Clik here to view.
Customer Service is Dead. Long Live Customer Service!
An unsavory customer experience today has prompted me to think of customer service. Here is what happened. I am totally swamped, and didn’t have time to run down to the neighborhood deli to grab a...
View ArticleClik here to view.
In Twitter We Trust
I had been thinking about trust over the past couple of weeks, for a variety of reasons. Naturally, my mind started to wander towards social media and online interactions, and how they relate to issues...
View ArticleClik here to view.
A more powerful and precise firehose
It’s no secret that we are overloaded with information. Social platforms like Twitter and Facebook (especially with the new Facebook “wanna-be Twitter” home screen) remind me of a fire-hose. A very...
View ArticleClik here to view.
Outbound Community Building: How Do You Know Where To Be?
The job description of a community manager has evolved, and the jury is still out on the “official” description. Some companies consider community management closer to moderation, the more traditional...
View Article
