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Great post Jay - this is exactly what I'm focused on every day - how we can embrace social media for positive results. Becoming a Youtility as you say, and offering genuine help especially for those of us in service industries is critical. This is exactly what we've tried to achieve with @hiltonsuggests and I hope it can serve as an example.

3 years, 6 months ago on Is Youtility the Future of Marketing?


Great thoughts Harrison. It's funny that I've felt this way a long time - my entire time in social media actually - and felt in some way like it was a fault of mine. Like maybe I needed a more techy peer group so my friends were on Twitter. But reality is they are two worlds. It's funny how little my friends know about all these networks and we in the space talk about them like they are so mainstream. Recently my mom asked me "What's a Twitter" - gotta love it.

3 years, 6 months ago on Social Media Lessons From the Offline Real World


Great post Jay. I think you summed it up perfectly. The fact that this is the state of social media customer service further shows how very young this space still is. I think we all get tied up and sometimes forget the extreme changes we are implementing. They may take a while, but they are well worth it.

3 years, 6 months ago on 70% of Companies Ignore Customer Complaints on Twitter