Will Chatbots Solve Customer Service?

Comcast received a lot of praise at one time for being an early adopter of Twitter for customer service. Really, people said nice things about the company. Look it up. If you took to Twitter, you could get “escalated” help. Otherwise? Good luck. We talk a...

The Employee Engagement Disconnect

Are you doing right by your organization or by your customers? These should be the same thing. An “and” not an “or.” The answer should be “both.” What improves the business should also improve the people the business serves. I...

Is Social Business Reaching a Tipping Point?

Your business may be “social,” but is it a social business? Social business is all about moving beyond just using social media (listening, posting, chatting, and so forth). It’s about more effectively leveraging the social conversations to help...

Is LinkedIn the Anti Social Network?

Now we are 7. My blog turned seven on June 4, which means I’ve been blogging here since 2008. Which seems a long time, especially in digital years (which make dog years seem quaint). I wasn’t marking this passage of time–but LinkedIn was. At some...