Posts Tagged ‘Communication’
Coming in Loud and Cloud: Podcasts
When I was a kid, I loved listening to the old time radio shows that my parents grew up with. The Shadow was my favorite. I loved the storytelling but I also loved the portability — I used to listen when I was mowing the lawn (on my old Walkman, if that doesn’t age me!).…
Read MoreWould You Say It If…
Social media has allowed us to connect and converse with those who we might otherwise never have had the opportunity. It creates the context for democratizing influence, giving voice to individuals on a mass basis. It’s exciting just to consider the good that can be accomplished as various (and yes, opposing) political and other viewpoints…
Read MoreHow to Be a Good Leader in the Digital Age
Leadership, like everything else in the modern age, just ain’t what it used to be. Everything is “digital” nowadays, but what that means goes beyond the singular devices and processes that we refer to as “digital.” Sure, apps, the cloud, 3D printers, smart TVs — these things are all digital innovations. However, as Wharton University’s…
Read MoreThe Essentials of an Effective Business Disaster Recovery Plan
If there’s any guarantee in life, it’s to expect the unexpected. Small businesses are the most impacted when it comes to disasters because they do not usually have a formal disaster recovery plan. As a result, 40 to 60 percent of small businesses close permanently after a disaster, according to Liberty Mutual Insurance. Do what…
Read MoreDon’t Cut Yourself Short—Go Long Form
In a world where 140-character tweets, Facebook posts, and USA Today style graphics are the range, it’s easy to assume that brevity is the key to great content creation. Add to that the reality that more and more of us are accessing our online news, social networks and other content via our smartphones and it…
Read MoreSilence Kills
I had to call United’s 800-number the other day to change an existing ticket. At each step of modifying my ticket, the customer service rep would have to key in some data and then there would be this long silence. I couldn’t hear him typing or even a single breath. I assumed he was still…
Read MoreAvoid These 3 Frustrating Marketing Errors
I collect marketing boo-boos like some people collect stamps or rare coins. Yes, I save marketing emails and other marketing communications from vendors that are either frustrating, demonstrate poor customer experience, or make no sense. I thought I’d share some recent examples, so you can see what to avoid! Example #1 As a Starwood Preferred and…
Read MoreThe Review is In
Last week we explored how customers have taken to the web, social networks and review sites when they have something to say about a company or any customer service need—good or bad. This isn’t just a retail problem. B-to-B customers can complain about you on Twitter or Facebook and there are new review sites cropping…
Read MoreNuance So Subtle We Often Miss It
Nuance is important to our ability to connect with impact to our customers and our people. Yet, too often, we miss it, or completely ignore it. Let’s start with what nuance is: 1 :a subtle distinction or variation “Nuances of flavor and fragrance cannot be described accurately …” —Scott Seegers “… these terms have certain…
Read MoreThey’re Talking About You on Social Media
I think it’s probably the understatement of our generation to say that the troika of the computer, Internet, and social media has completely changed the way everyone does business. Even if you own a single location, Mom and Pop shop – the Internet and social media touch your business. Whether you engage there or not.…
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