Customers Rock!

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Measuring the Impact of Social Media

Customers Rock!

In order to answer this question, one must consider the true cost of managing a social media program. Per social media manager Rachel Gross (shared in an interview I did with her for my book , p. What are the costs? In order to consider calculating ROI, one must understand the costs involved with social media. Measuring the gains.

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Expert’s Corner: Kevin Stirtz on Real People Rock!

Customers Rock!

A big mistake some companies make is they hire and manage people like they buy and manage equipment. They seem to believe people’s behaviors can be designed and managed like machines. When management forces unnatural scripting on employees, they can be become the robots Chris talks about. Scripts come from management.

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The Old College Try

Customers Rock!

Lauren (the building receptionist) went above and beyond my expectations by finding a local Avis rep when he was returning another car and escalating the issue to the local sales manager Chris. Chris showed up and brought me a new car – a Kia Soul – and was very pleasant.