Posts Tagged ‘end of business as usual’

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 ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?

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.

16 Quotes Visualized from The End of Business as Usual

The other day I saw a Tweet that caught my attention. It read “16 Reasons Why You Should Read the End of Business as Usual” and included a link. I ended up on the site of Josh Duncan who publishes visual summaries of information that moves him. I was intrigued and decided to click through the 16 quotes from the book that motivated him to take the time to create a presentation. To put it simply, I was moved and felt the need to share it with you here. To be honest however, 16 barely scratches the surface. And as you read the book, I hope you’ll be inspired to share the passages that grabbed you.

Your customers will share their experiences and they will influence the decisions of others

In The End of Business as Usual, I review in detail how markets are evolving and what businesses need to do to earn relevance among a different breed of consumer. For those who struggle to make the case within their business or organization, to not just engage consumers online, but evolve business philosophies, practices, and systems, to truly matter, this is your guide.

From Social Commerce to Syndicated Commerce


Part 10 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

Today’s social media best practices will show you the marvels of creative marketing in social networks, the benefits of customer service on Twitter and blogs, innovations in co-created products and services, and insights into how to build a more engaged business. As organizations migrate from rigid to social business models, no line of business, department, function, or small business for that matter, will go untouched or unchanged. So what’s next? As you can see in the image above, one of the more aggressive trends on the horizon is social commerce and it centers on improving the complicated relationships that exist between…

CMO’s are at the Crossroads of Customer Transactions and Engagement

Part 9 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

Are You Building a Social Brand or a Social Business?

Part 8 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel.

Social media says so much and so very little at the same time. First, social media implies that media is just that, social. But when you study many of the best practices or test the advice dispensed through popular “top 10″ posts, you find that at the heart of notable social media successes is simply brilliant creativity and desirable incentives, not necessary authentic or genuine value or engagement.  With every Tweet or Like to win campaign, hilarious viral video, and user-generated promotional series, businesses make social media more of an oxymoron than a movement to transform two-way conversations into improved customer relationships.

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 relevance and empowerment.

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 reach their customers. But we are now moving in a new direction and I think too few see it yet.

Social Media’s Impending Flood of Customer Unlikes and Unfollows

This is part two in a short series to introduce The End of Business as Usual…originally posted on Harvard Business Review (edited)

ABOUT ME

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.

Contact Brian

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