The Importance of Customer Service

It’s known as friction. It’s anything that gets in the way of anything less than a stellar customer experience. Brick-and-mortar retail operations can’t afford to have any degree of friction come between them and their customers in this day and age. There are simply too many competitors vying for the same sales, whether that competition

Podcast: The Importance of Authenticity on Social Media in the Fake News Era

Fake news is all around us. Turn on the TV. Listen to the radio. Read the newspaper. Liars, cheaters and stealers abound. Who knows who and what to believe anymore? That’s why it’s more important than ever for businesses and brands to have candid conversations with their connections and constituents. Honesty has always been the

Red Tape and Social Media

Red tape. Unfortunately, it prevents many businesses and brands from making progress in any way, shape or form on social media. Whether it’s because too many chefs are in the kitchen or there is just far too much adherence to outdated rules, red tape can undermine the success of your very best efforts. The most

Social Media Isn’t Rocket Science

Social media isn’t rocket science. Yup. Using LinkedIn, Twitter, Facebook, Instagram and the like is easier than you think IF you make it a priority. But that’s just the problem. Many businesses, organizations, institutions and communities don’t get it. They are still giving short shrift to what they view as an unnecessary, newfangled way of

Video Rocks

People are asking me all the time now about my videos. They’re seeing my videos on social media and wondering how I do them. My answer is always the same… Recording my videos is easy. Most of them I shoot by myself with just my mobile phone and a selfie stick. Sometimes my wife, Barbara,

Video: Selfies on Social Media

Look all around you.

Selfies are being taken everywhere.

People are taking selfies at ballgames and concerts, at the beach and the dinner table, while parachuting and ziplining, in voting booths and business meetings.

Selfies are ridiculously popular in the era we’re in, a time when technology and culture have collided to make sharing pictures online both easy and customary.

Businesses and brands would be smart to capitalize on this trend, if they are not already.

Selfies are a great way to engage not just your employees and colleagues, but your customers and prospects.

Look all around you.

Everybody likes selfies.

Video: Will All Media Become Social Media?

In the future, will all media be social media?

That’s what some prognosticators say.

I tend to agree with them.

The Pew Research Center announced recently that social media had outranked print newspapers as a source of news for Americans.

Such a momentous milestone not only illustrates the prevalence, popularity and power of social media today, it’s a warning sign of what’s to come to those businesses and brands who still aren’t up to speed with online communications channels such as LinkedIn, Twitter, Facebook, Instagram, YouTube and the like.

Podcast: A Few Words with Christina Inge

At the New England Direct Marketing Association’s Marketing Technology Summit on December 3, 2018, I was so happy to have the opportunity to talk with Christina Inge about marketing, social media, her tech consulting company, Thoughtlight, and much, much more. Listen…

Rock Your Audience

I recently saw a ridiculously awesome movie, Bohemian Rhapsody.

You know the story. It’s about the legendary rock band, Queen, and their late, great lead singer, Freddie Mercury.

There’s a scene in this movie in which the band is developing the idea for their song, “We Will Rock You.” You know the song.

They wanted to engage their audience. They wanted their fans to be part of that song.

Watching that scene and listening to that song gave me a thought.

As it was for Queen in playing that song, it is for all brand and businesses.

You want to engage your audience.

You want to involve them in whatever it is you do in some way, shape or form.

You want to rock your audience.

Corporate Culture Counts

The importance of having a good, positive culture in the workplace cannot be underestimated.

The Boston Red Sox won 108 games during the regular season this year, the most in franchise history, and then cruised through the postseason to win their fourth World Series title since 2004.

The Sox had to compete against plenty of other talented baseball teams in 2018, but perhaps none had the camaraderie and culture the Boston team had in their clubhouse.

Maybe none had such a supportive, selfless manager like Alex Cora at the helm, either.

Talent and skills aren’t always the determining factors in winning.

Without the right culture instilled into the workplace, even the best teams – and businesses in general – can fall behind the competition.

Without a strong leader installed at the top, even the best teams can fall apart.

Businesses and brands, companies and organizations of all sizes, shapes and forms…ask yourselves if you have the culture and leadership in place to win in the marketplace like the Red Sox won on the field this year.

Corporate culture counts.

Transparency Beats Privacy on Social Media

You can’t have social media without being social.

And…you can’t really be social without being transparent.

That’s why transparency beats privacy on social media…every time.

Being private means to be holding something back, to be hiding something from public view…and ideally, social media is transparent, fully transparent.

That’s what I believe, anyway, and that was the premise…kinda sorta…of the 2017 movie, The Circle.

The Circle was based on a novel written by Dave Eggers in 2013.

The movie is about a tech company called The Circle which places small cameras everywhere to provide real-time video of practically everything.

It’s a little creepy, sure, and certainly scary for some.

But it is my opinion that the premise of the movie, the pros and cons of being fully transparent, is something that not only those of us in social media and marketing will be dealing with more and more in the future, but also society at large.

Brands, businesses, people who are using social media for professional reasons…those whose attention you covet will be far more attracted to you if you let down your guard and share who you really are with them.

They will respect you for being just like them, human, as opposed to being some far-fetched, unrealistic image of perfection.

That’s how it should be in both our professional and personal lives, if you ask me.

Share and share alike.

In my opinion, transparency beats privacy not just on social media, but in real life, too.

The Importance of Customer Service

The Importance of Customer Service

It’s known as friction.

It’s anything that gets in the way of anything less than a stellar customer experience.

Brick-and-mortar retail operations can’t afford to have any degree of friction come between them and their customers in this day and age.

There are simply too many competitors vying for the same sales, whether that competition is located down the street or somewhere on the internet.

Customer service can be the difference between success and failure.

Poor customer service is not only bad for business, it can put you OUT of business.

The best products, the best prices, the best marketing, the best advertising…can’t overcome an abundance of friction.

Satellite Stages on Social Media

I heard Bono on Sirius XM Satellite Radio recently say something about satellite stages.

His band, U2, uses these types of stages, often set up in the middle of the audience, to get up-close and personal with their fans.

That’s how it is for brands, businesses and anyone who uses social media for professional reasons, too.

Your website is your main stage, your presence on social media your satellite stages.

Use LinkedIn, Twitter, Facebook, Instagram and the like to give your own audience the opportunity to see and hear more from you as a human being, not just a corporate logo.

Put yourself out there. Connect with your followers. Engage with your fans.

Use social media like a series of satellite stages on which you display a more believable and authentic you.