As a community manager, how should you be using Twitter?

Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these: How often should you tweet? And should you retweet? How do you decide to follow…

What makes freemium pricing work?

photo by http://www.flickr.com/photos/bstabler/   Should you give away your product for free? The concept of “freemium” — or providing a product offering that doesn’t cost the customer anything, and allows for the prospect of future upsell — has great success for products like Mailchimp, Dropbox, Evernote, and WordPress. The basic idea is that some number…

Can you turn a critic into your biggest fan?

Photo by Jonathon Colman. Is it possible to turn a critic into a raving fan? Should you ever feed a troll? Should you even engage for fear of starting a flame war? In my experience, the answers to all of these questions are yes, yes, and yes. You can always win by hugging customers very,…

A Guide to Becoming a WOW-Maker

Photo by Daniel Y. Go. It’s really great to open your email and get a compliment or hear something nice that a customer posted about you or your company on social media. I call that “Customer Wow” and believe that building Wow is a difference-maker and provides a sustainable critical advantage for your company. If…