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Social Media and the Contact Center for Dummies (Wiley)
One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as...
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Location is important for your Contact Center too!
Location Based Services (LBS) are becoming all the rage now. Start up companies like Foursquare which is a web based check in service where you can declare your location to your friends, and even...
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Social Customer Support: AT&T is doing it Right!
I have been an avid iPhone user almost since the day it came out. I just had to have one and it killed me that it took a week to get one when it first hit the market. I love everything about the iPhone...
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Social Media for the Boardroom
At a recent BlogWell event I got a chance to hear Robert Raines from Chevron present his Social Media program and how he reports their activity into the Boardroom. It all starts with the Pulse Report...
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Brand Advocates vs Brand Adversaries – it’s a Very Thin Line!
Everyday I provide support on the social web to customers. For the last 18 months we have solved hundreds of issues both small and large for customers around the globe, some as quickly as 15min others...
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FOUND the ROI of Social Media for B2B Marketers!
I think it is fair to say that Social Media has hit the mainstream these days but the big concern on every B2B Marketers mind has been where is the ROI? As a result I hear of many Social “science...
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What a Trifecta of a Year!
Last year I wrote about how some weeks are hard to top and how lucky I was to have launched my first book – Facebook Marketing for Dummies (Wiley) with my co-author Rich Krueger, and I was nominated...
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10 Best Posts of 2010
Far and away one of the best blog posts I wrote this year was on the new 4′c of B2B Marketing – it was read over 15,000 times and 3X more popular than the next most read blog post of the year. This...
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Monitoring vs Analytics [Infographic]
After two years at the helm of Avaya’s social media strategy which produced a very strong ROI in the Social Customer Support area, I am happy to say we finally got that strategy institutionalized...
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Social Media – the Next Frontier!
Many organizations these days are spending time and money to listen to the conversations that are happening about their brand, which is a basic essential for any brand. It’s good to be able to see...
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