Jive Comes Around, Focus on Customers
Social communities are instrumental to both social media and customer support strategy Jive’s announcement this past week to focus more on Social Customer Service is further validation that customer communities are instrumental to both social media (marketing) and customer support strategy. Employee collaboration software offers an array of benefits for companies but increasingly what they [...]
Some Economic Consequences of Dreamforce
It’s worthwhile to consider the economic consequences of Dreamforce — the products announced as well as the cultural issues it raised. Now, I am not an economist and I encourage you to think about that and maybe not read this if that matters. Many people might look at the news coming out of San Francisco [...]
The Social Enterprise
Last week Marc Benioff was in Boston with another regional Cloudforce tour event and Stephen Denning has written a good book. There is a connection between them. The day after the Boston Bruins clinched the Stanley Cup, Benioff was in Boston and thank goodness the company decided on a noon start time or more than [...]
The Evolution of Customer Service
I think that some (maybe a lot) of businesses are struggling to understand what customers want from their customer support organizations. Customer expectations seem to have changed over the last few years, or maybe what’s changed is the customers’ ability…
Engaging Customers on Facebook
In preparing for a webinar this week with Lithium Technologies on Facebook and your brand, I spent a bit of time researching best practices for engaging customers on Facebook. I’ve pulled together a list and thought it might be useful…
