Dads and Dad-type figures are welcome in schools You can make a difference in a kid’s life. Yesterday, I learned that kids will give you high fives when you walk down the corridors of their school. They will enthusiastically participate…
Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these:…
Photo by Jonathon Colman. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of…
Online Communities are similar to and different from their physical counterparts What’s the value of community? How can you define both the idea of a community and the value of that community for a marketer? A physical community can be…
Who wouldn’t like to have fun in a playground game where the playground looks like this? This week I had the opportunity to participate in a community event courtesy of the folks at the Salesforce.com foundation and my team at…
How do you scale Customer Service? Ultimately, you have to embrace the idea of Commander’s Intent (e.g. ). This means something like the following: Define the objective broadly, e.g. “Provide Amazing Customer Service.” Establish a command hierarchy and roles and…
