The principles are easy: set the right expectations, then meet or exceed them and your clients will be happy at the least, and become champions for your product and/or company if you’re really awesome. So why do so many companies fail at providing stellar customer service? Because they set expectations to exceed what they are…
Driving behaviour by metrics; a Google Page Rank discussion Or, driving results through defined strategy by encouraging the right behaviours using the right indicators. What happens when you drive behaviour by measuring activity? You get more of that particular activity, regardless of quality. When the activity isn’t as easily measured, then we start looking at…
Personal or Professional: Why not both? When it comes to social business, there’s little difference between “social media” and “real life”. Social media has blurred the lines of professional versus personal. Some businesses, like LinkedIn, have attempted to clarify those lines once again by focusing on one side or the other. However, that intended focus…
Know your audience It seems like such simple and straightforward advice, doesn’t it? Knowing who you are talking to isn’t much of a stretch, most of us think we know exactly who we are talking to via social media, but do we really? Your audience may or may not be who you think they are. …
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