Posts tagged as:

customer service

How To Become Your Customer’s Valentine

February 12, 2010 · Comments

The Navigator is my monthly email newsletter. You should subscribe if you haven’t already. The theme of this month’s edition of The Navigator was relationships. With Valentine’s Day coming Sunday and the topic top of mind for many of us, I wanted to share some of the ideas here to further the discussion.

Social media brought humanity back to marketing. Brands engaged in social media activity are no longer monolithic, corporate entities. They are groups of interesting, diverse and valuable people — humans — who we often want to connect with, sometimes to build a stronger connection with the company; sometimes because those individuals share a common interest. This humanity gives brands a unique opportunity to bring romance into the customer equation. The theory here is that social media and that humanity allows us to make our customers fall in love with us.

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The Personal Power Of Social Media

January 22, 2010

Monday was my birthday. I normally ignore it. After 25, there’s not much to look forward to. A few years ago, my parents would call, a few other relatives would send emails and maybe a co-worker or two would remember and wish me happy birthday. The world of social media changes all that.
From Sunday through [...]

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Help Shape Social Media Research

November 10, 2009

Last month, Social Media Explorer’s first report, Customer Twervice: Exploring Best Practices and Case Studies In Customer Service Efforts Using Twitter, gave us a look at how many brands are turning to social media for customer service and service recovery efforts. Apparently, I wasn’t the only person interested in the topic.
My friends at the University [...]

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Prioritizing Your Networks

October 21, 2009

Five days in Las Vegas with my Internet friends always forces me into a fit of introspection about where I’m going, how fast and who with. Blog World & New Media Expo brings together a good number of my online contacts. We talk, learn, laugh and enjoy each other’s company for a few days, talk [...]

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A 100-Percent Guarantee For Social Media Success

October 19, 2009

Several really wonderful people approached me at Blog World & New Media Expo over the weekend to tell me they appreciated this blog, my Tweets and the ideas I share with them around the Internet. Those types of conversations never get old. To each of you who had one with me, the thanks are all [...]

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Becoming A Social Business Is Your Next Big Challenge

September 7, 2009

You’re going to hear more and more people in the social media space start using the term “social business” in the coming months. It will likely replace “community building” as the corporate catch phrase of the moment. Trend setters in the industry like Charlene Li, Jeremiah Owyang, Peter Kim and random other former Forrester Research [...]

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What Social Media Isn’t

June 12, 2009

Social media is everywhere and for a lot of businesses they approach it likes it’s the magic wand that’s going to be the savior to their business. When you begin to talk to them, usually the conversation starts like this. “Can you help us with that Twitter thing and that Facebook thing, not to mention [...]

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The Napoleon Dynamite Guide To Social Media

March 23, 2009

There’s a pretty good chance if you search the archives of any social media blogger, consultant, advisor or even novice, you’ll see the advice, “you have to add value.” It’s the biggest hurdle to overcome for corporate marketers trying to find their way into social media. You have to give to get in a relationship [...]

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Are Responsive Brands Playing Favorites?

March 2, 2009

Brand responsiveness through social media continues to give companies around the globe high marks and good publicity. From the old standby of Dell to the emerging omnipresence of Ford and GM, big brands are starting to not just listen to conversations about them, but respond as well. But two recent experiences for me, ironically with [...]

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Case Study: Working With Your Brand Enthusiasts, Not Against Them

September 15, 2008

If you work at a large company or brand there’s a pretty good chance you have a Facebook group. Perhaps it was started by someone at your company. Chances are it wasn’t.
In the vast majority of cases, these groups are positive and simply serve as connecting points for people who like your brand. Most aren’t [...]

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Approaching 10 Years After Cluetrain, Most Still Don’t Get It

April 30, 2008

Is it really the 10th anniversary of The Cluetrain Manifesto? Actually, it isn’t. The book was written in 1999 by Rick Levine, Christopher Locke, Doc Searls and David Weinberger. It was published in 2000. I suppose then that John Cass’s meme inspired by the upcoming 10th anniversary of the book is meant to borrow the [...]

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