Brand Loyalty, Apologies, Best Buy and More

I like positive customer experiences, but who doesn’t? It’s nice when a brand or company understands you and your needs. It’s refreshing when that same brand or company takes it a step further and reaches out to you—engages you. Simply put—it makes you feel valuable. And with the advent of social media, it’s a no-brainer [...]

Define Trust. Not So Easy, Is It?

Yesterday I presented at the Social Media & Community 2.0 Strategies Conference in Boston, where I was lucky enough to have some great folks attend my session. They asked thought-provoking questions and provided insightful feedback – which is always appreciated. One of my industry friends, Michael Pace, asked me a question at the end of [...]

Changing the definition of CRM – marriage, not management

Some companies really get customer relations and service and make it the lifeblood of their culture. Zappos, Virgin America, Southwest Airlines, LL Bean, Amazon, Starbucks and my local Walgreens are a few brands that come to my mind when I think of customer-centric brands. But why do they seem to be the exception rather than [...]

Persuasive Picks for the week of 01/03/11

5 Must-Read Reports on Social Media & Public RelationsTopRankBlog‘s Lee Odden shares a 5-pack of “brainfood” that should keep you busy this weekend! Need to learn more about how social media and public relations intersect? Visit this post for Lee’s pick of reports on the subject. StumbleUpon starts 2011 as the #1 source of Social [...]

Being Thankful in Business is a Good Thing – Brands that GET IT

We’d like to wish our US-readers a Happy Thanksgiving and send a HUGE thanks to all of our colleagues, clients, community and partners. We’re thankful for your support, your business and your respect. Over the course of the last two decades I’ve been told more than once that appearing too grateful in business can be [...]

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