How closely are you paying attention to your customers on social media? Here’s a great case study on customer experience from arguably the king of customer experience design and execution: Virgin. The customer, Adam (@AdamPlaysYT), was riding Virgin Train in the UK when nature called. He took advantage of the facilities the train made available;Read more
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We’re all familiar with the 90-9-1 rule, which states that in any group of 100 people there is/are: – 1 member that is a super active communicator, actively engaging everyone else in the group – he/she becomes the thought leader – 9 who are somewhat active, engaging the rest of the group occasionally -90 whoRead more
The cost of a Super Bowl commercial, while remaining flat at a rate of $4 million in 2014, has increased by an average of 10% per year since the first Super Bowl was aired ($45,000 for 30 seconds), according to SportingCharts.com. Clearly, there’s no shortage of interest in this event by the public or advertisers.Read more
Well, I guess at this point, we can all agree that social media isn’t a fad. Don’t laugh; as recently as February of last year, this comment was still being uttered in my presence by some agency and brand executives. Call it digital marketing, social media marketing, social business or whatever the term du jourRead more
With more businesses embracing social media technologies and social networking, it’s inevitable that the question of ownership – and accountability – has become a more frequent topic at the boardroom table. Sales and marketing may have led most businesses into this digital space, but today, public relations, customer service, human resources, and even operations areRead more
SEE UPDATED 2019 VERSION HERE LinkedIn, YouTube, Facebook, Twitter, Instagram, Google+, and Pinterest. Search engine optimization, social media, mobile marketing, gamification, relationship marketing, influence marketing, and content marketing. Every year, as new technologies and social channels explode on to the market, new marketing trends and “best practices” are developed to take advantage of them. NewRead more
Marina Shifrin’s now famous “resignation letter” is the video danced to around the world. Well, by 16,596,578 people (and counting) anyway. Shifrin produced a YouTube video, titled “An Interpretive Dance For My Boss Set To Kanye West’s Gone,” which includes custom lyrics that express her reasons for quitting her job at Next Media Animation. HerRead more
Last night, during my weekly #bizforum debate on Twitter, I introduced an issue that’s been brewing for a while: The role of public relations (PR) in the future enterprise. The debate was passionate to say the least. I challenged the “dinosaurs, newspapers, and public relations” argument offered by many but on this night, public sentimentRead more
Over the last few weeks, stories about the changing role of employees within corporations have crossed my desk a number of times from a few different sources. I’m reading a great book by Cheryl Burgess and Mark Burgess called The Social Employee, which shares insights from some of the world’s biggest brands on the evolvingRead more
As a business professional, what is your most valuable asset: Your MBA, your years of experience or the awards on your shelf? Or maybe it’s the profit your business made last quarter or the last successful projected you delivered? Each of these is important and each is valuable, yet none are your most valuable asset.Read more