Quick Bites on Marketing, Customer Service, Employees, and Social Media

emplyee of the quarter by absoblogginlutely on Flickr

I am giving a talk today to a private company who is exploring the use of social media as an internal tool. I certainly want to recommend these books, first Groundswell: Winning in a World Transformed by Social TechnologiesGroundswell, by Charline Li and Josh Bernoff, and also

The Social Way to Give & Get Satisfaction

GetSatisfaction.com was launched in September, 2007, and is really gaining traction these days, as Twitter is one of its most active clients. What is it? It’s a new way that customers and companies can use public forums to solve problems. Companies can pro-actively use the site as their main location to address customer service issues, or customers can create their own company…

Be Here Now Marketing: How United Airlines Can Take Advantage of Flight Delays

Everyone knows the airlines are hurting. What I don’t understand is why they seem unable to learn from the recurring problems they experience to be both more efficient and to actually convert them into marketing moments. Here’s a real life example with several free ideas I have for United Airlines, or any airline really. The Case of the Cancelled Flight Shane and…