David vs. Goliath: How can you beat a giant who owns the market?

Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great customer experience, customers know that they will get a consistent, reliable product or service that…

What’s a Community Manager’s Secret Weapon?

About 18 months ago I wrote a post on generosity, the secret weapon of a community manager. And since that time one of the best places that has emerged for conversation about Community has been the Facebook Community Manager’s Group. The conversation above is a great reminder of the power of community, of the obvious…