Category Archives: Corporate Strategy

How long does it usually take you to respond to a customer complaint made via a social channel?

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Social customer service is alive and well, based on the results from this week’s poll, with 83% of respondents saying they answer customer complaints via social channels in less than six hours. At first these poll results surprised me –  83% under six hours was much higher than I expected. Though upon some reflection (realizing it is 2012), and how quickly negative customer feedback can spread across the web, (think United Breaks Guitars), these results actually sound appropriate and right in line with becoming a social business.
Source: Smart Blogs | Jeremy Victor

5 Content Strategies for Boring Brands

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“If people aren’t talking about you, they’re not talking about you for a reason. And the reason isn’t that they dislike you. They’re not talking about you because you’re boring.” ~ Seth Godin

The formidable challenge for marketers of boring brands is that you have to present content that is remarkable and interesting even when your product—on the face of it—is not….read more

By PATRICIA REDSICKER

The difference between management and leadership

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Managers work to get their employees to do what they did yesterday, but a little faster and a little cheaper.

Leaders, on the other hand, know where they’d like to go, but understand that they can’t get there without their tribe, without giving those they lead the tools to make something happen.

Managers want authority. Leaders take responsibility.

We need both. But we have to be careful not to confuse them. And it helps to remember that leaders are scarce and thus more valuable.

Source: Seth Godin

Study: Workers would work more for company rewards

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The  Staples report  indicates that employee incentive programs are one way to strengthen not only company loyalty but employee work habits.

Some interesting findings include:

85% of employees feel more valued if a company rewards program is offered
70% are ‘more motivated’
65% are more loyal
60% say they are more productive
30% would take on extra responsibilities
40% would rather have incentives than annual holiday parties

Source: Kristina Knight

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