Category Archives: All Articles

Last week I wrote about Customer Service and Twitter and argued, among other things, that first experiences with social media are not necessarily sustainable. There is unrealistic optimism that social media can solve all problems in Customer Service (and Marketing, of course). Now, when we come to use of social media by B2B sales people, weContinue reading “Social Media and B2B Sales – Change is coming”

This post discusses the use and long-term role of Twitter and other social media channels in Customer Service.

This post discusses the protocol of social media communication.

This post discusses the importance of consistency in Customer Service, both from interaction to interaction as well as cross-channel

This post discusses the fact that people and culture, not tools and technology, are the most important aspect of creating a collaborative environment.

This post discusses how Social Media can help to scale personal engagement in Sales and Marketing.

This posts discusses how traditional media market segmentation transposes to social media for marketing campaigns.