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What Charter Doesn’t Understand About Social Media

by · December 13, 2012

In a move that surprised even the most jaded customer, Charter abruptly pulled the plug on its social media customer service team. But why? A brief statement from the company:

“We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications. We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

…and some analysis from SME’s Ike Pigott:


The Future of Successful Business Means Scaling Empathy – Part 1 – Customer Personas

by · October 9, 2012

How many times have you heard someone profess the importance of being a more “human” business? That’s usually followed by a bevy of information about how social media is the key to that. I’d argue that social media is more the enabler. It amplifies and gives more prominence to something every business needs to implement more of to be successful. You need to understand  the importance of empathy.




1.the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.


Always Listening to the Customer is a Race to Mediocrity

by · September 27, 2011

As a business owner, do you care what people think about your business and the decisions you make? More specifically, do you care what your customers think? Perhaps the short answer is, “yes,” however is that holding you back? With the onslaught of social media and review sites, everyone has an opinion, and it is easier than ever to be a critic. The plethora of social media platforms has provided folks with a megaphone to chant their dislike about this or that. The adage of “The Customer Is Always Right” burrows into our fear factor and may stifle innovation and necessary change to your business model.


Content Is Not Created Equal

by · September 7, 2011

Content is everywhere and has become a marketing sword for businesses of all shapes and sizes. As traditional advertising effectiveness declined, the popularity of writing articles and publishing articles went wild. It was for a while a fairly easy SEO trick and tool to help Move the Google Needle for more traffic to your web site.

Content Marketing still is one of the better tools in your bag of tricks, however getting folks to read your stuff gets harder every day as more and more things garnish our customers and prospects attention.

The Content Marketing Umbrella


25 Ways to Honor Your Customers

by · March 18, 2011

Many businesses often overlook the day-to-day things they can integrate into their interactions, communications and company culture to really make a difference. In most cases, these seemingly tiny items matter quite a lot to customers. Customers typically don’t care as much about the price of your product as they do about being treated well, having a positive buying experience and some semblance of peace of mind throughout the process.

I am sure you would agree that you will not find success just by selling a product and walking away. The entire experience counts. From the first touch, your customers are forming an opinion of you (and your intention) to provide them a product or service that won’t make them regret it in the minutes, days, or months to come.