How to Gain Knowledge from the Online Community
As employees today have increasingly free reign to connect and share data online, the amount of untapped organizational knowledge grows…
If you are now the CEO
Imagine that you are now the CEO. Further imagine that your organization is underperforming. Worse yet, your organization has low…
Competition is overrated
Your #1 competitor starting out will always be the BACK button, nothing else. – Garry Tan Suppose you have an…
The Power of Transactional Messaging
Transactional messages are essential to drive effective engagement. People expect you to follow up with them for a variety of…
Four Essentials for Enabling Pattern-Based Strategies
Economic turmoil has brought widespread recognition that businesses must improve their ability to identify and act on signs of change.…
Up in the Air
Did you see the movie Up in the Air starring George Clooney? Those of you who have not seen it…
Customer Experience: Children’s Hospital of Philadelphia
I'm writing this post from my 14 year old daughter's room at the Children's Hospital of Philadelphia (CHOP). I've been…
The Disconnect Between How Vendors and Strategists Approach Social CRM
After spending a lot of time speaking and interacting with vendors and strategists in the Social CRM space it became…
