All?
There have been many back channels emails asking me who the "major electronics retailer" featured in my Blog posting, Like
Continue readingLike It Or Not, Your Website Is Part Of Your Company (And A Big One)
Preliminary note #1: this is not a customer service rant. Preliminary note #2: I love these types of stores (I
Continue readingDon't Just Join The Conversation… React To It
When Blogging first started to get some serious steam, I remember the rule of thumb being that you should try
Continue readingSocial Media Is Not For You
Have you ever received extremely candid feedback? You know, the type of insights and comments you would never normally see/hear?
Continue readingSeven Types Of Highly Effective Corporate Blogs
There are many reasons why companies should Blog. It’s a topic that has been written, discussed and disseminated to death.
Continue readingAnother Reason I Will Never Buy From (Or Into) Your Brand
Negative rants about Marketing. Sometimes they just flow. I think we all know that we learn most (and quickest) from
Continue readingMarketing When Nobody Is Looking
There’s a famous saying that goes something like, "integrity is doing the right thing when nobody is looking." It’s like
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