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.

Ad:Tech NYC 2008

Published November 10, 2008   permalink

Back from Ad Tech in New York last week. Another excellent show, as always (disclosure: I am a prior Ad Tech Advisory Board member). Most notable for me was the extent to which savvy brand managers are now adopting and using social media.

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My Interest in Social Media

Published October 05, 2008   permalink

I was asked recently about my passion in social media by fellow Austinite and author Scott Allen. My quick answer: I wanted my son, now 7, to grow up in a world with less interruption and access to better information with regard to making a smart choices.
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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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