A great leader Communicates the “Why” Collaborates the “What” Delegates the “How” Communicating “The Why” A great leader understands and articulates the reason an activity must take place. The leader is aware of the risks of inaction and the benefits of forward motion. Before any meaningful planning can be done, the leader must emphatically clarify […]
Continue readingBetter a Weary Warrior
May 1, 2013 
5 Comments
“It’ll never work.” “What is he even thinking?” “Why does she bother?” I don’t mind criticism. When it comes from those with personal experience and noble intentions, it can reveal the path from mediocrity toward greatness. But I can’t fathom the “criticism” industry. But I’ve never understood why we allow those who don’t create to […]
Continue readingTriage and Social Media
March 7, 2013 5 Comments
What is “Triage?” Typically, it’s a medical term, defined as “the process of sorting victims to determine medical priority, in order to increase the number of survivors.” So how does the concept of “Triage” apply to Social Media Monitoring? The number of social posts that mention brands continually increases. In 2012, 53% of social media […]
Continue readingSocial Media Has Changed Marketing Forever
November 5, 2012 4 Comments
Customers are flocking to social channels in record numbers. Customers now initiate over 150 million social conversations with brands each day. Among Fortune 100 brands, web site traffic growth is plummeting even as Facebook fan growth exponentially rises. Last week, at the Cloudforce 2012 conference, I had the privilege of standing with Salesforce to show […]
Continue readingService is the New Marketing
September 26, 2012 Comments Off on Service is the New Marketing
Today, millions of customers will seek help from brands on social networks. Today, your company’s public interactions on Facebook and Twitter will shape how other prospects and customers perceive your brand. For this reason, the quality of your social customer service has become a key element of modern marketing. Last week, at the Salesforce Dreamforce […]
Continue readingYou Got Your Social in My CRM
September 19, 2012 Comments Off on You Got Your Social in My CRM
Do you remember those TV commercials from when we were little? The ones where one guy had chocolate and the other had peanut butter? And then they collided and the result was something better than either imagined? This past year, I’ve had the tasty pleasure of “colliding” customer social media commentary with corporate Customer Relationship […]
Continue readingDreaming Forcefully
September 14, 2012 4 Comments
I’ve been dreaming for a long time about making a forceful difference in the lives of my customers. So I’m delighted to have a chance to speak at an aptly named conference. The Salesforce Dreamforce conference is gigantic, with 60,000 people slated to be there this year. Four of them are those dudes from the […]
Continue readingThe Paradox of Social CRM
February 20, 2012 11 Comments
There’s a warm feeling you get when you walk into a familiar place. When the staff knows you by name, greets you with delight and serves up “the usual”, you feel honored, respected and welcome. This is the differentiator between the “mom and pop shop” and the mega mall; between the corner store and the […]
Continue readingTop Tweets of 2011
December 31, 2011 22 Comments
For many of us, this past year was a time of transitions and triumphs, of mountains climbed and summits reached. I know for me, one of the greatest sources of daily encouragement was the pure stream of wisdom I received on Twitter. So many wise advisors gave their time and their words to inspire and […]
Continue readingInfluence and Advocacy
August 10, 2011 13 Comments
I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I’m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I’m even more delighted that the message of customer advocacy is spreading and gaining traction. This […]
Continue reading- Don’t let doubt drown your gift
- Planned Inconvenience
- Top Tweets of 2011
- Bring your WHOLE self to Work?
- Why We Matter
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