More Community Management Best Practices

April 25, 2011

Following up on my recent post on community management best practices, I thought I would share some additional tips and advice – based on my own personal experiences. Building an online community for your company and brand isn’t rocket science. That being said, there are some simple steps you can take that will facilitate growth [...]

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See You in 2015!

April 19, 2011

We are going through some amazing, transformative times in the business world. I don’t think it’s a stretch to use those words. Digital technology and social media are providing unprecedented opportunities for companies to truly engage and build relationships with stakeholder groups, on a very direct, personalized and humanized one to one level. It’s scaled [...]

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Every Customer Counts

April 15, 2011

I’ll be the first to admit that I’m not a huge fan of TV commercials, I tend to ignore them. I just don’t feel that most advertisers are creative enough in their messaging, nor are they infusing enough value  – through entertainment or relative, informative engagement – that is worthy of attention. That said, I [...]

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A Great Example of Customer Service by KLM

April 10, 2011

I would like to share an amazing example of customer service, and what can be accomplished when a business truly puts a customer – and not a brand, product or service – upfront and central in its core focus. This is also a great example of why businesses need to be listening to and participating [...]

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Nike+ – A Great Example of What Collaboration Can Accomplish

March 27, 2011

Today, I completed my longest run in about a year. Actually, it was my longest run since April 3rd, 2010 – when I ran 18.96km in 2 hours, 5 minutes and 29 seconds, at an average pace of 6 minutes and 37 seconds per kilometer. How the heck do I know that? Well, I record [...]

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The Role of Social Media in Disaster Response

March 22, 2011

It goes without saying that the disaster in Japan is an absolutely profound tragedy. Thousands of lives have been lost, and many thousands more adversely impacted, as a result of the earthquake and tsunami. Let’s hope that the current nuclear situation is brought under control, and that radiation effects are kept to an absolute minimum. [...]

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Community Management Best Practices

March 15, 2011

With online community management still in its nascent stages, I thought I would share some observations on how companies can best participate – and nurture true, genuine affinity amongst community members. It seems that things are very fluid at the moment, with even well-established brands being guilty of missteps. Of course, that being said, there [...]

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50 Key Takeaways from The Art of Marketing Conference

March 8, 2011

By all accounts, The Art of Marketing Conference held in Toronto on March 7th was a smashing success – as speakers provided the audience with cutting edge thoughts and insights on key marketing issues. Unfortunately I wasn’t able to attend, however thanks the willingness of a number of audience members to share what they were [...]

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The Hyper-Social Organization

March 1, 2011

It seems that we are only at the early stages of truly understanding how companies must adapt their business processes and resources to fully realize the potential associated with becoming a social organization. At the February 22nd Third Tuesday event in Toronto, Francois Gossieaux, co-author of The Hyper-Social Organization, shared some leading insights, supported by [...]

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Create Hype for Your Brand – Engage Cultural Curators

February 22, 2011

One of the more interesting events I attended during Social Media Week Toronto was an interactive discussion, “Cultural Curators – Creating and Controlling Hype in the Digital Age”, led by Daniel Berkal, Director of Knowledge and Insights at The Palmerston Group. Berkal provided insights on how things, such as brands, events, people or news items, [...]

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