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When Jackie Huba and I decided eight years ago to start a company, we envisioned it as a consulting firm that would help clients create customer evangelists. It was March 2001. We'd both just left the web development…
November 18 2009, 9:14am | Comments
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Twitter: the killer app for customer service
"Hello, this is Sam Kaufman from the AT&T Internet Executive Office, and I am calling about your tweets."That's what I heard yesterday after posting a few tweets about my less-than-stellar customer service experience with an AT&T DSL technical…
October 22 2009, 5:31pm | Comments
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How to create a killer conference
At the start of 2009, 7% of business meetings scheduled for the year had already been canceled. As the year wore on, it seems as if things only got worse for the conference industry. Thanks, Great Recession!So how…
October 9 2009, 7:20pm | Comments
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Facebook fan pages are the future
Facebook fan pages are the future for three reasons: They're free, easy to create and build a nearly instantaneous pathway to evangelists, prospects or the curious. When fans interact with a fan page on Facebook, that interaction is…
October 8 2009, 3:53pm | Comments
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Turning bad buzz around for Best Buy
Best Buy was in the news the other day for an oops. It offered a 52-inch HDTV that normally sells for $1,600 on its web site for $9.99. Eager web surfers gleefully pulled out their credit cards and…
August 13 2009, 10:10pm | Comments
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We had nifty comments to the original hype vs. excitement post, so here's an enhanced version of the chart featuring them. Hype is: Excitement is: An impossible promise A realistic promise Sales-driven Value-driven Exclamation points Passion Obnoxious Contagious…
July 14 2009, 5:49pm | Comments
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A very important part of what we do at We Are Social consists in helping brands engage in social media by having meaningful conversations with people and igniting positive word of mouth. So as I was watching Loïc…
May 27 2009, 3:31pm | Comments
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Over the years, we've featured several ways to apologize for service problems. This is my all-time favorite apology. Beth introduces us to Ramon De Leon, who owns several Domino's Pizzas stores in Chicago. Ramon apologized to a customer…
April 25 2009, 12:06am | Comments
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Strategic moments don't happen often but when they do, they're an opportunity for transformation.Amazon's big strategic moment was with the AmazonFAIL controversy. With thousands upon thousands of Twitter messages, blog posts and media stories creating a white-hot spotlight…
April 15 2009, 8:52pm | Comments
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