Studying the impact of innovation on business and society

Tag: customer

Social CRM is Just the Beginning: Looking Beyond Customers

In Engage!, I review the important catalysts and methodologies defining the new era of Social CRM or sCRM. In the discussion, I also introduce the idea of SRM (social relationship management), a concept that may at first blush, seemingly appear to introduce yet another acronym or perhaps challenge the promise of sCRM. However, its only intention is to spur thinking beyond the literal frameworks of traditional customer relationship management, whether it’s social or one-way. Much of this chapter was cut…

Social Media in Small Business is Anything But Small

In celebration of National Small Business Week… For entrepreneurs, business owners, investors, and consultants, one of the most exciting prospects of social media, lies in the ability to dramatically amplify your visibility and value proposition among existing and potential stakeholders. Social Media finally places small, local and emerging businesses in the spotlight in ways that up until this point, were largely unattainable. New Media is rapidly shifting the landscape of how people find and share information and much of it…

Engage: A Video Introduction

Engage helps businesses and brands build, cultivate, and measure success in the new web and it is now available online and hopefully in a book store near you. Please consider reading the book and if you find it helpful, please also help me share it with those who are looking to learn about social media and how it can help them in their work. This book and all that’s in it, was written with passion and dedication over the last…

Engage is Now Available at a Bookstore Near You

Following a special and unforgettable debut at SXSW Interactive, I’m excited and thankful to announce that Engage! is available at bookstores near you. When you invest so much into something that you believe will change the way people think, you can’t wait to tell the world. This book is written for you… It helps champions, decision makers, and executives understand the impact and potential of new media and how, when, where to integrate it into mix. It also helps you…

The Business of Social Media: B2B and B2C Engagement by the Numbers

I spend a great deal of time working within the B2B sector, among other things, and social media is a growing and or pervasive program within a comprehensive, integrated communications and service strategy. In almost every scenario I’ve encountered, executives, marcom and service executives, and brand managers have generally assumed that social and interactive activities and programming were ideally best suited for consumer applications. However, as we recently explored, in Social Media, it’s not just business, it’s business-to-business. Indeed, Social…

In Social Media, Collaboration is King

Guest post by Becky Carroll: Read her blog | Follow her on Twitter Source: Shutterstock In the past, it was somewhat difficult to have true customer conversations. We were able to solicit customer feedback, but we weren’t always good at responding. The fact is, we didn’t have a good way to easily get back to customers with resolutions to problems or closure to suggestions. Customers would feel they were sending their comments and concerns into a “corporate black hole”, never…

Are You Talking to Me?

I’ve been spending a fair amount of time touring the world in support of my ideas and thoughts on the direction of new PR, branding, service, and marketing communications.  My reward and inspiration to continue is sourced from each person I meet and the experiences and challenges they share. I’ve learned that our greatest hindrance to evolve is not our unwillingness to do so, our indoctrination in new media and communications is truly obstructed by the executives to whom we…

Tracking Brands on Twitter to Improve How You Listen and Engage

Recently, I reviewed Twibs, a directory that lists all brands and businesses currently using Twitter. Electric Artists released Tracking Twitter, a new app that is a real-time listing of the top brands, media, television, entertainment, and celebrities that the team is currently following on Twitter. While this service offers appeal as a directory for consumers seeking their favorite brands and personalities on Twitter, it’s much more promising as a real-time monitor of how businesses, media properties, and celebrities are using…

Facebook and the Future of User Generated Governance

Shot at Web 2.0 Summit 2008 Facebook is learning to listen. In the middle of February 2009, the company was yet again a “Beacon” for bad PR as it introduced an updated Terms of Service (Tos) for its entire community of users. We the people responded with defiance and vigor and the company retracted its new language, reverted to the previous ToS, and listened to the valuable feedback that poured in from the community. By all accounts, this was the…

Twibs Connects Customers to Businesses on Twitter

Twitter continues to inspire creativity and innovation among third-party developers. The latest useful solution is Twibs, a directory of businesses using Twitter to communicate with consumers, peers, and tastemakers. Twitter is a conversation platform and it continues to fundamentally transform how people communicate with each other. Along with other socialized channels of online interaction, Twitter has also re-ignited the long-forgotten art of listening to and communicating with customers. What started with forums and online reviews, then evolved to include blog…

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