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Most marketers think that the best way to hold onto customers is through “engagement” — interacting as much as possible with them and building...

Instagram, the mobile photography app purchased by Facebook, has been getting a lot of attention lately. From critics saying it is killing photography to hype and hoopla...

No matter how impeccably your business is run, you're going to get complaints. Customers will call you, angered by a mistake you or a member of your team made. And...

Let me start by saying, I’m not against numbers, scores, or analytical methods that give us an objective understanding of how far-reaching our brand’s impact...

The interactive world is constantly changing, and the number of different devices that connect it all is growing every year. The problem that arises is that there are no...

As consumers, we might sigh in frustration when our sister-in-law posts the 285th picture of her new cat on Facebook. But we most likely won't share that frustration with...

Depending on which guru you ask, you’ll get very different--and very strong--opinions on whether to preschedule your social media. Social Oomph and HootSuite give...

Customers … why don't they just do what we want? That would make direct marketing so much easier, wouldn't it? Unfortunately, it's not that easy. In today's...

Brands continue to flock to social media, but the massive growth phase for most networks is over and you no longer are going to rise with the tide. Now, if you want...

Referrals from friends have a significant impact on typical buying behavior, an effect commonly known as social influence. Social influence is part of the reason so many...

We all like to think we make buying decisions on a rational level, but neuroscientists tell us otherwise. While marketers have known this instinctively, brain mappers have...

If social media consultants are doing their jobs, they should put themselves out of business. I speak as one of their kind. Before joining Fast Company last...

All Kickstarters are not created equal. I get an average of five to seven cold requests (meaning I don’t know the person asking for the donation) to fund Kickstarter...

Twenty years after the Internet first went mainstream, most businesses have yet to take full advantage of the most fundamental opportunity it has created for them. Thanks...

Compared to previous generations, Millennials seem to have some very different habits that have taken both established companies and small businesses by surprise. One of...