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Bonus points for mentioning Be Civil. I think it is OK to be a little irate, but do not stoop to insulting someone's worth or intelligence. And great point about "Are You Right". If not, you end up with egg on your face...yet STILL held a brand's reputation hostage, and they will lose simply because of the initial accusation.

1 day, 20 hours ago on Four Questions to Ask Before You Complain on Twitter

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@KerryGorgone True, but I've also built the relationship enough in person to understand a lot of those polarizing views...BEFORE the Facebook friendship. That's probably why they friended me, rarely friended another one of my partners, and NEVER friended the third.

2 days, 2 hours ago on Social Media Privacy: Should Bosses Be Allowed to Friend Employees?

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@JoeCardillo @dbvickery I'm definitely in favor of more folks taking the "probably shouldn't be saying it" approach! ;)

2 days, 19 hours ago on Social Media Privacy: Should Bosses Be Allowed to Friend Employees?

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@biggreenpen I really like Walking and Wise, also. And in regards to wisdom being in short supply, I think some of that can be offset if the true leaders endeavor to be Worthy of their leadership position - every day.


Thanks for the comment, Paula.

2 days, 22 hours ago on 12 Most Wizardly “W” Traits of Great Leaders

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This is definitely a slippery slope. I'm friends with employees and clients, but I never really share anything polarizing or with foul language, etc. I have seen some employees go off of the deep end with their views or use of language, but I acknowledge that their Facebook profile is a personal space. If I can't handle their views, then I can hide or unfriend them. I CANNOT use what I see to impact our business relationship.


I've always looked at it as a risk for the employee. I never thought about the repercussions for the employer. Interesting...

2 days, 23 hours ago on Social Media Privacy: Should Bosses Be Allowed to Friend Employees?

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Amy - the spunky, lone American cheerleader. ;)


Good story, Hessie. I'm rooting for you folks and even hope we will have opportunities to work together...since BOTH companies understand their is a LOT of intelligence buried in that social data (and other data silos within organizations).

1 week, 1 day ago on The ArC Story: Success Means Moving Fast and Breaking Things

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Just getting around to reading this...after a great vacation and sectionals tennis playoffs (I live a hard life). Thank you for the mention, Margie. You reeled me in with the title regarding social listening, and then BONUS with the mention!

1 week, 1 day ago on #FivetipsFriday Social Media Listening

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@crestodina @dbvickery That research reminds me: "when you don't pay for the product..."

1 month ago on Content, Trust, and the Power of Influence

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"Post, forgive, and forget." Interesting point, Andy. A person's negative review can have negative ramifications well beyond the point that the original poster has "gotten over it".


It's amazing how many of these types of posts I'm reading now - as folks understand the power of social, and peer reviews, in the purchase decision. And yes, I'm a huge proponent of both social listening AND sentiment analysis...even when the sentiment analysis remains flawed.

1 month ago on Content, Trust, and the Power of Influence

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Great points throughout, Sam. I know I often draw the ire of people who put a lot of stock in polls and surveys, but I wrote a post over a year ago saying "people are talking about you - and it's not in your survey".


In addition to perhaps not phrasing the questions correctly, I would also argue that the people inclined to even agree to participate in the poll are in a dwindling group that truly would never use social or review sites to make a purchase decision. Meanwhile, my purchase decision is based upon:


- identify need/want

- research (generally starting with Google)

- read professional/influencer reviews

- read peer-to-peer reviews (Yelp, TripAdvisor, Best Buy Comments, Amazon comments)

- poll my own social circles (via Facebook and Twitter, usually)

- Possibly see if the brand, or distributor like a Best Buy, will engage socially


Do the poll of folks across all ethnicities and household income demographic, for ages between 18-45, and your numbers would change without even having to change the questions.

1 month ago on Gallup Poll is Correct: Social Media DOES NOT Influence Purchases

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I'm always talking about "find your brand advocates AND your brand detractors...then commit to the positive customer experience to turn the detractors into advocates". And the world is watching. Besides taking care of the squeaky wheel (Petro) that writes reviews, you also position yourself as a brand who cares - for everyone that watches the exchange on social channels.


But now this post leaves me wanting for my own version of "PetroPower"...VickeryVroom?

1 month ago on Three Ways to Succeed With Second Chance Customer Service

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@ginidietrich @GosiaBourne Speaking of which...I am SOOO far behind in my Yelp and TripAdvisor reviews (and Amazon...and Best Buy...). I rely on them so much that I keep saying I need to do my part, but it takes time to come up with a thoughtful, detailed review!

1 month, 1 week ago on Your Customers Control Your Brand

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Of course, once brands realize this - they need to start monitoring social channels to find the who/what/where/when/why of consumers that ARE impacting the brand reputation. The brands can't control it, but they can at least help guide the message on a peer-to-peer basis or demonstrate timely and contextually relevant customer service.


Find the advocates - applaud them. Find the detractors - appease them and try to turn them into advocates.

1 month, 1 week ago on Your Customers Control Your Brand

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Ooh, I love sole source supplier contracts...when I'm the sole source, that is!

1 month, 3 weeks ago on Gin and Topics: Word Sneak and Baby Giggles

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Um, does anyone pick the die 10 years sooner option?!?

1 month, 3 weeks ago on The Spin Sucks Inquisition: Jeannie Walters

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Poor Richard Gere...


The dancing teachers was hysterical with those oblivious students, and all I could think about during the beer bottle video was "I think I had enough to equip all of those guys this last Monday".

1 month, 3 weeks ago on Gin and Topics: Word Sneak and Baby Giggles

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Love it. Up until this year, I worked remotely since 1998! I've also run multi-project remote teams that spanned several time zones. I absolutely agree that it allows you to get the best and brightest. Some leadership still do not get it, though. They need to see the minions working in the cubicle and punching the time clock.


I definitely appreciate the goal mentality vs time mentality. Ironically, when leadership focuses on that 8-5 timeclock mentality, they will get LESS work and productivity from employees. They need to "get out of their own way" and let these employees drive innovation and successful delivery while working a more flexible anytime/anywhere schedule.


1 month, 4 weeks ago on Run a Virtual Company with these Seven Tips

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Great anecdotes. As a services company that also has a product, it is all about trying to get that social proof. Otherwise, nobody ever gets fired for choosing the 800# gorilla in your industry (for services OR product).


Nice summary points. Gotta get other people telling your story - influencers and happy customers.

2 months ago on Is Social Proof Driven by Your Cortex or Your Content?

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I always get excited when reading posts around contextual social monitoring case studies - even if hypothetical. We have the monitoring solution, but it is still going to take that ANALYSIS beyond the tool to dig deep (beyond the first question answered) and get the full and varied context. I hope to see more of these hypothetical scenarios become live case studies...and I hope we get to be a part of those case studies.

2 months ago on The Question of Context in Meaningless Data

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Just wrapped up a 13-year run at Mantis where we struggled DAILY with making the transition from founders to C-levels willing to step back in order to scale.

2 months ago on Founder vs. CEO: How to Scale Your Business

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@samfiorella @dbvickery  Very cool. We are taking a similar approach with some of our hospital clients. We are doing some cool mobile app development to allow more preventative/predictive care and even touchpoints for initial assessment that do NOT require that initial visit (where they tell you go get some labs and come back...thus 2 co-pays).


The hospitals and healthcare providers that provide that level of service and customer experience will be the winners in the age of the socially-savvy (and demanding) consumer.

2 months, 2 weeks ago on Business Strategy: Reinventing the Rules of the Game

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This will be one of my more broadly shared blog posts I've read in awhile. Great job, Ken.

2 months, 1 week ago on The Graduation Speech I’ll Never Be Asked to Give

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I definitely do #1 and sometimes #2. I could use work on the rest of them. I still can't bring myself to set aside a specific time FRAME to do email and social media...I always try to be the most responsive possible (which probably does nothing more than add to my blood pressure, right?)

2 months, 1 week ago on Time Management: Six Tips to Be More Productive and Get Things Done

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@Shonali @dbvickery  Took my first ride on the Harley today...and lived to type this message. So life is good. Looking forward to a lot of tennis this weekend, hit a few graduation parties for friends' kids, do a lot of grilling (pork steak tonight, chicken fajitas tomorrow, and queso burgers on Sunday)...and maybe take that Harley out for a few more spins.


C'mon, sing it with me, "all she wants to do is...all she wants to do is dance"

2 months, 2 weeks ago on Why I Dance

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Stayin in Black - so well done...yet so WRONG!! Shared the Dog Thief because I've got one in my house (the smallest one, of course).

2 months, 2 weeks ago on Gin and Topics: Anti-Bullying and Dogs Who Play Fetch Alone

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Think I saw you dance after Social Slam, right? But, really...Dancing Queen? How about Don Henley's "All She Wants to Do is Dance"?

2 months, 2 weeks ago on Why I Dance

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@PeterJ42 @dbvickery  Give me right...without the callous (something I had to learn over time in my career). And although I have a few current opportunities going right now, where we've never met in-person, that is definitely the exception. Even those opportunities have involved at least one Skype or Google+ Hangout to get more of that "face-to-face".

2 months, 2 weeks ago on The True ROI of Digital Marketing

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"The most powerful component of “shared” media is the urge of the users to share what they love, what inspires them, what they find educational or fun or funny." Yep, I share the videos from Gin & Topics...which is the ideal gateway drug to Arment Dietrich consulting services, right?

2 months, 2 weeks ago on Are the Days of “Free” Social Media for Brands Numbered?

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"You can call me shallow or callous, but you also have to call me right."


Can I put this in my auto-sig?


Meanwhile, back to trying on sizes to see which one best fits my company. This acquisition has side-tracked me a bit. Too busy getting a bunch of face-to-face meetings to get back to building a long-term inbound strategy.


Oh wait, face-to-face meetings are good!

2 months, 2 weeks ago on The True ROI of Digital Marketing

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Hey, I'm a guy that likes sports analogies...even if it is baseball. Well done (well, there was that pitch the home run thing that Chuck mentioned).


Definitely a fan of knowing everything you can before making the call.

3 months ago on Pitch Perfect: The Mechanics of Media Relations

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I can't attend, because I'll be in meetings in Seattle, but it sounds like a GREAT webinar. I just registered, so I can get the video afterwards.

3 months ago on Neuromarketing: The Brain Science of Web Marketing

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Interesting case study with the hospital. I was just in a few conversations discussing how to convince hospitals that they should have a social listening and analytics practice. I think they've gone beyond having a captive audience, and a lot of people - at least in metro areas - have choices in facilities.


The difference-maker could be the customer experience and the hospital's reputation and involvement in the community. Social listening is a good start.


Having said that, socially-savvy consumers are still more likely to post their dissatisfaction with insurance than facilities, but I see that changing over time.


I enjoyed reading the MV-1 "iterative approach" case study in Influence Marketing. Gotta love solution providers who are willing to adapt!

3 months, 1 week ago on Business Strategy: Reinventing the Rules of the Game

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I thoroughly enjoyed the interaction on that Private Group...and Eden/Stacey and company were tremendously creative with the "photo bombs". I've been swamped for the last few months, while our company went through acquisition, and I still made time to check out that group.


Oh yeah, the book was pretty good, too! I did write a blog, but I need to write a subset of that review on Amazon and Good Reads.

3 months, 1 week ago on The Spin Sucks Brand Ambassador Program: A Case Study

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Really seeing the Emotional / Relationship Marketing focus across the blogs nowadays. This was well done, and I saw another one by Brooke Ballard and another by Steve Goldner.


Then Ken Mueller wrote one where he expressed the difference between building community and building a "sense of community". If brands focus on that "sense of community" then they will strike the right balance of relationship...more than "I've heard of you" and still less than "you are creepin' me out!"


Didn't David Lee Roth have a relationship with his teacher...I think the clock is SLOOOOW?

3 months, 1 week ago on Social Media and Brand Relationships: The Big Lie

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@JoeCardillo @dbvickery @RebeccaTodd  One of those memorable Hangouts where @AmyMccTobin and I were talking red wine...and @hessiejones mentioned white wine, but then said she was drinking milk...and was struggling to tell the difference.


Perhaps it was the milk wine you googled? That's why I'll stick to my reds, thank you.

3 months, 2 weeks ago on Online Integrity: Are You Who You Say You Are?

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Does participating in cool Google+ Hangouts, with wine and milk, count as meeting in person? We've had some candid discussions, with differing opinions, and we've come away better for it.


Great post, Hessie. I still value so many people that often appear in the comment section of this blog...and I know that I am unlikely to meet many of them face-to-face. However, nobody is tooting their guru horn here, so that helps.

3 months, 2 weeks ago on Online Integrity: Are You Who You Say You Are?

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@Howie Goldfarb @bdorman264  Hah! Actually, ProKarma is co-headquartered in Omaha and Portland. And the Denver development center is slightly larger than Seattle's.


So Denver - For.The.Win! Even if the Omaha offices are the largest in the US...it's Omaha, c'mon. We have mountains and Manning!


As for Pulse Athletics - yep, it is a social listening tool. Universities (and pro teams or agencies managing reputations for multiple clients) can monitor the online behavior of their student athletes. It makes for a pretty cool demo...and a tad bit scary for every parent who knows their kids aren't always "little angels" on their social profiles.

3 months, 2 weeks ago on Belated Big Reveal – Mantis a ProKarma Company

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@Shonali  Thanks, Shonali. I've been blessed...been lucky...had a great wife and family (my Vickery Girls) through the whole journey. I am VERY excited about the combined companies' capabilities. And bonus...the culture is very friendly, so I've already had some outright fun working with several ProKarma folks.

3 months, 2 weeks ago on Belated Big Reveal – Mantis a ProKarma Company

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@DwayneAlicie  Thanks, Dwayne. Just like "business spin", I had the "Spin Sucks" action on the tennis court tonight.


Keep it real, act swiftly, and NEVER go down the road of spinning the truth in business communications.

3 months, 4 weeks ago on Spin Sucks – Unless you are a tennis ball

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I always give the example of my recent TV purchase:


1. I Google first, and then read consumer/blogger reviews

2. I hit the Best Buy, Amazon, and perhaps Walmart sites to read user reviews

3. I reach out to my social circles with the brands/models that I've sub-selected - to get their 1st person experiences.

4. I decide to buy from a big box store, but I go into a smaller store to check their inventory (I already reviewed their website), and I check-in to Foursquare and cross-post to Twitter.

5. The store reaches out to me and offers assistance. I tweet back that I already have a special deal w/the big box, and I know it isn't realistic to expect them to match. They courteously reply "just let us know how we can help".

6. I buy from the smaller store...

4 months ago on SoLoMo – Disruptions and Opportunities in Customer Acquisition

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Doug, I enjoyed the interview and its casual format. I hope folks enjoy listening in on the conversation.


Meanwhile, stay curious, my friend...and ALWAYS listen!

4 months, 1 week ago on [Interview] Brian Vickery of Mantis Technology Group on Big Data and the Rise of Social Media Monitoring in Business

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Speaking my language - and it truly starts out with #1 (umm, after you know you can count on the reliability and "data quality" itself...gotta have strong data governance). And it just gets more powerful if you can integrate internal data with the abundance of external, unstructured data available through social and review sites.

4 months, 1 week ago on Data: Five Improvements Every CMO Needs to Make

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@Shonali @dbvickery  I think I'm making progress towards meeting those dreams. And I'll have a big announcement towards one of those dreams after April 4th *AND* one of those Vickery Girls is giving me another grandson in mid-April.


I'm smiling more, but I could still work on the serving more.


How about you, Shonali? It HAS been awhile, and I know you've had an eventful open to 2014.

4 months, 1 week ago on 6 Vickery Dreams Headed Into 2014

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Love the journey, Hessie. And as an executive in a B2B, in a "heavy into technology but oblivious to social" world, I can appreciate it. My efforts are just trying to ensure we are at the forefront of the adoption for our particular sector. I have really appreciated my internal thought leaders stepping up and blogging about their respective fields. I hope that helps a lot of readers - and ultimately helps our bottom line as people come to trust us.


And I feel that several of us talked about this journey over red wine, or was that white wine, or was that milk? I'm confused...well, somebody was confused because I felt fine.

4 months, 2 weeks ago on My Search for Social Validation

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I absolutely agree with build your own, so you control its destiny, but you nail an important point: it is painstaking starting from zero. You can more easily ramp up on the existing platforms with built-in communities/groups that are tailor-made for online networking (especially LinkedIn for B2B), but then you are captive to their whims.

4 months, 3 weeks ago on Where Should You Build Community?

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Interesting - I still get followers on Quora, but I haven't been out there in probably over a year. Perhaps it is time to revisit...especially checking out just how technical they get. Perhaps it is ideal for some of my software dev/PM/BI types to check out. Although most of that content still thrives in old-school forums.

4 months, 3 weeks ago on Quora in Your Earned Media Efforts

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Amy and I have been having some pretty thought provoking chats - often involving wine (as topic or nectar) - for a couple years now. She pulls no punches...yet she remains insightful throughout the conversation while respecting the opinions of the others in the conversation. We also had plenty of fun with both Hecklers' Hangout and Snarketing Google+ Hangouts.


And one of these days, ArCompany and Mantis may even do business together. That will happen because of the mutual trust AND camaraderie built on social and in comment sections like these!


Great #FollowFriday.

4 months, 3 weeks ago on #FollowFriday: Amy Tobin

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