Eric B and Rakim wrote the book on hip-hop’s modern era. They know a thing or two about customer engagement too Whether we’re a brand or a celebrity, the point isn’t what customers think about our brand. The point is what our brand thinks about our customers.

Lots of strategic marketing is B2B.  But there’s not much strategic marketing resource out there on using social media in a B2B context.
So here are three good places to start:
Social Media & B2B
View more presentations from Ryon Harms.

Social Media B2B Marketing: Adhesives and Sealants Industry
View more presentations from Ira Kaufman at Entwine Inc .
Lastly, [...]

Can any company with bad customer service survive in a world of ubiquitous social media? Here’s a small round-up of the many ways in which my local train company, First Capital Connect, is committing customer servicide.

Imagine the cost of bad customer service in a world where 200 million blogs exist and 34% of bloggers post opinions on products and services. Bad customer service begins to sound like customer servicide doesn’t it?