Marc Meyer

The Intersection of Customer Service and Social Media

The conversational divide… I have a couple of quick questions: Does social media allow customers to get their issues resolved quicker than if they were to use traditional means? Does whining via social media move you to the head of the line? In a recent...

An Open Letter to a New Social Media Consultant

Below is an email response I gave to someone I did not know who is determined to reinvent themselves and reposition their very talented skills in the social media arena. Dear _____, you’re right, most companies don’t understand what it takes to be...

The customer experience slips through the cracks for Regal Entertainment Group

Yet another cautionary tale. Crisis management, contingency planning, reputation management, leadership, why are these so hard? why are they so hard to grasp, to fathom and to implement? Maybe there is a perception that because they don’t figure into the day to day operations of...

Why are companies allowing you to operate without a net in social media?

And yet it’s happening, alot! According to a May 2010 study by Digital Brand Expressions, 59% of social marketers are operating “without a game plan.” How is that possible? I’m not sure who is at more fault here, the marketer or the...

Your customers are not using Social Media-Case Study

I was talking to an SMB owner the other day who is doing everything that he is supposed to do in regards to social media usage for his company, and doing it seemingly correctly. By correctly I mean he has a Facebook fan page...

Monitoring “G”

I was pulling some info about tomorrow’s #hashtag social media host Shel Holtz when I came across a video on his Posterous page about Gatorade’s  brand monitoring war room. The video is well done and I love how they are investing time and effort in...

Internal/External buy-in to social media is tougher than you think

Interesting how the intersection of what I’m thinking coincides with what others are too. Take for example the Forrester “social maturity” survey which wants to know which companies are ahead of the curve in implementing social technologies for both external use (i.e., for...

The Social Media Press Box

When things are going good we don’t need to do anything. Maybe.  That’s what a lot of companies and people do. If it ain’t broke, don’t fix it. So somewhere along the line, the Cleveland Indians have decided to “fix” something. According to ESPN...

Most Twitter users don’t tweet-Is that a problem?

Twitter COO Dick Costolo who was speaking at the Conversational Media Summit in New York City, offered up that Twitter is now attracting 190 million visitors per month and generating 65 million Tweets a day. 65 million tweets a day. That’s pretty cool....

Social networks are redefining what a friend or a relationship really is

This is a post where I am right but so is Brian… So yesterday I was talking via Twitter with Brian Dresher, the manager of  social media at USA Today. The discussion brought on by this tweet/thought: Brian followed that thought up with mentioning that…

Web 3.0 infograph

No matter how great a social network might be, bells, whistles and what not- It doesn’t happen without people. It lives and dies by what the users do with it. How many great start-ups and applications die on the vine because no one knew...

The Value Myth of Social Media

I was reading the post 7 social media truths you can ignore this morning when I was struck by one of the last things mentioned in the post which said, Provide Value. As soon as I saw that, I had to get this thought out.…

Is social media marketing too labor intensive?

I was looking at a list of clients that I had worked with over the past couple of years and it’s well over 40. It’s not a big number, but what caught my eye was that I had created a matrix of what...

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