Sure, the instantaneous nature of the social Web can create business crises faster than you can say “Tiger Blood” and “Kenneth Cole is an Oaf”. But, that rapidity also creates unprecedented opportunities for marketers with their antenna up, scanning the real-time horizon for a chance to make a difference. George Jordan, the General Manager at [...]
The 5 Reasons Most Companies Aren’t Measuring Social Media
We hate math. Our abhorrence for calculation enables us to mutually agree on statistically dubious metrics with nary a shrug or arched eyebrow. Consider Nielsen ratings, which are used to determine the popularity of all TV shows and, consequently, how the dozens of billions of dollars in TV advertising is apportioned. Nielsen ratings have a [...]
3 Ways to Tell a Social Media Problem From a Crisis
What constitutes a crisis? Discovering that someone has left a review saying they saw a mouse at your restaurant is certainly disconcerting. But is it a crisis? No. The social media monitors in your organization need to have a mutual understanding of what is a real crisis and what the subsequent escalation procedures are. Merriam-Webster [...]
75 Winners of The NOW Revolution Blogger Promotion
After making a list, and checking it twice we’re delighted to announce the 75 winners of The NOW Revolution blogger promotion. These kind folks will each receive 2 copies of the book, and will write and post a (honest) review on their blog. Then, they’ll give away the second book to one of their readers [...]
6 Parts of Your Company That Should be Listening to Social Conversations
“Once upon a time, customer contact was centralized around the switchboard, and the phone was the preferred method for communication between companies and customers. When it rang, you answered, because it was likely a customer or a potential customer on the other end of the line. Now, the calls are coming through online, via the [...]
Pre-buy the Book and be One of 10 Lucky Winners
Our new book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter, and More Social debuts February 1 (a few days later in stores). We want to make sure we get as many copies sold in advance as possible, as it helps convince the physical bookstores to order and promote the book. Plus, [...]
3 Key Roles to Make Your Social Team Scalable
One of the continuous discussions and questions surfacing in the social media chatterbox is that of “who owns social media?” Is it marketing? Public relations (PR)? Customer service? The answer is . . . yes. For the long-term, anyway. You’re not likely at the point yet where you have social media wired into everything. Right [...]
Bloggers Get Two Free Copies of The NOW Revolution
We can’t believe The NOW Revolution is almost here. Less than a month until it debuts, and we couldn’t be more excited. The hardest part is wondering whether all of you will like it as much as we liked it when we wrote it. So, let’s find out. If you have a blog (and not [...]
The 5 Critical Social Media Skills You Need to Disperse
Your customers, prospects, and the people looking for you online don’t care about your company structure. If they find you on Twitter, or leave a comment on your blog, they’re looking for a response from anyone who can help, regardless of what department that person represents or what someone’s official job title is. Everybody in [...]
5 Attributes of a Healthy, Real-Time Culture
The future of business is not in measured, scrutinized answers or carefully planned initiatives. Business will soon be about near-instantaneous response; about making the best decisions you can with the extremely limited information you have; about every customer being a reporter, and every reporter being a customer; about winning and losing customers in real time, [...]
