I just read a blog article about a poor customer experience with US Airways. It got me to thinking about the ways we listen, and I think it could be described as two different types of ears.

Consumer Listening: Skeptical Ears

The first type of ears are those of a consumer. We have consumer listening skills which are pretty basic and instinctive. These are the ears we use to hear scandal and negativity. Most people have this set of ears cranked way up to hear anything they need to know as a consumer.

Consumer watchdogs are everywhere, and social media brings them out in a big way. In fact, it allows each and every one of us to be a consumer watchdog and to tell our story. Anybody with a bad experience can make a pretty loud sound using social media.

That probably sounds shocking, right? Let me explain what I mean by this title.
I know that it may sound a little “churchly”, but it certainly is not. I do not mean that I am looking for people to kiss snakes, sacrifice animals, or participate in some strange cult rituals. A disciple is defined by Princeton University as “someone who believes and helps to spread the doctrine of another”, and who wouldn’t want that? After all, don’t we all want to associate with others who think like we think and are willing to spread a message? There is really only one way [...]

What do you seek from social media? Do you know? Are you wasting time?
In a recent conversation with a friend, I asked him why he spends so many hours per day using Twitter, YouTube, Facebook, and other social networks. I asked him if he had achieved any considerable objectives, and whether they were personal or business objectives.
I was really asking him these things to help him consider his objectives, and to gather his opinions. After all, gaining others’ perspectives is a huge benefit of social media. My friend works for a living and counts on new business to keep a [...]

There is a lot of buzz about social media marketing these days. We have all heard it, and no industry is immune. All of the facts and figures point to the inevitability that your business will be affected by this turn in the marketing tide. This all got me to thinking about the dilemma that social media poses to each and every business entity.
The dilemma is in weighing the cost of participating versus the risk associated with not embracing social media marketing. So how can you mitigate your risk? Spend a moment with me to understand why you should not [...]