Followers! Likes! Retweets! Value?
In the column, "Your Social Media Strategy Must Go Beyond Twitter Followers and Facebook Likes," I extolled (thank you, Word-of-the-Day calendar) Dunkin' Donuts for its exemplary use of Twitter in turning my negative customer experience into a net positive. Even though I probably would have continued to patronize them, let's instead say that their thoughtful tweet saved them my business - which we'll estimate at roughly $300 in delicious coffee per year. Read More



