Becky Carroll
Measuring the Impact of Social Media
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post at the link above to check out the full list of posts from numerous well-known social media thought leaders. There are many ways...
Using Social Media to Build Relationships
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen...
The Bathroom Experience
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand? I have...
Influencers vs Advocates
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice "influencer outreach"; others suggest a brand advocacy program is paramount for an organization. In his recent book, Smart Business, Social Business, Michael...
How Zappos Affects Your Customer Experience
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the...
Killer Customer Service, or Customer-Killer Service?
A friend of mine has been a member of a particular airline's frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend...
How Marriott Says “Thanks” to Build Customer Loyalty
What does the content of your marketing communications say about how much your company values its current customers? Interactions with existing customers tend to fall into one of the following categories: a bill, an up-sell offer, a cross-sell attempt, or a renewal offer. There...