Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked forContinue Reading
Blog Tip #1 – The Why? Measurement, motivation and me
It may surprise you to learn that as a ‘more occasionally than I would like’ blogger and lets face it ‘occasionally lapsed’ blogger (according to my chum Robert Rose) I am asked for advice aboutContinue Reading
Klout; your score is 100 MILLION
Like just about anyone and everyone who writes about social media, I am going to jump in with a point of view on the reports that Klout will be acquired for $100m by Lithium. I’veContinue Reading
Social Media; The new “it’s not what you know”?
A lot is written about the risks your social media presence can have on your current or future career, the ill advised Facebook photo, a slightly ranty tweet or a staring role on YouTube –Continue Reading
If You Love Your Content, Set it Free!
I’m sitting on my deck, the sun is out, I have a cup of tea resting on the broad arm of my adirondack chair. After a cheery wave to my neighbour, with my favoured mobileContinue Reading
Email as a Mobile Engagement Strategy?
I have found this great app for my iPhone. It’s a great newsreader, it pushes essential blog posts so I can catch up even when disconnected, it connects me to Twitter and Facebook, I canContinue Reading
If You Get Social Media Engagement; Say My Name..
Last week I had a splendid experience flying British Airways. I am shallow enough to admit that on this occasion “splendid experience” does indeed include an upgrade, but it doesn’t always with BA. I amContinue Reading
Personality goes a long way….
In this post I would like to explore personality in content marketing and the digital customer experience, but I am going to start with my kettle. Moving into a new house from the UK, weContinue Reading
Is the C in CXM actually Credibility?
I don’t often talk directly about my day to day work here on this blog, but I’ve just come back from a management team meeting and as we discussed our messaging and our own customerContinue Reading
That Great Blog You Used to Write
This week I was at Gilbane Boston and as I gorged on the bountiful smorgasbord of ‘key takeaways’, inspirational quotes and great conversation at this CMS industry love-in – I was disarmed by possibly the quoteContinue Reading
Is your Audience Through the Social Media Keyhole?
According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes onContinue Reading