Who’s in charge…
How many people remember the concept of “customer first”? Recently I had an experience where this lesson was absolutely forgotten. I had done my homework beforehand, and had gone to the retail outlet...
View ArticleSocial Media Carrot and Stick
While corporations are trying to figure out how to use the Social Media carrot to entice their customers to buy, their customers are using a powerful Social Media stick when it comes to expressing...
View ArticleSocial Customer Service Strategy
Ever feel slighted, ignored, disenfranchised, “sold to”, taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat...
View ArticleSocial Choice: Ignore, Listen, Join or Host
Think back to when you last bought a book – did you check the reviews on Amazon? When you last booked a hotel – did you check the hotel rankings? There is an incredible conversation happening on the...
View ArticleOnline Customer Service
How often are you disappointed by poor service? For most people, the answer is too often. The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor...
View ArticleScenario Planning: Social Response Strategy
What do you do when you are disappointed with a product or service that you have purchased? Most people turn to the web: a quick check on Google solves many problems. And a few choice words on...
View ArticleBeing Real
What’s your reaction when you read a company newsletter, instruction manual, or other corporate communication? You probably think it sounds plastic, anti-septic, and homogenized. If so, you’re like...
View ArticleReach out and Touch Someone: Web Contact Strategies
Have you ever gone to a website, and for whatever reason, felt the need to actually contact the organization? You may have a product or service question, or you may have a technical issue that needs...
View ArticlePowerful Posts or Contrived Conversations
Nobody asked me to write this post, but it is an exceptionally powerful one. Have you noticed that many (most?) Social Media posts by organizations seem contrived? They are sales-focused, or...
View ArticleBeing Real
What’s your reaction when you read a company newsletter, instruction manual, or other corporate communication? You probably think it sounds plastic, anti-septic, and homogenized. If so, you’re like...
View ArticleWho’s in charge…
How many people remember the concept of “customer first”? Recently I had an experience where this lesson was absolutely forgotten. I had done my homework beforehand, and had gone to the retail outlet...
View ArticleSocial Media Carrot and Stick
While corporations are trying to figure out how to use the Social Media carrot to entice their customers to buy, their customers are using a powerful Social Media stick when it comes to expressing...
View ArticleSocial Customer Service Strategy
Ever feel slighted, ignored, disenfranchised, “sold to”, taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat...
View ArticleSocial Choice: Ignore, Listen, Join or Host
Think back to when you last bought a book – did you check the reviews on Amazon? When you last booked a hotel – did you check the hotel rankings? There is an incredible conversation happening on the...
View ArticleOnline Customer Service
How often are you disappointed by poor service? For most people, the answer is too often. The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor...
View ArticleScenario Planning: Social Response Strategy
What do you do when you are disappointed with a product or service that you have purchased? Most people turn to the web: a quick check on Google solves many problems. And a few choice words on...
View ArticleBeing Real
What’s your reaction when you read a company newsletter, instruction manual, or other corporate communication? You probably think it sounds plastic, anti-septic, and homogenized. If so, you’re like...
View ArticleInbound Web Contact Strategies
Have you ever gone to a website, and for whatever reason, felt the need to actually contact the organization? You may have a product or service question, or you may have a technical issue that needs...
View ArticlePowerful Posts or Contrived Conversations
Nobody asked me to write this post, but it is an exceptionally powerful one. Have you noticed that many (most?) Social Media posts by organizations seem contrived? They are sales-focused, or...
View ArticleClosing the Expectations Gap
Expectations matter. I recently had the pleasure of spending time in Houston, Texas. The people were friendly, the weather was great, and the event was a success. I stayed in one of the nicer hotels,...
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