Studying the impact of innovation on business and society

Tag: customer

In Social Media, the Customer is Always Right – Right Now

Frank Eliason and I have known each other for many years. We’ve shared the stage on many occasions, he’s made an appearance on Revolution, and most importantly, I’m proud to call him a personal friend. Frank has championed the adaption and transformation of customer service during his time at Comcast and at CITI. Never one to shy away from sharing his opinions, he’s certainly bullish on where service needs to be as a function and a philosophy versus where it…

10 Trends to Beat Digital Darwinism

The digital landscape continues to undergo a significant shift that will have profound effects on business this year. The challenge is that hardly any business leaders noticed. That’s not their fault however. Even through the impact of technology on business and consumer behavior was widely reported, in depth reports on what to do next or how this will affect their business specifically were scant at best. I’m sure you heard it from “experts” everywhere, “You need a Facebook brand page!…

Social media is about social science not technology

Social media is about social science not technology

In 2007, I wrote an article entitled, “Social Media is About Sociology Not Technology.” It’s a statement that after five years (and counting), I thankfully continue to see shared every day on Twitter. As time passed and experience matured, I amended that statement to now read, “Social media is about social science not technology.” Why did I change such a powerful statement? I believe that it is not only stronger now, it is also truer. See, sociology is just one…

Season 2 Finale: How Yamaha invests in new customer experiences

This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution…. In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of Yamaha explore how an already successful business is exploring new opportunities to better define the customer experience before, during and after transactions. It comes down…

Leadership in an Era of Digital Darwinism

As I think about disruptive technology, it’s clear that as an industry, we often get stuck in conversations about products, services, and features. In social media for example, we are enamored with Twitter, Facebook, Foursquare, and the like. At the same time, we tend to confuse emerging with disruptive technologies and overly invest in rising stars such as Instagram, Quora and to some extent Google+ before we understand the impact they have on our world and the impact we can…

The State of Social Marketing 2012

The following report is brought to you by the Pivot Conference taking place in New York on October 15-16, 2012. You can download a full copy of the report for free by clicking here. At the end of 2011, Social marketing stands at a profound crossroads. Some organizations are finally embracing the importance of social networks and, as a result, increasing investments in creative engagement, marketing, and service programs. Others see the future value, but lag behind in execution. At…

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…

How to Make Customer Service Matter Again Part 1

Part 12 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Over the years, customer service has been something of a paradox within the organization. The name itself inspires dedication to helping people. And while that is the intention of customer service professionals worldwide, customer service as a line item in business accounting has often placed it in the hands of outsourced organizations, under-qualified personnel, or in the hands 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…

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