Small Business

Caring for Current Customers: Rocket Science or Common Sense?

Caring for Current Customers: Rocket Science or Common Sense?
By May 20, 2013 Small Business

If customer service isn’t rocket science – and it really isn’t – why do so many companies get it wrong?

Common sense goes a long way.

We all know it costs more to attract a new customer than to retain one. We’ve heard ad infinitum how social media has made it so much easier for a disgruntled customer to spread the (ill) word. And we recognize as well that the message about social media’s reach doesn’t sink in.

Too often, common sense is missing in action, because of the rule book, fear of a precedent, or just plain, well, ignorance. In retail in particular, empowering front-line employees to use their brains is all that is often all that is needed to resolve sticky situations. Read more ›

Is Your Company Socialized?

Is Your Company Socialized?
By May 6, 2013 Small Business

Many companies are still trying to determine the return on investment (ROI) for Social Media activities.  Other companies have embraced it and are even providing customer service with Twitter and Facebook and other social media sites. In my opinion, this service and support engagement on social channels is the next frontier for addressing the needs of your community of raving fans, loyal customers, and disgruntled grumblers — as well as a great place for the occasional promotion. Read more ›

The Incredible IBM Atomic Movie: A Boy and His Atom!

By May 4, 2013 Small Business

For your Saturday viewing pleasure — this incredible “atomic” movie by IBM. How did they do it? Here’s how. Read more ›

Please Don’t Blurt!: Social Media Marketing Playbook for Small Businesses

Please Don’t Blurt!: Social Media Marketing Playbook for Small Businesses
By January 15, 2013 Small Business

If you run a small business, you may have accounts on Twitter, Facebook, LinkedIn, and other social networks. If you haven’t, you’ve probably been told many times that you should have.

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