From Apology to Enchantment

There are very few Soup Nazis in business. In other words, most of us have to provide good customer service to be sucessful. You can screw up and recover–companies do it all the time. But how many use the opening to move from apology to enchantment? Stubhub did...

Does Engagement Matter?

Deborah Brody wrote a terrific blog post last week about the role of engagement. She said in part: In social media, people talk about engagement all the time. You have to “engage” with your followers. What does this really mean? Why are you engaging? The answer is...