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Tag: business

How to Make Customer Service Matter Again Part 2

Part 13 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing…

Engage Against the Machine: The End of Business as Usual

One of the most often asked questions about The End of Business as Usual is how it’s different than Engage. I thought I take a moment to answer it here just in case you were wondering the same thing. Engage was and is special. In fact, I felt the mission and content of the book was so special, that I wrote it twice. I viewed both versions as my chance to not only document the transformation in marketing and service…

You can’t go back and create a new beginning, but you can begin to change the ending

Part 11 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. There are those who believe social media is the catalyst for a new genre of business and that it will ultimately change how companies engage with customers. Others believe that for the organization to truly matter, it must adopt a culture of customer and employee centricity. Then there are those who study the evolution of consumer behavior and market…

Dunkin’ Donuts Uses Social Media to Improve Customer Relationships and Experiences

Dunkin’ Brands is a customer-centric business and has earned a community of loyal supporters over the years. If “America runs on Dunkin’,” or if it is to continue to do so, the company must continue to earn the time, attention, and support of customers. As their behavior and preferences evolve, Dunkin’ to must rethink its customer approach to remain part of its customer’s daily routine. Tyler Cyr, Web Communications Manager, Dunkin’ Brands shares how social media helps continue and improve…

Announcing The End of Business as Usual: The new book is available now!

It’s with great pleasure, and a little bit of nervousness, that I announce the official availability of my new book, The End of Business as Usual. Business, government, music, finance, publishing, everything is changing. We have a unique role in all of this as we are stakeholders in not only defining the need for change, but we are also responsible for leading transformation within our organizations. We are the architects, the mediators, and the sherpas to a new era of…

I think we need some time apart, it’s not me, it’s you

Part 5 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel. What do people want? If you don’t know, why not ask them? Seems like a common sense question to ask. However, when it comes to customer engagement and relations, common sense appears to be an uncommon virtue. The good news is that asking customers what they need is now easier than ever before….

We are the 5th P: People

Part 4 in a series introducing my new book, The End of Business as Usual… It seems that adding the word “social” to any category escalates its importance. From the Social Customer to Social Commerce and from Social Business to Social CRM, the common thread that weaves everything together is people. It is people after all that are responsible for placing the social in social media. Everything else is just technology. So why is it that businesses still approach social…

Facebook now the size of the Internet in 2004

Source You’ve all heard the stat, if Facebook were a country, it would be the the third largest in the world. That stat was initially shared when Facebook hit 500 million users. Now the site has more than 800 million users and a new comparison that’s worthy of blog posts, tweets and conference presentations…Facebook now has as many users as the entire Internet did in 2004, which ironically is the year Facebook debuted. According to data released by Pingdom, Facebook…

Social Media Customer Service is a Failure!

Part three in a series introducing The End of Business as Usual…Written by Frank Eliason (@frankeliason) Certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many interesting aspects of social media from large and small businesses. and I am very excited to see companies trying new things to…

Be careful what you ask for, you might just measure it

New media marketing is creating an undercurrent that is shifting the very foundation of business. Without a full understanding of what’s possible, a clear view to the future or an idea of the strength or extent of the market undertow, executives cautiously embrace emerging social and mobile channels based on guidance of internal champions and external pressure from competitors and customers alike. But, leaders can only lead when their vision is focused and direction is defined. The ability to execute…

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