Why I’ll Never Buy a Kenmore Again 1

Why I'll Never Buy a Kenmore Again

Aug

20

2012

We’ve all seen the blog posts and read the news stories about folks in digital media writing a complaint blog and how the brands do or don’t respond to them. As the leader of the social practice at a big brand (H&R Block), I’ve been on the other side of that equation. I’ve taken the ...
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Action Not Words · Featured Articles · WTF?

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How American Airlines Shows Their Social Clout

How American Airlines Shows Their Social Clout

Nov

21

2011

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 ...
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Action Not Words · Featured Articles · Social Media

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Choose Wisely

Choose Wisely

Dec

23

2009

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 throughout America. But more times than ...
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Action Not Words · Social Media

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Scaling Employees is Key to Social Success 1

Scaling Employees is Key to Social Success

Nov

16

2009

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 considering the size of ...
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Social Media

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Winning Back Customers

Winning Back Customers

Jul

19

2009

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 daily basis utilizing social media networks like Twitter, LinkedIn and Facebook. I do my best ...
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Action Not Words · Marketing

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