There have been many stories of people who take their product or customer service issues to Twitter. On Mothers Day I followed the following stream from Michael Hyatt (@MichaelHyatt) who is the CEO of a half-billion dollar publishing company called Thomas-Nelson Publishers. It’s yet another reminder of not only the power of social media in [...]

So with about 3 days notice I had the opportunity to submit a piece to the 4th Annual Customer Engagement Report for 2010. What most folks won’t see in my submission is the balancing act of working on my laptop and interacting with my daughter every 30 minutes in between. I’d say most parents reading [...]