What I Learned Publishing My First Book

During a leadership meeting at work last January, my boss challenged his direct reports to identify a personal goal to achieve in the next year. Importantly, he also gave us a half hour to write down the specific steps we

How to Create a Social Customer Care Philosophy

Creating a Social Customer Care Philosophy is the first step to “Winning at Social Customer Care,” as outlined in my new book of the same name. A good Philosophy will be borne out of your company’s Vision, Mission, and/or Values,

28 Experts Predict the Future of Social Customer Care in 2017

Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that

Tracking Top Customer Service Companies in the Stock Market

It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in

My 5 Takeaways for Social Media Professionals from the Customer Service Summit

The Incite Group held its 6th annual Customer Service Summit in New York last week, and as is my custom at conferences, I live-tweeted (using hashtag #INCITECS) as a form of note-taking. This makes it much easier to share my

Cubs Manager Joe Maddon’s Advice for Baseball and Business

Chicago Cubs manager Joe Maddon has become a beloved figure in the city after just two years, and his frequent quips – dubbed “Maddonisms” – are often quoted on T-shirts and in the media. As the Cubs look to win