Join us Wednesdays at 1pm ET, and jump right in .. our conversations will get you thinking.
IMG_1267 November 18, 2014

Customers expect better in 2015, are organizations ready to provide it?

November 12, 2014


We (people who contribute to the customer service conversation) work hard to create better customer experiences, look to generate improved metrics, fewer pain points, adding additional tools to help provide service...and yet, "customers aren't feeling any better." It should certainly cause us to pause and ask ourselves a few questions about our customer service initiatives for 2015. The monthly "Customer Service" feature on Social Media Chat will provide an opportunity to collaborate on achieving the ultimate customer service success - satisfied customers. Join the conversation #SMChat at 1pm ET on November 12th.

Wherefore art thou anonymous?

October 31, 2014



TODAY’S Chat Transcript The concept of online virtual identities is as integral to the Internet as the very protocol (Hypertext Transfer Protocol) that underpins its communications infrastructure. And even if you’ve been living under a rock the past 20 years and wake up to this current brave new mobile world, I’m pretty sure you won’t even bat an eye once you start getting […]

Posted in: Mobility, Social media

The Collaborative Web: Are We Unlocking its Potential?

October 29, 2014


Is socialmedia unlocking the exchange of ideas?

So you’re on the internet minding your own business.  You see a tweet that inspires a second look.  A few RT’s and tweets later, you are delving into new conversations and new ideas with new people that wouldn’t have happened if it had been up to us to plan it. Call it serendipity, or blind […]

Posted in: Collaboration

Social Change and Culture: Is it a Question of Values?

October 22, 2014


Where do we find the energy for social change?

We know it’s important to establish and connect with stakeholder values when we grapple with large scale change.  At the core of our efforts there must be an emotional call to action, focusing our efforts and motivating our actions over the long term. Culture has lots to do with our inner value systems. Much has […]

Posted in: Social Change

Social Media Influence in Marketing

October 14, 2014



This framing post is going to be a bit frenetic so I thought I’d start you off with a picture of a soothing grey day at the beach to calm your nerves. I met Eric Hoffman in 2009 at the best marketing conference ever. It was an influential event for many marketers and after returning […]

Posted in: Marketing

Customer Service Week is a Great Time to Focus Your Efforts

October 8, 2014


Did you know it is Customer Service Week? And even though it wasn’t planned, it coincides with the SMChat monthly Customer Service feature at 1pm ET October 8th. Customer Service Week is a great time to examine your customer service metrics, standards and initiatives.  It is also important to recognize the customer service professionals within […]

Posted in: Uncategorized

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