Customer Experience

How to Hug Your Haters

How to Hug Your Haters - teaser

Who needs praise and positive reviews? I’ll take a hater any day. Every customer complaint gives your business an opportunity, and the rising trend of haters on social media may uncover more opportunities than you’d think. I recently partnered with Edison Research to survey more than 2,000 Americans to determine why and how people complain about […]

Social Media Strategy

How to Know if You’re Spread Too Thin in Social Media

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Amazing how far the pendulum has swung for corporate social media. In just three years, we’ve moved from skepticism and suspicion of social media as an activity worthy of support, to the present scenario with rampant social participation proliferation. The most endangered word in social media today is “no” as social media managers and governance […]

Social Media Tools, Facebook

Social Subscribe – Why Facebook Likes Do Matter


One of the questions causing a fair amount of debate around digital marketing circles revolves around whether or not Facebook page “Likes” carry any measurable business value. Early studies into the question focused on equating the value of a Like to dollars and cents, with some whitepapers making somewhat audacious claims about the monetary value […]

Social Pros 13 – Ryon Harms, Farmers Insurance

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This is Episode 13 of the Social Pros Podcast : Real People Doing Real Work in Social Media. This episode features Ryon Harms, the head of social media for Farmers Insurance. Read on for insights from Ryon, and our Social Media Stat of the Week (this week: 44% of Americans see tweets mentioned nearly every day, […]