Social Media

TBT: Functional is so last-decade

Posted by on June 25, 2020 at 7:00 am

Originally posted July 15, 2014. Things have flipped. Not long ago the likes of Starbucks and McDonald’s enjoyed a competitive advantage by providing free onsite Wi-Fi. Today, that’s pretty much de rigueur. Providing onsite Wi-Fi is not so much a competitive advantage as not providing it is a competitive disadvantage. Likewise, offering mobile banking, once the sign of a forward-thinking […]

To the Swiftest Go the Spoils

Posted by on April 29, 2013 at 4:18 pm

WHEN YOU SEE WORDS like “estimate” and “90 percent” flung about without supporting data, it’s wise to assume you’re dealing with a guess landing somewhere between wild and educated. But when no less than IBM does the flinging, I’m inclined to pay attention. IBM recently suggested that 90 percent of all data has been produced […]

Five Lessons from the Instagram Fiasco

Posted by on February 12, 2013 at 3:30 pm

You know the tale: Facebook acquired Instagram; members inferred from the revised agreement that advertisers could use their photos without paying or obtaining permission; Facebook replied, in essence, “No, no, no, you misunderstand, we would never do that”; Facebook changed (“clarified”) the user agreement; Instagram subscribers left en masse; and pretty much no one blamed […]

Should banks rely on social media for conflict resolution?

Posted by on October 16, 2012 at 10:00 pm

Financial institutions have relied upon social media services to improve and modernize several areas of their operations, including advertising and marketing, customer service and sales. However, where should banks draw the line when it comes to their use of social media? Some analysts argue that using these portals for conflict resolution is going too far. […]

Recent customer dispute demonstrates influence of social media

Posted by on September 20, 2012 at 9:24 pm

Few businesses and financial institutions will argue with the claim that social media services are changing the way customers form relationships with companies. However, some may not yet fully realize the power that social media can have on shaping consumer opinions and influencing their behavior. Comedy writer Matt Fisher recently spoke out via against […]