I'm B.L. Ochman,. a Fractional CMO, and I've been helping blue chip companies, agencies and associations incorporate new media into their marketing mix since 1996.

I'm an AI-literate multi-media content creator, live-stream event and podcast producer, journalist, ghost writer, social strategist and producer of socially shareable videos.

Let's talk about how I can help you.

I co-host and produce the award-winning weekly Beyond Social Media Show

I contribute to Ad Age Digital Next, Social Media Today and others. On Twitter, I'm @whatsnext.

Customer Service Issues Archives

What you should know about RCN unreliable service & connectivity
7 Key Customer Service Guidelines Brands Need Now
Why nothing else matters if your customer service sucks
#AskTrump Twitter Debacle, Lady GaGa’s Viral Video; #PigGate
Giuliani Blasts Obama & Social Media Blasts Back
HRH Prince of Wales’ Hangout, Anti-Gun Humor, Hotel Privacy Shocker
[VIDEO] Ferguson Protests, Cyber Attacks & an Aroused Horse
[VIDEO] Comcast’s terrible customer service goes viral (again)
Coke’s Social Media Guard, AT&T’s Home Security & A Load Of Crap
Sochi Hotel Issues, Amazon reads your mind, Smello-phone
Beyond Social Media Show # 24: Home Depot’s racist Tweet, Dolphins’ Bully, YouTube policy backlash
Beyond Social Media Show: Worst QR Codes Ever; Google+ Helpouts Coming; Weiner weiners; stats you need, tools you can use
Nutella goes nuts – sends Cease & Desist to its biggest fan
Nothing Else Matters if Your Customer Service Sucks
Study of top 100 e-commerce checkouts shows 82% have usability issues
Staples demonstrates how not to do customer relationship management
Facebook silent as my account and 45,000 others are hacked. 600,000 Facebook logins are compromised daily. What to do if your Facebook account is hacked.
Apple makes buying the iPhone 4S a royal pain. FAIL!
What brands can learn from Airbnb’s reputation management disaster
Google’s missing link: customer service. It has none.
Don’t call us! 47 of the Fortune 50 have no phone number on their homepage
Top 8 ways to stop pissing off (and losing) your customers
Why I’m cancelling my NY Times subscription
Six lessons companies can learn from customer service hell
CVS_Cares on Twitter: one of the Internet’s silliest moves. Perhaps ever.
Social CRM, Part 2 – MediaTemple’s Heroic Measures for a Damsel in Distress
Dear Delta Airlines: Nothing Else Matters if Your Customer Service Sucks
Three Top Ways to Damage Your Brand With Social Media
Home Depot 1999: Forbids Suppliers to Sell Online; 2009: Tweeting For Customer Service
Dear Corporations: Nothing Else Matters if Your Customer Service Sucks
Amazon Silence in the Face of Social Media Firestorm Demonstrates – again – the Need to Monitor Your Brand 24/7
Dear Jeff Bezos – Here’s How Amazon Lost Me as a Customer – Forever
Customer Service – Nothing Else Really Matters
Apple Silence on iPhone Issues Likely to Bite Its Ass
Companies Not Answering Emails for Days, Weeks, Even Months
New Balance – Customer Service As It Should Be!
Fresh Direct Customer Service Issues Will Be Its Downfall
Why Social Media – And Andrés Bianciotto – Rock and Why PR Week & Adicio Still Suck
Hey Splenda! You Missed Splenda-Sucks.com
Want to Avoid Online Nightmares? Don’t Piss People Off
Time Warner Causing Major Email Headaches
Microsoft Support Explained
Mac Power Book Book Pro Problems, Chapters 2-5: Still No Internet Connection Possible
Kiss Your Day Goodbye When You Need Tech Support
Dell Takes a Step in the Right Direction With Dell Idea Storm
Wall St. Journal Has Subscription Offer Ass Backwards
How the Dell Hell Story Ends – It’s Incredible
PayPal to Customers: Screw You
My Turn to Be in Dell Hell
Missing from Natural Selection Food Statement About Tainted Spinach: A Heart and an Apology
Adweek Subscription Fraud: Consumer Beware
Mapquest Directions: BEWARE!
Furor Over New Facebook Features is Ridiculous
Has Your Laptop Blown Up Yet?
Despite Total Lack of Crisis Planning, Dell Battery Recall is Actually an Opportunity for Dell
Michael Dell’s “Brownie, You’re Doing a Helluva Job” Moment
Leaks About Dell Battery Recall Forced Uncoordinated Anouncements
Dell Update: The Promise
Another Dell Mr Fixit Customer Specialist Says Sorry We Dropped the Ball
Dell’s Stock Plummets: Customer Service Cited. Where’s Michael Dell?
Dell One2One Blog Shares Name With Porn Site.
Dell Called Me: Well, Knock Me Over With a Feather
Cadbury Goes for Total Message Control in Product Recall
Blogger Chronicles 230 Days of Sony Customer Service Hell
Hey Loew’s! This is America. Customers Choose What They WIll See. Not Movie Theaters.
Squeaky Wheels Get Oiled, Perhaps
My Bag is Lost and I’m Stuck in American Airlines Customer Service Hell
Reservation Rewards is a RipOff. Shame On You 000 Domains!
Commerce Bank: Unethical Customer Policy, Liar, Liar, Pants on Fire!
Chevy Gets the Picture Not!
Diamond Pet Food Contamination Kills 76 Pets, and Company Inaction Makes Matters Worse!
Symantec Discount for You All
NY Times and Wall St Journal Articles Bemoan the Death of Message Control
Can The Consumerist Help Solve Lenovo Bait & Switch Scam?
IPAQ 2755 and Verizon – A Customer Dis-Service Story
Buy.com: The Do-It-To-Yourself Identity Theft Kit
Zone Labs Goes Extra Mile on Customer Service
Apple Admits Flaw In Nano. Are You Listening Michael Dell?
Dell to Customers: Go to Hell, Unless You’re Rich
What’s Next’s Great Customer Service Award of the Week
Quill.com: Customer Service Done Right