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reMARCable by Marc Binkley http://blog.marcbinkley.ca Marketing Advice, Ideas and Strategy from Calgary Thu, 06 Dec 2012 19:46:47 +0000 en-US hourly 1 https://wordpress.org/?v=5.0.3 157506627 Sean McPheat: 8 ½ Sins Of Highly Ineffective Sales Managers http://blog.marcbinkley.ca/sean-mcpheat-8-%c2%bd-sins-of-highly-ineffective-sales-managers/ http://blog.marcbinkley.ca/sean-mcpheat-8-%c2%bd-sins-of-highly-ineffective-sales-managers/#respond Fri, 23 Nov 2012 13:13:12 +0000 http://blog.marcbinkley.ca/?p=1211

Poor morale can be caused by bad leadership or poor performance

There are many deadly sins that managers can fall foul of if they are not careful, which can be really damaging for their team and for their own performance within their role – such as failing to listen to their team, behaving as though they are more important than everyone else and not being clear about what they actually mean to name but a few.

Sales Managers, however, can often fall prey to a whole host of other deadly sins which can have a really devastating effect on their business as a whole. After all, the business relies on the sales team to bring in the revenue, and as a sales manager you are responsible for the performance of this team – so imagine how frustrating it can be to realise that you could be damaging the sales team and the amount of revenue they bring in by committing any one of the following sins.

To be blunt, you can be an effective manager but an ineffective sales manager all at the same time, so take a good look at the list below and consider whether you have ever committed one of my 8 ½ deadly sins of ineffective sales managers:

1. Ineffective Coaching

Coaching is what the Sales Manager does to help the salespeople make sales. Effective coaching provides specific reasons for placing sales calls, and post-call analysis that offers concrete suggestions for improvement. Ineffective coaching provides generic reasons for making any sales call, no structure for the process of moving through a sales call to the close, and the post-call analysis assigns blame or criticism.

As a Sales Manager, you need to coach your sales team by showing that you really care about your team, recognising their achievements openly, motivating them to work harder and through leading them by example.

2. Ineffective Motivation

Ineffective motivation includes creating a culture of fear, where the threat of losing their jobs hangs constantly over the salespeople’s heads. Whilst fear is a powerful motivator, if it is your only motivator, it loses its effect. People are also motivated by recognition, incentives, accomplishment and approval.

Effective motivators use the appropriate motivation for the situation, motivating people to not only stop doing what they shouldn’t be doing, but to keep doing what they’re doing right. When motivating your team you need to remember that money is not always the prime motivating factor – you need to really understand what motivates them as individuals and work these incentives into your management style.

3. Ineffective Accountability

Sales Managers with effective accountability ensure that salespeople understand what is expected of them and achieve or over-achieve with these goals. Sales managers with ineffective accountability allow salespeople to under-perform, to offer excuses rather than take responsibility, and to have no objective means of measuring results.

As a Sales Manager, the buck stops with you. If you don’t show your team that you trust them to get the work done, give them a clear list of priorities and a deadline in which to meet these targets, and motivate them to do a good job every day then they will never take responsibility for their own goals – and you will be left will a highly inefficient sales team who are happy to blame all of their failures on you.

4. Ineffective Staffing

Effective Sales Managers keep the high-performing sales staff they already have, and increase the productivity of the lower-performing sales staff, whilst recruiting new sales staff to replace those who leave or are let go.

Ineffective Sales Managers have a high turnover, wait until there is an opening before recruiting a new salesperson, hire low-performing salespeople, or have unrealistic expectations of how long after being hired it will take for a new salesperson to really begin producing good revenue for the company.

Choose your sales team wisely because you cannot truly achieve and excel in your role without the backing of a solid, determined and high performing sales team.

5. Ineffective Relationship Building

The stereotype of a salesperson is someone who wants to be everyone’s friend. Friendships are ineffective relationships for a sales manager. Instead, a sales manager must know how to create and sustain productive working relationships with every department within the company, and with key customers.

Although you need to maintain a professional relationship with your sales team, you also need them to respect you and believe in you as a manager – otherwise you will find it very hard to manage and motivate your team. Your team will respect you as a manager if you lead by example, include them in certain aspects of the decision making process and take a real interest in their ideas to help improve and progress the department.

Making your sales team feel valued and showing them the respect they deserve will do wonders for their confidence as a sales person, and will encourage them to meet their targets and goals.

6. Ineffective Tactics

Tactics are the best-of-breed methods of identifying and closing sales. Effective sales managers know how to identify the tactic appropriate for a given situation, and how to apply it. Ineffective sales managers rely on personal experience or guesswork to help them navigate the minefield that is the modern day marketplace.

You need to teach your sales team how to prospect for new leads, how to approach new prospects, how to work through the sales process, how to overcome any objections they may face and how to close more sales. As a Sales Manager, you should have a list of best practice tactic and techniques for dealing with prospects and clients, and you should also have the experience of what works and what doesn’t so you need to share this knowledge with your team in order for them to succeed.

7. Ineffective Strategies

Effective strategies take a company from where it is now to where you want it to be in the future. Ineffective strategies include blindly repeating the strategies that got you from where you were to where you are now, or failing to create any strategy at all.

Your team needs to know what is expected of them in their role, what their monthly/annual targets are and be given clear guidance from you on how best to reach these targets and how to succeed in their role.

8. Ineffective Processes

As mentioned in Deadly Sin #1, an ineffective or non-existent process can impact many other areas of the sales function. Effective processes give both the Sales Manager and the sales team clearly defined roadmaps of actions to take that will help them to achieve their desired outcomes.

As a Sales Manager, you need to develop a winning sales process for your business and ensure that your sales team understand what is involved in this so that they can succeed in their role. Without a sales process in place you will find it very difficult to measure the success of your team or to manage the department as a whole.

8.5. Ineffective Morale Building

Finally, the half-sin is allowing your sales team to fall into a state of poor morale. Poor morale can be caused by bad leadership or poor performance. If a Sales Manager takes care of the 8 areas above, morale should take care of itself. However, as a Sales Manager you can give it a helping hand by refusing to give in to negativity, and focusing on the success and productivity of your team.

Author credit: Managing Director of MTD Sales Training, Sean McPheat is regarded as a thought leader on modern day selling, management skills and business improvement. Sean has been featured on CNN, ITV, BBC, SKY, Forbes, Arena Magazine and has over 250 other media credits to his name. Sean’s Sales Blog is visited by 5,000 people every week and his 6 Sales Training Audios are free to download. Click here to follow Sean online.

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Innovation Through Collisions http://blog.marcbinkley.ca/innovation-through-collisions/ http://blog.marcbinkley.ca/innovation-through-collisions/#comments Wed, 21 Nov 2012 16:08:17 +0000 http://blog.marcbinkley.ca/?p=1204

Post-It Notes Were Born From Collisions Of Ideas

Innovations are often created when one or more ideas collide with another. A great example of this is the famous Post-It note.

In 1968, while working in 3M’s R&D lab, Dr. Spencer Silver failed at creating a strong bonding adhesive. The adhesive that he did create seemed to have interesting properties. The bonding agent was sticky on multiple surfaces, sensitive to pressure and appeared reusable. Dr. Spencer couldn’t shake the feeling that that the bonding agent could find a place in the market. For years afterward, Dr. Spencer gave countless presentations within 3M about the properties of this bonding agent and the potential for what this bonding agent could do.

Art Fry had attended one of Dr. Silver’s presentations. Six years after the adhesive was invented, Art was looking for a bookmark that wouldn’t fall out of his hymnal while singing with his choir. Art was looking for a bookmark that could stick in his hymnal and be removed without damaging the pages. Remembering Dr. Silver’s presentation from years before, Art took it upon himself to create a new product under the 3M Bootlegging policy. He used some of Dr. Silver’s adhesive, pasted it to the back of a small sheet of paper and created the first prototype Post-It note.

The story doesn’t end here.

In 1977, 3M launched Post-It notes to the public. Surprisingly, they didn’t fly off the shelves. In fact, they remained on the shelves like a lead paperweight might. But 3M believed in their new product. They suspected that customers would love to buy the product if they knew what Post-It notes could be used for. So 3M decided to start a massive sampling campaign to let consumers try out the product and share ideas with each other about how to use the revolutionary new product. The rest is history. Today, 3M produces over 1,000 Post-It products around the world which reportedly contribute to over $1B in revenue to the company.

Ideas often need to smash with others to become complete. Dr. Silver’s idea for a respositionable adhesive was an incomplete idea. His incomplete idea had to combine with Art Fry’s incomplete idea of a sticky bookmark. It wasn’t until these two incomplete ideas collided that the Post-It note was created. Finally, the practical ideas about what Post-It notes could be used for came from consumers field testing the innovative new product.

All three idea sources (Silver + Fry + Consumers) for Post-It notes had to combine and collide before the product became a success.

Do you have any stories about idea collisions to share? Are there any other famous examples you can think of?

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5 Practices of Great Leaders: The Art Of Leadership – #TAOL http://blog.marcbinkley.ca/5-practices-of-great-leaders-the-art-of-leadership-taol/ http://blog.marcbinkley.ca/5-practices-of-great-leaders-the-art-of-leadership-taol/#comments Wed, 03 Oct 2012 12:27:20 +0000 http://blog.marcbinkley.ca/?p=1173
Inspired Leadership

Inspired Leadership – The Gaping Void


Yes. I’m speaking to you.

Regardless of title, social status or personal style, YOU can make a difference. The effects of your leadership are not limited to your own life. Your leadership can also have an enormous impact on the lives of others. In short, you matter.

I had the pleasure of attending a recent conference put on by the great team at The Art Of. The speakers at The Art of Leadership were world class and invigorating. Vijay Govindarajaan opened the day speaking on Reverse Innovation. Susan Cain discussed the Quiet Revolution. Jim Kouzes provided insights on Practices of Leadership. Mitch Joel enlightened leaders on the Five Massive Movements That Have Changed Business Forever. Then Marcus Buckingham closed the day discussing leadership insights from his years of research. The gist of all the speakers was this: be accountable for your actions because they do matter.


Yes, I’m speaking to you again.

That you are here visiting my blog tells me a number of things about you. It’s very likely that you are A. able to read B. have a curious nature and C. that you’re passionate. These three characteristics are important because they can make you a better leader. You may be asking yourself ‘why should I become a better leader?’. The answer is because today, more than any other time in history, WE need YOU to lead.

Using the framework of great leadership provided by Jim Kouzes, I’ve tried to synthesize all that I learned so that YOU may become a better leader for us.


You have the ability to become a better leader than you are today. To make this shift, you have to be able to answer the two most common questions people ask of their leaders. Wherever you fall on the introvert-extrovert spectrum, these questions do not change. These two questions are:

1. Who Am I?
2. Where Are We Going?

The Who Am I? question is extremely challenging. We can easily see others for who they are, but the introspective nature of this question makes it difficult for us to gain perspective about ourselves. The good news is that there are lots of tools to help you figure out who you are.

Marcus spoke of his new StandOut product that helps leaders see themselves as others do. Susan created the Quiet Quiz so that you become aware of the choices that will energize your actions. Other sources like Sally Hogshead’s {F}Score and Simon Sinek’s Start With Why may help you answer this question. Being able to answer the Who Am I? question is hard work, and you’re worth it.

Where Are We Going? is a great question that should get you thinking about your goals. Before you do that, consider the evidence and trends that will shape the future. You’ll want to choose a path that is just outside of your current capability but in line with consumer behaviors. Here are some specific trends to consider when setting your goals.


– Answer these questions.

1. Good is the enemy of great. How might you strive for the latter?
2. Direct relationships are profoundly powerful. How can you create and leverage them?
3. How can you use consumer data to create actionable information that improves your customer’s experience?
4. How can you become more relevant and useful with your marketing?
5. Media has diverged into two forms: active and passive. Have you mapped your customer’s journey to learn how to best communicate with customers?
6. How might you prepare your company for a one screen world?


Imagination is powerful. When the process of imagining the future involves others, it can be downright transformative. Imagining a common future can help you connect individual employees to the greater purpose of your organization. This can be a more powerful motivational tool than money, bonuses or other carrot-like incentives. Consider this great example of shared vision from JFK.

“First, I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to the earth. No single space project in this period will be more impressive to mankind, or more important for the long-range exploration of space; and none will be so difficult or expensive to accomplish…. But in a very real sense, it will not be one man going to the moon–if we make this judgment affirmatively, it will be an entire nation. For all of us must work to put him there.”


One way to inspire shared vision is to use collaborative games that allow employees to imagine the future of the company and their role in it. You might like to try having your staff imagine their future on the cover of a newspaper.


Vijay made an excellent case for challenging the process when he asked “Why would a rich man want a poor man’s product?”. This line of questioning that he calls Reverse Innovation, allowed his team at GE to reframe the normal process of creating products and innovate their way to a new revenue stream.

The example used by Vijay was that of a typical ECG machine. Used by cardiologists around the world, these machines cost over $50,000 USD. While this product is great, its not practical for many rural developing nations. Often, there are no trained technologists to operate the machine, outlets to plug it into, or ways to transport it. The need to monitor a patient’s heart in rural India is no different than in downtown New York so the demand for a more practical product that works in rural India is real.

Rather than starting with the $50,000 USD device and trying to redesign a cheaper version of it, Vijay and his team looked at the usage requirements for rural India and redesigned solutions from there. They ended up with a battery operated, lightweight ECG machine that was simple to use and delivered world class accuracy for under $500 USD.


Challenging the process is not as difficult as others might have you believe. There are several tools and tactics you could use. First among them are questions that start with why. Examine and re-evaluate everything you do by asking “why do we do it this way?”. Here are a number of other tactics you could try:

How Might We …
Bright Spot Modeling
Forced Analogy innovation game
Design Thinking for educators


The key thing to understand about innovation is that ideas lie at the source. Unfortunately, most ideas are incomplete. In this sense, innovation is a numbers game.

In order for your organization to become innovative, you need a plethora of ideas moving through and around the entire organization. This form of idea-pollination is important for two reasons. First, that good ideas can come from anywhere; from any person; from any silo. Secondly, one incomplete idea often needs to collide with another in order for it to become whole.

There are numerous ways to enable others to act and get ideas flowing. However, before anyone is willing to act on or share an idea, their environment must welcome it.

I believe its critical for your organization to prepare itself for ideation. Remove any artifacts, people or cultural norms that propagate apathy, bullying, fear or learned helplessness towards ideation. Without a nourishing environment, ideas have nothing to take root on and will die before their time.


Fail Fast
Distributed decision making
Get a slanted desk
Productive physical spaces
– Rather than call more meetings, create whitespace for innovation: 20% time, Dabble Time, Facebook hackathons


“The creation of something new is not accomplished by the intellect but by the play instinct acting from inner necessity. The creative mind plays with the objects it loves.” Carl Jung

Jim did a fantastic job illustrating the point of encouragement by asking an important question. When you get encouragement, Jim asked, does it help you perform better? Everyone answered yes. There is a growing mountain of evidence which suggests that bottom line performance and low turnover are closely tied to employee satisfaction.

So what can you do?


– Say thank you.
– Offer genuine praise.
– Practice watching for the genius in others.
Care about and trust your staff.


I’d like to thank you for taking the time read this lengthy post. I know your time is precious and I hope you feel that spending your time here was valuable. Before you go, I have one last idea and a challenge for you. During her talk, Susan reminded me of a famous Albert Einstein quote:

If I had an hour to solve a problem and my life depended on the solution, I would spend the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.

Now here is my challenge to you.

How might you empower those around you so that your organization can become more innovative?

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Scott Stratten: The Business of Awesome For Realtors #bawesomeyyc http://blog.marcbinkley.ca/scott-stratten-the-business-of-awesome-for-realtors-bawesomeyyc/ http://blog.marcbinkley.ca/scott-stratten-the-business-of-awesome-for-realtors-bawesomeyyc/#comments Tue, 25 Sep 2012 21:12:34 +0000 http://blog.marcbinkley.ca/?p=1159

Scott Stratten – The Book Of Business Awesome

The following are notes from Scott Stratten‘s recent presentation in Calgary, AB. Thanks to CIR realty for hosting this event.


– Social Media is sexy speak for “talking”.
– Think of Allan, the awesome realtor who spent 6 months listening and learning about other members of the networking group without giving away his cards.
– You’re not supposed to give your card to everyone. Give it at the end of the event when you have permission to carry on the conversation.
– Don’t go for mass quantity and deal your cards out like a Las Vegas dealer.
– Go for connections.
– Ritz Carlton Story about Joshie

– How many resources do you spend designing a logo versus designing an experience?
– In the case of this story about Joshie, the logo becomes the experience of the customers
– Branding is none of your business. It’s what I (the customer) say it is.
– 95% of the time I don’t care what you do
– Marketing is not a task, it’s a verb. It’s what you do every time you answer an email, answer a question, pick up the phone, send a text etc.
– Listen to how your customers communicate. You don’t have to “believe” in it. It’s not Jesus, it’s communication.
– Marketing is really an experience. Next time you are free on a Tuesday afternoon head to the mall and see what experiences stores create for you. Which stores would you buy from?
– Was your experience at all like Lush?


– Passion does not come through ads
– Knowledge might


– Static & Ecstatic
– Static customers are price sensitive.
– Ecstatic customers are those who call to set a wake up call from the front desk at a hotel and end up ordering $78 pot of coffee because their experience was so good.
– There is an ROI in being awesome. It’s worth at least $70 in this case above.


– You are doing it wrong.
– Underground in a subway? no signal underground.
– On the side of a highway? I’m busy driving.
– Airplane pulling a banner? I’m not going to track the sky.
– Send it in an email? I’m already on my computer.
– Don’t put it on a sign then send me to a non-mobile friendly page.
– Ads in Airline magazines? no signal on a plane.
– Don’t think about QR codes as though you can use them. Think instead of whether or not you SHOULD use them.
– Usage of QR codes is very low. Moderate your expectations and use them when they make sense.
– Here’s a list of other epic fails in QR code usage


– Social Media can only take what you are and amplify it.
– Nobody has spare time to do social media. Make time.
– Social Media doesn’t change the fact that relationships take time to nurture.
– On Twitter, the only number that matters (to Scott) is the % of @replies. His is over 80%. You can measure your own on Tweetstats (I’ve got work to do, my own is a paltry 37% in comparison)
– Social media can enhance events.
– Social is a networking event. It is not a place to sell your MLS listings IN ALL CAPS.


– Pinterest works because of passion, not profit (ideas from most followed Pinterest users here)
– If you have to pay for repins, followers or RTs you’re doing it wrong.
– Become a catalyst for conversation. Look at how Whole foods is doing it.
– Find out who’s pinned your site by typing this into your address bar http://pinterest.com/source/yoursite.com/


– Don’t blast events to everyone. This creates apathy

The Third Circle Is Where Viral Lives

– First Circle: people share because of their relationship with you. Not your content.
– Second Circle: People see the content and share it for their own reasons.
– Third Circle: This is where viral happens.
– A alternative version Scott’s third circle was created by Amy Sample Ward. This may help deepen your understanding of this concept.
– If you get 1,000 views on your content is that viral? It depends. If you emailed your content to 1,000,000 people to get 1,000 views then no. If you emailed it to 10 people and get 1,000 views then yes.
– Facebook Edgerank categorizes and suggests content to users based on the content’s ability to get into the third circle.
– The most viewed and shared content gets the most traction. Go for emotional content.

Dog in a Backseat – Will not go Viral

Dog in a backseat – Will go viral

– Don’t post listings with every time.
– Share great content or really awful content. Both are intriguing for their own reasons.


– Social Media evens the playing field. Everybody has 140 characters to tweet. What you do with those characters and how often you use them is what makes the difference.
– Outrage does not take a day off. Papa John’s story about “Lady Chinky Eyes” is a good example of why you should have a social media policy.
– You can use humour to address issues

How to handle Social Media Challenges by @nenshi


– Is so awesome. It’s the best way to communicate to most of your market.
– If you are unawesome, people will unsubscribe.
– Consider adding an interesting automated reply when someone unsubscribes like the one from Groupon below.

– when someone subscribes to your list consider an interesting automated reply like the one Scott has

Thanks for signing up to the Un-Marketing newsletter. I know how an
inbox can get crowded and I appreciate you allowing my newsletter
to get through the clutter.

May I ask what line of business you’re in? It helps me tailor the
newsletter to you even better.


Scott Stratten, President
Bringing Customers To You


– Can you be as awesome as Austin Pizza? They created a great customer experience by fulfilling a request to draw a unicorn fighting a bear on a pizza box.
– Don’t build another realtor page. There are 1,000s of them already.
– Do build a page focused on the community you sell in. There aren’t enough.
– Give back a lot more to the community. In time, they will pay you back.

How might you use social media to showcase your awesomeness? By all accounts, Kelley Skar is a realtor doing a great job with it. Is there anything you can learn from him? Please leave your comments and feedback below.

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Panel Discussion: The Business of Awesome #bawesomeyyc http://blog.marcbinkley.ca/panel-discussion-the-business-of-awesome-bawesomeyyc/ http://blog.marcbinkley.ca/panel-discussion-the-business-of-awesome-bawesomeyyc/#respond Fri, 21 Sep 2012 19:39:13 +0000 http://blog.marcbinkley.ca/?p=1152 Tweet

Thanks to CIR Realty for hosting this great event. I missed the two other guys who were instrumental in putting this day together but if anybody and comment on their names, I’ll name sure to add a link to their business.

I was about [...]]]>

Consumers Have Many Choices, How Do You Influence Them?

Thanks to CIR Realty for hosting this great event. I missed the two other guys who were instrumental in putting this day together but if anybody and comment on their names, I’ll name sure to add a link to their business.

I was about 1/2 hour late so I’ll start this post from the point of time that I arrived.

Panel Discussion

Moderator: Kirsten Bartlett
Speakers: Doug Lacombe, Doug Firby, Richard Bartrem

Q. How do you measure ROI?

– You’re selling ideas so it’s important to track how successful the ideas are implanted. This leads back to trust and so it’ important to prove what you claim. For oil & gas companies, it’s not enough to claim that you’re not harming the environment, you have to prove it.

How can realtors stand out?

– MLS listings are a commodity so inventory is not a differentiator. Whether or not I can stand 4 hours a car with you is.

If content is King, what is your approach to content strategy?


– Create content that builds trust.
– Think about how the content builds or breaks your reputation.
– Try to create content that raises your value (value = Benefit/cost).
Relevance is King, not content
– Social Media allows Westjet to explain to customers what’s happening behind the scene.
– Create a space for customer generated content “Dear Westjet, please whisk me away to _________”
– Try to stimulate conversations.

What Kinds of things are you scaling back on in your Marketing for 2013?

– Questioning the value of Newspaper. We need to get a better understanding of how consumers are using digital content and how we can reach them.
– Market is so competitive we are also scaling back on print. Digital is quicker and better able to respond to rapidly changing market conditions. Mobile is a very real platform that we need to figure out.

– We are all trying to figure out the right media mix but newspaper is definitely decreasing.
– Video and web are becoming core components of this mix.
– Everyone wants to know what gives me the best bang for my buck. Digital gives us the ability to track everything.
– Guesses that 10-15% of marketing budgets are being allocated to Social Media and digital spending. This area is growing mainly in web and video.

– When he took over at CREB there was no organized activity in new media so he focused on this.
– Experimenting with video and blogging.
– The transition from traditional to social is like shifting sands. If you turn your back on traditional media you are losing lots of opportunity (cool example here).
– Understand who your customers are and what kinds of ways they communicate (great tool here).
– Always think about how you can add value.

What can we do in 2013 to better market our business?

– Unlock your tribal knowledge.
– Let me know about the things you are passionate about. Why is this community so great? What are 3 things I should know about this house or neighbourhood?
– Social media is an opportunity to share your knowledge

– Become liked, known and trusted.
– You can create an illusion of being everywhere by cherry picking your spots and consistently being present there.

– Don’t do it if you’re not going to commit to it.
– Go in to build relationships. Invest the time.
– Limit your platform choices and commit.

Find Your Voice
– Don’t think about social media as work. Think about it as talking to people.

What platforms should realtors use?

– Start with who you want to reach. Then match your strategy and platform selection to best reach that customer.

Are there any DO NOT DOs in Social Media?

– Your public profile is both your business and personal profile. The are interconnected and you can’t unsay things so be careful of what you say. It’s like a person who is driving a company car with a logo on it then goes out and drives like an idiot in public.
– Don’t automate your feeds.
– Don’t give your brand to an 18 year old who is going to tweet for you.
– Don’t stray too far off point.
– Don’t wing it. Have some governance model or social media policy.
– Don’t get angry in social media channels.

Up next will be my notes from Scott Stratten’s talk.

Did I miss anything? Are there any points you can add or expand on? Please leave your message in the comments below.

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