What Drives Customer Service

I'm passionate about customer service and what drives it, what makes it great and why it sometimes fails. ReadThis.com is a collection of my own experiences with the brands, products and services that I encounter as a customer, stakeholder or interested by-stander.


Social Media Marketing: An Hour a Day

Published September 21, 2008   permalink

My new book, "Social Media Marketing: An Hour a Day," is for marketers wanting to combine social media skills and expertise with their existing, established capabilities. Much of the book is based on my experience as a marketer and product manager, positions where success is largely dictated by what others, outside your direct span of control, think of you. That is, more or less, how the Social Web works.

 
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