LinkedIn Search Optimization (LSO) Critical for B2B Marketers

Search engine optimization (SEO) is the process of improving the volume or quality of traffic to a web site from search engines via natural search results. This gave birth to a whole industry centered on optimizing search results for a given term. For B2C or B2B Marketers this was a huge revolution.

But for […]

2010 – Welcome to the Age of Customer Service

At the end of the last decade we saw Amazon snap up Zappos for $928 Million. Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there.

Social media has forever changed the balance of nature in favor of […]

Fire your Director of Social Media!

At a recent ANA conference I was interviewing Brian Wallace VP of Digital Marketing and Media for RIM when I heard him say “2 years from now- if I still have a Director of Social Media – I should be fired!” and after thinking about that I can’t help but agree with him.

The theory […]

10 BtoB Marketers Predictions for 2010

Around this time last year I wrote about some Predictions for 2009 and while I would say 8 out of 10 have already materialized and the other 2 are on their way, it has become clear that this year was the year we past the point of no return on Social Media. Recession or not […]

Social CMO – Will CMO’s miss this opportunity?

CMO’s have one of the most unique opportunities in front of them that they have ever had and I wonder if they will be able to capitalize on it. Naturally some will and some won’t but those that do have a shot a re-writing the charter for ALL CMO’s going forward.

Let me explain …

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What to look for in a Social Media Marketer?

Now that we are beginning to feel the relief of the economic uncertainty that has been hanging around us for the past few months, I am beginning to hear a lot about the invention of some new roles inside organizations looking to get “social media”.

Typically this means hire someone who knows our “space” really […]

5 Tricks to B2B Marketing Socially

Whenever I ask members of sales team from around the globe what they need – the answer never changes – more case studies. Its not to say that we don’t respond but for whatever reason it takes a village to get a single case study done.

The reason the sales team loves case studies is […]

The Tipping Point and your Contact Center

Back in the year 2000, Malcolm Gladwell published his landmark book called The Tipping Point. And little did he know 9 years later he would have set the stage for how many Contact Centers handle Social Media?

Let me explain …

Many of the most Socially advanced Contact Centers today are using tools to listen […]

Use Social Media to spot issues before they hit the Contact Center!

Firey laptop batteries, defective chips, tainted foods, toothpaste that stains teeth – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by Social Media.

When you have an issue these days – what’s the first place you go for more information? That’s right […]

Why Social Strategies are Difficult for Agencies to execute?

Many agencies today are offering Social Media services (if they aren’t they need to). But for many of them it is often hard to architect the strategy since so much of the knowledge of ‘who to go to’ for ‘what type of Social Media conversation’ is very internal knowledge.

A good Social Media strategy starts […]