Dave Fleet

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Forrester Outlines Seven Things Your Organization Must Do Because Of Social Media

Dave Fleet

Forrester analyst Augie Ray posted a list of seven things he recommends organizations do to avoid the recent problems of Nestle and United Airlines. As Ray puts it, “Marketers must view their customer service organizations as a key component in brand-building efforts&#. How does your organization shape up?

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Not your grandparents’ social: The ongoing evolution of social media

Dave Fleet

For example, my wife and I have found enormous value in Facebook groups for new parents in recent months as we prepared for the arrival of our baby. Several brands are also creating Facebook groups for their most passionate and valuable customers and partners.

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My Team Makes Me Uncomfortable – And That’s A Good Thing

Dave Fleet

While this applies to my colleagues broadly in the organization, it is especially true for the people on my team. For example, for several years we incubated a specialty group within our Digital team. When we eventually spun that group into a stand-alone team, it would have been easy to feel challenged by that shift.

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Why And How To Scale Social Business Programs

Dave Fleet

Get away from organic and centralized structures, and develop a hub that can support activities throughout the organization. Cultivate a group of independent advocates who can transparently engage where they see fit. Jeremiah Owyang recently posted the slides from his presentation on scalable social business programs.

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In Search of Hiring Excellence: Choosing the Best from the Best

Dave Fleet

Every role is important to an organization but as the National Practice Lead for Digital this one especially was important to me – as part of the leadership group on my team this role would help set the direction for the ongoing evolution of our digital practice and would be an important partner for me in the years ahead.

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Eight Tips for Scaling Social Customer Support

Dave Fleet

While you may have a core group of support agents conducting support online, look to train and prepare a broader group of employees to step in during critical situations. Scaling support remains a pressing problem for organizations. Structure for scale. What tips would you add to the list?

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My Team Makes Me Uncomfortable – And That’s A Good Thing

Dave Fleet

While this applies to my colleagues broadly in the organization, it is especially true for the people on my team. For example, for several years we incubated a specialty group within our Digital team. When we eventually spun that group into a stand-alone team, it would have been easy to feel challenged by that shift.

Team 150