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  • It’s not about me

    It’s not about me

    Maybe you also have seen this TV commercial. After a service encounter, an attractive executive faces the camera, smiles and says, "It's all about me." If someone said this type of comment to you, what would you think? If everyone had this type of attitude, we wouldn't have volunteers, mentors, [More]

  • Your Daily Social Media Routine

    Your Daily Social Media Routine

    How do you spend the first 20 minutes at the office each day? If you were in the 1970's, you would spend the time reading the newspaper, then organizing your inbox (the box on your desk), and finally looking at your calendar before "starting" your day. In the 1980's, you [More]

  • Three Marketing Models

    Three Marketing Models

    Frameworks and models are a great way to unpack a challenge, and often provide clues as to how it might be solved.  Here are three that I have written about extensively in my books... but never together. Model One: One of the most powerful real-world networking techniques is called "give-to-get". [More]

  • Social Choice: Ignore, Listen, Join or Host

    Social Choice: Ignore, Listen, Join or Host

    Think back to when you last bought a book - did you check the reviews on Amazon? When you last booked a hotel - did you check the hotel rankings?  There is an incredible conversation happening on the social web, and for the first time in history, there is transparency: [More]

  • Social Customer Service Strategy

    Social Customer Service Strategy

    Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]

  • Viewpoint:  Is the Cloud for the Birds?

    Viewpoint: Is the Cloud for the Birds?

    Unless you are a turtle, you know that "the cloud" is not referring to weather, but to deploying tech online.  And if you believe the ad copy, just about any problem can be solved merely by "putting it on the cloud".  Can this really be true?  Is the hype even [More]

  • Social Media Geography

    Social Media Geography

    At one time, were you riding high with a ton of "Friends"?   Then you realized that many of your Friends were there in name, but had zero engagement?  Or you maintain a presence on one platform (MySpace?!?), and realize that it no longer meets your needs - because no [More]

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