Marketing/PR, Social Media
Do you want to know the fastest way to alienate your customers? Ignore them. Just ask Trader Joe’s. Or maybe not—because they’re not listening. There was an interesting article recently that looked at the grocery chain’s complete absence from social media:...
Social Business, Social Media
You have my permission to play with shiny objects. The hottest “it” platform (e.g., Pinterest). The newest options (e.g., Google+ Communities). And, yes, the toys (e.g., social badges). Each might have its place in your social strategy–but they shouldn’t be the...
Business, business strategy, Social Media
I have a problem with long-term contracts. If you have to lure customers into sticking around, what does that say about your confidence in your product, service, and/or value? Okay, I get it. You spent a lot of effort bringing people in. And you want to incentivize...
Business, Customer Service, Social Business
I wrote recently about the gap between empowered customers and many sales and customer service teams. That post dealt specifically with the disconnect between what a company is offering online and what they’re telling you when you call them. And that...
