Handling Complaints on Social Media – A Post Mortem

Posted in: Advice and ideas- Feb 27, 2014 Comments Off

I’ve had a lot of cause for thought about how Social Media is used for Customer Service this week.  It has led me to some very useful conclusions about what best practice looks like and how to build a formula for successful complaint handling – which is, let’s face it, the “pointy” end of engaging […]

Social Networking: When Loose Ties Draw Tighter

Posted in: Advice and ideas- Feb 13, 2013 Comments Off

Early on in my learning about Social Media I came across the concept of “The Loose Tie Network” and it has defined my understanding of Social Networking ever since (first explained to me by Kate @kcarruthers Carruthers  and Stephen @trib Collins .)  The simple idea is that the tenuous acquaintance afforded by Social Networks like LinkedIn and Network; […]

Social Themes Trending in 2013

Posted in: Opinion- Feb 11, 2013 Comments Off

One week back on deck after a long break in India and its very clear 2013 is well under way now, and I’m busy getting my brain around what 2013 holds in store for Social.  There have been a lot of “Social trends for 2013″ type articles and posts, but one that proved more thought […]

CEOs should Tweet from the Top…

Posted in: Advice and ideas, Opinion- Oct 27, 2012 Comments Off

[Originally posted at the Salesforce Down Under Blog] “Embracing social media isn’t just a bit of fun, it is a vital way to communicate, keep your ear to the ground and improve your business.” These aren’t the words of someone with a vested interest in Social Media.  These are the words of someone who knows: […]

Five steps to cultivating your ‘Amplification Cohort’

Posted in: Uncategorized- Sep 17, 2012 Comments Off

I talk to clients about a blog post “boiling up” and I had an instant boil-up when I saw this chart on @AdamVincenzeni’s blog the other day.  It’s a great chart that illustrates a number of key dynamics about social content sharing very well.  It represents well that cycle where a piece of content is […]

Social: instant global distribution network – just add Twitter

Posted in: Opinion- Jul 05, 2012 Comments Off

Almost every week now, there’s a new benchmark set in the innovative use of Social Media which keeps stretching your horizon of where the limits of this new technology are. Another one took place this week. If you’re not a Blur fan you would have missed this but it’s a powerful example of the way […]

“Life is Tweet”

Posted in: Opinion- May 06, 2012 Comments Off

[Re-posted from The Social Enterprise (Down Under) Blog.] I thought it was worth flagging this article which grabbed my attention.   It isn’t just the astonishing statistic that there are now more people on Twitter in the UK (10 million) than buying newspapers (9,002,963) – which in and of itself is astounding.  But it is the fact […]