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Social Media Branding: Are Employees Your Employees 24/7?

January 21, 2013 by Pam Moore

The truth is that there is no separation. As soon as you or your employees associate yourself or themselves with a brand, that social media branding association has been made.[read more]

Should C-suites and Boards of Directors be Exempt from Social Media Training?

December 26, 2012 by Shel Holtz

Early results of a study from Stanford Graduate School of Business’s Center for Leadership Development and Research—Social Media Use Among Directors and Senior Managers—show that only 34.2% of directors and executive management have even a modest understanding of the impact social and digital media have on their companies. Only 21.7% rated their own grasp of the issues around social media as “good.” Fewer than 15% of boards of directors see reports summarizing information gleaned from social media monitoring and metrics. The prevailing view: Social media is beneath them and should be confined to marketing and PR.[read more]

Clueless Hostess, Bankrupt Business.

August 4, 2012 by Micah Solomon

Photo by mikecogh via Flickr

In many businesses, it’s the front desk receptionist, the hostess, or another human greeter who welcomes and bids farewell to visitors, whether in person, on the telephone, or via email. So, it’s crucial that the person in this position convey a warm welcome when customers arrive and a gracious, heartfelt farewell when they leave...[read more]

Your Employees Need Customer Service Training

July 29, 2012 by Rachel Miller

Customers today demand world-class service. Is your center providing it? According to a recent customer experience report, there is a two in three chance that the service delivered at your center is OK, poor, or very poor. That leaves a lot of room for improvement! Only 37% of brands received good or excellent customer experience index scores this year...[read more]