Sustainability and Your Business

Sustainability and Your Business

There’s a new report on authenticity that caught my attention as much for what it does talk about as what’s missing. What it does well is talk about how organizations should tell their stories. What it fails to do, however, is make the connection to...

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...

Scaling Social

You might have seen the periodic mass unfollow on Twitter. It typically comes from someone who built up a large network and wakes up one day drowning in noise—a stream of tweets from thousands of people they don’t know and never interact with. Not to mention a lot of...

How to Create an Instant Brand Fan

Running Shoes + Baseball Talk = Instant Brand Fan. Let me explain. My friend Deborah Brody mentioned that she’d just purchased new running shoes from Zappos. She also mentioned how convenient it was, and that she was able to purchase the last model at a...