CreateSpace Really Is Awesome

I need to take a moment for this even though the recipients may never see this.

CreateSpace is awesome.

I’m not even talking about how it’s proven (for me) to be a great platform to publish my first books.

I’m talking customer service.

Twice now I’ve had to contact them about something I just couldn’t figure out on my own. The first time, I received a helpful response within a day.

This second time I received an apologetic email saying how Tropical Storm Nate made them temporarily close one of their centers, so all the other centers are working as quickly as they can to respond.

The very next day, I had a response that again was very helpful.

And the fact that I’m calling this out the way I am goes to show how we’ve come to expect quite the opposite when reaching out to companies.

Happy books to you!



What It Means to Work Out Loud With Customers

Yay! Here is my interview with the dynamic Simon Terry, about how I drive engagement on my company’s customer-facing networks using Yammer. I had a smashingly good time, so scroll down & click to read more!


BeckyBenishek_picBecky Benishek is Social Media and Community Manager for the Crisis Prevention Institute, the global leader in behavior management training. She talks to us about the role of working out loud in external Yammer communities at the Crisis Prevention Institute.

Becky, can you share with us how the Crisis Prevention Institute has been using external communities?

The Crisis Prevention Institute now has two external communities. We are an organization that delivers training to education, healthcare and other long term care organizations. The first community we launched is for our 30,000+ Certified Instructors. These people train others in their organizations and ultimately train over 10 million people across the globe.

We have just launched our second, which is focused on providing person-centered care in dementia and is our first community that allows not only customers but clients and thought leaders who may not have taken our training but who advocate…

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My First YamJam: SUCCESS!

I’m still excited about it.

But this was me (and Yammy) BEFORE. I still had hours left to go before the YamJam started.


I am sure it will ALL BE FINE

And this was me after!



Yes, in addition to changing into a loud-mouthed frog, our first official YamJam was an unqualified success.

I know people use that phrase a lot, but I used it here because:

  • We had a highly specialized topic for our first Jam,
  • We knew going in that not everybody would be able to join. Our customers are often busy doing the things we talk about them doing, and this was no exception, and
  • After I posted the first question and waited those few breathless moments, when the first response appeared, I knew they “got” it–both this new format and what we were trying to achieve, which ultimately is to help our customers learn from each other.

And they were still chatting a half hour or more even after I’d officially ended the chat!

So. That’s why I’m still excited, because we proved to ourselves that this works for our customers, and we’re so going to do this again.