Below are the four ideas suggested by panelists in the Next-Generation Customer Experience panel at Constellation Connected Enterprise 2013, when given 30 seconds to state 1 thing that brands should do to improve customer service or customer care:
A few of my colleagues recently published a very interesting paper entitled, “How Digital Technologies Are Changing the Way We Work”, and their predictions have interesting implications on brands who intend to empower their employees in social media.
In this video, Susan Emerick followed Brian Solis on stage at the 3M Think Tank last week, and gave an overview of key concepts from The Most Powerful Brand on Earth, for an audience of marketing thought leaders from around the country:
This excerpt from a conversation between Seth Godin and Mitch Joel explains what I believe to be part of the rationale for companies to empower employees and partners in social media. And why employees should seek to develop their own professional presence in social media, for the benefit of the employee and the brand.
Bill Gate Think Weeks Steve Jobs – zen meditation, stop responding to all that is coming in Success seen as money and power — 2-legged stool. 3rd metric of success: well-being. Space. Silence. Giving back. Give me a place to stand, and I can move the world. We are moving into a place where marketing […]
Since the dawn of social media listening, tool vendors have claimed that, unlike all of their competitors, THEIR tool can provide the actionable insights that you so desperately crave. But it simply is not true. Perhaps their tool, combined with skilled people, can do the trick. But the answer to your desire for actionable insights can never be solved by any tool alone.
The best quotes from the 2013 Content Marketing World conference…
Gartner recently published their 2013 Hype Cycle for Social Software. Its a great list of technologies evolving in the space, and also includes a few types of initiatives, which aren’t really software — such as “No-email Initiatives”. It is not entirely clear why some technologies are split between mobile and non-mobile (e.g., mobile collaboration gets […]
The folks at Eloqua compared the sources of web traffic from social venues, between B2C and B2B brands using their marketing automation solution. They found striking differences, as shown in the chart below:
Recent mistakes by Bank of America on Twitter have people wondering if customer care will survive in social media, or if brands will eventually stop doing it. We believe that social customer care will continue to grow because customers demand it, and the economics for the brand support it.