Moms: The Not-So-New Social Customer And Brand Advocate

Moms: The Not-So-New Social Customer And Brand Advocate

If you have been in this space for a while, you already know that moms are pretty influential online. It’s one reason why organizations like BlogHer, Social Moms and Clever Girls Collective have become very popular and widely used by fairly large brands. Here is further evidence. According to a social media study sponsored by […]

Brooks Brothers Delivers Big Time On Customer Engagement

Brooks Brothers Delivers Big Time On Customer Engagement

In case you didn’t know, I am teaching a social business class at San Jose State University. The curriculum is fairly straightforward. We first talk about the influence of the social customer. Then, we shift to how brands are finding, engaging and delighting customers online. We will conclude with the operational side of social media […]

The Social Customer, The Social Brand & The Social Business

The Social Customer, The Social Brand & The Social Business

I presented an online keynote yesterday as a part of the MediaBistro Social Media Boot Camp (Slides below).  Here is a brief synopsis of what I covered. The social customer has been gaining influence since the birth of the Internet. Their daily journey is dynamic and they interact with a variety of media & content […]

Teaching Social Business to Public Relations And Marketing Students

Teaching Social Business to Public Relations And Marketing Students

I am coming up on my third week teaching at San Jose State University. And while I am having a blast, I am realizing that teaching a class is much more difficult than I anticipated. And I am still trying to get used to the students calling me Professor Brito. Nonetheless, I wanted to share […]

Technology That Can Help Scale A Customer Advocate Program

Technology That Can Help Scale A Customer Advocate Program

A few months ago, I wrote about the 4 Pillars of a Customer Advocate Program – infrastructure, technology, content planning and measurement.  One thing I hear from many clients is “how do we scale a program with hundreds of advocates?” or “what kind if technology can scale as we grow our program and increase the […]

Book Review: The Science of Social By Dr. Michael Wu from Lithium

Book Review: The Science of Social By Dr. Michael Wu from Lithium

Last Friday, the good folks over at Lithium hosted a dinner to honor Dr. Michael Wu and the release of his book, The Science of Social: Beyond Hype, Likes & Followers. I was like the ugly guy in high school that went to the prom without a date — I was just happy to be […]

New Thought Leadership Is Needed For Social CRM

New Thought Leadership Is Needed For Social CRM

For the last year, I have tried to engage with the small circle of social CRM influencers.  I have followed many of them on Twitter; retweeted their good content, linked to them from my blog posts and tried to engage with them on a variety of different levels.  Not to debate but to learn.  I […]

Study Shows That Early Adopters Of Social Media Have Captured Real Economic Value

Study Shows That Early Adopters Of Social Media Have Captured Real Economic Value

Business consulting firm, Bain & Company, released a report in September and concluded that early adopters of social media (Dell, Wal-Mart, Starbucks, JetBlue and American Express) have captured real economic value from their budget investments. The survey of more than 3,000 customers helped identify what makes social media effective. Bain found that that customers who […]