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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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An Opportunity 4 Employment

On Friday I was faced with a major dilemma – choose just one of three unemployed people , who also happen to be customers of ours , to be my personal assistant for 6 months. All deserve the opportunity , all desperately need someone to give them a break. I’m convinced companies need to think and ...

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Getting People Online (Lessons from my Mother)

On my recent holiday a surprising thing happened. Two emails from my Mom. From my Mom. Who , 9 months ago,  had never been online. I’m proud. But it’s been a difficult journey. This post is not about having a laugh at the expense of older people online. It’s an attempt to capture some of my ...

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The Delicate Balance Of Online and Offline Influence

“What is truly exciting about where we are today is that never before in our collective history has it been so accessible for absolutely everyone to provide their voice to the conversation. Where anyone with ‘humble beginnings’ can make a name for themselves.  Your ability to influence comes more from what you have to offer, ...

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The New Transparency

What does having an open social media policy say about a company? For me , it says nothing about social media and everything about trust. Trust in your people – you believe that they come to work to do good things , not wreck your reputation. Trust in yourself – you are an open business ...

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