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…
Our Digital Society in the Next 30 Years: An Interview with John Battelle
The next episode of (R)evolution features a very special guest and someone whose work I’ve followed longer than I care to count. Among many things, John Battelle is the co-founder of Wired, Founder of Federated Media and Executive Producer of the Web 2.0 Summit. He’s also the author of an upcoming book, What We Hath Wrought, which gives us a forecast of the interconnected world in 2040. While the book isn’t scheduled to release until early 2013, the foundation for…
Digital Darwinism: Who’s Next?
This is the first part in a short series to introduce The End of Business as Usual… Change is inevitable, but it is rarely easy. Among the greatest difficulties associated with change is the ability to even recognize its need at a time when we can actually do something about it. Sometimes, when we finally realize that change is inevitable, the vision or energy needed to push forward in a new direction is elusive. Or worse, when competitors recognize the…
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…
The Human Cost of Social Connectivity
The Egyptian Revolution is a historical event for many reasons, not the least of which is the relentless dedication of human will to overcome tyranny against all odds. For those who study social networks, the revolution is also of course significant because of the role Facebook and Twitter played in the concentration of discontent and the orchestration of upheaval. For the purpose of this discussion, I would like to focus on how Facebook, Twitter, YouTube and other social networks continue…
Announcing: The End of Business as Usual
Earlier this year, I announced that I was writing another book. I left clues here and there, but I had yet to officially announce the title or the focus of the book. The truth is that I didn’t want to give readers of Engage 2 the impression that I was ready to move on. So finally, it is with great pleasure that I share with you the name and also the semi-final draft of the book’s cover. Officially introducing, “The…
Revolution: Jim Louderback, CEO of Revision3 on Communities and Content – Part 2 of 2
In part 2 of my discussion with Revision3 CEO Jim Louderback, we review the importance of community in the very fabric of the programming and overall production. As Jim explains, Revision3 got its name from the idea that television is undergoing its third revision. Revision 1 was the three broadcast networks. Revision 2 was cable television, which as Jim highlights, helped bring television closer to the audience. Revision 3 is rooted in “breaking the fourth wall,” a popular expression in…
Revolution: Jim Louderback, Revision3 CEO on the Future of Broadcast and Web Television – Part 1 of 2
Long time friend Jim Louderback joins us for the latest episode of Revolution. Jim is the CEO of Revision3, a leading Internet television network. Founded by Digg’s Kevin Rose, Jay Adelson, and David Prager, Revision3 creates and produces original episodic, community-driven programs watched by what could only be described as a very passionate fan base. The network gets over 65 millions views and over 19 million unique viewers per month. Indeed, the Web, and specifically, the social web, is becoming…
Guy Kawasaki on the Art of Enchantment
Guy Kawasaki is nothing less than enchanting. His vision and experience come to life through an inspired art of storytelling that is, well, inspiring. Guy possesses a truly unique and special talent to captivate your heart, mind, and attention. I first followed Guy when he was chief evangelist at Apple. He introduced businesses to an entirely new art form marketing through engagement and empowerment. Over the years, I’ve also followed his work in Silicon Valley spanning from Garage.com to Alltop…
