If you’re like me, 2013 was an era of both angst and accomplishment, of both sweetness and struggle. As in years past, one of the richest sources of steady inspiration was encouraging guidance that friends shared on Twitter. I wanted to end the year by sharing a few of the tweets that helped me focus […]
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Tag Archives: socialmedia
Triage 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 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 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 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 readingRelentless
September 30, 2010 12 Comments
A friend once referred to me as “relentless”, as in “unwilling to relent.” We’re about to find out if this is so… Many of you know, I’ve been just a little bit excited about LavaCon these past few months. I have been waiting to LiveBlog LavaCon like skaters wait for the olympics, like flower shops […]
Continue readingMusical Chairs
September 13, 2010 8 Comments
The room spins as you march in a circle, laughing to a lively tune. As your mind wanders from dizzy repetition, you return to reality with a start: The music has STOPPED! Throwing yourself backward toward a chair, you meet the ground with a rude thud. With a sheepish grin, you slowly look up to […]
Continue readingUnlocking Hidden Levels
September 6, 2010 14 Comments
Who doesn’t love a secret passageway? The thrill of gaining access to concealed corridors is found in so many childhood tales, from Narnia’s Wardrobe to Hogwart’s train station. By using social media tools to live-blog and live-tweet industry events, we “unlock” these “hidden levels” for our peers.
Continue readingLavaCon: Cooler than Star Wars?
August 31, 2010 3 Comments
Earlier this month, I took my 11-year old son and his best buddy to Star Wars Celebration V. For Junior Jedi like them, this was a long awaited, can’t miss event. All their heroes were in one place. George Lucas, Mark Hamill and Carrie Fisher were there: Not to mention the entire voice acting cast […]
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