Social Media Case Studies

How Maker’s Mark Avoided a Social Media Firestorm By Listening to Their Customers

February 18, 2013

Although I am not a drinker and haven’t consumed a drop of bourbon in my life, I am a big fan of how Maker’s Mark strives to have a close relationship with its customers.  In fact I did an extensive case study on the company’s excellent brand ambassador program for Think Like a Rock Star. […]

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Subscribe to My Social Media Marketing Newsletter!

March 22, 2012

Starting next Wednesday, I’ll be running a weekly newsletter in addition to (almost) daily posts here.  The content focus will be slightly different, however. Here, I cover Social Media primarily, but a blend of content that can benefit the individual, as well as those that are using Social Media for their company.  But this newsletter […]

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Case Study: How Fed-Ex Responded to a Customer’s Viral Video…With Its Own Video

March 19, 2012

It really is the doomsday scenario for a big brand, in this case, Fed-Ex.  One customer has a horrible experience with a delivery.  A computer monitor is ‘delivered’ when the Fed-Ex driver casually tosses the monitor over the customer’s gate. Even though the customer was at home. And the front door was wide open. And […]

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X-Box Support’s Twitter Account Hits One Million Tweets

March 18, 2012

They’ve already been named Most Responsive Brand on Twitter by Guiness World Records, now it looks like X-Box has become the first major brand to crack the 1,000,000 tweets milestone. The 18-person team churns out an average of just over 1,000 tweets per day.  And I thought my hitting 60,000 tweets after 5 years on […]

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#DellCap 2011 Review: The Future is Now

July 21, 2011

This week I got to spend some time in Round Rock, Texas, working with Dell on its #DellCAP reunion project.  This is an extension of the first #DellCAP that was held last June, that I was also lucky enough to help Dell with.  As with last year’s event, Dell brought in 15 customers (including 13 […]

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How the CDC is Using its Blog to Prepare Us For the Zombie Apocalypse

May 25, 2011

One of the complaints you often hear from businesses and organizations about blogging is that they aren’t sure what type of content to create to reach their audience.  That they don’t know how a blog can help them build awareness for their particular product.  That it’s ‘too boring’ and that no one wants to read […]

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Social Media Crisis Management: A No-Nonsense Guide

February 22, 2011

Past Social Media dramas involving The Red Cross, Groupon and Kenneth Cole are good reminders of the importance of having a solid social media crisis management plan in place.  At its very basic level, the proper handling of a social media crisis should consist of two thing: 1 – A quick response 2 – A […]

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How The Red Cross defused a potential Social Media crisis situation

February 17, 2011

Coming off the heels of Kenneth Cole’s recent PR blunder on Twitter, the Red Cross found itself in a potential crisis situation on Twitter a couple of days ago.  Apparently, one of its employees that tweets from the @RedCross twitter account, inadvertently sent a tweet that was meant for her personal account in which she tweeted: “Ryan […]

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