This weekend after visiting a surf shop in downtown Los Gatos (located just down the street from the best candy shop I’ve ever seen) I decided to pick up a pair of Reef Sandals. Of course I couldn’t buy the … Continue reading →

If you run a big, or even just an older brand’s online presence you’ve probably had the “viral” conversation at least once and are downright sick of executives asking you how the company can get more “social”. While a lot … Continue reading →

The other day I came across a question on LinkedIn about the role of social networks in office productivity. The person asking the question seemed to be getting at the benefits of social networking by employees as a means of … Continue reading →

My experience online practically started with online forums and the communities around them so I find myself constantly drawn back to them and now to discussing them. Since most forums use one of a dozen or so general software packages, … Continue reading →

I spent the better part of today flying around the country; 3 flights, something like 6,000 miles, 7 free sodas and a whole lot of pretzel packs (and of course the first leg was the only one with a power … Continue reading →

Everyone has a horror story about traveling so it should come as no surprise that I’m writing about one of mine. The issue was bad, the employees were nearly useless yet resolution was nearly shocking in how GOOD it was. … Continue reading →

I’ve spent the majority of my blog entries thus far talking about how to meet the needs of your customers as well as how to make their experience better but all that’s fairly meaningless if you don’t know who they are and … Continue reading →

This morning an article found its way over to my inbox about the ways in which consumers like to hear from companies. This immediately got me thinking about all the brands, stores and social sites I use and which ones … Continue reading →