Exploring social business strategy

Last week I wrote about the Motrin Mom fiasco, and then spent a fair bit of time thinking about the best way for a company to respond to the backlash that can so quickly emerge in the blogosphere (My favorite idea was a “You think you have a headache? You should see what we’ve had [...]

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As I discussed in my last post, I’m intrigued about the idea of exploring how customers engage with brands on Facebook. I’ve started compiling some data with the hope of coming up with some interesting metrics. While there are still a lot of details to iron out, I thought I’d toss up a few ideas [...]

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