All posts in Customer Community

You Can’t Control Customer Behavior Online

American Genius published an article, “Corner Bakery Cafe forbids photography inside their restaurants, ‘it’s policy.’” It is another cautionary tale about bad decisions with regard to customer engagement and misguided social media policy. The Corner Bakery Cafe forbids photography inside their restaurants. As author Marti Trewe says in the article, and I agree,“Unfortunate and misguided.”…


Saving Customer Service Costs [Infographic]

Today’s socially enabled web is changing customer service and support. In fact, it is the very thing that has so many in Public Relations and Marketing scratching their heads. Service and support are the result of a medium (social media and social networking technology) that is bidirectional. Customers are not just in control of the message, they are expecting you to…


Why We Love Slow Donnie (David Cross) on “Just Shoot Me”

Work should be fun.  That means a lot of things  – like caring about your work, being more engaged and being more productive. You can accomplish some of this by working on things you love and enjoy (making work less work?). You can accomplish it by communicating in less frustrating ways and making it easier…


Seven Reasons to Move to a Social Business Model – Before Your Competition Does

To tweet or not to tweet? That seems to be the question facing countless businesses today, and it’s a question that is becoming a dilemma for many executives. They’re faced with a tough decision: is it better to suffer the “slings and arrows” of the social space, in spite of the risks? Or are their…

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