We’re six weeks into 2012, and our new year’s resolutions may be beginning to fade. For those on a June-July fiscal year, it’s planning time. What should we be thinking about when it comes to allocation of our energies and resources this year? First, let’s clear out some space. I’ve participated in many a planning…
We’re in the era of ‘Big Data.’ The digital revolution has made it so there’s and information that can be acquired and stored. We’ve gotten really good at collecting data. It’s everywhere. But use of data is not. In fact, at the moment less than 0.5% of all data is ever analyzed and…
I’m pondering the difference between ‘customer service’ and ‘social engagement.’ When we think of the former, we think Marshall Fields and Nordstroms – very early 20th century — the granddaddies of a strong, retail service mo where “the customer is always right.” When we think of the latter, we think decidedly 21st century – social…
I just read an eye-opening Harvard Business Review blog article about the Six Attitudes Leaders Take to Social Media, demonstrating how business leaders are beginning to embrace the real opportunities social media offers. Most, however, are still on the wrong side of the fence (the article includes an assessment tool link to help you figure…