The changing face of Marketing
As the social web evolves and we collectively turn off our ears to unidirectional ads and messaging, the face of marketing continues to evolve. Prospects continually seek to find and pull valuable information and content without wanting to give up much in exchange. How do marketer's respond? The … Read More»
Three New Required Roles for your company: (#3) Media Mogul
Longer ago than I'd like to mention, I started a series called "Three New Required Roles for your company". As the business landscape changes, shifts in business models and design require new roles and adjustments to traditional thinking. New opportunities emerge, and businesses who understand the … Read More»
Three New Required Roles for your company: (#2) Social Anthropologist
In the first post of this series, we talked about listening for what people are saying about you, your brand, your market, your products and services, or market needs that your organization has an answer for. I intentionally didn't dig into all the things you can do with that data - some are passive … Read More»
The 5 Stages of Customer Acquisition for the Social Business (Part 3)
This is the third and final of a three part post. We've been talking about the AIPEE Pyramid over the past couple of weeks. I haven't embedded the full image of the AIPEE Pyramid on this post, but if you'd like to take another look, you can click here to have it open in a new window, or review Post … Read More»
The 5 Stages of Customer Acquisition for the Social Business (Part I)
This is the first of a Three Part Post. "The purpose of a business is to create and keep customers." -- Theodore Levitt So then, the next logical question is how do we create customers? And once we get them, how can we keep them? While keeping them engaged and developing them into advocates is … Read More»
Traditional CRM vs Social CRM: Expanded
Brent Leary, widely recognized expert on Social CRM, does a great job of summarizing the difference between Traditional CRM and Social CRM in the Inc. magazine Article below. I've added some of my additional thoughts. Traditional CRM vs. Social CRM By Brent Leary Traditional customer relationship … Read More»
Orange County Customer Experience Awards: Part 1
Over the course of the past couple weeks, I have been impressed by some local firms providing an exceptional customer experience. I'd like to highlight some of them over the next few weeks, and have thus begun the Orange County Customer Experience Awards. By the way, if you've recently had a great … Read More»
A primer on Social Media: Listen, Build, Engage, Share
If you are just familiarizing yourself with social media and how to leverage it in your organization, Becky Carroll on the 1to1 media blog does a nice job of summarizing the benefits of Social Media, and how companies can leverage tools like Facebook, Twitter, and LinkedIn. She does a nice job of … Read More»
Six (wait, Seven) Questions Every Company Should be asking themselves now related to Social Media
Guido Oswald, in his blog post, Are Facebook and Twitter just new channels? makes the assertion that Facebook and Twitter might revolutionize CRM as we know it. I would argue that Social Networks are primarily another lead generation source, and is rapidly becoming THE MEDIUM by which customers … Read More»
Just 100 Days away from Customer Lifecycle Management | Graham Hill, Customers & More
Graham Hill presents a great framework for rolling out a Customer Lifecycle Management initiative. In the sea of opportunity and moving parts, the ability to execute the delivery of a focused project plan is key if you are to realize the unlocked potential that exists within your existing and future … Read More»