This week, I read an online comment that Customer Experience is a part of Customer Success. Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience. Each discipline has its own idea. The Customer Experience vs. Customer Success debate has been an interesting [...]
A few weeks ago I had the honor of being the guest on #AtomicChat, which is hosted by Atomic Reach. The chat occurs every Monday evening at 9pm EST. I encourage you to check out the chat especially if you are interested in how to be effective in social media and content marketing. The subject [...]
Do brands actually engage on Twitter? In my conversations with several people over the past month, the answer seems to be a resounding "not well". I hear "they are more interested in talking about themselves" a lot. Even though Social Media Examiner's 2013 Social Media Marketing Industry Report states that 88% of marketers want to [...]
Digiday had a great post about how brands define engagement. Is the definition they provide in theory or practical? And, what if you don't have a top brand? Does the definition change? So, what say you?