Is Your Customer Service Killing Customer Loyalty?
November 2, 2012

As marketers, we spend a lot of time, money, energy and brain power designing and building programs that will drive inquiries, close sales or increase brand engagement. And once a sale is secured, we move into loyalty mode—lovingly nurturing that customer to buy more and buy more often in order to derive a long term revenue stream and ROI for the marketing investment. ... So what the hell is wrong with the customer service folks?

Dell, HuffPo Sued Over Mobile Messaging
August 22, 2012

Class action lawsuits have been filed against Dell and the Huffington Post over alleged violations of the Telephone Consumer Protection Act, it has been announced. The Huffington Post lawsuit was filed in the U.S. District Court, Northern District of Illinois, on behalf of anyone who received text messages from the Huffington Post after requesting that they, according to the announcement made by plaintiffs’ lawyers Gilman Law LLP. ... The complaint against Dell, which was filed in the Southern District of California, aims to represent people who received non-emergency, automated calls from Dell to their cell phones without their permission

iWin: How Apple Turned the Foxconn Scandal Into Another Way to Beat Its Competitors
April 3, 2012

Even when Apple loses, it still wins. The well-buffed image of the world’s most valuable company has been scuffed in recent months by investigative reports and activist campaigns ... On Thursday, the flood of bad reports continued, with the independent Fair Labor Association releasing the results of its probe of Foxconn, outlining the expected litany of abuses. But for once, this was not bad news for Apple. The company had sanctioned the FLA’s report, and its response was a masterstroke

Windows 8 First Impressions: It's a Game Changer
March 19, 2012

The PC needs saving. With Windows 8, Microsoft believes it has the magic cure. It just might. I've been testing a consumer preview version of Windows 8 for the past week, and it's unlike anything I've ever seen in a PC operating system. The stunning "Metro" interface just begs you to touch and interact with it. Beautifully designed apps, ultra-simple navigation, and instinctive commands make it hard to believe Metro came from the same company that brought us Windows Vista.

Twitter Plots Big Changes to Brand Pages
March 9, 2012

Big changes are coming to Twitter's "brand pages," the landing pages it offers to some marketers who also spend ad dollars on the network. Launched in December, the pages show the brand's Twitter feed and images, but Twitter plans to add experiences, including e-commerce, contests and sweepstakes, according to three executives familiar with the matter. The product will allow app developers to build experiences on Twitter, much the way they do on Facebook. The features will be contained within the brand's tweet timeline, a departure from the 140-character limit of a tweet or images and videos that can now …

Twitter Rolls Out Expanded Brand Pages for More Companies
February 3, 2012

Twitter has started rolling out its enhanced brand pages to more advertisers. The social networking site—which announced in December that it would be introducing Facebook-style brand pages for companies to customize and highlight content—has extended the platform to National Public Radio, NBC News, Volkswagen, The Huffington Post, Al Jazeera, Anobii and others, the company told Mashable. “Enhanced profile pages will continue to roll out to advertising partners, as well as other select partners, charities, media organizations and individuals,” Twitter spokesperson Carolyn Penner said.

101 Examples of Social Business ROI
January 13, 2012

A few years ago, I put together a list of social media marketing examples. The list contains 324 examples of brands putting social media to use and at that point in the social media industry's evolution, it was the best of what was around (and still might be). Now that initiatives have been in market, any reasonable business manager would expect to see program results. However, quantified results in social business and brands willing to stand behind them are difficult to find. But the truth is out there …

Database: Who Owns Your Followers? Time To Revise Your Social Media Policy
December 28, 2011

Earlier this fall, a judge ruled that a lawsuit filed by against one of its long-departed employees, Noah Kravitz, has merit. According to Eric Goldman's Technology and Marketing Law Blog, the company is suing Kravitz over three points, including trade secrets and misappropriation of the account. The ruling, reported by Goldman and the New York Times, states that Kravitz is liable for several hundred thousand dollars in damages, calculated at $2.50 per month per Twitter follower.

This isn't the first conflict over who owns your Twitter account, and it certainly won't be the last.

Courts Weigh Whether Brands Own Employees' Twitter Accounts
November 21, 2011

A court case over ownership of Twitter accounts has implications for brands that use their employees as social media spokespeople, as well as for marketers who use their personal accounts on company business Earlier this year we urged those running Twitter accounts for a company to do so in their own voice, and preferably under their own name, in the interests of genuineness and humanizing the corporate image. We still think that's a good idea.