Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of Gerth and Wetzel, Comcast’s social customer service program continues to develop a culture of customer-centricity. At the same time, the team is leading internal efforts to transform products, processes, and services to not just respond to negative experiences, but also improve them to eliminate problems in the future.
The next episode of (R)evolution features a very special guest and someone whose work I’ve followed longer than I care to count. Among many things, John Battelle is the co-founder of Wired, Founder of Federated Media and Executive Producer of the Web 2.0 Summit. He’s also the author of an upcoming book, What We Hath Wrought, which gives us a forecast of the interconnected world in 2040.
Radian6 is one of the industry’s leading social media management platforms and was recently acquired by Salesforce. I was invited to join Salesforce at its recent Social Advisory Board meeting during its annual Dreamforce conference in San Francisco where I had an opportunity to sit down with Marcel LeBrun, SVP and GM of Salesforce Radian6.
In part 2 of my discussion with Revision3 CEO Jim Louderback, we review the importance of community in the very fabric of the programming and overall production. As Jim explains, Revision3 got its name from the idea that television is undergoing its third revision. Revision 1 was the three broadcast networks. Revision 2 was cable television, which as Jim highlights, helped bring television closer to the audience. Revision 3 is rooted in “breaking the fourth wall,” a popular expression in theater for connecting the seated audience with the performance on stage. Internet television opens up a new paradigm for connecting through the camera to PCs and mobile devices. The new era of content producers must create content that’s not only engaging but participatory. Content merely becomes one pillar of community.
Long time friend Jim Louderback joins us for the latest episode of Revolution. Jim is the CEO of Revision3, a leading Internet television network. Founded by Digg’s Kevin Rose, Jay Adelson, and David Prager, Revision3 creates and produces original episodic, community-driven programs watched by what could only be described as a very passionate fan base. The network gets over 65 millions views and over 19 million unique viewers per month.
Filmmaker Tiffany Shlain joined me on the set of Revolution to discuss her new film, Connected. Tiffany is a remarkable individual. She is the first to debut two films at the Sundance Film Festival and is also the founder of the prestigious Webby Awards.
In her film Connected, we as the audience, explore how technology is changing our culture. We are pulled into a beautiful spiral to feel what it means to live in an always on society and also how staying connected in the 21st century is shuffling our priorities. The world is indeed becoming a much smaller place. But we have to ask ourselves at what cost?
Celebrity endorsements are nothing new. In the era of social media however, celebrities now possess the ability to reach people in online networks. The difference now is that static or passive audiences have become interactive and more importantly, people have become stakeholders in the media where connect and socialize. Celebrities are presented with opportunities to engage people on a peer-to-peer level. Doing so changes the dynamics of the relationship from a hierarchical celebrity-to-fan association to a flattened person-to-person connection. It also impressively scales the potential endorsement from a first degree reach of one-to-one to a multi-degree one-to-one-to-many social effect.
Guy Kawasaki is nothing less than enchanting. His vision and experience come to life through an inspired art of storytelling that is, well, inspiring. Guy possesses a truly unique and special talent to captivate your heart, mind, and attention.
I first followed Guy when he was chief evangelist at Apple. He introduced businesses to an entirely new art form marketing through engagement and empowerment. Over the years, I’ve also followed his work in Silicon Valley spanning from Garage.com to Alltop as well as pored over every book he’s written. I’m proud to call Guy Kawasaki a personal friend and I’m excited to share with you the latest episode of Revolution.
Technorati dates back to 2002, originally launched as a search directory for the blogosphere. By 2008, Technorati was indexing 112.8 million blogs and over 250 million pieces of tagged social media. In 2011, Technorati Media has become a full-fledged new media network.
Every year, the company releases a State of the Blogosphere report that consistently documents the rise and evolution of the blogosphere. While there’s always debate that Twitter and emerging classes of microblogs threaten the blogosphere, Technorati shows that blogs are not only thriving, they’re challenging traditional media in trust and influence.
Social media marketing is gaining in awareness and acceptance by businesses all over the world. According to a recent report published by Burson-Marsteller…
67% of Fortune Global 100 companies use Twitter to directly engage with consumers. This is a 78% increase over the previous year. And, 9 out of 10 companies are talked about on Twitter.
Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What's the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish 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. Prior to End of Business, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.