Social Media not a campaign it’s a commitment

A while back I created a post called – There is no “campaign” in Social Media because when marketers use the word “campaign,” it tends to suggest an initiative to get a message out to a targeted group of constituents. It also implies there will be a beginning and, somewhere down the road, an ending.

And [...]

February 2nd, 2010 | Category: Blogging, Communications, Crowdsourcing, Customer Support, Enterprise 2.0, Reputation Monitoring, Social Media, Social Networking, Web 2.0 | 14 comments

2010 – Welcome to the Age of Customer Service

At the end of the last decade we saw Amazon snap up Zappos for $928 Million. Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there.

Social media has forever changed the balance of nature in favor of the [...]

January 5th, 2010 | Category: Communications, Customer, Customer Support, Social Media, User Generated Content | 7 comments

The Tipping Point and your Contact Center

Back in the year 2000, Malcolm Gladwell published his landmark book called The Tipping Point. And little did he know 9 years later he would have set the stage for how many Contact Centers handle Social Media?

Let me explain …

Many of the most Socially advanced Contact Centers today are using tools to listen in on [...]

November 3rd, 2009 | Category: Customer Support, Social Media | 2 comments

Using Social Media to Deepen Customer Relations

An obvious win for companies looking to jump into Social Media is in the Customer Support area. As more and more customers voice their opinions online, the choice is not if you should be responding using Social Media, but when are you going to start responding!

I recently saw figures from Josh Bernoff of Forrester Research [...]

August 26th, 2009 | Category: Customer Support, Social Media | 10 comments