What Social Media/Social Business can learn from Marky Mark in 2011

The tabula rasa of each New Year provides us with one more opportunity to try again, try something new, change what wasn’t working and capitalize on what was.  It’s our collective recognition that a clean slate is necessary, that it’s never too late to start again. You might ask why, when social media is still … Continue reading What Social Media/Social Business can learn from Marky Mark in 2011

Business Beware: A Social Media Cautionary Tale

Most companies seek the “Good to Great” scenario–improving upon their current performance. Still, sometimes things go wrong–and they become teachable moments, touch points for future excellence. The following scenario should be one of them–a story of how things went awry and SNAP! Just like that, a business has someone ranting about them on a blog post. And if the ranters are valued customers, that’s not good. In my case, the customer service meltdown occurred at the heart of where hotels interface with customers: the front desk. Continue reading Business Beware: A Social Media Cautionary Tale