Social media provides organizations the opportunity to engage in conversations, develop a rapport with the audience, foster a community and do more in a very effective manner. Many organizations, including most Global MNCs have realized the potential and benefits of social media, as can be seen by the...

After a sabbatical of sorts (read traveling to Kerala, Corbett and Bali), I’m back in the social media circuit. This month I will be on the panel of speakers on two events on social media. The first one titled SMS (Social Media Summit) will be held in Chennai on the 4th of November where I will...

To quote that Facebook is the most influential social media platform in the world would be clichéd. Every other organization or brand in India worth its salt has a page on Facebook to ride the social media bandwagon and be a part of the action. Unfortunately, very few brands get it. For many Indian...

“Seek first to understand, than to be understood”, Stephen Covey said. A very simple message indeed, but often overlooked by organizations.  Understanding what your customers want and tuning in to the eco-system of your business is essential, if not a necessity. Social media fortunately lets you...

I will be speaking on the impact of customer service through social media at the Enterprise Forum 2011 in Mumbai. There is no doubt that social media has changed the paradigms of customer service, and in the course of preparing the presentation I delved into my own experiences and the multitude of examples...