Blog Posts

Social Media Measurement

April 24, 2014 by Randall Craig

Over the last year (or three), how much time have you spent Linking In, Tweeting, Facebooking, Blogging, and using other social tools? Is Social Media actually paying off? read more

Social Media Carrot and Stick

April 17, 2014 by Randall Craig

While corporations are trying to figure out how to use the Social Media carrot to entice customers to buy, customers are using a powerful Social Media stick to express disappointment and dissatisfaction. read more

Social Customer Service Strategy

April 10, 2014 by Randall Craig

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 – are fundamental [...] read more

Social Media Tick Box

April 3, 2014 by Randall Craig

“We’ve got that covered” is a very satisfying thing to say when you are asked what your organization is doing in the area of Social Media. Sadly, our research, covering 400 different organizations across the country, shows this isn’t true. This year’s research on the same topic also appears to indicate a yawning gap. The question is why? read more