5 Recession-Busting Customer Service Strategies
posted on: Oct 24, 2009 | author: admin
CRM Magazine Feb 23, 2009 During a time of economic uncertainty, with President Barack Obama’s stimulus package yet to take effect and companies still looking for places to cut, new research from Boston-based analyst firm Forrester Research stresses the importance of prudently pumping money into customer service. read...
Serving Up Service Strategies
posted on: Oct 24, 2009 | author: admin
CRM Magazine August 2009 CRM Magazine August 2009 It’s hard to find someone not talking about how the state of the economy is transforming the way organizations have to conduct business. One of the most common out-of-bounds calls is to “do more with less”—something that might lead some companies to commit a double fault. Nowhere is this heard more plaintively than in the contact center—especially one still seen by its corporate overseers as a cost center. read...
How To Form A Powerful Partnership with Customers and the Contact...
![How To Form A Powerful Partnership with Customers and the Contact Center [podcast!]](http://drnatnews.com/wp-content/themes/eNews/timthumb.php?src=wp-content/uploads/2009/10/1to1.jpg&h=172&w=172&zc=1)
posted on: Oct 24, 2009 | author: admin
1to1Media Natalie Petouhoff, Ph.D., senior analyst at Forrester Research, talks with Mila DAntonio, managing editor, 1to1 Magazine, about the steps for tuning an organizations contact center into its business partner. read...
Customer Service in a Downturn Economy New: Using Social Media to...
posted on: Oct 24, 2009 | author: admin
Business Week cover story April 25, 2009 Business Week cover story April 25, 2009 HERE’S the job description: You spend a few hours a day, up to 20 a week, at your computer, supplying answers online to customer questions about technical matters like how to set up an Internet home network or how to program a new high-definition television. read...
Customer Service? Ask a Volunteer
posted on: Nov 5, 2009 | author: admin
HERE’S the job description: You spend a few hours a day, up to 20 a week, at your computer, supplying answers online to customer questions about technical matters like how to set up an Internet home network or how to program a new high-definition television. The pay: $0. A shabby form of exploitation? Not to Justin McMurry of Keller, Tex., who spends about that amount of time helping customers of Verizon’s high-speed fiber optic Internet, television and telephone service, which the company is gradually rolling out across the country. Mr. McMurry is part of an emerging...
More marketers use social networking to reach customers
posted on: Nov 6, 2009 | author: admin
SAN FRANCISCO — Ford Motor has high hopes for Fiesta, a popular model abroad launching in the U.S. next year. So how does it introduce the subcompact car to Americans? A massive ad blitz on TV? In-house promotions at dealers nationwide? Nope. In April, Ford tapped 100 top bloggers and gave them a Fiesta for six months. The catch: Once a month, they’re required to upload a video on YouTube about the car, and they’re encouraged to talk — no holds barred — about the Fiesta on their blogs, Facebook and Twitter. “It’s extremely important to this...
How Los Angeles Radio Station, KCRW is Using Social Media to Inte...
posted on: Nov 10, 2009 | author: admin
Anil Dewan, Director of New Media, KCRW While at the 140tc Conference in Los Angeles, I had the honor to interview KCRW’s Anil Dewan, Director of New Media and learn how they are using social media to attract fans, interact with them and serve them better! You can follow him on Twitter at @AnilDewan and you can follow KCRW on Twitter @KCRW. Here’s the interview with Anil… Here’s a snapshot of KCRW’s website page on “how to interact with us using social media sites like Twitter, MySpace and Facebook.” KRCW's social...
Exclusive Interview With Brent Leary on Social CRM and the Influe...
posted on: Nov 12, 2009 | author: admin
Brent Leary CRM and Social CRM Expert While I as attending Oracle OpenWorld, I had a chance to talk with Brent Leary. In this interview, Brent shares his thoughts on social CRM, where companies are and where they need to go: How social CRM is lending itself to mobile devices How smart phones have transformed into a business phones/ nearly mini computers How the rise of smart phones is forwarding social CRM The devices he uses, including a Flip Video camera, iPhone, Blackberry, Olympus OS10, a netbook… The hashtag communities on twitter and how they forward...
Exclusive Interview with Esteban Kolsky on Social CRM Analytics
posted on: Nov 10, 2009 | author: admin
In this interview with Esteban, we look the necessity of analytics on social CRM. Pretty much you get what you measure. Esteban Kolsky, Social CRM Expert Esteban told me that his opinion on whether companies will truly become “social” depends upon their ability to collect, analyze and implement social feedback- from both employees and customers. Most of the feedback in the social cloud is unstructured. So then the question becomes how does a company make sense of this unstructured data cloud? Esteban gives his thoughts on: Enterprise feedback management...
An Interview with Tony Nemelka On The Future of Business as They ...
posted on: Nov 16, 2009 | author: admin
In this interview, I spoke to Tony about his thoughts on where we are and the future of Social CRM. Tony Nemelka, Social CRM Expert Tony started his career at IBM in mainframe sales, then went to watch the PC, client server revolution. And today he is seeing a new kind of revolution: First is the transformation of business to a more social business where customers and employees are thought of as “partners.” This change in strategy and its accompanying technologies results in changes in business processes introduced by the internet. And second is revolution...
An Interview With CEO Jennifer of ScoutLabs.com at Web 2.0 Confer...
posted on: Nov 17, 2009 | author: admin
CEO of ScoutLabs.com Jennifer Zeszut In many companies, Marketing and PR were the first to pay attention to customers in the cloud. Jennifer’s interview addresses some of the issues around the various functional departments within an organization and how measuring can help customer service. Click here to hear Jennifer’s interview: CEO Jennifer Zeszut, of ScoutLabs at Web 2.0 NYC You can follow Jennifer and scoutlabs.com on twitter:@jenniferland and @scoutlabs And you can follow all the fabulous speakers at http://www.web2expo.com/webexny2009/ Learn. Share....
Interview with O’Reilly Author, Sean Power, Complete Web Mo...
posted on: Nov 17, 2009 | author: admin
Sean Power, Author of Complete Web Monitoring At web 2.o Sean was kind enough to spend a few minutes with me on the necessity of measuring your social media initiatives. Click here to learn more about metrics and measurement by Sean: Sean Power on Measuring Web 2.0 and Social Media You can learn much more in his book, Complete Web Monitoring, written by co-author Allister Croll. http://oreilly.com/catalog/9780596155148/ Complete Web Monitoring By Sean Power and Allister Croll Follow Sean on twitter: www.twitter.com/seanpower Follow Alistar on twitter: www....
“I Love You More Than My Dog”
posted on: Jan 3, 2010 | author: admin
Could it be that easy? Love I mean? The kind of love that you earn when you have nurtured the consciousness and congruence of the heart. Where intention and motivation match. Where you have decided to “be there.” Where you have clarity of purpose. Where you can be real. You might think I am talking about a romantic relationship. I am. But not the kind that you might think. It’s a kind of love that is rare. That is cherished. There is an energy that comes from being believed, from being trusted; its like coming home. We all crave it. We all desire it. We...
FREE Chapter 1 – I LOVE YOU MORE THAN MY DOG! by Jeanne Bli...
posted on: Jan 3, 2010 | author: admin
This is the third post about the book, I Love You More Than My Dog, as part of my favorite book posts. Jeanne Bliss tweeted me to thank me for writing about her book. And as we got to talking, she provided me with a link to the first chapter of her book, just for you: http://www.customerbliss.com/pdf/Chapter%201%20I%20Love%20You%20More%20Than%20My%20Dog.pdf (may have to copy and paste the URL) Chapter 1: Your Decisions Reveal: Who You Are and What You Value! It’s very generous of Jeanne to provide me a link. I hope that you take advantage of it! The chapter starts...
Rockfish Interactive’s Michael Paladino On Monitoring and D...
posted on: Jan 3, 2010 | author: admin
At the end of the 140tc conference I was able to sneak in one last interview with one of the winners of the 140tc Developer’s Contest — developer / inventor, Micheal Paladino, from Rockfish Interactive. Michael shared with me the impetus for the invention. At Rockfish Interactive they build websites that pull in social media elements, one of which is Twitter feeds. The development of the Tidytweet was instigated when a site that was pulling in a certain hash tag which had been spammed. That spam ended up on the client’s homepage. So Michael came up with a...
Mike Krigsman and Dion Hinchcliffe At DreamForce On Organizationa...
posted on: Jan 3, 2010 | author: admin
It was my pleasure to interview Mike Krigsman and Dion Hinchcliffe at Dreamforce. One of the best things about going to conferences is getting to meet the people you interact with in Twitter or read their work and thought leadership on sites like ZDNet.com At Dreamforce Marc Benioff announced Chatter. As both a collaboration application and a platform for building social cloud-computing apps, Chatter is designed to help you connect and share information securely in real time. I talked to Mike Krigsman and Dion Hinchcliffe about their thoughts around the user adoption...
Is Calculating the ROI Of Social Media a Deflection Technique Whe...
posted on: Jan 3, 2010 | author: admin
While we were at WOMMA.org conference, Sean shared some of his ideas on measuring social media. Is the insistence of calculating the ROI really just executives not wanting to venture where they must go? Here’s is a candid interview with Sean O’Driscoll of Ant’s Eye View: Learn. Share. Grow! Thanks for tuning in! Dr. Natalie www.twitter.com/drnatalie You can learn more about Sean at http://www.antseyeview.com/blog/ and follow him on twitter at http://twitter.com/seanodmvpt More about Sean: Prior to co-founding Ant’s Eye View, Sean was a 15 year veteran...
What’s The ROI Of Social Media? That’s What EVERYONE ...
posted on: Jan 3, 2010 | author: admin
So to help with that, and dispel the notion that social media is just a waste of time, I worked on creating a model around the enterprise value of social media. I looked at an area of a company and wanted to see, if I took the metrics used to measure, say Customer Service and I applied social media, how would the performance of that department change. From all the posts, comments and tweets, we all know that customer service needs to shift. Is social media the way the shift will happen? That remains to be seen, although there are already hundreds of companies going in this...
New Developments at F8 Means FaceBook Needs GetSatisfaction.com&#...
posted on: Apr 22, 2010 | author: admin
Developers Conference F8 Offers Advancements In Customer Interactions But Also Mean More Focus on Customer Service At F8, Facebook.com ’s developers conference in San Francisco, Mark Zuckerberg, CEO, announced the use of plug-ins designed to embed its social networking service into third-party sites. As the FinancialTimes.com reported, “The initiative is designed to put people at the center of their web experiences by providing more meaningful connections.” Companies might like the idea because –with the more than 400M members, Facebook’s...
GRAVITY SUMMIT AT UCLA SOCIAL MEDIA MARKETING FOR EXECUTIVES
posted on: Jun 20, 2010 | author: admin
Gravity Summit: Social Media 4 Business Title: GRAVITY SUMMIT AT UCLA SOCIAL MEDIA MARKETING FOR EXECUTIVES Location: UCLA Faculty Club http://facultycenter.ucla.edu/directions.htm Link out: Click here Description: I am thrilled to be included among the speakers at the GRAVITY SUMMIT AT UCLA via Gravity Summit’s SOCIAL MEDIA MARKETING FOR EXECUTIVES Here’s the details– Love to have you join us! Especially if you are in Los Angeles! And there’s a special guest coming, Neal Schaffer. He will be talking about how to use LinkedIn to find a job! So if...
Social Media Advertising Consortium LA Salon Invitation
posted on: Jun 20, 2010 | author: admin
http://www.smac.org/about/ Title: Social Media Advertising Consortium LA Salon Invitation Location: IPG Emerging Media Lab 5700 Wilshire Boulevard Los Angeles, CA 90036 Link out: Click here Description: This is a busy week! I’m also delighted to be among the panel at the Social Media Advertising Consortium LA Salon. So what else are you gonna do with your Thursday evening? Come on down! What: Join SMAC members for a lively discussion on how agencies and brands are testing, succeeding and testing some more in social media. A panel of top brands and...
@tob2323 hey there! you are we…
posted on: Aug 29, 2010 | author: admin
@tob2323 hey there! you are welcome! the fun is convo and the creation of a new way to work and be in the...
@ty_sullivan thanks for the in…
posted on: Aug 29, 2010 | author: admin
@ty_sullivan thanks for the intro to all those gr8 people! and...
@Jon_Ferrara how about a walk …
posted on: Aug 29, 2010 | author: admin
@Jon_Ferrara how about a walk this week? ended up w/ a root canal replacement after vacation! feeling better...
@mattdelman we must have ridde…
posted on: Aug 24, 2010 | author: admin
@mattdelman we must have ridden 10 rides or more a day- mostly roller...
@brianazz yes, we R working on…
posted on: Aug 24, 2010 | author: admin
@brianazz yes, we R working on the recap of the twitter chat! DM me and can send when its done. Working on client work rt...
@mattdelman yes, vacation was …
posted on: Aug 24, 2010 | author: admin
@mattdelman yes, vacation was much needed. went to cedarpoint – rode rollercoasters for 3...
RT @davidtheprguy: Do Fortune …
posted on: Aug 24, 2010 | author: admin
RT @davidtheprguy: Do Fortune 100 companies need a twittervention? http://tinyurl.com/ycy37nt | yes, customerservice is PR...
@PattyBlount all voices R impo…
posted on: Aug 24, 2010 | author: admin
@PattyBlount all voices R important, needed – no perquisites for participation except- bring your heart and...
@jacobm seems like the reactio…
posted on: Aug 24, 2010 | author: admin
@jacobm seems like the reaction was very positive. I’ll post some results on it...