5 things to do when social media reacts to you
Imagine being flashmobbed. Suddenly hundreds of people run into your reception area with chocolates and flowers and sing a song in your honour. What would you do? Or a crowd appears at your company’s gate and each person there shakes their fist and jeers everyone entering the building. Then, just as quickly, they’re gone.
It happens a lot. To firms all over the world. Not literally of course. On Facebook, on Twitter, on YouTube. Brands are hit by a wave of emotion, good or bad, that rolls in, and then recedes, leaving everyone affected breathless and confused. Continue reading to find out whether to step up or step back.
Why women are driving the rethinking of the sales model (amongst other things)
It’s extraordinary how so much has been made of the emergence of China and India and of the impact of new technology on the world’s economic wellbeing – and yet a factor bigger than either of these dynamics has been largely ignored.
The rise in the participation of women in the economy through full-time work – an economic force I refer to as “femonomics” – has contributed more to economic growth than either Asia or online globally, and yet the attention this has received pales in comparison to the space devoted to Silicon Valley and the rise of the subcontinent and the Red Dragon. Discover more about the world’s biggest market
Why should your customers report to your processes?
In a world where every business is a service business, the concept of “customer service” carries no value. In fact, it is the means to the real goal, which is generating sustained and profitable customer relationships. In this article I talk about why brands need to be a lot clearer about the relationships they are looking to build and why more of them need to hold their processes accountable to their experiences and not the other way round. Find out why you need to focus on customer experience and not just process customer service.