LEADING THOUGHTS Welcome back! Last week, we wrote about the importance of goal setting for your engagement strategy, as it relates to social media in this particular example. What you...
LEADING THOUGHTS In a recent post, we explored a parallel between social media and a giant cocktail party. To make that post more actionable for you, our readers, I want...
TRUSTED VOICES As we are right in the thick of the holiday season, you have certainly been to many holiday parties and professional networking events, and there are more to...
LEADING THOUGHTS In this post, I want to address benchmarking, without which metrics is meaningless. Benchmarking provides the context that you need in order to make metrics meaningful. Imagine you...
LEADING THOUGHTS Once upon a time (a year or so ago), I tweeted something, to which someone responded: "Hey, you should meet @alizasherman". I no longer remember the particulars of...
LEADING THOUGHTS Back in the day, businesses could afford to keep an arm's length from their customers. While just about every company waxed poetic about customer support and being customer-centric,...
LEADING THOUGHTS Twitter is a river. Think of the image that a river conjures up... It's babbling, full of life, effervescent. In some areas, it appears to move really fast,...
OUR STORY I had the distinct priviledge to get to know Jon Ferrara on Twitter through Social CRM conversations and the #scrm hashtag. He told me about the startup he...
LEADING THOUGHTS I had a customer experience last night that almost brought tears to my eyes and I wanted to personally share it with you. My son had a English class...