Let’s make something clear: you can be the person that starts asking the questions and initiating the conversations that move social media forward. You. Sitting right there. Yes, you. I don’t care if you’re the marketing assistant, the PR coordinator, the customer service manager, the HR director, or the mailroom Read more »
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Why Trust and Customer Service Matter Online
You think trust doesn’t matter in the online world? Take these two scenarios and tell me why it doesn’t. Scenario A: Making flight reservations through Orbitz.com, the illustrious online travel service. Select itinerary A, jump through hoops, enter payment info, get told flights not available. Go back, select new itinerary, Read more »
How Apple Saved The Day (And Won a Customer for Life)
We talk a lot – all of us – about building brands by solving problems for people, being there when they need you, and being a bit remarkable. I got that today from Apple. It wasn’t heroic in the sense of leaping tall buildings in a single bound, but it Read more »
A Social Media Gut Check
There have been a few rumblings lately about the honeymoon being over in social media, and lots of discussion about the right way to frame social media efforts, how to find someone to help you with your social media plan, or some of the expectations you need to have going Read more »
Dealing with Detractors
The ideal time to start a corporate social media program is not as a reaction to negative feedback, and getting up close and personal with your critics is one of the hardest parts of maintaining a presence in social media. But it’s actually becoming quite a typical story: the company Read more »
Great Expectations
Make no mistake, when you get involved in social media as a business, you are setting expectations. You are communicating through actions as well as words that you are prepared and willing to open up the lines of communication. You’re committing to let people see you how you really are, Read more »
Learn the 7 shifts that will make your business faster, smarter and more social in this straight-shooting, actionable book by Amber Naslund and Jay Baer.