My take: Applebee’s service exacerbated by social media missteps

By now you may have already read about an incident over a tipping disagreement at Applebee’s. If not, you can read the article here: http://www.huffingtonpost.com/2013/01/31/applebees-waitress-fired-god-tip-receipt_n_2591794.html Crap like this happens all the time for three major reasons: 1. Most businesses have crappy employees who care more about themselves than those they …

Social Media & Value

I spend a lot of time working with departments at the University to help them attain value from social media; and I spend a lot of time traveling around the country to share best practices for measuring and reporting on social media. I throw around a lot of terms like “ROI” and “ROO” and “EdgeRank”.

The DC Government & Social Media

I’m not too surprised about this, and find that its a bit sooner than I would have thought. The idea of using social media to listen to your customers and then improve your products and services is not a new concept. It’s certainly our flagship missing at American Public University System – where we use social media to make sure our student experience is exceptional. But we’re known for being a social media savvy organization.