Social Business, Social Media Staffing and Operations

Permission is the Enemy of Speed

speed wins

This week I’ve been writing about speed and response expectations for business on the social Web. Ultimately, speed wins. The companies that engage customers on Twitter and Facebook within minutes are making a none-too-subtle statement about their embrace of the social telephone and the primacy of the customer. In comparison, slow response or no response […]

Social Media Strategy, Social CRM

Why Social Media Has Ruined Your Advantage

clock head

Yesterday, I wrote about real-time information and the death of news cycles. This of course creates considerable challenges for business, which typically is not yet architected for real-time communication (at least not in public). Speed matters. Requiring someone to pull off to the side in your drive-thru lane like a vehicular leper because you didn’t […]

Social Media Strategy, Social CRM

We Know Faster, But Do We Know More?

We eat weird. This was the conclusion of a USA Today article last week that documented how rarely Americans eat a full meal at traditional regular breakfast, lunch, dinner time windows. In fact, just 5% of Americans eat three square meals a day. Evidently, whether it’s food or fact, calories or content, our consumption patterns […]

Social Media Tools

10 Social Media Pros Pick Their Favorite iPad Case


Given the extraordinary buffet of technology and tech-related options and alternatives available to us, it fascinates me to learn what people I know and trust use on a day-to-day basis. In this, the debut edition of What The Pros Use, I polled a group of social business and content geniuses to determine what they use […]

Community Management, Digital Marketing, Social Business, Search Marketing Advice, Social Media Monitoring, Social Media Staffing and Operations

Use SEO to Improve Your Social Media Listening


Listen! It’s the first commandment of every social media program. Pay attention. Find out who is talking about you, in what capacity, and where. It makes sense. You can’t use social media as the new telephone unless you know how to get a dial tone first. But almost every company I come across could and […]

Guest Posts, Social Media Case Studies

It’s About Response, Not Engagement


Guest post by Jeff Molander, Author of the new book, Off the Hook Marketing: How to Make Social Media Sell for You and adjunct professor, Loyola University Business School. He blogs at We’re all listening, engaging, sharing, posting, updating. But with what business outcome in mind? When we say engagement, might we really mean […]