Posts Tagged ‘customer+service’
I had a fantastic conversation with Frank Eliason (@comcastcares), Duncan Riley, and Chris Brogan last night during the Microsoft Windows Mobile Developer event (@WMDev) at Chapel in Seattle. We explored the drivers that propel companies into social labyrinths and how they participate, react and in turn, strategically plan (or should) once they’ve arrived.
The common motives are spurred through innovation (rare) and urgency (more common).
It’s Aha vs. Uh-oh…
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 report and serve.
Yesterday I spoke at Zappos Insights Live, an inaugural conference that offered a unique opportunity to learn about the spirit and culture of Zappos through a two-day immersion program.
To say it was brilliant would be an understatement. And, I believe this is just the beginning.
It’s incredibly clear that Tony Hsieh doesn’t just profess his belief in happiness and service; his entire organization lives and breathes it in everything they do.
Every now and again, a PR meme appears on the Web – almost to the point where you could set your watch by it. This time around, Claire Cain Miller of the New York Times sparked the conversation with an in-depth article, “Spinning the Web: P.R. in Silicon Valley.”
I respect Claire and I believe she wrote an extensive article that chronicles the launch of one particular startup and also featured supporting quotes from those PR professionals who are helping to usher in a new breed of corporate communications.
Perhaps Lewis Carroll was peering into the looking glass when he wrote “Through the Looking Glass and What Alice Found There.” In it, we were introduced to Tweetle Dum and Tweetle Dee, a curious duo that always shared a fruitful, entertaining, and complementary conversational exchange even though they always agreed to battle each other.
Some suggest that the significance of Alice’s encounter with the twins explores how curiosity leads to the unknown and therefore, may not be worthy of pursuit.
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 Twitter – for better or for worse.
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.
In March 2008, Gary Vaynerchuck experimented with @santagaryvee on Twitter where he would announce special Wine Library deals and opportunities exclusively for his loyal followers on the popular micro community. While he slowly phased that activity back into his main Twitter streams, many companies were introduced to a new way to engage and harness enthusiasm among those potentially interested in something new and special.
Twitter has us in a flutter.
Ev Williams, Biz Stone and team have created something so significant, that it’s changing how millions of people communicate with each other – and it’s only growing beyond imagination.
Disclosure, I’m an adviser to PeopleBrowsr…
In early December, we released a public alpha of PeopleBrowsr, an attention-centered dashboard for managing your online relationships, brand management, and communication in Twitter and across multiple social networks – all from one place.
The public alpha is running incredibly well and thanks to everyone who contributed feedback, ideas, and recommendations, the public beta will be even more incredible.
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.