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Monthly Archive:: November 2015

Conducting a Social Media Audit

Whether marketers like it or not, consumers are now generating over 25% of content that appears in web searches for specific brand names, and consumers often trust those social media messages more than advertising or news articles about the brand. Research has shown that this “electronic word-of-mouth” is seen as reliable by consumers and significantly

Be a Team-First Manager and Watch Your Customer Service Soar

by: Marc Davis Most founders have two stakeholders to please: customers and employees. While that sounds easy enough, it isn’t always simple. There are times when the best interest of a customer is at odds with that of an employee. For example, imagine an upset customer who is becoming demanding of an employee. How do you solve this? Is the customer

Emotion and the Art of Negotiation

NEGOTIATIONS Emotion and the Art of Negotiation by: Alison Wood Brooks It is, without question, my favorite day of the semester—the day when I teach my MBA students a negotiation exercise called “Honoring the Contract.” I assign students to partners, and each reads a different account of a (fictitious) troubled relationship between a supplier (a