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 cus...
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2010 – Welcome to the Age of Customer Service
While brands still try hard to "crack the Social Media code," most seem to understand consumers no longer find the prospect of being friends with a brand more engaging than the single click it took to...
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Just because I buy a product does not mean I want have a relationship with it
If you’re “on Twitter”, no doubt you’ve noticed different Tweeple running polls from time to time. We ran our first poll on Twitter over 3 years ago which resulted in the post, “Guide to Twitter a...
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Benefits of Running Polls on Twitter
Don’t fear the wrath of anyone. If you are a big enough personal brand to attract a substantial number of friends and followers, someone will hate you. Welcome animosity as a badge of recognition. I...
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Ten Commandments of Personal Branding – #8: Don’t Fear Being Hated
We were gathered at our bi-monthly Boys' Lunch at Michael's last month when one of "the boys," a very senior media-minded communications executive, looked at me incredulously when I said I actually re...
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Social Media... You Are What You Read
I'm always reading about employees being fired for stuff they say online or how you have to watch what you say if you want to keep your job or find a new one. But until today I'd never realized that i...
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The Other Side of Social Media Policies--Employee's Rights
Crowdsourcing is very trendy these days and is touted as the answer to many of the ills of poor design and the need to reduce costs. In these cash strapped days any way to make innovation better-ch...
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5 reasons crowdsourcing is stupid