Balancing workplace relationships

Ten years ago I didn’t have to worry about whether it was appropriate to be friends with my boss. Whether it’s going out for drink after work or simply being “Facebook friends,” most of my bosses were much older than I and social media wasn’t the social conglomerate it is…

Is the Power of Social Media Gone?

Last month, during a conference, digital consultants were sharing the importance of generating leads through Twitter and LinkedIn. After an intellectual conversation about the importance of social media advertising and content, the question was still pending on people’s mind, what about Facebook? Facebook is still the largest social media site…

Tackling Customer Dissatisfaction

Experience is everything. That’s my sermon when speaking to crowds in the community about how to increase profitability and decrease attrition. When I visit brands and have a great experience, I run Twitter and tweet about it. To that same philosophy, I run toTwitter and tweet about negative experiences as…

Is Mystery Shopping Dead?

I’ll be the first to admit, I thought Mystery Shopping was dead. Not because I had any analytical data but because I remember the rigorous process of the mystery shopping experience when I was in sales at Verizon Wireless. As reps, we were quick to identify the mystery shopper because…
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