Customer service is often the lesser cousin to self-congratulatory brand marketing, and for a long time customers have simply endured this situation as they were effectively powerless to do anything about it. But no more. Increasing customer frustration is being match by growing pressure on brands to service the customers they have says the newly […]
Read MoreArchives for June 2012
It’s rare to find a book that is equal parts inspiring and practical. Good Works! by Phillip Kotler, David Hessekiel, and Nancy Lee is that rare read that shows you just how much is possible as an individual and a corporation, and what real value that can add to your business and our world. It’s […]
Read MoreA few weeks ago I shared an infographic of the social media landscape so that we can all consider our place and future in it. The impact of that inforgraphic is compounded when you consider the explosion of the Social TV ecosystem show above. This chart shows the main players in the Social TV landscape […]
Read MoreAt the risk of sounding like an old man, it’s amazing how time flies. It’s a year to the day that We First, the book, came out, and I wanted to take this opportunity to thank everyone for their support and contribution to a shift in perception and practice in the private sector. As social media […]
Read MoreThe recent Facebook/GM arm wrestle just prior to the Facebook IPO raised an important issue as to whether Facebook should reformat its advertising to suit marketers or continue to let users drive its advertising. I believe Facebook has it right as power continues to shift towards consumers as a function of our business and personal […]
Read MoreIt is fitting that perhaps the most distilled articulation of the key to successful customer service should come from Mahatma Gandhi himself, as an extension of the life of service (in a larger sense) that he led. There is little I can write to add to the profundity of his words, so I will let […]
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