When I bought a snack between flights at Chicago's O'Hare Airport, I was intrigued to see this notation at the bottom of the receipt:
"BECOME A FAN OF HMSHOST ON FACEBOOK"
Has HMS, operator of travel restaurants worldwide, figured out a clever strategy to take advantage of the millions of people [...]
by Josh Bernoff
Do you get the idea that things are really different now?
Everyone has a different wake up call. Maybe it was the day you heard Amazon is selling more books on Kindle than on paper. When was the last time you talked to a travel agent? Or maybe [...]
by Josh Bernoff
Forrester is publishing a major piece of research, nearly a year in the making — our analysis of the social media maturity of organizations. There are two ways to consume it: if you're a client, read the report Accelerating Your Social maturity. Or you can get the newly [...]
by Josh Bernoff
Twitter announced it was buying TweetDeck. TweetDeck is popular, sophisticated client software that makes it far easier to see tweetstreams and searches on your PC, as well as on other devices like the iPad. While the price was not announced, people like TechCrunch are [...]
by Josh Bernoff
We had this idea in 2007 that we could surface the best, most interesting, most effective social applications with an awards program. At the time, I never realized just what a fascinating variety of programs we'd encounter. So we kept doing it.
The purpose of this post is two-fold — to officially [...]
by Josh Bernoff
There are a lot of reasons not to make trouble in your job. Do what you boss asks you to do. Be part of the team, do what the company strategy says to do. Go ahead, if that makes you happy.
But what if you want something [...]
by Josh Bernoff
I spend 80% of my time now writing books and giving speeches. As you can imagine, I get a lot of speaking requests. Usually, the prep and the people I work with in organizations are great. But every once in a while — ok, actually more often than [...]
Next month, my column in Marketing News will recommend that you cut your ad budget by 10% and spend the money on customer service. Why? Because getting your customers to be happy will pay off far more than the advertising investment. You could also put that money into finding and cultivating [...]
by Josh Bernoff
As you read in my other post, Paul Heller was displeased with having to pay Avis $13.99 to put fuel into the tank of his rental car, when he had already filled it up. In this post I actually address the question: what should consumers who are the [...]
By Josh Bernoff
We all know the classic cases where customer service and other social failures have blown up into enormous embarrassment for companies (Comcast Sleeping Technician, United Breaks Guitars, Motrin Moms, Dooce/Maytag, the list is endless). Jeremiah Owyang [...]
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