Will Rogers once said, “when you’re in a hole stop digging.” He certainly did not have social media in mind, which is a pity when you think about it: he would have killed on Twitter, and he could have checked Yelp! for customer reviews of Wiley Post’s flying abilities. However, it is a saying that … Continue reading »
Filed under social media …
Gibson Guitars makes social media music out of Delta’s sour note
There was a great post this week on 1to1 media’s blog about an airline wrecking a guy’s guitar. Yes, again – this time it was not United, but Delta Airlines, and they managed to squish Dave Schneider’s 1965 Gibson ES-335 guitar between a service elevator door and a rail on a loading dock. They squished … Continue reading »
The Top 20 CRM Blogs of 2012
You want to learn about CRM, or you want to refine and expand your understanding, but you don’t know where to start? Well, the blogosphere’s one good place to start learning, but it’s become a crowded, confusing place, clogged with blogs of disparate quality and written by people with motives that are less than mostly … Continue reading »
6 ways to screw up with social CRM
By Chris Bucholtz Some things are more digestible in numbered groups: the five stages of grief, the 12 days of Christmas, the seven habits of highly effective people, the four horsemen of the apocalypse. Here’s one for you: the six ways people screw up social CRM. That’s not just a random grouping I came up … Continue reading »
Exceptions vs. Understanding: How Customers are Getting Smarter About Comments
By Chris Bucholtz Last night, I was seated at the bar of the 1400 in Alameda (housed in the historic pre-1900 Croll’s building), battling a crab dinner to the death. It’s hard to be dainty when eating a whole crab, what with the cracking and slurping and clinking of tiny forks and whatnot. Luckily, the guy … Continue reading »
Customer-centricity starts with honesty, and honesty starts with leadership
By Chris Bucholtz Dr. Natalie Petouhoff is fond of saying, “The fish rots from the head.” She often uses it in describing failures of customer service that stem from shortcomings of leadership. Without executive buy-in, all the insight a service organization may uncover will never be translated into improvements to service processes. But that’s the … Continue reading »
The new ROI of social: Risk of Irrelevancy
By Chris Bucholtz Social CRM, or at least the business use of social media, is by now accepted by virtually every organization – even by those who aren’t yet actively engaging in social activities. Social is a given by now, if only because it’s a crucial tool that’s being used by the vast majority of … Continue reading »
Tweeters Behaving Badly: Why You Need To Think About Personas as Part of Your Social Media Strategy
By Chris Bucholtz One of the things social media allows us to see clearly and instantly is that some people don’t get social media. I see this every day in the CRM Outsiders Twitter feed (we’re @CRMOutsiders, by the way). Many of the people following us and being followed by us pre-date my arrival, including … Continue reading »
Can you sell with social? Only after building a solid relationship
By Chris Bucholtz As I keep saying, there are as many ways to use social media for your business as there are businesses. The best way to use it, of course, will be based on the behavior of your business and on the behavior of your customers. It will not be based so much on … Continue reading »
Jonathan Stark – Social Experimenter or Marketing Genius?
Jonathan Stark is currently running a very interesting Social sharing experiment. He has published his Starbucks card for anyone to download onto their smartphone, and is allowing people to buy coffee on him. Really. No Joke. The Mobile Applications consultant, from Providence, R.I., has asked that people keep their purchases to $3 or less and … Continue reading »
