Social media changes everything. Marketing, sales, customer service, they’re no longer departments, engagement is now a way of business.
As the impact of social spreads through organizations, questions arise about the role social ultimately plays in customer service and overall customer experiences. For the past three years, good friend Brent Leary and the folks at Social Media Today have produced The Social Customer Engagement Index. It examines how companies are using social tools for customer service and, more importantly, how customers are responding.
Mark Zuckerberg announced in a short and sweet post today that Facebook is now home to one billion digital denizens. I’m not going to focus on the impact this news will have on its stock. Instead, I would like to focus on how this significant milestone aligns with his vision, a vision that was clearly communicated in the company’s S-1.
After re-reading Zuckerberg’s letter to investors, here are a few themes that resonate with me in light of this news…
All eyes are on innovation hot spots around the world. But it’s not just about hot startups, soaring investments, and mind-blowing exits, it’s about the series of common traits that inspire entrepreneurialism. Vision, determination, creativity, salesmanship and the relentless pursuit of communities is something that not only applies to entrepreneurs but also intrapreneurs within small and large organizations. The truth is that in times of innovation, everyone must think about what we do today and how it can be done differently tomorrow.
As you’ll no doubt read here over and over again, social media is important to your business. If you don’t engage on Twitter, Facebook, or Youtube, you’ll eventually go out of business. At least that’s what the experts will have you believe. Fear tactics are not so much as effective in business or defining customer relationships as they are at creating a sense of [contrived] controversy. I must be honest with you however. While social media is indeed a game changer, it is not the magnum opus of your legacy. I would like to introduce you to what really is important…your customers. Allow me to be a bit more specific. This isn’t just about your customers. This is about how a growing number of your customers are changing how they influence and are influenced, how they communicate and connect, how they learn, discover and share, how they make decisions and how they take action.
Silicon Valley is a flashpoint for innovation and entrepreneurialism. But, what does Silicon Valley even mean these days? Silicon Valley technically spans the area in the southern San Francisco Bay Area including Santa Clara Valley, San Jose and southern East Bay. What Silicon Valley actually refers to in terms of geography seems moot in an economy when the idea of Silicon Valley is much bigger than the square miles it covers on a map. In reality, when people outside of the area think about it, it includes what’s already mentions and spans north on 101 from Mountain View to San Francisco and East to Oakland and then back down the 880 to Fremont. Silicon Valley IS the greater San Francisco Bay Area and as such, the it has a bigger story to tell beyond its geographical boundaries.
Guest post by Ashley Furness of Software Advice
When Microsoft announced plans to buy enterprise social network Yammer recently I was a little stunned. The reported $1.2-billion acquisition price tag seemed like a lot for simply replicating social networking functions in the business environment. Would companies really achieve ROI? Or would it be more of a “distraction,” as one user told me?
Guest post by Danna Vetter, VP, Consumer Strategies, ARAMARK - Part 3 in a series
Have you ever started a meeting without an agenda? Driven your car with no destination? How about gotten surgery before diagnosing a need? While some of those options may seem like refreshing changes, it’s not the way you run your business. But that is exactly what it’s like when you start a social media campaign without a strategy that ties to real business needs.
Guest post by Minter Dial @mdial on social, transparency and politics using the recent French Presidential election between Nicolas Sarkozy and François Hollande as a case study
On this edition of Revolution, I’m joined by venture capitalist Mark Suster (@msuster). Together, we explore the state of innovation and the differences between emerging and disruptive technology and its impact on business and culture.
Whether you’re a business strategist, an entrepreneur, or an investor, innovation is part of your livelihood. As a result, recognizing opportunities to invest, change or innovate is now a fundamental part of business. This is why businesses must dedicate resources to evaluating technology as it begins to influence desirable markets. More importantly, the ability to recognize opportunities must be matched with the ability to experiment and ultimately contribute to the adaptation of current business models.
The days of “I don’t get Twitter” may soon pass. Tweets are now a form of self-expression among connected consumers and it is this connected generation that continues to grow in size and influence year over year. Much in the same way that TXTing is a natural form of common conversation, even if it’s a norm that’s outside of the world as you know it—Twitter is reflective of how millions of people are connecting and communicating.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.