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…
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…
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…
So You Want to be a Social Business
Over the past five years, sweeping changes have rocked both small business and multinational corporations on their heels. For most businesses everything has changed. If I'm not mistaken, Padmasree Warrior, CTO…
Deep Lessons About Shallow Conclusions
To my great chagrin, I find I am as guilty as anyone of drawing shallow conclusions about the role and value or social media in a marketing plan. I read this…
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…
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…
Some Processes Shouldn't Be Automated
I realized we had hit bottom on social media as a force for community when I read this on the web site of a startup: Tribber believes that smaller bloggers…
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…
You Can Find Anyone on Social Media, But Can you Get Their Attention?
Social media has not made it easier for either brands or businesses to get attention. It’s like going to SXSW and missing the two people you really needed to connect…