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Back in the Saddle
I’ve been busy with client projects and client generation and have let my blog postings slip since February. But I’m getting back in the saddle again and plan on posting new articles at least once a...
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How Strategic Social Customer Service Generates and Preserves Revenue
The slide deck below is from a presentation Dr. Natalie Petouhoff and I did for the 2012 Customer Service Experience conference, which was an offshoot of CRM Destination. In it, we discuss how social...
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Social ROI Case study of Rocky Mountain Hotel
For the 2012 Mountain Travel Symposium, I joined a Measurement panel to discuss various topics related to…well…measurement. For my part, I centered on factors needing consideration to determine the...
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Social Maturity of Mountain Travel Industry
John Runberg, Partner with BCF, and I surveyed attendees of the 2012 Mountain Travel Symposium to determine the level of social media maturity of this travel industry niche. In the presentation that...
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Social Measurement -- Considerations and Solution Selection
Companies engaging in online social conversations need a good social monitoring and analytics solution so they can monitor conversations occurring about their company, products, and services across the...
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Kudos to Squarespace During Hurricane Sandy
There are a lot of reasons why I love using Squarespace to host my website and I blogged about many of the reasons here. Additionally, Hurricane Sandy showed yet another reason. During and in the...
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Tips to Lead Successful Corporate Change
Change is stressful, even welcome change, because it challenges people to be different than they’ve been before. That’s an uncomfortable place to be until people absorb the new ways of being or doing...
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The Makings of a Great Business Intelligence Analyst
My gal pal and I got into a deep discussion on aptitudes the other day. According to smarty pants Johnson O'Connor folks, Aptitudes are natural talents, special abilities for doing, or learning to do,...
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Why, what, and how of marketing measurement
Most marketing folks are creative types. You know, the kind of folks who see spreadsheets and break out in hives because…numbers. I get it. I do. Because any day of the week, I’d rather see pretty...
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Tips for a successful Salesforce.com implementation
Yes! You can have a successful Salesforce.com implementation that leads to user adoption and buckets of benefits for your company. It takes a combination of leadership, planning, and communication. I...
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