I work with businesses to improve relations with their customers and employees.
Speed does matter a lot when your house is burning down. Thanks!!
1 day, 14 hours ago on A Crisis Plan You Can Execute in 30 Minutes or Less
Thanks Laura! Glad to be here.
Preparation is definitely a time saver.
This is like those ab ads - only this works. :)
Simple is typically more effective, especially in a crisis.
Reviews from patrons you can verify used your products or services are still useful. Ones that cannot be verified have outlived their usefulness.
3 months ago on Online Customer Reviews – Are They Worth The Trouble?
@Ari Herzog Seriously awesome sauce Ari. I remember those days too, though I didn't get to participate much in them. I was in the Navy from 92-96, and when I got out, I was quite the newsgroup geek. Met some cool people that way - and ended up working at an ISP called ExecPC that changed my life.
And yeah, Jim and Shelby are friends of mine - because of social media first, and now, because of lots of real life interactions. And you Ari - you I can't wait to meet in person. Gonna be one fabulous meetup.
7 months, 2 weeks ago on What do social media friendships look like?
We use these words to get people's attention, not because we mean them. Or we say them because we hope something will die, because we can't keep up with all the different platforms that beckon us. All of that said, I'd love a little more rational thought and a little less bloviation as much as the next guy/gal. But how do we get there? Stop reading stark headlines? Turn off interesting stuff and start focusing on that which bores us?
Meh - I got no answers. Only questions.
1 year, 2 months ago on Platform Killers, Game Changers, and Fatal Errors: Our Sad Rush to Judgement
Interesting. I wonder if they have a strong enough mobile strategy to make this matter.
And maybe the next thing Microsoft buys is FourSquare.
Hmmmm. Making me think @DannyBrown Bravo!
1 year, 5 months ago on Is Microsoft the Dark Horse in the Social Graph Race?
@KDillabough Hey. Thanks Kaarina! Appreciate ya!
1 year, 5 months ago on Your Business Doesn’t Really Need Social Media
@Sue_Koch Thanks Sue! That was EXACTLY my goal :)
It is SO inspiring to see @caroljsroth achieve her dreams - and she gives us all hope we can reach ours too! Thanks Carol!
1 year, 5 months ago on Making Your Dreams Happen
Any active management would have likely caught this much faster than a set it and forget it plan. But how much sooner? And I'm curious how this actually happened. I don't see how these tweets were sent, so I'm curious if the account got hacked, the management tool password was compromised, or if someone stole a cookie and used that to pass through to the account.
@tombuchheim - whether this account is managed internally or not is irrelevant to this discussion if the password for the Twitter account was compromised. It's actually a much more likely scenario thay some entry level marketing employee clicked a spammy link and gave up the password than some experienced community management team did the same, IMO.
1 year, 6 months ago on Burger King Twitter Hacked and suspended but screenshots live on
You're right Catherine - it isn't that hard. Often a deep breath is all we need to get clarity on a situation. And sometimes the easy part is just remembering we have trusted advisors who we can rely on to make it even easier - if only we will ask for help.
1 year, 10 months ago on Magic Wand for Entrepreneurs
Great stuff @pointa_pointb ! If you can't use the right word, you can't really call yourself a writer. An occasional typo is not a big deal. Consistent use of loose instead of lose will cause me to loose my mind. :)
Seriously - tone matters. Let your freak flag fly and write from your heart. But please take an extra 5 minutes and re-read your content. Does it really make as much sense as you thought it did when you wrote it? I hate to edit myself as much as the next guy - so I have someone (OK several someones) to edit for me - because I don't want my copy to read like I don't know the difference between your and you're.
Glad you ranted this out there. I'll be referring my clients to it when they give me some excuse why they don't proof their work or won't pay someone to do it for them.
1 year, 11 months ago on Didn’t Get the Gig? Maybe It’s ‘Cause Ur Illiterate
You hit this one out of the park Ray. Many organizations will likely NEVER embrace these truths, as intrapreneurs challenge the status quo in ways most CEOs can never handle - and at a level where they're nearly invisible until the results occur, leaving leaders in the dust.
This post should be forwarded to all up and coming leaders, so they can hang it on their wall and learn to embrace these folks - or risk being caught on the short end of the talent stick.
2 years ago on Is Your Company Intrapreneur Friendly?
@Danny Brown CEOs definitely need to still be great at selecting great people who ultimately will select the best rest of the people to fill out an organization.
And yes, any CEO that says Klout is how they're hiring people is no CEO worth their salt. Good point!
2 years, 1 month ago on At Some Stage the Conversation Has to Advance
@Danny Brown Are we defining social media as Twitter only? If so, then sure, most CEOs have no need to play along.
But let's include using blogs and video to talk about the company, and responding now and then to a customer comment, and then we've got something every CEO can, and should do.
You mention being awesome as having no ROI. I disagree. If you're looking to recruit younger people, having a CEO who is hip and gets the power of two way conversation, who engages in meaningful conversations now and then, who is willing to be online and reachable, is a great way to stay in touch and recruit the best. Occasional access to a CEO is VERY desirable, and social makes that much more scalable.
Genius! Have a product that people actually need, show how you can solve MY problems (even ones I don't know I have), then be there for me if things don't make sense or go sideways. Simple formula. Hard work. But absolutely doable.
Awesome examples and inspiration. Thanks Chris.
2 years, 1 month ago on Missed Opportunity in the Golden Age of Sales
Great story @remanuniversity I really like the idea of earning your chair, and I bet your reps do too. I especially like the fact that you are working WITH your reps to sell more to help EVERYBODY in the company. Good stuff!
2 years, 2 months ago on Being Comfortable with Success
Great reminders @Richgallagher that real influence isn't manufactured by using the latest and greatest triggers - but by building a relationship over time. Intrinsically we know this - we'd never shout at grandma or at someone sitting next to us - but in e-mail, we worry about cutting through the clutter and look for shortcuts, when in reality, there are none.
Although I would say there is one: Be real faster. Stop with the crap, and start out with the goal of building a relationship with me. If you can be real faster, and do away with the crap, we can be friends faster and then I will open your email. And I might even respond to them. :)
2 years, 2 months ago on Why I Don’t Read Your E-mails
Good for you for taking some calls. When I managed a call center, I'd make time as often as I could to listen in on calls and boy - did I learn a lot. And when I wasn't able to for a period of time, my customers would start to forget about me, much like you found @NoahRickun
The best part about this is the real time feedback I got on amm the suggestions I thought were so awesome. Many flopped, had to be modified, and we're just downright not workable. I found the best practice was to spend time answering calls right after we made a big change - to understand what the full impact was on my customers and more importantly on my team. It helped me see I didn't explain the why nearly often enough, so I didn't get the buy in from those I led. Instead, they just saw it as another change meant to make their lives harder.
I found that the more I tuned in to my customers by taking calls, the more I tuned into my team because I could feel what they were really up against. I hope you'll repeat this experience more often and keep sharing what you learn - with us and your team. The best lessons come from actions not ideas.
2 years, 2 months ago on Try Answering Your Phone for a Change
@Chris Hanlon @Chris Absolutely terrific question to ask. Love it.
Thanks for sharing it so we all can learn from your success.
2 years, 4 months ago on Stop Chasing the Shiny Ball - Focus on your Fundamentals
@Tabita Awesome explanation. I totally agree with you. Thanks for adding it in!
@Chris Hanlon I've been guilty of this too in the past. What have you done Chris to pull yourself out of it?
@Tabita Thanks for agreeing with me. Why do you think so many overlook these fundamentals?
Breaking up shouldn't be so hard to do. And yet when it is, companies lose any chance of return business. Don't try to trick me into sticking around just a little longer. Let go. It's me. It's not you.
2 years, 4 months ago on The Bad Breakups in Customer Experience
Great points @newraycom. Sharing and engaging is something that can be done to meet some new friends - and hopefully to help you show your friends who are just dipping their toe in the way to use Google+ to grow their following.
2 years, 4 months ago on What To Do On Google Plus While Waiting For Friends To Show Up
@StebnitzBuilders No worries. I wasn't talking about any positive attributes. Merely that sucky businesses can suck more and suck faster because of social media.
Thank YOU for not sucking! :)
2 years, 5 months ago on Social Media: It Can Help Your Business Suck Faster
Some useful points @StebnitzBuilders If yiur business sucks, you absolutely have bigger problems than just social media.
I'm wondering something however: Where did I say you should stay away from social media? Perhaps you misinterpreted a point I made, so please let me know so I can make it right. Thanks.
@StebnitzBuilders You disagree with me? I think you're just adding another point - and it's absolutely correct. Social media does give your business a great opportunity to learn about and correct errors. Thanks for adding that to the discussion.
You make some good points @Lena_M It is ultimately all about the connection you have and nurture. Thank you for sharing that reminder.
Thank you @PointA_PointB I call it like I see it. Glad to share it here.
@RichGallagher Wow Rich! Thank you! If I'm going to guest post on @caroljsroth blog, honesty is the only policy!
Awesome reminders. Technology was supposed to free us up to be more personal, not less. And yet it just makes many lazy and spammy. My rule: if I wouldn't do it in person, I wouldn't do it with technology.
My one exception is I do use Tungle for meetings, only because it makes my calendar more real time. Of course if that puts anyone off, I'm always happy to pick up the phone or send an email with times that I'm available. I just don't want to be available at 9:15 Tuesday and an hour after I send it, someone else has already snagged that spot. Wouldn't that be even more rude @caroljsroth?
2 years, 5 months ago on You Can’t Automate Common Courtesy
Great resolution suggestion, but where does this complaining go? Those making the decision are seldom the ones who have to face the music if a customer backlash.
I say create a Chief Customer Officer who sits at the table with the rest of the C level execs and who reports out what the backlash really impacts. I was at the Verizon store when they sent employees the email about rolling back the fees. No employee was surprised and many remarked "Like customers really were going to agree to fee to pay their bill." If employees at a retail store can see this, why are execs blind to this? The only answer can be they are out of touch with their customers.
Make 2012 the year your company listens before not after the crap storm.
2 years, 7 months ago on The One Customer Experience Resolution For 2012
Me too! Super stoked! Thanks for the invite :) @PointA_PointB
2 years, 8 months ago on The Company You Keep
This is a beautiful infographic. Thanks for creating it and sharing it with us.
2 years, 8 months ago on Infographic: Personal Branding Step By Step Guide
My head hurts from all the smart stuff shared here already. Wow!
Here are my 3 thoughts:
Integration of all disciplines (and the death of the social media "specialist") - About time if you ask me. Folks who don't know anything about business have no business taking such a huge slice of the pie, but like IT did in the 90s, social media did in the 00s and the past few years. EVERYONE must be socially adept (which really means learn how to communicate the business message via multiple channels instead of only 1) or your organization will die.
Video - definitely a trend and one that must be taken seriously. My only concern is bandwidth for businesses, as download bandwidth continues to grow, while upload bandwidth struggles to keep up. This will keep some businesses behind, but the ones who invest will save $$$ as Skype is far less expensive than a trip around the world.
Location based marketing will finally grow up and be recognized as the way to personalize a visit to your business "location" - I put location in quotes because it could be your website, your Twitter page, your Facebook page, whatever, you will start getting more personalized suggestions and conversations as you connect your networks across platforms. Similarly, brick and mortar locations will finally get a tool that will alert them when potential customers are getting close, to offer them a special offer just for them, instead of having to make the same offer to everyone.
Here's to the future! Thanks for starting the conversation @ginidietrich I can't wait to see what happens!
2 years, 9 months ago on Eight Social Media Trends for 2012
Best advice for authors EVER! Thanks Gini!
2 years, 10 months ago on Blogger Outreach: Three Steps to a Successful Program
Awesome challenge Lewis! Definitely something to work on this week. Thanks for the framework of something so simple yet so powerful. Back soon with my compass!
3 years ago on How to Become a Leader by Creating Your Leaders Compass
Jay - this is SUPER helpful! Thank you very much for putting it together and sharing it with all of us. I have nothing to add, other than I'm a long time listener, first time commenter (I think), and I really enjoy your work!
3 years, 1 month ago on Calculate Your Blogging ROI in 9 Steps