Starjacking and the
An acquaintance sent me an email today suggesting I write about starjacking. I had not heard of this phenomenon, but quickly learned what an incredible development it truly is. And no, this isn't about...
View ArticleJet Blue, Marriott, Southwest engaging customers with Twitter
Still not sold on this whole Twitter thing? Well, it's probably not a good fit for all brands and all strategies, but a report at USA Today shows Twitter is working for brands in the travel and...
View Article5 Ways for Brands to Use Twitter
The aptly named 140 Characters Conference hosted by Jeff Pulver focused as much on the personalities of the presenters and attending evangelists as it did on the uses and qualities of Twitter, the...
View ArticleDo I Know You From Somewhere?
Remember business cards? Remember meeting people in the real world? Not the Twittersphere or on LinkedIn, I mean the actual, physical world. Of course, we still meet new contacts in person from time to...
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Two Things I learned at the Inc. 5000 Conference
I'm leaving the Inc. 500 | 5000 Conference in Washington D.C. feeling inspired. The Inc. 5000 is their list of the fastest growing companies in the United States over the past 4 years. This year,...
View Article5 Ways to Avoid Buyer's Remorse
It takes a lot to create brand awareness, preference and purchase and the goodwill that is created as each individual accepts, internalizes and aligns them with your brand. New research suggests that...
View ArticleComplain Effectively: 6 Steps to Yield Results
Every so often a favorite brand infuriates you. That's when brand loyalty and preference is genuinely put to the test. Saving a customer becomes a matter of swift, compassionate and effective customer...
View ArticleAre you being shamed into Social Media?
The Social Web often reminds me of an unruly schoolyard, filled with brand attention bullies complaining about every little problem they encounter with brands: "Company XY, my shuttle is late. Why do...
View ArticleTwitter is a symptom. Not a solution.
Unless you live under a rock, you're aware of the myriad of companies using Twitter as one of their customer service channels. @comcastcares, @SouthwestAir, @RichardatDell, @twelpforce - the list is...
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Branson Puts Texans in Virgin Territory
Initially, service will only be provided to San Francisco (SFO) and LAX from DFW. However, I’ll be shocked if Virgin doesn’t expand in the near future because of how different their approach to air...
View ArticleQuestion Nothing: 3 Examples of How to be Average
Yep, you read that right. Don’t question a thing. I’m about to tell you that what you’re doing, what you think is so great, is only average. So, sit back in your big leather chair, gaze out your corner...
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The Social Buyer Engagement Index
Image by Ross Mayfield via Flickr In my recent article, The Ascent of the Social Buyer, I made mention that social buyers today were exhibiting an internalized Social Engagement Index. The mention of...
View Article4 Ways Social Media Has Changed Customer Service Forever
Social media provides great opportunities for brands to connect marketing messages with its key audiences. That, combined with continually more sophisticated advertising on social media platforms, has...
View ArticleTis the Season for Bolstering Your Social Media Customer Service
The other night I was watching Miracle on 34th Street, the unfortunate color version, and it got me to thinking. No, not about my blog post from last year (shameless plug for interested readers) but...
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Facebook as a Customer Service Support Tool
Facebook Page as a Customer Service Support Tool Social Media use by persons of all ages continues to grow. Facebook is the most used social media tool by people across the world. Social Media is not...
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Never Say You're Sorry In Social
In this latest era of social media, many brand presences have either been originating from, or spanning to include the customer service department. On the surface, it makes sense: this is the...
View ArticleRecover From Your Own Butt Fumble on Social Media
Hi, my name is Tara and I’m a New York Jets fan. As I write this, I’m imagining you saying ‘Hi’ back. To borrow from AA, admitting your faults is the first step toward recovery. This is true unless, of...
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Elevating the Customer Experience Through Email and Social Channels
While 92% of annual customer service interactions are phone-based, more and more customers are choosing to contact customer service over e-mail and social media channels. With over 3.9 billion active...
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How Customer Education is Vital to Your Marketing Strategy
Marketers have enjoyed a long love affair with lingo and inside speak. It's easy to throw around terms like PPC in meetings and assume, typically correctly, most in the meeting will understand. But...
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3 Spectacular Ways to Create Customer Service Disasters
Life can be full of disappointment. As humans, we disappoint each other all the time! We let people down when we skip someone's big event, or when we do show up at an intimate dinner party without an...
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