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Tag: dreamforce

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…

How Social Customer Service is Changing the Culture at Comcast

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…

Marcel LeBrun of Salesforce Radian6 on the Future of Social Media Monitoring

Radian6 is one of the industry’s leading social media management platforms and was recently acquired by Salesforce.  I was invited to join Salesforce at its recent Social Advisory Board meeting during its annual Dreamforce conference in San Francisco where I had an opportunity to sit down with Marcel LeBrun, SVP and GM of Salesforce Radian6. As part of a special edition series of Revolution, Marcel and I discussed the evolution of monitoring and listening and the important role learning and…

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