Social Media is a Business: Social Media Presence Management
There has been a lot of discussion lately about automated posts to social media channels and how those activities somehow miss the “being human” point of social media. I have been evangelizing the use of social media for the humanization of brands and organizations for quite some time, but even I think there are times [...]
“We don’t need to respond.” “They’re just a troll.” “They’re not an influencer. They’re nobody.” “If we wait long enough, it will all die down eventually.” “Why don’t they call customer service like they are supposed to?” “We don’t monitor that channel regularly so sometimes we miss things.” Sound familiar? Have you or someone in [...]
I was asked to present a workshop on Social CRM for a Federated Press conference called “Reinventing Customer Service”. The premise: Where do social media and CRM intersect to create an enduring and profitable customer relationship? Businesses realize that social media is not a fad–it’s even bigger than we think. Those who fail to understand [...]
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