I’ve written about this topic in the past, and am still amazed when I see companies as well as professionals continue to participate in social media without a strategy. Content with no schedule in mind or thought to their audience, posted randomly isn’t going move the needle. It seems as if they are speaking to […]Read more "Social Media Without A Strategy"
Only 37% of firms have a Customer Experience plan. Are we neglecting customers? As an executive, every day I hear how much customer service matters – when it goes well, when it goes badly – and I spend a good amount of time thinking about how to make things better for our customers. And yet […]Read more "Are You Neglecting Your Customers?"