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The Beginning of the End of Business As Usual

October 15, 2010 – 10:38 am

Listening is only the beginning. Engagement is the beginning of the end of business as usual. Once we hear, truly hear our customers and the people who influence our decisions, effective engagement is inspired by the empathy that develops simply by being human. We start to see things through the eyes of our consumers. We [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, Change, crm, Culture, PR 2.0 - New Communications, social, social media, srm, workflow | Comments Off

Introducing The Conversation Prism Version 3.0

October 13, 2010 – 9:25 am

If a conversation takes place online and you’re not there to hear it, did it really happen? On August 5, 2008 JESS3 and I introduced version 1.0 of The Conversation Prism. Today, I’m proud to announce The Conversation Prism Version 3.0. With the introduction of 3.0, our view of the social media panorama is updated [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, conversation, conversationprism, crm, landscape, map, Robert+scoble, social crm, social media | Comments Off

The Great Brand Dilution

October 4, 2010 – 5:09 am

For decades brands basked in the glory of control, control over consumers’ perceptions, impressions and ultimately decisions and ensuing experiences. Or better said, business leaders enjoyed a semblance of control. While businesses concentrated resources on distancing the connections between customers, influencers and representatives, a new democracy was materializing. This movement would inevitably render these faceless [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, control, customer, social media, srm | Comments Off

The Most Influential Consumers Online are on Twitter

September 22, 2010 – 5:06 am

Twitter is a human seismograph and it represents a transformative channel where everyday people possess the ability to affect actions. The cloud of collective consciousness that houses our thoughts, experiences, and conversations is also a data trove for experts to measure and mine serendipitous and organized behavior and events. Twitter is less of a social [...]

By brian | Posted in Industry Blogs | Also tagged brands, Business - Marketing, consumer, crm, customer, influential, social, social consumer, social media, srm, twitter | Comments Off

The Socialization of Business: Your Dirty Little Secrets are No Longer Secrets

September 20, 2010 – 5:09 am

If a conversation takes place online and you’re not there to hear it, did it really happen? Conversations do not fall into a black hole never to be heard again. And, there is no event horizon preventing their escape. The social effect is more powerful than we realize. The truth is that if one voice [...]

By brian | Posted in Industry Blogs | Also tagged 360, business, Business - Marketing, crm, ecosystem, erp, process, social media, srm, system, vrm | Comments Off

(R)evolution Episode One: Empowering Your Employees and Customers with Josh Bernoff

September 10, 2010 – 8:46 am

Welcome to the premier episode of (R)evolution, a new series that connects you to the people, trends, and ideas defining the future of business, marketing, and media. In show number one, Forrester’s Josh Bernoff discusses his new book Empowered, co-authored with Ted Schadler. An old proverb declares, “may you live in interesting times.” Indeed we [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, customer+service, employees, empowered, Groundswell, josh+bernoff, revolution, social crm, social media | Comments Off

Social Media: It’s All Part of a Master Plan…or Is It?

September 8, 2010 – 8:01 am

Twitter presence…CHECK Facebook Brand Page…CHECK YouTube Channel…CHECK Socialized Business Strategy…TBD While showing up to the party represents a noteworthy effort, a bona fide social media strategy this checklist does not make. Creating presences, listening to conversations tied to keywords and superfluously responding to updates and questions creates a facade of engagement that is at best [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, plan, social media, srm, Strategy | Comments Off

CRM magazine Influential Leaders: The Engager

August 15, 2010 – 10:15 am

Reprint of CRM magazine, August 2010 Influential Leaders: The Engager by Joshua Weinberger (@kitson) Brian Solis blogs circles around you. He also posts, updates, and twitters faster than you can, helps develop graphics prettier than yours, and analyzes patterns in public discourse long before you ever see them show up as a Trending Topic. In [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, crm, crm magazine, social media, srm | Comments Off

Almost Half of Small Businesses Find Customers in Social Networks

August 6, 2010 – 5:43 am

In social media, is there truth to the proverb, “seek and ye shall find?” As our experience in new media matures, learning what it is we wish to seek and also accomplish is at the forefront of rapid evolution. Converting questions into objectives is how we grow and succeed. While the opportunities within social media [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, crm, customer, small business, social media | Comments Off

Email Marketing Goes Social: Follow us on Twitter, Like us on Facebook

August 2, 2010 – 5:24 am

Email, we love to hate it, yet we hate to love it. For better or for worse, we are tethered to our inbox and continue to send messages and respond to those individuals and organizations to which we’re tied or vested. Over the years, I’ve labeled email as the world’s largest untapped social network and [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, crm, email, eroi, Facebook, mail, messaging, social media, social+networks, strongmail, twitter | Comments Off