Its called social for a reason -- because interaction is part of what makes it different from broadcast media. And, that interaction with brands ought to be based on hearing what others say -- not just the cranky ones or the customer support issues, but the happy and proud brand advocates. Mack Collier has lots to say about that as he has been championing turning customers into fans for a... Read More
Tag: listening
We’re off to see the Wizard, The Wonderful Wizard of Oz Social media command centers; are they hype or real. Is it a showcase or delivering value. My answer: depends on how you set it up, and how seriously you care about listening to what your customers have to say and what matters to them. With the latter view, listening to understanding and acting seems to me to help scale the... Read More