From innovation to marketing to culture, is your approach young brain or old brain?

Today’s post is a reflection on a talk that I heard whilst at an event last week that, I believe, applies to all organisations, their people and their ability to evolve, innovate and stay ahead in these changing times. On Friday of last week, I attended TEDxBrighton, where the speakers were sharing ideas on the theme: The Generation Gap – it’s existence and importance in our lives, our cities and our businesses. It was my first visit to a TEDx

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Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube. Whilst still a singer songwriter, he is now also an entrepreneur, speaker and an author of a new book: United Breaks Guitars –

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True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction

Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation, today I am pleased to present to you an interview I did with Wendy Lea, CEO of Get Satisfaction, the leading customer engagement platform that helps companies build better relationships with their customers and prospects, through the best online customer community. Note: Hat tip to Guy Stephens (@guy1067) for the interview suggestion and for introducing me to Wendy.

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Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress

Following on from my recent interview, #PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason, today I’m very excited to share with you an interview that I recently conducted with Ian McGarrigle, Chairman of the World Retail Congress about the upcoming conference in London on 19th-21st September where they will be discussing the key topics at the heart of every retail boardroom – customer understanding, changing patterns of behaviour, mobile, stores, omni-channel, sustainability,

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Sponsored Video: You have to create a social business today – Burberry

Note: This post has been sponsored by Salesforce, but all narrative and opinion is my own. There has been a lot of talk recently about what it is to be a Social Business or Enterprise. Amongst all of the talk there are a lot of different opinions of what it is and it isn’t. It seems to me that the truth is that being a Social Business will mean different things to different people and different companies. And, that’s fair

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#PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse, today I’m very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview makes up number twenty-five in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in

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Social Customer Service: How to Get Over Your Fear of Social Media

Following on from our interview (The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk) Mikkel agreed to write a guest post for the blog. Here it is: Get Over Your Fear of Social Media A lot of companies still find social media intimidating. They’ve heard the horror stories of businesses having their dirty laundry aired in public, so their plan of action is to avoid it all together. There are also those that

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This is not a social media manifesto….it’s much more than that

The following image comes from a friend of mine, Jeremy Waite, who blogs across at www.jeremywaite.net…..and is social media strategy lead at TBG Digital. It is Gary Vaynerchuk’s Social Media Manifesto paraphrased from his Inc 500/5000 keynote in 2011. Here’s the full text: “I love social media because it sells shit. But brands need to remember that it is a customer service tool first and a sales tool second. People are marketing like they are planning a wedding. They put

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Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes

Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk, today I want to share with you an interview that I recently conducted with Will McInnes, Managing Director and co-Founder of NixonMcInnes, a Social Business Consultancy operating in London and Brighton. This interview makes up number twenty-three in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in

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