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 [...]
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 [...]
70% of Companies Ignore Customer Complaints on Twitter
Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the exact same way….with the quiet of contempt. New research from Maritz and Evolve24 of 1,298 Twitter complainants found that only 29% of those tweet gripes were replied to by the companies in question. This is [...]
Is Technology Ruining Online Community
Online community and our lust for it is at its apex. Companies of every size and description are pondering ways to engage with customers, and interact with their fans. But the big miss in many cases is social media staffing. It’s difficult to recall the age of not-so-long-ago when we didn’t even have websites, much [...]
The 3 Building Blocks of Social Business Evolution
Guest post by Michael Brito, Vice President at Edelman Digital. He writes the Britopian blog, and wrote the new social business book, Smart Business, Social Business: A Playbook for Social Media in Your Organization (available July 26) Building a business is easy. Start with an idea. Find a wicked developer who is willing to work [...]
The Fallacy of Round the Clock Social Media
Guest post by Chris Hall an interactive content specialist at Off Madison Ave who specializes in writing for humans, not robots. It’s 11PM and the world around you is getting ready for bed. As a mobile obsessive, you instinctually check your Facebook, Twitter and all the rest of your social media accounts while you brush [...]
6 Ways to Show You Give a Damn in a Job Interview
Guest post by Elizabeth Sosnow, Managing Director of BlissPR, a New York City based public relations firm. She develops and supervises strategic communications programs for major companies in professional and financial services, with a particular emphasis on the legal, consulting and insurance industries. He was an intelligent, well qualified senior candidate. Over the course of [...]
Speak No Evil – Why Trust Isn’t a 4 Letter Word in Social Media
Now is the summer of our discontent. It was the best of times, it was the worst of times. For social media, one hand giveth (instant spread of the Bin Laden news) while the other hand taketh away (seemingly daily stories about a company or person doing it “wrong”). The most egregious occurrence of late [...]
Debating the Future of Social Media Management
Join Mark W. Schaefer (whose {GROW} blog is a must-read) and me for a fireside chat about social media centralization vs. decentralization. While Mark and I agree about nearly everything, we have a difference of opinion on one particular topic: social media management and the role that social media will play within organizations. I contend [...]
The 5 Dangerous Realities of Social Media for Business
The 5 Dangerous Realities of Social Media View more presentations from Jay Baer (summary of my keynote at Get Social PRSSA) The Crossroads: Social or Media? As social networking has soared to become the largest voluntary behavior this side of teeth brushing, the money guys have shown up on the scene – right on [...]
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