How technology enables companies to connect with customers
Case Study: An Influential Mom Blogger Caused Mainstream Crises Popular blogger, Heather Armstrong (@dooce) was dissatisfied with her non-working Maytag appliance. Following protocol, she called their support number, yet her issue was not solved. Stonewalled, she argued/warned the support staff that she was on Twitter, … Continue readingMatrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value
Update Jan 7, 2011: I am no longer updating this list, instead, find the more updated list for 2011 for Corporate Social Strategists. As an industry watcher, I look at trends, data, spending, technologies, yet what’s really important is watching the trend of professionals as … Continue readingList of Corporate Social Media Strategists, Corporate Community Managers in 2010
A few weeks ago, I was invited to join a discussion with Joshua-Michéle Ross (O’Reilly ), Stowe Boyd, thought leader, and Peter Kim (former colleague at Forrester, now at Dachis Group) on the topic of social business. Listen in, as there’s not really a lot of content on … Continue readingO’Reilly Webcast Social Business: Taking “Social” to the Core of Your Organization
Companies With Support Communities Not Ready For Changes To Come For over a decade, with simple BBS systems to community platforms, support communities haven’t undergone much innovation. Often a silo and tucked away in a website, these communities are going to take center stage. With … Continue readingExpect Rapid Evolution of the Branded Support Community
Two Key Additions In Growth Areas: Lora Cecere, Alan Webber We’re pleased to announce that we’re expanding two new partners Lora Cecere (full bio), Supply Chain Management and Alan Webber (full bio), Government Innovation. Founding partner, coauthor of Groundswell, Charlene Li discusses the hires and … Continue readingGrowth at Altimeter Group: Supply Chain Management, Government Innovation
Every fourth Monday of January, let’s take the time to pause, recognize, and celebrate the efforts community managers around the world to improve customer experiences. Passionate About Customers The title matters not, whether it’s online customer advocate, online customer support, company evangelist, disgruntled customer handler. … Continue readingCommunity Manager Appreciation Day #CMAD (Every 4th Monday of Jan)
Companies Must Approach Social Programs In A Coordinated Effort Many companies are enthralled by the opportunity to use social technologies to connect with customers, yet many lack a plan or coordinated effort. Additionally, things are going to get more difficult as they don’t realize that … Continue readingSlides: Four Social Media Trends for Business in 2010
Companies should have a ‘Customer Strategy’ not a ‘Twitter or Facebook Strategy’. To start, first understand your customers social behaviors, below are the slides and recorded webinar featured yesterday by Charlene Li and myself. We know that customers are adopting new technologies to communicate with … Continue readingSocialgraphics Help You To Understand Your Customers: Slides and Webinar Recording
Forget Farmville or Mafia Wars, Microsoft wants you to play Excel –pivot tables FTW. Most software training and help resources are painful experiences written by technical publication editors. We know that most tutorial and help sections within applications are horrible to work with (I’ve shaken … Continue readingMicrosoft Makes Work Fun: Office Launches “Ribbon Hero”, A Social Game
For the third year running (see 2008, 2009) I’m going to aggregate stats in the social networking space on a single blog post, and update it through the year. Data fiends should bookmark this post for future reference. Stats are important but on their own, … Continue readingA Collection of Social Network Stats for 2010
