By Kyle McCabe | July 14, 2010

In a brilliant and entertaining blend of traditional advertising and social media, Old Spice simply nails it here.  With a traditional TV spot posted on Youtube, they simply monitored comments on the video, as well as on Facebook and Twitter, and then shot and posted video responses to some of them.

Simply amazing. This has got to be the first time in a long time any advertising, by itself, has made me want to purchase a product!

And they’re still doing it. Prepare to waste your afternoon…

Thanks for coming back! We'd really like to hear what you think of this post, so don't be shy with the comments!

By Kyle McCabe | July 7, 2010

A while ago I wrote about the idea of being “transparent” or “authentic” in the social web. My theory is that full transparency is actually over-disclosure (and therefore undesirable), and authenticity just means don’t be fake (rather than meaning “show yourself without any sort of filter,” as the word might imply).

This theory applies to social business (use of social media for an organization) as well.

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Transparency in Business

No single person is obligated to tell anyone anything (outside the legal sphere), but good communication demands a certain level of honesty. …Read more »

By Vincent Tyson | June 10, 2010

Toyota, apparently one of the most popular brands in America, and indeed one of the largest car makers in the world, seems to have a little PR problem. KOTA TV recently interviewed our CEO, Robert Sharp, asking him what his opinion on the whole debacle was. Robert has been quite open with all of us here about his view of the saga which has devastated the car maker’s finances, after having to recall millions of its cars and SUVs as well as its luxury brand Lexus which shares the parts bin with its bigger brother.

So what was Robert’s take? Well let’s start with honesty – it’s clear Toyota knew there was a problem early on, and with such a stronghold in the car market they should have reacted far sooner, leaving owners and potential customers in no doubt that their interests would be protected by this giant of manufacturing. Instead, it hesitated, confusing the media with mixed messages, many being perceived as dishonest, misleading and unprofessional. It seems that even those at the top of Toyota were not sure of how to react, and after several deaths, insurance industry investigations and lawsuit filings, they finally (kind of) admitted liability. …Read more »

By Vincent Tyson | June 8, 2010

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The last time I wrote a blog for RSA I discussed the joys and pitfalls of the customer service experience, and promised to return with an update on the window issue. Well I am pleased to say the glass was finally replaced and they did it on time! Wow – some good news.

Now I have another story that addresses customer service and its huge importance in today’s world.

Customer Service Failure

This customer service story involves Sears. The situation has angered me so much that I was forced to employ measures that I had never used before. …Read more »

By Kyle McCabe | May 27, 2010

...since sliced bread.

Q: I get a lot of clients asking me a number of variations of this question: “What’s the Next Big Thing?”

This is good! They’re interested, they’re anxious – they observed the boom of social media and they want to get in on the ground floor of whatever new craze comes along.

A: So here is the answer: it doesn’t matter. The corollary is that no one really knows for sure. Yes, you can speculate all day long – and people have – but the reality is no one knew Twitter was the Next Big Thing until it was.

Well I can tell you the Next Big Thing is data and communication implants, but it’s nothing more than wild speculation. Also, scary.

Among people who are reluctant to get involved in the web, social media, SEM, and mobile marketing, I get the sense they think they’ve already missed the boat, and so they ignore it. They’re waiting around for the Next Big Thing, instead.

Well yeah, you’re missing the boat. But guess what: Das Boot is a ferry – there’s always another chance to hop on and join the party on the other side. Stop waiting around for the Next Big Thing, because if you’re not already involved in This Big Thing, chances are you’ll completely miss the next one.

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Photo courtesy of cogdog

By Tarah Heupel | May 20, 2010

Ericka Heiser speaks to 1000+

Yesterday a few of us had the opportunity to attend the first Day of Excellence in Rapid City. Hosted by Leadership Rapid City, the one-day conference focused on fostering personal and professional growth.

We showed up to the Rushmore Plaza Civic Center yesterday, coffee in hand, interested to see if the speakers would have anything to teach us (and praying they would be funny). More than 1,200 people had the same idea, and luckily, we weren’t disappointed. …Read more »

By Aubrey Watts | May 7, 2010

Simplicity and Social Media….Do they really go together?

In an age where advertising isn’t just about a billboard and a plan, many marketers are running around in circles trying to figure out the next platform to follow. While most large companies are looking for the next big thing, the next idea to get them ahead of everyone else, we like to remind our small business owners that simple can still be better.

What Is All The Fuss Really About

From Twitter and Facebook to Foursquare and Gowalla, there is plenty to choose from in the social media world when it comes to creating buzz without spending the cash. If you have asked yourself many times, “Why does any of this matter to me?” It’s simple. Advertising to your customers not at them, can be the best way to reach multiple demographics at one time.

While traditional advertising can still play an important role in any business owner’s marketing strategy, social media can play just as an important part in the grand scheme of things. Just as word of mouth between friends, family and co-workers can raise …Read more »

By Kyle McCabe | April 6, 2010

Last week I wrote about OTA Sessions, which I attended the week before, and gave some overall thoughts about the experience. For the next couple of posts I will attempt to dive a little deeper and find out what it all means for you and I.

Most of the ideas discussed by the event speakers can be boiled down to one thing: changes. Changes in the marketplace and marketing; changes in the “consumer,” and the “user”; changes in the way we interact as people, and changes in the way we do business because of it; changes in our thinking and our actual physiology.

So how exactly has the marketplace changed? Here’s what some of our speakers had to say about the current state of things, with a little commentary thrown in: …Read more »

By Kyle McCabe | February 4, 2010

"The cobbler's children have no shoes."

We’re entering 2010 with a new website, but also a fresh perspective and a new appreciation for the position our clients are in when embarking upon web development projects.

As an agency that offers web development as a core service, we’ve been painfully conscious of the need to update our website for a few years now. It took us a good long while to devote enough attention to getting our own work done, for the obvious reason of being extremely busy with client work. As Robert once put it, “The cobbler’s children have no shoes.”

Of course finding the time was only part of it. It’s often said “you are your own worst critic,” but we never thought we’d also be our own worst client. Turns out we are. …Read more »

By Kyle McCabe | January 26, 2010

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In an economic drought, good customer service is digging for water. You have to work at it and be smart about it, but it doesn’t have to be difficult. Here are a few things you can do right now to improve your customer service.

1. Listen to your customers
Listen to their complaints. Listen to their problems and their solutions. Listen to their successes and failures, their goals and plans, hopes and dreams; their boring and crazy stories. But don’t just be passive. Ask your customers to talk!

These are the people you need, and who need you. They are the lifeblood of your business, and they are your community. Get to know them, build relationships. Build trust. It starts with listening. Share their excitement, but be quick to root out and squash the causes of their frustrations. …Read more »