How American Airlines Shows Their Social... As someone who makes their living working in social business, I’m always on the lookout for great examples of how big brands tap the power of social media to better serve their customers. Since I head social media for a big brand, tax giant H&R Block, I’m always on the lookout for great stories of...

Choose Wisely... Sometimes in our desire to be reactive to customers or clients, we tend to rush and shove anything we can into social channels. Because everyone is jumping on the bandwagon, the cries of “throw it up on Twitter” or “let’s do a YouTube video” can be heard around corporations...

Scaling Employees is Key to Social Succe... Courtesy of David Armano (@armano) As businesses rush to use social channels like Twitter, Facebook and others to interact and help customers, the issue they all must come to grips with is how they scale a free and open channel to engage as many of their employees to help the cause. This is no easy task...

Winning Back Customers... Garvey after "The Home Run" in 1984 Being a marketing/communications professional for an S&P 500 company like Intuit, I am always interested in hearing how others work hard to get and keep customers. Working specifically on the Quicken and TurboTax businesses, I interact with customers on a...