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]
How do you know if you are successful using Social Media? While the answer a few years ago may have been it's so experimental, we'll have to see, the answer from some today is similarly dissatisfying: Social Media ROI is comparable to computing the ROI of a telephone. We can [More]
It's always easy to look at other organizations - or other people - and marvel at their incredible foresight, acumen, and investment. To look at some of the most successful companies and their products - Apple and Google come to mind - and say "They were just lucky" is too [More]
While corporations are trying to figure out how to use the Social Media carrot to entice their customers to buy, their customers are using a powerful Social Media stick when it comes to expressing their disappointment and dissatisfaction. In the olden days, corporate policy may have been the customer is [More]
Chances are that you are not a blogger. But chances are relatively high that you like the idea of being one. During my last 100 or so presentations, I asked the audiences if they blog: surprisingly, only a sprinkling of hands typically go up. When asked if they like the [More]
1) Resolve to become more proactive: Social media is a great resource for connecting with people, but it is the most powerful when it is used to "amplify" real-world relationships proactively. This year, get in the habit of checking a connection's profile before a meeting. Get in the habit of [More]
Every organization - and every individual - can find themselves somewhere on the three-tier Digital Communications Engagement Index. Where are you? Level I, Passive: At best, passive users have a profile on a few sites, but do very little otherwise, with the exception of responding to the occasional connection request. [More]
How long does it take to make a sale? And is it faster using traditional marketing and sales techniques, or digital-based ones? In traditional marketing and sales, advertising informs prospective customers about a product or service. Those who have a need show up and make their purchase. In the more [More]
Picture this scenario: An employee gets charged with a serious offense and the company's name gets mentioned repeatedly in the news reports. The reporters found the connection to your organization by scanning through Social Media. Or this scenario: A subcontractor tweets (or posts pictures) celebrating the conclusion of a major, [More]
The number of ways you can use Social Networks seems boundless: connecting to former colleagues and old friends, sharing up-to-the-minute news, creating a community of common interest, marketing, sales, recruiting, investor relations, and so on. At the same time, there is the downside: endless time wasted, brand risk, and identity [More]
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