Punching Your Customer’s Loyalty Ticket


Jay Baer on his show Jay Today went on a rant last week about ads promoting social media accounts for no apparent reason. And now thanks to Jay, I’m seeing examples of this waste of advertising space everywhere I go. It’s haunting me. I saw three just today. Thanks a lot Jay.

The point Jay was making is that too often brands are just slapping their social media accounts on their ads without giving us any reason to connect with them there. Jay’s assertion is that the brand needs to tell us why? Why should I connect with you there? Spot on.

But it goes further than that. That “why” better be based on what you know about me. Not why you (the brand) think I ought to connect with you. Tell me why the connection will be valuable for me. Not what you want me to realize as value.

After all, isn’t that the difference between social marketing and old school in the first place?

Bonus Features

They are in large part responsible for the continued viability of physical entertainment products; CDs, blu-ray movies and the like. And I love it all. In fact, I often find I end up going back to the bonus features more often than the main content. … [Continue reading]

Moving Pictures

Any Rush fans out there? Well, if you are, I'm sorry to disappoint. This post is not a transcript of Neil Peart's YYZ drum part. What it is in fact is a cry for help. Search "customer service is the new marketing" and Google will feed you back … [Continue reading]

The Survival Guide to Customer Experience


I wanted to reach out and share a Project I was fortunate to be part of. It is a new eBook from Sprinklr called, "The Survival Guide to Customer Experience." I am joined by 19 other thought leaders including Jay Baer, Frank Eliason, Annette … [Continue reading]

Five Years Retrospective on Social Customer Care

Five years seems like a good milestone to reflect on the impact social media has had on how brands respond to and engage their customers to deliver customer care. Guy Stephens asked some of the leading thinkers on the topic to offer their perspective … [Continue reading]

Define this. Customer Service is…

Definitions come and go. In this case, how companies define customer service is critical to how they position themselves in the customer ecosystem. How is customer service defined in your … [Continue reading]

Time Has Come for Real Integrated Customer Experience

When are we going to see true convergence of on line, digital customer experience with traditional brick and mortar in-store experience? This is such a big opportunity to create a unified, converged customer experience. Yet, it seems like digital … [Continue reading]

Video – The New Digital Thank You Note

For this post's video, click on the link and check out this clever short form video engagement solution! http://www.vsnap.com/me/CjWzyU … [Continue reading]

Betting On Social Business


http://www.youtube.com/watch?v=8NI1Pi4pABQ   1. 70% of U.S. workers report not being engaged at work 2. 89% of employers think their people leave for more money. ¬†While 12% actually do leave for this reason primarily 3. 75% of people … [Continue reading]