Will Your Brand Be Destroyed by Social Media?

It is easier than ever for brands to be created or destroyed by social media. To demonstrate this quickly, I picked a brand at random and used Twitter’s new search tools to find out what people were saying about it. Because I know that pharmaceutical companies are generally behind in their use of social media […]

The Broken Brand Promise: Progressive

Dear Progressive: Saul Bellow wrote a novel, Herzog, in which the hero occupied his time writing angry letters to public figures. I really don’t have time to do that, but the customer experience I just had has provoked my literary spirit. It’s restless, so here goes: I am your auto insurance customer. I love you because you are always helpful, sympathetic, professional, […]

Social Business: Are You Already Late?

We’ve reached the point where social media is, in the words of Altimeter analyst Brian Solis, “bigger than marketing. It’s also bigger than customer service. [It builds] relationships with customers that improve experiences and more importantly, teaches businesses how to re-imagine products and internal processes to better adapt to potential crises and seize new opportunities.” That’s what […]


Looking to explore social media in 2012 but don't know where to start?

So you’ve made the resolution that in 2012 you are finally going to “get into” social media and use it to build a brand for yourself or your business. You’re not a geek, and you’re not with a big corporation that already has a social media team or a fairly savvy marketing department. For you, time is […]

The Altered State of the Social Media Guru

What’s the next  professional step for social media “gurus”? For the past five years, social media gurus have been teaching the uninitiated how to create Facebook campaigns, tweet, leverage LinkedIn, and up their follower counts. More recently, that teaching has shifted from quantity (how many Twitter followers can I attract) to quality (how many of those are real […]

Declaratory Media Vs. Participatory Media

The highest and best uses of social media are not for business.  They are intensely personal.  This is never more clear than during moments of tragedy.  A few days ago, I awoke from a nap to find a breaking news banner across the lower third of my TV screen, and a troubled anchor saying Apple […]

How small business can best leverage social media

I’m so often asked “what’s the best way for a small business to get ROI from social media?” with its related caveat, “for no money,”  that I have been forced to think about this in earnest. I never have the simple answer everyone appears to be looking for. And that’s because there is no single […]