This Wednesday I am off to Social Media Marketing World in San Diego. It’s my first time attending, and I’m pretty excited to learn lots and connect with industry leaders at this very large conference attracting guests and speakers from all over the world. I have attended, and spoken at, many conferences over the years, and always found that preparation is key. It’s … [Read more...]
Seeing complaints as gifts on social media
A couple weeks ago I wrote a blog post that documented the negative social media and earned media fall out for Air Canada when a Westjet pilot came to the rescue with pizza to some very hungry Air Canada passengers. The AC flight had been re-routed due to poor weather, to and airport where food services had already closed, and since Air Canada had not provisioned for a meal on … [Read more...]
Three keys to small business success
In February I had the good fortune to attend the Small Business BC annual awards ceremony, celebrating excellence in small business within the province of British Columbia. It’s always an inspiration to hear about new business ventures, and frankly to be in a room with so many people out there “making it happen.” I deliver monthly marketing workshops for Small Business BC, so I … [Read more...]
Customer relationship management in the age of social
Social media has upped the game of customer relationship management. Gone are the days when you would write a complaint letter and wait for a reply, or leave a frustrated message on an answering service, often to be forgotten or ignored. Those complaints were one to one. Today’s complaints are quite apt to reach one to millions. Social media and smart phones have put … [Read more...]
The power of a connected workforce: 2017 trend to watch
Progressive organizations are increasingly harnessing the power of the connected workforce and their personal social networks. I did some work with Tourism Vancouver in this area last year, and I can personally attest to the positive results if handled well. But many businesses still hold the keys tight on who posts and tweets on behalf of the company. And sometimes it’s … [Read more...]
