Ok, not a universal truth … just my opinion.  Over the years, I have written several blog posts and even dedicated an entire chapter in my book about the topic of customer advocacy.  I believe that investing in scalable, long term brand advocacy programs is a business imperative; more so than just increasing friends, fans and followers. [...]

All of us, including me, have been saying this for years – that companies need to empower their employees to engage externally in social media for a variety of reasons. I’ll name a few: They are trusted as external spokespersons It increases morale when employees feel empowered, trusted Using social tools can also increase productivity [...]

There has been a lot of discussion about online influence lately so I thought I would offer my quick two cents. I wrote a little about how a few influencers have impacted my life back in 2009 and I still feel the same way today. I am normally a positive person but based on my [...]

I write a lot about customer advocacy. I am kind of obsessed with it. I am also vocal about the differences between advocates and influencers and I am often criticized about how I define each. Nonetheless, an advocate is someone that talks about a product or brand even if the brand isn’t listening. They have [...]