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…
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…
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…
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…