April 16, 2009
Is Twitter Revolutionizing CRM?
The toll-free number.
The email to tech support.
The Tweet?
March 24, 2009
The Customer Chasm. Are You Creating a Social Media Divide?
I understand that social media is the hot new kid in town, with hundreds of blog posts per day, emerging stars like Gary Vaynerchuk, and Webinars and conferences springing up like wildflowers after a Spring rain.
February 18, 2009
Are New Customers the Enemy of Success?
I'm sure you've heard the maxim that it costs a lot more to get a new customer than it does to retain an existing customer. It makes perfect sense, right? So why is it that we spend so much time and money in violation of that credo?
January 29, 2009
How Hard Are You Playing at Social Media?
Not long ago, my son (7) played in a hockey tournament in our small city of Flagstaff, Arizona. In the final game, our opponents from Phoenix were exceptionally upset by how the contest was being officiated. So much so that their coach stopped the game, got into a screaming match with the tournament organizer, and threatened to forfeit.
January 9, 2009
Who Wins the Struggle for Social Media Control?
How do we know social media is for real? Because the various marketing disciplines are locked in a critically important tug-of-war that will decide who owns it. This fight will be a central component of boardroom discussions, conference keynotes, and merger activity in 2009.
December 4, 2008
The 7 Must-Haves In Your Social Media Strategy
It's fantastic that interest in social media is so high, but I'm alarmed at the number of brands and agencies that are ready to jump into social media to take "advantage" of audience concentration in Facebook, Twitter, and other fast-growth outposts. What's lacking in most social media programs is an actual strategy. If you don't know precisely why you're in social media, with whom you want to engage, and how you're going to measure success, you're not ready to start.
November 18, 2008
Find Your ONE THING Before Launching In Social Media
The history of marketing has been an unending stream of "biggest sale ever," "now with extra raisins," and "easy financing available." The power of social media is that it allows consumers to peek behind the curtain of brands that have historically been stoic, pushy, and unresponsive.
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