Monday, December 6th, 2010 Posted in best practices, business model innovation, buying behaviour, cmo2.0, Hyper Social Enterprise, web 2.0 | 2 Comments »
At the recent 2010 CIO Summit - The Year Ahead - Tony Scott, the CIO from Microsoft asked the audience the question: "who here is best friends with their CMO?" ... Read more..
Friday, August 13th, 2010 Posted in Interesting Links | 1 Comment »
I am a big fan of jetBlue, and of many employees that I have met during my travels. In fact, it is my favorite airline and I would fly it ... Read more..
Thursday, June 3rd, 2010 Posted in word of mouth, worst practices | 5 Comments »
Amazon lost one of its most loyal customers yesterday - ME.
I used to be a walking billboard for Amazon. I felt like they cared about me and were delivering me ... Read more..
Tuesday, May 5th, 2009 Posted in customer service, social media, social networking, Strategy | 2 Comments »
More so than for any other department within your company, taking advantage of the social in customer support requires that your organization be allowed to behave social as well. The ... Read more..
Wednesday, October 22nd, 2008 Posted in customer service, marketing, social media | 5 Comments »
We just finished a series of in-depth interviews with companies who are deploying social media as part of their business processes. Most initiatives were marketing based - and none were ... Read more..
Wednesday, June 11th, 2008 Posted in best practices, customer service, marketing | 12 Comments »
As you may recall, I had my share of problems with my last laptop, which culminated in a bad customer service experience. I was sufficiently incensed to blog (see ... Read more..
Tuesday, June 3rd, 2008 Posted in customer service, innovation, marketing, Strategy | 1 Comment »
I had the pleasure to see Tony Hsieh from Zappos.com talk about the importance of corporate culture at the recent community 2.0 conference.
I was left with two new proof points ... Read more..
Thursday, March 20th, 2008 Posted in worst practices | 1 Comment »
[Update 6/11/08 - I wrote the story of how Lenovo Wow'd me and turned me into a loyal customer once again here]
After spending 7 hours diagnosing my 8 month old ... Read more..