Tag Archives: citizen marketers

Free white paper: what is interactivity?

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Today’s Online Spin column by Joe Marchese addresses a topic that’s been front and center around here lately. To wit, what exactly is “social media”? It’s a term that’s being tossed around pretty enthusiastically these days, but as is so often the case with particularly fresh and buzzy marketing jargon, not everybody is 100% sure what it means. Hey, I didn’t quite know what people meant when I first heard it, either, so don’t feel bad if you’re a little fuzzy on the details.

However, it occurred to me that this terrain is actually more familiar than we might realize. Way back in the Dark Ages (1993) the catchphrase was “interactivity.” Everybody used it, but it became quickly apparent that no two people were using it in quite the same way. Continue reading →

Customer service: the “desk jockey” past vs. the “service ranger” future

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I’m reading Ben McConnell and Jackie Huba’s Citizen Marketers on a friend’s recommendation. A lot of folks in his agency are starting to tweak on social media and this highly regarded (and extremely readable) examination of viral and customer-generated marketing activity is guiding a good bit of their thinking and questioning. Good on ’em – a lot more companies need to be exploring these issues, as well.

My only complaint so far really isn’t about the book, which is a very worthwhile read, so much as it is a general idea that all this online activity, and corresponding company attention to it, is a very new thing. To some extent this is true, of course – as I note above, it’s not like engaging the blogosphere and the “citizen marketer” is something that a lot of companies are doing, and even fewer are doing it effectively. I guess I’m frustrated because I’ve been carping on this for years and haven’t seen the kinds of uptake and results that I know are possible.

Here’s an example. Continue reading →