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A Decade of Facebook: 10 Things the Social Network Changed Forever

Ten years ago Tuesday, Facebook launched in the Harvard dorm room of the now infamous Mark Zuckerberg. Today, the social networking site boasts 1.23 billion members worldwide (1 in 6 people) and has 350 million photos uploaded and 6 million “likes”...

Posted February 5, 2014    

Who's Talking About Syria on Facebook? An NBC News Data Analysis

In an exclusive peek into Facebook worldwide user data, NBC News found that an overwhelming majority of the 10 million posts last week mentioning Syria came from Americans.The data showed that from Aug. 31 through Sept. 6., 66 percent of posts...

Posted September 9, 2013    

PSEG Case Study: A Utility Changing Customer Experience Standards

PSE&G, a regulated utility that delivers gas and electric service to more than 70 percent of New Jersey, is a great example of an energy company thinking innovatively in terms of customer experience. In short, the utility was looking to...

Posted May 18, 2011    

Microsoft’s ERP Headed to the Cloud – Small Business Game-Changer?

With over 9,300 attendees from 36 countries filling a room at the Georgia World Congress Center, Microsoft CEO Steve Ballmer outlined the news this morning that their Enterprise Resource Planning (ERP) technology would be headed to the cloud (among...

Posted April 11, 2011    

Microsoft’s ERP Headed to the Cloud – Small Business Game-Changer?

With over 9,300 attendees from 36 countries filling a room at the Georgia World Congress Center, Microsoft CEO Steve Ballmer outlined the news this morning that their Enterprise Resource Planning (ERP) technology would be headed to the cloud (among...

Posted April 11, 2011    

Harnessing the Power of Twitter—Twestival 2011

When Amanda Rose began was organizing a London Tweet-up with some of her friends in September 2008, she came across some interesting results. By connecting with the right people on the popular social network, she was quickly able to grow an event in...

Posted March 23, 2011    

Qriously: Real-Time Sentiment Analysis & Social Tracking

Sentiment analysis is important in a digital world, but what added value would it offer if brands were able to identify not only what people were thinking about, but also when they are thinking about it and where? Imagine a group of consumers...

Posted March 4, 2011    

Qriously: Real-Time Sentiment Analysis & Social Tracking

Sentiment analysis is important in a digital world, but what added value would it offer if brands were able to identify not only what people were thinking about, but also when they are thinking about it and where? Imagine a group of consumers...

Posted March 4, 2011    

Vistaprint CEO Robert Keane on Small Business Success, Globalization, New Age Digital Marketing and the Future of the Business Card

When Robert Keane launched Vistaprint in 1995, he never could have envisioned it would become the world’s leading provider of printing services to small businesses. What are those printing services? For many, it’s all about the low-cost business...

Posted February 22, 2011    

Formalizing Social Customer Service: a chat with Cisco's John Hernandez

Everywhere you turn, companies are talking about the importance and renewed focus on customer loyalty, customer experience and really managing and cultivating those relationships. While social media has made it considerably easier for companies to...

Posted February 9, 2011    

Bridging the Marketing/Customer Care Divide - Thoughts from #C32011

Dan Miller (@dnm54) and Greg Sterling (@gsterling) from Opus Research (@opusresearch) put on a unique, intimate and thought-provoking conference last week in San Francisco built around the challenges and opportunities facing different companies as...

Posted February 7, 2011    

MomentFeed: Making Sense of LBS for Business

According to many pundits in the social arena, 2010 was the year of Location-Based Services (LBS). Companies like Foursquare, GoWalla, Whrrl, SCVNGR, Yelp, Loopt, Stickybits, Mytown and many more startups took over the space. And of course, Facebook...

Posted January 20, 2011    

Q&A with Catherine Blake, Founder/President of Sales Protocol International

A few weeks back at the Inbound Marketing Summit (#IMS10 on Twitter) in Boston, I had the pleasure of catching up with a sales and marketing professional who is doing things a little differently.Catherine Blake is the Founder, President and only...

Posted October 25, 2010    

Q&A with Aaron Smolick, Senior Director of Marketing, Compete.com

Compete is one of the leaders in web traffic analysis, perhaps best known for publishing the approximate number of global visitors to the top one million web sites. And while Google Analytics is great to understand your site’s traffic, bounce rate...

Posted October 8, 2010    

Stories of Customer Service Failure - Boltbus

Just a quick note in customer service failure, from a company I'd never have expected it from. As anyone who lives in New York City can attest to, owning and/or driving a car just isn't a good idea or feasible from a cost-perspective. So when city...

Posted August 23, 2010    

Everything Starts With the Social Customer Insights

This morning there was a great presentation by thought leader Ray Wang (Twitter: @rwang0) of Altimeter at CRM Evolution 2010 highlighting the new rules of Social Business and Social CRM, and how the keys are relationship management and reengaging...

Posted August 2, 2010    

Improving Customer and Fan Experience at Ballparks

How many of you have stood in line at a ballpark concession stand, only to miss multiple innings, home runs or game-changing plays in the ballgame you spent so much money to attend? Why, in a world where people are looking at their computers and...

Posted July 22, 2010    

Free CRM for the Papa

 In a move by Papa John's and their digital advertising folks comes the latest and greatest way to utilize Facebook's "like" feature (for those who didn't already know, FB no longer allows consumers to become fans of a business but can 'like'...

Posted April 27, 2010    

Partnership Marketing Promotions via Email

 Recently I received an email from JetBlue, where I am a loyal customer and TrueBlue rewards member. That non-exclusive membership has garnered me free flights and upgr

Posted April 14, 2010    

Amtrak Plays its Cards Well

 Based on the experience of myself and many colleagues, Amtrak has had a mixed track record when it comes to customer service and consumer experience. Perhaps it was antiquated customer service systems, because they seem to understand the...

Posted April 9, 2010    

 
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