Social Media

The term “engaged audience” is may be misleading, particularly by those focusing primarily on digital marketing. Taken at face value, the term implies that a subset of a brand’s total audience – those who buy or operate the products and the people otherwise connected to the general concerns of the brand – is in a state of mental or physical activity with the brand. They’re thinking, asking, writing, wearing, tweeting, buying, telling, right? “Engaged audience” implies subset members...

In life and business, there are some measuring sticks that matter. Are you giving love and praise unconditionally? Are you generously sharing the bounty of your talents so that others might learn and grow? Are you holding fast to the promises your brand makes to its customers? Are you committed to doing more, even when no one is looking, even when no one specifically asked? Such things will be the measurement of our lives. They'll determine the course of our businesses. As Danny Brown...

I've been fortunate to receive a few books to review, and I'd like to share some quick thoughts about two of them.  My gratitude goes to the authors and publishers who so kindly shared the books and asked nothing in return (only to be rewarded with a slow-as-molasses review). Being an avid reader, I was excited for the opportunity to learn from the authors. Being an avid reader, I have a truck-sized load of books on hand every day. Or so the nice librarian reminds me during her frequent voice mails. Today...

Channel management (of the communication variety, not the sales/transaction sort) is becoming increasingly difficult for businesses. As consumers adopt new tools (and as tools mature and become more advanced), their expectations of brands grow. We want our MTV, and we want it via RSS, SMS, QR code, through Twitter, and, well, you get the picture. What needs to happen is a crossing of communication streams (a la Ghostbusters) to produce a more powerful solution, one that informs customer service...

Brand bibles, FAQs, and troubleshooting guides can provide general outlines of Do's and Don'ts, policies and common steps to issue resolution. As helpful as these resources may be to a social media specialist (or customer service rep), they can't replace personal experience and direct exposure to an assigned product or service.  A more dimensional and holistic training approach is critical to help front line staff make smart, informed, and controlled choices. Several high-profile brands gained...

Listen up.   Grab your AmEx and head on over to Amazon.  You’re about to buy a book. That is, unless you win a free book (and I have one to offer some lucky duck). But you’ll probably want multiple copies, so you still need that shiny green card. Share the knowledge wealth. Once you dive into Jay and Amber’s book, you’ll be flooded with warmth.  The clouds will part, and someone, somewhere will sing.  You may even be bathed in golden light if you’re sitting near a south-facing...

Customer satisfaction is a crucial element to building enduring customer relationships.  A brand image may be a composite of many things, but satisfaction is the glue that binds them all together. Over on the Social Media Explorer blog I recently wrote about the role of social media in achieving customer satisfaction.  Part technical tool review, part examination of socially-enabled communications, the post took a look at Groubal ( the "complaint as a petition" platform) but begged a deeper...

Equal measures of confidence and self awareness can help those with drive achieve success.  The road isn't smooth; the map is even creased.  Knowing what you're capable of - willing to learn and work for - along with an honest grip on your strengths will help you resist those beguiling shortcuts.  People who take the easy route rarely get where they need to go, anyway. Mitch Joel wrote this line in a recent post on the Six Pixels of Separation blog: “You have to believe in yourself and what...

Need some thoughts on social media integration?  Yesterday Mark Smiciklas of Intersection Consulting published a post with an embeded video [see below] on Social Media Explorer.  The video addressed best practices for companies to follow as they look to integrate SocMed into their business.   A fellow contributing author on SME, I've enjoyed Mark's posts and deeply appreciate his visual thinking skills.  He has a talent for translating an idea or concept into a visual design that's simple to grasp....

I want to blow off some steam addressing community building common sense.  Nurturing relationships with members, customers, or merely interested parties isn't rocket science, yet it seems so hard for organizations large and small - even those within the "community" and "digital marketing" spaces! - to get right.  Maybe it's a case of the cobbler's shoes.  Maybe it's a case of arrogance or a lack of checks/balances of the "Are we living our promises?" category.  Whatever the reason, too many businesses...