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 […]

Social Media will Disrupt every Function in your Company

We are at an interesting inflection point with Social Media today. One that threatens to disrupt and reinvent every function in your company over the next few years.

Social Media already has changed Marketing forever. You can’t attend a conference or read a blog post without hearing about the latest in this field. Marketing is […]

Seven Ways To Make Money On Facebook

While Facebook has recently surpassed 300 Million members, marketers are just starting to embrace the social network as a place to do business.

For savvy Facebook marketers, there are tremendous untapped opportunities to making money. From Marketplace sales to application entrepreneurs to direct marketers, Facebook is opening up entirely new business channels for customer interaction. […]

The 1-9-90 rule won’t work for Internal Collaboration

Ok, so you decide to implement an internal microblogging platform like Yammer or Socialcast, or even an internal Wiki platform like SocialText or Confluence.

You go crazy making your business case based on the idea that people will be so much more productive. You sweat the long nights and the hard work that it takes […]

Social Product Innovation: 2 Ways

There are 2 ways in which you can use social media to innovate when it comes to developing new products.

1) Product led innovations – here companies like Dell and Salesforce have led the charge in using tools to help them prioritize new product features with IdeaStorm and IdeaExchange (respectfully). These are great for engaging […]

Challenges in Everyone in Your Company being Social

In the last post called Just 4 People doing Social Media? we discussed how social media like email will eventually be in the hands of everyone in your organization. I even put a date on it Jan 1 2012.

But there are challenges to this happening that were not apparent when email rolled out across […]

Just 4 People doing Social Media?

Imagine it is New Years Eve 2011, just 2 short years from now and you are having a conversation with a buddy from work and you are remembering the days when your firm only had 4 people actively engaged in Social Media. Its now 2011 and everyone in your company has access to and the […]

Using Social Media to Deepen Customer Relations

An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding!

I recently saw figures from Josh Bernoff of Forrester […]

Twitter does not have an Out of Office feature

So at a recent Social Media event we got to talking about the Motrin social media scandal. One of the threads that jumped out at me was the part about the mommies who responded happen to really speak out late on a Friday night. And by Sunday, Motrin has responded and removed the ads that […]