From Community and Social

Lipstick on a fat cat? (A response to a rant)

The fact is that the world is imperfect. People are imperfect. Companies are imperfect. Mistakes are made and what shows quality, value, and excellence more than perfection is how you turn around the mistakes – how you (as a person and as a company) learn and grow from the mistakes and try to do better next time. That's what we can ask of the companies we choose to spend our money with. But, as people who work at companies ourselves, that's also what we can ask of each other - time and space to work to do our best. That's not putting lipstick on a pig. It's empathy, understanding, and long-term relationship building.

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[CMX Hub] How to Scale Trust and Relationships

Communities start with relationships. But how do you build relationships authentically while working for “the man”? As a branded community builder, building authentic relationships can be a mystery (at best) or an uphill battle (at worst). Working on a branded community requires a delicate balance between building authentic relationships and serving the business. That’s where …

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Building Online Community Starts With Your Customers [Townsquared]

Community can seem like a pretty nebulous term when it comes to small businesses. If I don’t have a dedicated online space for my customers, can I really have a community online? The answer is a resounding yes. You can grow your own business community by being your own helpful, knowledgeable self as well as …

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[CMX Hub] How to Negotiate Your Next Community Job Offer

I recently had the pleasure of contributing a piece on community manager negotiation to CMX Hub. Negotiation certainly wasn’t something I learned when I started out as a community manager in 2006. Back then, I was just excited to get paid to talk about the TV show LOST in an online forum for 10 or 15 hours …

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ForumCon 2013 – Nir Eyal on How to Hook Your Community [Ning]

This post originally appeared on the Ning Blog.  At this year’s enlightening ForumCon, there were some fantastic, educational, and fun sessions. Allison covered Ted Rheingold’s energetic talk on making social work for your community. The presentation that really stuck with me was Nir Eyal’s “Hooked Model.” A writer, lecturer at Stanford University and frequent speaker, …

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First Class Lessons from The Ritz-Carlton Employee Community [Ning]

This post originally appeared on The Ning Blog. The Ritz-Carlton Hotel Company prides itself on being the gold standard for hospitality across the world and their record backs up that pride: the list of awards bestowed to their properties is quite impressive. Their service has received note, as well, making them only hotel company to receive the …

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Unpopular Communities [Ning]

This post originally appeared on the Ning Blog.  Everyone wants to be liked. But maybe being liked by everyone isn’t the best thing for your community. I recently read “The Power of Unpopular” by Erika Napoletano, the no holds barred brand strategist who makes a splash in the marketing world with her frank, uncensored advice. …

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“Culture eats strategy for lunch” – Community Lessons from Whole Foods [Ning]

This post originally appeared on the Ning Blog.  This week, I attended BlogWell Bay Area, an event from SocialMedia.Org featuring eight social media savvy brands sharing case studies from their social media programs. Almost all of the presentations focused heavily on content, a common theme in all social media and community circles right now. The presentation from …

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Quoted in “9 Ways to Change What People Are Saying About You Online”

As Community Managers, we have bad days when customers are upset. I find that the best way to pick myself up on those bad days are by making it right when I can – and reminding myself of those past wins when I can’t. Recently, my friend Shannon Byrne worked on a piece for Socialmouths.com …

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Why Ambiverts Make Great Community Managers [Ning]

This post originally appeared on the Ning Blog. If you ask anyone who’s met me at a community meetup whether I’m an introvert or extrovert, they’ll probably say, without hesitation, extrovert. If I’m in my element, especially amongst people I already know, I’m outgoing, friendly, and quick to offer my opinion. My history as a …

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Why Social Media isn’t a Marketing Magic Wand [Business Magazine]

This article originally appeared in the May 2014 issue of Business Magazine. I’m going to say something that might be heretical. It might make you mad. It might make you stop reading this article right here and now. If it does provoke that reaction, I implore you: keep reading. For the sake of your business, …

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