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Top Tips for Meetings: No.1 – Don’t Have Them….

About 18 months ago I visited a multinational company specialising in networking equipment. There I sat , marvelling at some of the most state of the art communications systems on the planet: HD Video seamlessly linking multiple sites , one in a different country. Phones with tablets attached to them enabling employees to collaborate and problem solve ...

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HEY , Where are you? – Why your company needs to Google itself

I recently explained to a group of managers why they should google themselves. After the initial “what, me? I’m not famous!” responses,  they see their search results , look intrigued, and then get it – the dangers of a badly curated digital footprint. But although many of us have gotten into the habit of doing ...

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5 (More) Social Media Mistakes To Avoid

Earlier this week I shared the post ‘Five Social Media Mistakes To Avoid’ by Heather-Anne Maclean. The following mistakes were chosen as her Top 5: 1.  Failing to use a photo or avatar for your profile 2.  Not completing your bio 3.  Having too many networks 4.  Not writing professionally 5.  Failing to be human. ...

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5 Surprising Customer Service Experiences ( and what they tell us )

If you put “Customer Relationship” into Google you will most likely get a diagram like this. Which doesn’t look like any relationship I’ve ever had. Another January, more High Street woe , more stories of how customer service is declining. My belief ? Service is actually improving in the UK. But far too slowly compared ...

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Why Your Social Media Should Follow The Customer – Not Your Opening Hours

Can you imagine launching a business in 2013 whose opening hours are Monday to Friday between the hours of 9.00am to 5.00pm? I’d love to see THAT pitch on Dragons Den. It would be insane. I can’t think of any successful business model still in existence that operates in this way. In the years following the ...

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2013 – Do we need a new operating system?

My first post of 2013 has been slightly delayed due to holiday. I love holidays. Not because they get me away from work but because it’s where I can put work into focus.  The further away I get from Bromford and the UK the greater clarity I get on the things that need to change. It’s ...

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The Connected Homeless

“It’s amazing how nice their Smartphones are. Some would actually go without food rather than lose their Smartphone.” This quote is from a manager of a homelessness hostel.  Someone who has observed up close that, for the Connected Generation , staying in touch with their networks isn’t a luxury- it’s a necessity. This isn’t something ...

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Do You Love Your Customers Enough To Follow Them Back?

“We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement. ...

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10 Myths From The Year We Went Social

2012 – The Year We Went Social from Paul Taylor 2012 was the year in which the Housing Association sector went social. It’s very positive that so many of us have recognised the clear customer service and business benefits that social and digital engagement can bring. This was year we went social. And these are ...

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How Social Is Your Organisation? 5 Things To Look For….

  How social is your organisation?  Are you the life and soul of the party? Or are you perpetually in the kitchen? And what do we even mean by being a social organisation anyway? In his thought provoking post “Let’s get Sociable” , Phil Jewitt asked what role digital engagement could play in connecting with the public ...

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