customer service

I’m about to break an unwritten rule of social media. I’m going to talk about what I had for lunch. But I’m not going to bore you with a Twitpic and a quip about the...read more

Dealing with detractors is perhaps one of the biggest pain points for companies just starting and even well entrenched in social media marketing. “What if someone says something bad about our company?” is often asked...read more

My personal interactions with brands are normally the types of things I would share on Twitter or my personal blog. While I’ve occasionally shared some brand run-ins here, I prefer to write about the good...read more

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...read more

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...read more

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...read more