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There’s a popular saying that marketers have ruined social media. As a marketer, I agree and disagree. Yes, crappy marketing by brands, or crappy marketers in general, ruin social media. Yet that’s been true of any crappy marketing, and it’s not restricted to social media. Let’s face it, crappy anything ruins something. A crappy experience with aRead more

When you think about how to build a community in the healthcare industry, and reduce the divide between medical and social circles, healthcare is the obvious connector. Social engagement happens in medical circles of health care providers, researchers, and patients just as medical talks also happen in social circles. This interplay happens because healthcare affectsRead more

The bad news for Facebook just doesn’t seem to quit surfacing. We had Cambridge Analytica’s data scandal in 2018 that revealed it had harvested the personal data of millions of people’s Facebook profiles without their consent and then used it for political advertising purposes. Despite reports of this happening since 2015, Facebook refused to publiclyRead more

Hootsuite, the most widely used social media management platform, has declared that the “age of experience” is over, and we’re now entering the “age of the individual.” As a result, there will be multiple shifts in social that will redefine customer experience. But what does this mean for the business, or the customer?  For starters,Read more

As customer service increasingly moves on to social media, it is now more important than ever to have a good strategy if you want to offer great experiences. Starting with a good strategy can be the difference between generating an army of loyal customers and a horde of trolls. Here’s what I’ve learned from aRead more

Social media continues to allow more businesses to tell their story, drive awareness, generate sales, acquire customers, and foster customer loyalty. But while customer acquisition may be THE goal, social media is equally key at converting those customers into your influencers and brand advocates. The customer experience that social media delivers is not in theRead more

When customers buy from you, they want it to be an enjoyable experience that’s well-worth their valuable time. That’s in addition to buying a great product or service, of course. Customer experience goes beyond standard, expected customer service. It means intuitively guiding customers through the buyer’s journey in a way that caters to their interests,Read more

We love our smart phones. For the vast majority of us, checking our phones for emails, text messages, news, and social media updates has become instinctual. Waiting in line for coffee…check the Weather Network app. At a red light…text your spouse. In a meeting…check email. At the airport…play online poker. At lunch…take and post anRead more