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

Connecting the Social Web and Your Business

Nov 17, 2010 - Tapping into the social Web and connecting the source points of traffic with specific offers is the next wave you want to be riding. Comments

The Next Generation of Business Engagement

Oct 27, 2010 - What can you do in social media that you cannot do in other media? That's the new challenge. Comments

Social Media: Share the Love

Oct 6, 2010 - Why you should expand your view of social media to include your customers, employees, and business partners. Comments

Listening Is a Skill Well Learned

Sep 15, 2010 - Four personal examples of companies that listened to their customers and ones that didn't – and how that affected the relationship. Comments

Social Media Is Not Free: Here's Why

Aug 25, 2010 - Twitter, Facebook, and Foursquare are free. TweetDeck is (still) free. So, social media is free, right? Wrong. Comments

Small Business Gets Social

Aug 4, 2010 - Some small companies that are proving they can hold their own in the social media marketing world. Comments

Social Objects and CPG Marketing

Jul 14, 2010 - Place the interests of your customers and stakeholders at the center of the conversation. Comments

Can Social Media Lead Sustainability?

Jun 23, 2010 - Social media can help consumers do more with less. Is your brand prepared? Comments

Got Policy?

Jun 2, 2010 - Social media, used by your employees outside of the office, potentially affects your business. Here are factors to consider when adopting a social computing policy. Comments

Social Media for Business (to Business)

May 12, 2010 - B2B companies are using social technologies in innovative and business-building ways. Consider these examples. Comments

Social Media Analytics Powers the Whole Organization

Apr 21, 2010 - What is blooming in social Web analytics? A look at the SAS Global Forum brings some insight. Comments

Social Media: Your Customer Wants You!

Mar 31, 2010 - Your job as a marketer extends across the entire organization. Consider these examples. Comments

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