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Social Support Fails [CARTOON SERIES]

The unsettling thing about the conversation surrounding social support is that some companies think they have a choice whether or not to adopt it. Companies still trying to serve their customers in the old school ways depicted below are going to...

Posted March 8, 2014    

Community Managers Are the Superheroes of Their Companies [INFOGRAPHIC]

Happy Community Manager Appreciation Day (CMAD)! Today, and every day, Community Managers are some of our favorite team members. They’re constantly working for justice for their customers, while embodying the personality of their brand. It’s a job...

Posted January 27, 2014    

The Customer Experience Advice That No One Is Giving You [VIDEO]

This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here.Dr. Natalie Petouhoff is a consultant who has spent a large chunk of her...

Posted January 22, 2014    

Broadcast Marketing Is Dead [VIDEO]

It’s the greatest irony in marketing — none of us likes to have blatant advertising messages broadcast down our throats. Yet it’s so easy to forget when it’s our turn to market to our prospective customers.  The promise of all the social...

Posted January 8, 2014    

The Best Time to Start Swearing at Your Customers [VIDEO]

Ahhh, the age old question — when is it appropriate to swear at your customers? After all, odds are they sometimes swear at you (especially if they're from Ohio, or so the data suggest!). Some would say it's never OK to swear at your customers, but...

Posted December 19, 2013    

Building Influence in the Social Business Ecosystem

One of our favorite things about Salesforce’s annual Dreamforce conference is the people it draws and the wealth of knowledge, experience, and perspectives that they bring.  Even for San Francisco, the quantity and caliber of founders, analysts...

Posted December 15, 2013