Conversation Agent - Valeria Maltoni - The Difference Between What Hip Looks Like and What Hip Is

« How Does an Editor Sort Through Information? | Main | It Ain't Easy Being a Green Marketer »


This is one of the biggest problems it seems with companies that fail and/or struggle to effectively utilize social media - they don't care to understand why it's cool or why it's working - they just want to be cool.

One must understand how social media works, why people are doing what they are doing, and how to engage these people in a personal, heartfelt way, and not to spam them with ones crap.


Great insights. We can't paint over ugly. Saying we care when we don't is almost worse than just saying, "Look, we had to cut our costs, so we no longer have enough customer call center reps to meet or exceed your expectations. Please be patient with us."

Of course, the above disclaimer doesn't solve anything either. The truth: In today's commoditization world, customer experiences represent the only way to differentiate and distinguish ourselves. Cut down or don't train for great customer experiences at our own risk.

The comments to this entry are closed.

Conversation Agent

  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


As seen on

Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.