A social media myth: Do we really need to “listen to our customers?”
“Listen to our customers” is standard advice before launching any social media project but in some cases this is bad advice.
Finally, the truth about social media and customer engagement
Where should we have our social media presence to optimize customer engagement? Snapchat? Facebook Live? Twitter? Maybe we’re asking the wrong question.
The evolution of social media analytics
A rare insight into the future of social media’s evolution with Dell’s chief strategist
The hidden costs of social media conversation
It’s all about the conversation. Have you heard that a thousand times? It’s a ubiquitous mantra of the social web to the point where sometimes I think it takes over as the ultimate goal.  It’s not the goal. The goal of any organization is to increase shareholder value … a.k.a. make money. Even non-profits. Whether you work […]