I was checking out a Jeffrey Gitomer presentation recently and stumbled on to what is perhaps my new favorite quote to describe the customer and company relationship. “Would you want your spouse to be satisfied or loyal?” The same applies to your customers. Sure it’s
I remember when the “social media manager” role first started cropping up years ago but boy has the role changed and evolved overtime. In fact I think it has changed so much that the title no longer describes the actual function that the “social media
I’m very excited to announce that for the first time Blog World Expo (the world’s largest social media conference) is going to be introducing Social CRM into their agenda mix and I was fortunate enough to be asked to lead that session. I’m also very
No doubt privacy has been quite a controversial and popular topic as of late, especially when it comes to Facebook. The common thread that we hear about is that people want to own their information and control it. We don’t want advertisers to take our
I have some exciting news. I’m now an official contributor to both CMSWire and Search Engine Watch! I’ve been writing for both of these sites for a few weeks now but I’m finally ready to officially announce it. If you’re not familiar with these two publications here’s
Before you say anything let me first put some context around why I’m asking this question. On Friday I’m going to be speaking at the Social Email Marketing conference in San Francisco. Almost all of the sessions are going to be focused on email, and
If you’ve been reading this blog a while (thank you if you have, if not…welcome!) you know that I’ve spent a lot of time talking about topics such as social media, social crm, enterprise 2.0, etc. But every now and then I like to throw
I’ve been a fan of blueKiwi for a little while now. For those of you not familiar blueKiwi, they are a social business software company which allows customers, partners, and employees to effectively collaborate with one another. I believe they have a very interesting vision
I’ve been reading Dan Pink’s book, “Drive,” and while I’m only 50 or so pages in, I can say that so far it’s a pretty interesting read. One particular area of the book mentions the difference between algorithmic vs heuristic ways of getting things done.
In my presentations I oftentimes reference a quote from Gartner which says the following: “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing
