Author Archives: Kevin Micalizzi

Who does your incentive program benefit and is it clear?

Some of you know I have a bit of a Starbucks addiction. (I’m even the mayor of several Starbucks on Foursquare). I was never a fan of paying to join member rewards programs, but last year I talked myself into … Continue reading

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Facebook, enforcing like-ability, inspiring confusion?

I logged onto the Facebook Page I manage earlier today to find this message. That message made sense to me, but I made the mistake of clicking “Learn more“.  It put me on a 7 section, 30 question FAQ.  I … Continue reading

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Social media: swarm vs. strategy?

So you’ve listened and maybe engaged in social media, now what? It’s important to be there since the conversations are already happening, but have you integrated that work into your overall strategy?  I was on a call Friday with a … Continue reading

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Make your chats natural

I had an experience with Comcast‘s chat support a few evenings ago that I still keep mulling over. I’m not certain how much of it was scripted vs. improvised, but it felt somewhat awkward. As someone who spends time writing … Continue reading

Posted in Customer Service | Tagged , , , , , , | 4 Comments

When is it ok to ignore a comment, tweet, etc?

There’s a ton of advice out there that you ignore social media (blogs, Twitter, Facebook, etc.) at your own peril.  I’m having a difficult time finding best practices on when you may need to use ignoring as an approach — … Continue reading

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Are you encouraging or discouraging online communication?

When I was studying interpersonal communication at Ithaca College in the early 90s, one of the concepts we looked at was whether your environment encouraged or discouraged communication.  The terms I learned were: sociopetal (environment encourages communication) and sociofugal (environment … Continue reading

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Conflicting messages are not our way of thanking you-learning from apologizing

Last Wednesday, just before Thanksgiving, I took the time to give thanks to my Dimdim customers (Dimdim web conferencing, giving thanks to you.)  I left the office later in the day to enjoy the long weekend. Everything was good and … Continue reading

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A lot of thanks, and a little gobble gobble

Well, it’s Thanksgiving morning, 2009.  Heading out in a few to spend the day with family, but I wanted to take a minute to say Thanks! Just before last Thanksgiving, I was fortunate enough to start a new job.  Thanks … Continue reading

Posted in Life | Tagged | 3 Comments

Kev’s Rules for Community

For the September, 2009 Social Media Breakfast NH (#smbnh) at the Manchester, NH Public Library I gave this talk about my rules for community. I call it ‘Kev’s Rules for Community’. My rules are simple: Be Real Address the Need … Continue reading

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Kev’s Rules–3 Rules for Online Community Engagement

For the September, 2009 Social Media Breakfast NH (#smbnh) at the Manchester, NH Public Library I gave this talk about my rules for community.  I call it ‘Kev’s Rules for Community’. I try to live these rules every day–whether I’m engaging online … Continue reading

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