Last week we looked at the Customer Service Theatre that follows a hyper-vigilant Seal Team Six intervention on social media. This week, we should look at the much more pernicious problem of Customer Hide and Seek. We all know this game because we all play this game. It goes something like this: I have a […]
Archives for July 2014
There Are No Emergencies in Marketing
Joan is frequently late for lunch, which has a fair bit to do with her busy job managing social media for a large bank. There are a lot of urgent things in social media. On a recent day, she huffed into the room looking more frazzled than usual. “Sorry, had a Code Red on Twitter,” she […]
Should You Centralize or Decentralize Your B2B Marketing? Yes You Should.
This was originally published on February 12th, 2014 on the Canadian Marketing Association blog. That’s why it seems so familiar. Somewhere on my desk is a mug with the cringe-worthy statement: Think Global. Act Local. This artifact is the sole survivor of a marketing centralization initiative from many years ago. It involved thick binders, rules, […]