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New Communications

The State of Social Marketing 2012

The following report is brought to you by the Pivot Conference taking place in New York on October 15-16, 2012. You can download a full copy of the report for free by clicking here. At the end of 2011, Social marketing stands at a profound crossroads. Some organizations are finally embracing the importance of social networks and, as a result, increasing investments in creative engagement, marketing, and service programs. Others see the future value, but lag behind in execution. At…

How to Make Customer Service Matter Again Part 2

Part 13 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing…

The Force Behind Successful Brand Journalism

Guest post by Todd Blecher, Communications Director, The Boeing Company Much wisdom did Yoda accumulate. But experience with social media I think not the Jedi had. Yoda’s insistence that we “do, or do not. There is no try,” to brand journalism does not apply. When it comes to brand journalism the instruction should be “Try. There is no do or do not.” In fact, since April, 2010, when we transformed www.boeing.com into a brand journalism platform, we’ve been all about…

How to Make Customer Service Matter Again Part 1

Part 12 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Over the years, customer service has been something of a paradox within the organization. The name itself inspires dedication to helping people. And while that is the intention of customer service professionals worldwide, customer service as a line item in business accounting has often placed it in the hands of outsourced organizations, under-qualified personnel, or in the hands of…

You can’t go back and create a new beginning, but you can begin to change the ending

Part 11 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. There are those who believe social media is the catalyst for a new genre of business and that it will ultimately change how companies engage with customers. Others believe that for the organization to truly matter, it must adopt a culture of customer and employee centricity. Then there are those who study the evolution of consumer behavior and market…

The Rules of Smarter Engagement

To celebrate the release of my new book, The End of Business as Usual, I recently hosted a discussion on behalf of Vocus on how businesses should rethink a marketing-driven social media approach by not just engaging, but activating a market-driven strategy defined by smarter, more meaningful engagement. More than 1,000 people attended the event and while I tried to answer every question, many were left unaddressed because of time constraints. This post tackles some of the recurring questions we…

Dunkin’ Donuts Uses Social Media to Improve Customer Relationships and Experiences

Dunkin’ Brands is a customer-centric business and has earned a community of loyal supporters over the years. If “America runs on Dunkin’,” or if it is to continue to do so, the company must continue to earn the time, attention, and support of customers. As their behavior and preferences evolve, Dunkin’ to must rethink its customer approach to remain part of its customer’s daily routine. Tyler Cyr, Web Communications Manager, Dunkin’ Brands shares how social media helps continue and improve…

Your customers will share their experiences and they will influence the decisions of others

In The End of Business as Usual, I review in detail how markets are evolving and what businesses need to do to earn relevance among a different breed of consumer. For those who struggle to make the case within their business or organization, to not just engage consumers online, but evolve business philosophies, practices, and systems, to truly matter, this is your guide. In the end, your customers will share their experiences and they will influence the decisions of others….

To be successful in business, you need to see what others don’t

I can’t believe that The End of Business as Usual is now officially available. To celebrate, I’d like to share the words of those who helped support its launch. First up is Mark Cuban, someone whom I greatly respect and someone who has shown that vision, passion, hard work and taking risks are the keys to unlock success – however you define it. “To be successful in business, you need to see what others don’t. Start with this book. Someone’s…

The End of Business Isn’t The End of Strategy

I asked Jason Falls for a guest post to mark the release of his new book, “No Bulls–t Social Media“ Few can argue with the umbrella point of Brian’s latest book. Technology and the reclaiming of the marketplace by consumers has brought about the End of Business As Usual. Companies are collaborating internally, with customers and even one another far more than ever before. Businesses are becoming social, not just using social media. We’re conducting business in a new world….

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