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 […]
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Tag Archives: digital
Service is the New Marketing
September 26, 2012 
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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 readingRenewable Service in Disposable Industries
December 10, 2010 13 Comments
“Please state your date of birth.” A few feet in front of me, an elderly woman looked up at a young cashier. Stunned and flustered, the elegant matron asked “Why do you need to know my date of birth?” The cashier deadpanned, “Halo 3 is rated M for Mature: I can’t sell it to you […]
Continue readingPlanned Inconvenience
December 8, 2010 27 Comments
The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four […]
Continue readingThe Age of Accountability
November 8, 2010 15 Comments
Mark Twain once quipped, “A lie can travel halfway around the world while the truth is still putting on its shoes.” And for so long, this was so. But something is underway, a great shift toward truth or consequences. Technology has transformed the times. Access to instant information has pulled back the curtain on the […]
Continue readingDefeating Disappointment
October 27, 2010 11 Comments
Though often stereotyped, we Technical Communicators are truly NOT all alike. We paint our word pictures using every color of the visible light spectrum. We differ in our tastes, preferences and opinions, just like workers in any other profession. That said, throughout my 15 years in this field, I HAVE noticed a few key similarities […]
Continue readingNurturing Advocacy
October 22, 2010 5 Comments
Like any other tool, Social media can be used for good or ill. Some brands use social channels primarily to promote products. Like a car alarm in a parking lot, a stream of hype quickly becomes a noisy annoyance to customers. But once in a while, a brand takes great care to understand and then […]
Continue readingLavaCon: Knowledge Nuggets: Day 2
October 6, 2010 2 Comments
The LavaCon 2010 conference covered innovation in digital media and content strategy. This post is a summary of thoughts from the Day 2 Keynote Speakers.
Continue readingLavaCon: Knowledge Nuggets – Day 1
October 1, 2010 10 Comments
After a single day at LavaCon, my mind is like a treasure chest of solid goodness. The opening day offered four powerful keynotes. For those following from afar, I wanted to share key thoughts from each…
Continue reading- Don’t let doubt drown your gift
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