The Anna Karenina Guide to Social Media Success

Happy families are all alike; every unhappy family is unhappy in its own way.

Leo Tolstoy, Anna Karenina

 Is that really true?

Although Tolstoy is talking about families, we are taking some literary license and applying it to companies.  So the question we ask is: Are companies that are successful with their Social Media efforts, more or less following the same path?  At the same time, are those companies screwing it up are doing so in unique and creative ways?

With limited exceptions, yes and yes.

Most in the Social Media space can cite at least a few of the true industry leaders like Dell, Comcast and KLM.   They just seem to have their act together and have created an end-to-end social media experience that excites and energizes their customers.

So what is it they are doing so right? Keep Reading…

Why your Company Story Should Drive your Social Media

Humans love good stories.  We love to be caught up in the ebb and flow of the emotion of the tale.  When is the last time you were enthralled by a story like this: Boy meets girl; they fall in love; they get married; they live happily ever … [Continue reading]

A Response to Cathryn Sloane

Dear Cathryn, I suspect it's been a rough couple of days for you. While it is tempting to pile on, let me step back and offer a couple of observations and some advice.  First the observations: 1. You made some excellent points in your … [Continue reading]

The Role of Emotional Intelligence in Effective Social Media Utilization

In 1990 Peter Salovey and John D. Mayer published their influential article "Emotional Intelligence."  In it, they defined emotional intelligence as, "the subset of social intelligence that involves the ability to monitor one's own and others' … [Continue reading]

5 Ways To Lose Customers via Social Media

Social Media provides a remarkable opportunity to enhance the delivery of customer service. It also provides a means by which to fail on an epic scale. Here are 5 ways to fail using social media to provide service: Don't provide 24/7 coverage … [Continue reading]