Don’t lose brand control in social media

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person...

Let’s NOT meet in the middle on Twittah!

If you were to describe the interaction between companies and customers on social media such as Facebook, the relationship status would read “It’s Complicated.” In fact, customers and companies often use social media for entirely different purposes. And the two meet...

Traveling? Tweeting can get problems resolved faster

As a Twitter-lover and customer strategist, I was thrilled to see the Wall Street Journal article with stories of bad travel experiences made better with Twitter. Who should read this article? 1) You love/use Twitter. 2) You want to know how companies respond to...

Score one for Twitter

Video more engaging on Twitter than Facebook or Digg According to a recent story, “Twitter users watching online video via the microblogging site keep their eyes glued to their computer screen for longer than those using Facebook or Digg, says TubeMogul.”...