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Posted by on Feb 22, 2014 in Brand Engage, Business, Culture, Customer Service, Featured, Leadership, Social Era, Social Media, Social You, Strategy | 0 comments

Using Social to Enhance the Customer Experience

My colleague, Eric Marterella, who is as passionate a fan of the Marriott brand as you will find anywhere, gave it to me and even got it signed. The book is great, in the sense that it is both simple and profound and from a man who built a global hotel empire that is, by virtue of its corporate-wide “spirit to serve,” truly social, at scale. As Bill writes, “My dad, J. Willard Marriott, deserves a lot of the credit for creating a culture that empowers our associates to gives 100 percent day in, day out, year in, year out.”

And that culture is still thriving.

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Posted by on Feb 12, 2014 in Business, Culture, Featured, Inspirational, Leadership, Return On Morale, Social Media, Social You | 11 comments

Self-Doubt is Overrated

I shared recently how I’ve been holding myself back lately, trying to appear reasonable in order to bring more doubters over to The Human Side of Business. I think a big part of that was my own fear of being rejected. But finally it occurred to me, you know what? That’s enough. Like the Far Side cartoon, Noah’s Ark is casting off from the dock. If we leave a couple of dinosaurs behind… well, you can only help the willing.

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Posted by on Feb 1, 2014 in Brand Engage, Business, Featured, Social Era, Social Media, Social You, Strategy | 0 comments

Leveraging Your Social Channels to gain Earned Media #socialmedia

Most people start slowing down in the few days leading up to Christmas. Not my pal, Augie Ray who somehow found the energy to make a significant 2014 prediction. His prediction: Three Reasons the Marketing Department Will Give Up On Earned Media in 2014. He’s partially right, but for the wrong reasons.

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