Creating Experiences Through Purpose08Jan14

When a service technician that comes to your home, you figure there’s a technology issue that needs to get fixed by an expert. What’s gotten you to this point? Numerous phone calls. Tweets. Self-help attempts. Thrown remotes or phones. Frustration.

This was our home the other day. Marc came in this week to fix an issue with our modem. Very nice guy, very thorough, and you could tell he really liked his job. Then we started talking about Chicago’s frigid -40° weather and he said this: (more…)

Social Customer Service: Program Improvements29Jan13

I recently read a post over at Jay Baer’s blog that studied how big brands ranked in social customer service when put to the test. The results of the study/infographic, which was conducted by Software Advice, can be found at the end but there are areas of the study that stuck out for me. (more…)

One Year Later – Time Flies When You’re…28Nov12

How’s that old saying go? Time flies when you’re having fun? That’s certainly true but I can think of some other qualifiers:

  • You work with a smart/fun/great team
  • You’re helping build social business in your org
  • You’re passionate about what you do
  • You’re continually evolving


Why CEOs Do NOT Need to Use Social Media27Jul12

There’s been conversations, several articles, and research recently on how a small percentage of Fortune 500 CEOs are active in social. In those pieces, people seem to be attributing lack of CEO participation to reluctance in opening up to social media for their organization. Some are even suggesting that this low percentage means they don’t ‘get’ the importance of social as it pertains to customer service, engagement, and the like.

There’s a huge disconnect in this thinking, and the blanket statement that CEOs should be using social media doesn’t provide enough context to the argument at hand.


Two Years and New Beginnings25Oct11

It feels like just yesterday when I told my friends and family that I was moving to Chicago and starting a new journey here in the Windy City. Fast forward almost two years and I can honestly say that I’ve had experiences that I couldn’t have imagined.

New Beginnings

In January 2010, I joined a great team at DeVry University to help lead their social strategy. I’ve made amazing friends throughout these two years and planted a stake here in Chicago personally and professionally. And in June of this year, I married the woman I want to spend the rest of my life with and started that life with her.

Suffice it to say, there hasn’t been a dull moment since my move and it continues with my announcement that I’ll be joining U.S. Cellular, as Social Media Manager, and their team headquartered here in Chicago! (more…)

Communities – Quantity vs. Quality14Apr11

‘Look who’s viewed your profile!’ ‘See who your top friends!’ Blah blah blah. Suffice it to say, most of us are tired of all of this spam and junk clicking going on over on Facebook. It’s not our fault right? We’re not the ones getting caught by spam tactics and spreading it across our entire network of colleagues, friends and family. But, just maybe, we are at fault here… (more…)

Unsung Heroes of Social23Mar11

I had a really interesting conversation this morning with Marc Meyer and Mike Pascucci, which was sparked by this question from Marc:

Is engagement in social media a prerequisite to writing a book on social media that’s to be taken seriously?

That had me thinking and led me to the observation that the social web makes the answer largely based on our online writing (blog), all-around connectivity within the social community and for good or bad, popularity (call it influence, if you’d like).

There are a lot of factors that play into Marc’s question, one of which he asked – is success based on social observation or social experience? I started chewing on that on a broader basis, as I feel there’s a misconception with those who have visible experience and activity online vs. those who may not have as large a footprint but work more so behind the scenes. (more…)

Human Barriers22Feb11

We encounter roadblocks throughout our careers, some more challenging than others and each with a unique course to get us through. With the continually evolving social space lies an equally evolving wall that we have to be able and willing to tackle.

Companies are evolving past the stage of ‘shiny toys’ and are taking their strategy a step further and stretching it across departmental functions outside of marketing and aligning it with their overall business goals – an approach that becomes ingrained and an extension of the organization vs. one siloed focus. (more…)

Summing up 201031Dec10

*clears off cobwebs* Yes, I deserve that glare from you. I have no excuses for being absent but figure this is as good a time as any to jump back in here as we wrap up 2010. It’s been an amazing year for me – personally and professionally. There have been changes in both aspects of my life that I probably couldn’t have written in a book if I had to and am thankful for all of it.

With that, there are also challenges, setbacks, roadblocks, callitwhatyouwants. It wouldn’t be life if it weren’t for those things that try to veer us off-course. Though those things make us stronger, on the same token they can also break a person to a point where it affects them and the successes they have.

Whatever this year has looked like for you, there always seems to be one word that sums it up and resonates most strongly with a person – as several people shared with me on Twitter. I could list off a few different words for myself, but I want to share one that correlates directly with someone else in my life and a word that I think we can all connect with: (more…)

The Importance of Affirmation14Jul10

In today’s world, we certainly have a heightened sense of being ‘on’, always creating and always framing for the future; all the while, growing our experiences each and every day. This can be a lot to ask for and personally, I understand it’s a challenge and is something that I have to constantly work at.

But with all the hustle and hard work that goes on behind the scenes, there are moments where you look for that extra push that keeps you motivated and focused on your goals. There are visual or emotional triggers that help keep us grounded – but sometimes we need a little bit more. (more…)

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