Tuesday, April 28th, 2009 Posted in customer service | 1 Comment »
Many people confuse community-based customer service with crowd-sourcing customer service, but in fact leveraging hyper-sociality in customer service is not the same as crowd-sourcing your customer support activities.
In some rare ... Read more..
Thursday, April 2nd, 2009 Posted in social media | 5 Comments »
Social media allowed the social to scale beyond anything that we've ever seen before. To succeed in leveraging social media and the inevitable invasion of the social in everything we ... 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..
Saturday, October 11th, 2008 Posted in customer service, marketing, word of mouth, worst practices | 7 Comments »
I am scheduled to travel to Belgium to visit my father who was diagnosed with two aneurisms and is facing a fairly complex and dangerous operation later this month. When ... Read more..
Monday, March 24th, 2008 Posted in best practices, customer service, marketing, marketing communications, word of mouth | 4 Comments »
You brand is defined by the consumer, not by you - I think everyone can agree with that. In the same breath, most marketing pundits will add the fact ... Read more..