When Good Customers Turn Against You

Feb 1, 2012 - How to avoid "morale costs." Comments

Customer (Dis)Service and the New Marketing

Jan 11, 2012 - Are you preparing your social customer care team for their future role as brand advocates? Comments

Getting Social Right

Dec 21, 2011 - Imagine a world where real-time, relevant posts were answered promptly. What kind of world would that be? Comments

The Case for Dropping 'Social'

Nov 30, 2011 - In marketing, your ability to interrupt has been replaced by your opportunity to participate. Comments

Social Media Marketing and Consumer Retail: It's About More Than Ads

Nov 9, 2011 - Look at the commitment that Walmart is making. Comments

Social Media for HR: Building Talent Communities

Oct 19, 2011 - How to create the opportunity for high-value job candidates to raise their hands and request more information based on conversational exposure. Comments

Mobile Social: The Importance of Being There

Sep 28, 2011 - As you consider mobile social, look at these three types of activities to tap a powerful combination for marketing. Comments

What 2 Billion Smartphones Mean for Customer Service

Sep 7, 2011 - Businesses must serve some - but not all - customers in social channels. Comments

Customer Service Excellence Drives Marketing Results

Aug 17, 2011 - Four real-life examples of how specific actions in customer care can drive customer loyalty and preference higher. Comments

Social Media Beyond Marketing

Jul 27, 2011 - Redefining social as a way of life, and what this means for your business. Comments

Move Beyond Listening and Build an Engagement Platform

Jul 6, 2011 - Listening to your customers is the easy part. You'll need to take these next steps to connect with them. Comments

Making the Case for Real ROI in Social Marketing

Jun 15, 2011 - Using "engagement" to calculate ROI is like using an oven mitt to take the temperature. Consider these alternative approaches. Comments

Customer Service Needs Brand Training Too

May 25, 2011 - Symantec's customer care team provides solid support, but misses an opportunity to fulfill a brand promise. Comments

Your Social Media Road Map: 3 Steps to Success

May 4, 2011 - How to develop a social technology plan that serves customers and your business. Comments

Tuning Your Content: Social Media for Content Publishers

Apr 27, 2011 - As you continue to build, refine, and optimize your content streams, you need to tune your content publishing as well as your content presentation. Comments

Social Media Marketing: Build Your Chops

Apr 13, 2011 - How do you stay current in social media and develop the skills you know you need and keep them up-to-date? Comments

Social CRM: Customer Service for the Next Generation

Mar 23, 2011 - Taking lessons from SXSW further by continuing to explore customer service and the impact of satisfaction metrics versus productivity metrics. Comments

Brands That Listen

Feb 9, 2011 - What can you learn if you listen to your customers? Consider these examples. Comments

Social Media, Business, and the Exchange of Value

Jan 19, 2011 - The social Web has become the backbone of the value exchange, driving recovering segments of the market. Comments

Social Business - 3 Themes and 1 Item for Your To-Do List

Dec 29, 2010 - A look back and a look ahead on social marketing trends affecting business. Comments

The Semantic Web: Not a Moment Too Soon

Dec 8, 2010 - The social Web is under attack – by disturbing marketing practices. Comments

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