Posts Tagged ‘brand’
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.
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It’s an all too familiar request that consumers face everyday. But what are businesses doing to help convince customers why they should do so? The answer is not as pervasive as you might imagine or hope to expect. In fact, I believe that “why?” is the least asked question by businesses in social media today.
Guest post by Kyle Monson, a former technology journalist and editor at PC Magazine, is Content Strategy Director at JWT. Follow him on Twitter @kmonson
You probably already know this, but we marketers are the bad guys in the battle of good versus evil. One commonly employed metaphor—“The Dark Side”—is particularly apt: we hunt down Jedi masters and destroy Alderaan. The top guys in marketing might refer to themselves as ninjas, but siths is a better descriptor, depending on whom you talk to.
The Pivot Conference is designed for brands and their agencies and will take place October 17th and 18th in New York. This year’s theme focuses on an important shift in marketing as brands respond to “The Rise of the Social Consumer.”
As the host and editorial director for the event, I asked early registrants what it was that they wanted to know as they prepare for the event this Fall. I took some time to answer their questions and will run them as a three-part series for those with similar questions.
What’s your Klout score?
How many people follow you on Twitter?
What’s your authority on Peerindex?
How are peers rating you on Honestly?
What’s your rank in Quora?
Are you tracked by Traackr?
The answers equate to a market harbinger that’s both alarming and telling…how much is your digital persona worth in today’s social economy.
Social media is a deeply personal ecosystem that I lovingly refer to as the EGOsystem. As such, there is a “me” in social media for a reason. It is quite literally a world in which we are at the center of our online experiences, a place where everything and everyone revolves around us.
While I’m in the throes of writing the next chapter, I wanted to share a recent interview I did with BroadVision‘s Andrew Gori. Andrew asked some profound and timely questions that are worthy sharing. Following this discussion, the interview was reenacted live at BroadVision’s headquarters in Redwood City, CA as part of its Clearvale SecondFloor speaker series hosted by CEO, Dr. Pehong Chen.
Super Bowl XLV is now in the history books. 2011 is the year that the Green Bay Packers reclaimed the NFL Championship. And, it is also the year that now holds the record for the most viewed television broadcast of any kind in U.S. history, attracting an audience of over 111 million viewers.
While many watched the game, it is the advertisements that spark conversations online and offline. Going back to Apple’s 1984 commercial directed by Ridley Scott that introduced the Macintosh, the Super Bowl is now as much about football as it is about the ads that support it.
Minimalistic forms of self-expression masquerade as a new information economy. Instead, it’s a new information democracy that represents the greatest era for self-expression in history. What we say, however, defines the value of the social economy and our place in it.
If we are defined by our actions and words, essentially the currencies we exchange, the question is, are we investing in our social capital or social arbitrage?
Connect with Brian Solis on Twitter, LinkedIn, Facebook
I pay attention to emerging technology and trends on a daily basis. While I track many networks, tools, and services, I take the time to share those that appear to gain traction or offer interesting prospects for tomorrow’s business, today.
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.