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@biggreenpen Thank you, Paula. I loved seeing the Virgil quote on your wall!

2 days, 21 hours ago on My Visit to the 9/11 Memorial Museum

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I can be a kneejerk tweeter when I'm really annoyed. Like when it took 45 minutes to check into a hotel at 10 pm one night. Oddly, I feel embarrassed when a company replies and really annoyed when they ignore it.

Also, it's just weird to be exposed to friends' customer service issues via their social media feeds. So yeah, I'm trying to breathe before snark-tweeting.

4 days, 5 hours ago on Four Questions to Ask Before You Complain on Twitter

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@craighadden Thanks, Craig -- looks like we're of the same mind on this. Motivation for the sake of motivation is pointless, and an information dump is won't inspire anyone to do anything. So yes, everything should be aimed at getting audiences to ACT.

1 week, 6 days ago on How to Cut the Fat From Your Speech: 7 Tips

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I ...

Um ...

No, here's the thing. It's ...

Nope, sorry, can't do it. Not without violating both the no politics and no cursing rules. But I commend the level-headed among you.

2 weeks, 3 days ago on Hobby Lobby, Values, and Social Media

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@ginidietrich I don't mean to sound naive, but who the hell is out there telling women—people, even—that they can have it all? Life is a series of compromises.


2 weeks, 3 days ago on What Having it All Really Means

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@RebeccaTodd Oh no, this never went past the first date. I had a ridiculous crush on her. And, get this: I met her because she came into our office to interview for a job she didn't get. Now *I* didn't interview her and was not involved in the decision-making process. But still ...

I miss the 80s.

2 weeks, 3 days ago on What Having it All Really Means

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What's fascinating to me is that we're still having this conversation. I remember a very specific moment over TWENTY-FIVE years ago when this came up. I was on a first date and she declared that she didn't buy into this "whole supermom thing."

(Which I thought was an odd topic for a first date. We later switched to "seen any good movies lately" and got into a discussion about the societal/psychosexual implications of Fatal Attraction. This girl was deep!)

Anyway, it's obvious that this issue is nowhere close to being "resolved." I'm not saying we shouldn't talk about it, I'm perplexed that we still HAVE to talk about it. It's a conversation that's been going on for several generations now! John Lennon was right.

2 weeks, 3 days ago on What Having it All Really Means

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@belllindsay I was going to say that. Not many people have staff at the office to help supervise their kids!

2 weeks, 3 days ago on What Having it All Really Means

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Great story, and hilarious! Though I imagine the reaction might have been different if you were a company with a different kind of customer base.

2 weeks, 4 days ago on Crisis Communications: What Happens When You Swear at Your Customers

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I was just thinking about this the other day. My agency and solo friends do a lot more networking online and in real life than our corporate counterparts, many of whom have been in those jobs for some time. I do think it's a security/stability thing. Agency people are always having to hustle, while those entrenched in an organization see less immediate need. I suppose it's also possible the corporate types are wary of going to networking events where they're likely to be constantly pitched to for business.

2 weeks, 4 days ago on Are agency PR counselors better networkers than their corporate counterparts?

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Wow. I would ask, "How much ad space do we need to buy if we get to write the feature ourselves?"

2 weeks, 4 days ago on The Danger of Pay-to-Play Earned Media

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@biggreenpen Wow, that is brilliant, Paula! And, of course, tying it in to the message/content is critical, so it doesn't come off as a gimmick.

At the opposite end of the spectrum, I attended a presentation/workshop a few months ago at the local National Speakers Association chapter and the speaker stood rock solid in one place for the entire half-day and managed to hold our attention. It was a masterful demonstration that sometimes the best body language is minimal, and about owning your space.

2 weeks, 5 days ago on 3 Tips for Public Speakers: 2 Smart, 1 Dumb

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@Eleanor Pierce Chimps sell. I don't have a metric for that—just a gut instinct.

2 weeks, 5 days ago on PR Metrics: What to Measure in the PESO Model

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Awesome advice—simple, easy to follow and clearly illustrated. Thank you!

2 weeks, 5 days ago on Three Psychological Secrets to Turn Visitors into Customers

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@LauraPetrolino And now I have my new tagline.

2 weeks, 6 days ago on Buyer Personas are Critical for Content Marketing Success

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@Shelley Pringle Yes, you shamed me into it! We'll see how many I actually end up with.

2 weeks, 6 days ago on Buyer Personas are Critical for Content Marketing Success

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Okay, maybe 10 is overstating it, but I have people who might just buy my books, corporate decision-makers who might hire me to speak, others who would hire me to do corp comm work, and agency people who bring me in to help their clients ... And I'll ignore the acting side for now! But you're right -- some of these could probably be combined.

3 weeks, 3 days ago on Buyer Personas are Critical for Content Marketing Success

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This is really helpful information, Shelly. Thank you. I've been resisting this because, honestly, I probably have 10 different potential customers for the various things I offer and do. Which may be a problem in itself. But I'm going to check out the template and see if it lends a little clarity.

3 weeks, 4 days ago on Buyer Personas are Critical for Content Marketing Success

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@biggreenpen Thank you, Paula! Glad you enjoyed and got something out of that! Now have you heard the one about the priest, the rabbi and the duck?

3 weeks, 5 days ago on 25 Ways to Create Shareable Blog Content

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Wait, I didn't mean Clay!

1 month ago on Is Social Customer Service the Only Way?

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@LindaEsposito Yes, this: "the atmosphere is ripe with instructors projecting their insecurities, anger, misguided messages and unresolved conflicts on the newbies because they can." Not just in LA!

@Erika Napoletano, I have found in this scene that instructors often don't quite know what to do with the students who fall outside the mold (the 20something aspiring SNL star).

1 month ago on How to Accept a Gift or How to Not Be a Jerk When Someone Gives You One

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@jasonkonopinski Yes, some elite bloggers seem to blog almost exclusively on their customer service issues and how they repeatedly bashed the company on social media. I find it infinitely UNfascinating.

1 month ago on Is Social Customer Service the Only Way?

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Yes. This I think is a critical missing link for a lot of companies, as @jasonkonopinski also said: the chain of contractors they use.

We ordered a bathroom sink from one of the big box home stores and dutifully paid the extra so they would get the 150 lb. package up a dozen steps and into our home. (Which is crazy in the first place—if we didn't pay extra, they'd just leave it on our sidewalk.)

Anyway, the store contracted shipping out to a company based in another state, which subcontracted it out to a local shipper near Chicago. So through this chain of subcontractors they basically subcontracted accountability.

Stuff was late, misdelivered, damaged, etc. The store eventually made up for it by waiving fees, etc., but it took a ton of legwork on our part. 

Customer service? I think not.

1 month ago on Is Social Customer Service the Only Way?

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@Eleanor Pierce The drama! The fact that someone would get so defensive and take drastic action in response to a simple inquiry immediately makes me think maybe they already feel they're doing something fishy?

1 month ago on The Social Media Mob

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This is why I resist most Facebook shares that I'm supposed to be either "outraged" about or "heartwarmed" over. I'd like to say it's good judgment, but it's really just a natural contrarian streak.

Though I think another element of the mob mentality comes from a good place, actually. Its people's instinct to rush to the defense of someone they know—we've all seen it, we've all done it. And we don't quiz the person about the other side of the story, we rush in to support them.

Finally, when it comes to "the truth" I like Lindsay's take on it. I've always had a slightly different take—that there is no objective truth, just different people's versions of it.


1 month ago on The Social Media Mob

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I thought it was a great idea. But now that Walmart's given its side of the story, I'll be interested to hear what the "other side of their side" is. Do their sources and evidence stand up to scrutiny?

1 month ago on Walmart takes on the New York Times with creative PR tactic

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Yes, the agencies do this as well, especially at year-end to boost their numbers.

1 month ago on New 120 Payment Terms from Big Brands Require Agencies Play Bank

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I did see that, yes. The squeeze is definitely on. As discussed elsewhere here, I think charging interest (or incorporating it into the fee) is a smart way to go.

1 month ago on New 120 Payment Terms from Big Brands Require Agencies Play Bank

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Ridiculous. I assume these companies demand better terms than 120 days from the customers who pay them. And, yes, as Clay said, this causes cascading problems for all the contractors, subcontractors and vendors down the line. 

I'm doing more billing in advance, or 50% upfront on a project. This push to squeeze vendors just creates unnecessary tension in the working relationship, which must eventually effect the work in some way. Bleh.

1 month ago on New 120 Payment Terms from Big Brands Require Agencies Play Bank

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I'm glad we can use the "E" word again. For a while it was a bad word and trivialized due to stupid politics. (In fact, I had to look up the controversy to be reminded of exactly what the issue was.)

But it's SO important—not just in marketing, but for leadership, crisis communications and, well, just about any type of communication.

1 month, 1 week ago on Empathy is a Marketer’s Most Important Trait

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Nepotism!

Wait, people in Utah are rude? Really? I've only spent a little time there, mostly in touristy areas, so I wouldn't know. But that surprises me.

Anyway, it's fun getting to know something about your family, Gini! And, Laney, I love the cake pic!


1 month, 1 week ago on The Spin Sucks Inquisition: Laney Namanny

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@kelseytrif Thank you! I agree, it all starts with knowing your audience. Your other points are also very, very important -- some of them fall under the other 11 sins (at least as I outline them).

1 month, 1 week ago on 11 Deadly Presentation Sins

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@photo chris Yeah, it's weird to think of a world where a friend's recommendation may mean less than that of total strangers!

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

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It's interesting. We're looking to get some work done on a new home and good friends of ours highly recommended a contractor. I thought we'd just go with him and my wife thought I was crazy. Why make this decision based on one anecdote? So we went on Angie's List to see who was recommended there. So someone with 150 reviews and an A rating trumps a random recommendation from a friend.

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

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Then, years later, the same thing happened with social media – and overnight we had a fresh battalion of social media gurus who rode in bareback on unicorns, waving wands and tossing pixie dust.

Wish this wasn't too long to tweet: "Overnight we had a fresh battalion of social media gurus who rode in bareback on unicorns, waving wands and tossing pixie dust." Brilliant!

1 month, 1 week ago on The Spin Sucks Inquisition: Ann Handley

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@JoeCardillo @annelizhannan @ginidietrich Ha! It takes a village ...

I wrote about this once: elevate your screen so you're looking up instead of down, get light on your face, and do some "set dressing"—declutter your background, but also avoid the blank wall (or, shudder, ceiling) backdrop that makes it look like you're doing a hostage video.

1 month, 2 weeks ago on Content Creation without Ever Writing a Word

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@Eleanor Pierce Can you relate?

1 month, 2 weeks ago on Content Creation without Ever Writing a Word

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@annelizhannan Lighting is everything!

1 month, 2 weeks ago on Content Creation without Ever Writing a Word

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@ginidietrich Yes, the few webinars I've done where I was on camera I spent a lot of time adjusting the lighting, the angle and the background ...

Laptops are the worst, because if the camera is below you, well, that is the most unflattering possible angle there is ...

1 month, 2 weeks ago on Content Creation without Ever Writing a Word

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I suppose if one is to produce webcam videos one must get over one's vanity about one's horrible, horrible appearance on said webcam. Just talking hypothetically here ...

1 month, 2 weeks ago on Content Creation without Ever Writing a Word

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Big agencies (and companies) often squeeze the contractors, vendors and others down the food chain. Definitely not right.

I've always felt "the customer is always right" is one of the dumbest business mantras. Take care of employees, treat them right, have their back, and you'll be rewarded in loyalty that far outweighs the benefits from coddling a customer that's a jerk. 

1 month, 2 weeks ago on The Customer is Always Right (Except When They’re Wrong)

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@Word Ninja Ha! That must be disconcerting. I actually want to get the Motley Crue book, too, but the ebook isn't out yet -- coming out in July around the 10th anniversary of publication. Anyway, it's supposed to be really good.


1 month, 2 weeks ago on Summer Reading: Five Novels and One Business Book

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@Genene Murphy Great point, Genene -- probably not a quick 1-2 day book. On the other hand, I found it was easier to follow when I didn't put it down for days between.

As for size, I found that's one advantage to ebooks. After I finished it I saw it in the store and thought, there's no way I ever would have picked that book up had I known how long it was!

The good news is, it really picked up speed and I loved it.

1 month, 2 weeks ago on Summer Reading: Five Novels and One Business Book

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The last great fiction book I read was Life After Life by Kate Atkinson:


http://www.amazon.com/Life-After-A-Novel/dp/0316176486


She does crazy things with chronology that no author should be able to do and no reader should be able to follow and she absolutely masters it. I'm in awe of her skill, but its also a really absorbing story.

Guilty pleasure-wise, I'm now reading Paul Stanley's autobiography. So far the early chapters about his childhood are quite touching. But you may need to have been in the KISS Army to fully appreciate it ...

1 month, 2 weeks ago on Summer Reading: Five Novels and One Business Book

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@KateNolan @makeaner Yes, it seems kind of crazy that they'd leave loyal customers hanging like that!

1 month, 3 weeks ago on Four Tips to Right Customer Service Wrongs

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This reminds me of the Seinfeld episode where Elaine couldn't get the Supreme Flounder delivered to her side of the street! So my question is, they apologized and they communicated and were responsive, but did they fix the issue and (re)start delivery to that location?

1 month, 3 weeks ago on Four Tips to Right Customer Service Wrongs

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@ginidietrich I think that was the Redskins organization that did that. With all the controversy they definitely should have predicted that one!

1 month, 3 weeks ago on When Good Social Media Advice isn’t So Good

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Coulter did get some attention. In the form of ridicule and scorn, as people co-opted the image and added their own hashtags. Including one that read #BringBackMySoul.

Ha! Love it.

1 month, 3 weeks ago on When Good Social Media Advice isn’t So Good

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