Category Archives: Social Media

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A boundaryless organization is not defined or limited by it predefined structure. It embraces its customers, partners, suppliers and establish transparent relationships to co-create value.

What you can learn about social business in the Farmer’s Market Saturday mornings is farmer market’s day Guarulhos, Brazil, where I grew up.  My mom is a customer of this particular meat stand for more than 35 years now. Last week I was in Brazil and woke up early on Saturday to accompany her grocery shoppingContinue reading “Business and Relationships”

This post discusses the usefulness of general social media engagement scores like Klout and Peerindex.

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