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Great article Sam. This call was very hard to listen to -as both a consumer, and a service provider. Your tips and strategies for customer retention are excellent and I too believe loyal customers should be rewarded just as much (if not more) than new customers, or ones that are moving on.

9 months ago on Comcast Customer Recovery Strategy – Too Much, Too Late.


Great post Brandon. Too many companies try and leverage social without putting in the time and resources to required to develop their expertise and truly engage. By its very nature, this is not a medium that runs on cruise control or auto-pilot. 

2 years ago on Your Copy and Paste Style of Social Media Customer Service is Failing


Margie - thanks so much for including me here! Honored and humbled - you make me feel like a kid on Christmas morning. :) Thanks for all you are and all you do.

2 years, 8 months ago on 100 People Who Don’t Get Enough Credit Online


Great points Margie!

It really is a balancing act and for a while (I admit it) I didn't want to take any time off due to what seemed to be a direct correlation with a plummeting Klout score. I've since wised up, but I completely agree with you - there's no "down" time when you're always on.

3 years, 2 months ago on Take a day off already!



Wow - I had no idea and and can only imagine how "close to home" this all must be. Although our interactions have been brief I've always felt a sense of connection with you as kindred spirits. As many have already said, I'm here if there's anything you need and will continue to look forward to your tweets and insights. Take good care.

3 years, 5 months ago on Social Media is Broken For Me For Now


Joey - thanks for the great post. I go nuts with "irregardless". By the way - 1st time typing sentences without 2 spaces after the period. #reformed!

3 years, 5 months ago on 7 Words I Never Want To See In Your Blog Posts


Nice post Sam. This doesn't affect me - I don't even care about my Klout. I haven't even received new achievements for being back each day. I don't even celebrate #blackKloutday. #denial ;)

3 years, 5 months ago on 12 Most Influential Perks for People with Low Klout Scores


Great list. Do you think the addition of "The Americas" would add credibility to any of them? :) @samfiorella

3 years, 10 months ago on 12 Most Ridiculous Job Titles in Social Media


Thanks for the post. It's absolutely true however for us in the #custserv business, it's important to not downplay the things our clients feel are emergencies. Therein lies the balance.

3 years, 10 months ago on Is it Really an Emergency? 5 Reasons Not to Panic