Author Archives: Marcio

Not Love at First Sight I met Twitter for the first time a year ago today.  I was not particularly impressed after our first interaction. I don’t think Twitter was either. It did not talk back to me. I could not have predicted then that a year later it would take such an important roleContinue reading “Twitter and I. Our first Anniversary”

I have recently written about how moving to a social business model requires us to shift our thinking on metrics and accountability. My argument has been that metrics need to reflect the real business impact (the example was Customer Service being credited for new business because it was result of referrals by happy customers). But partialContinue reading “Focus on Mission, Deliver Customer Experience”

The adoption of Social Business models has to start from the inside-out. As we get to the last days of 2010, we need to recognize that this was the year we reached peak of  inflated expectations for Social-Everything. Small and mid-sized companies were told they needed to use Social Media and many went on toContinue reading “Social SMB – Be more Open in 2011”

Asking for Customer Feedback is different from Listening Last night, I was in the Customer Service Twitter chat that happens every Tuesday at 10PM PST. I truly recommend this lively, fun, and insightful conversation to anyone interested in Customer Service. Yesterday’s discussion was: “Do surveys after a Customer Service incident improve the customer relationship?“. HereContinue reading “Social Media: The Impact on Customer Surveys”

When we read about the impact of Social Media in Marketing, we see mostly one of two extremes: Social Media is just another media (nothing changes) or; Social Media changes Marketing (everything changes) We live in the real world. So, what is the impact of Social Media in Lead Generation programs for SMB? It isContinue reading “Social LeadGen for Real-World SMB Marketers”