Want to know what it might feel like if an airline actually treated its customers like friends? Not a superficial, phony performance marked by fake smiles and fake actors (think the aviation version of the Truman Show). But an airline that runs its business by listening, supporting and doing what’s best for its customers. Instead, we’re subjected to dysfunctional relationships in a system that supports regular and repeated conflicts, which has led ...
It’s not in character for these advocates to boast, which is appropriate, really, for the cause they are supporting leaves little to boast about. They could of course, if they were the bragging type, brag about the 300,000 Facebook fans they acquired in just 70 days; or the one million unique visitors to their 911day.org and fan page during the first 9 months of 2011; or even that their “I Will” campaign reached the #1 global trending topic on ...
Yammer thrives. The herd mentality around the enterprise activity stream is driving its competitors to emulate their every move. Jive’s done it. So has Salesforce.com, SocialText, Newsgator, Moxie Software and IBM Connections. From the Fortune 500 to the Fortuneless company of one, the activity stream is supplanting email for many forms of business communication. What’s going on here? There are several reasons for the ...
To understand what Social Customer Relationship Management (SCRM) is, we have to start with a clear definition. The definition must be clearly articulated and easily understood by individuals in the industry.
In the Magic Quadrant for Social CRM, Gartner writes, “Social CRM applications need to be far more customer-centric than more-traditional CRM applications. Without benefits for the customer, communities and social networks die, resulting in no ...
We were able to assemble a powerful cast of experts to give the rest of us advice on becoming a Social Business. But we did it with one catch. We asked these 9 experts to do it in under 60 seconds. Thank you Robert Lavigne for essentially doing all of the video, post production and graphics for these 9 videos. He’s a phenomenal person. The Video is interactive. Meaning you can click on the profiles in the video in order to see ...
There are others with more followers, others with more Klout, others that tweet more, others that have written a book. Others that are more popular, others with more buzz, others that run bigger communities and others with larger networks. But none that have a multi-channel, multi-category social dominance like Tristan Bishop. If you only followed Tristan Bishop, then you’d have a deep appreciation of Social Business . If you only followed ...
Social Business adoption is becoming a major issue in companies that are just starting to use social solutions from SharePoint, Jive, and Moxie. But it gets worse with social solutions. According to Forrester Research, only 8% of end users working in companies that have implemented enterprise social networks use those social software tools. Yet there are companies with successful deployments and high adoption of Social Business solutions. ...
There are a few sensations in life that manage to thrust us into action, or provoke us to work without a motive. Sensations so powerful that we fall victim to a form of altruistic amnesia. We’re driven by its hidden motivational forces and we forget the benefits are for someone else. In short, neither lack of advantage nor lack of compensation deter us. What sensation propels people to write a ten paragraph review on Amazon? What force is acting ...
There are executives who are social and there are executives who are anti-social. There are executives who do social well and executives that don’t. Some claim to be leading social organizations, and there are those that boast that they are not. There are executives who have thousands of followers, and there are executives that have none. There are social executives that say, “Trust me” or “Admire me,” that tweet, “Believe me” ...
Zuckerberg is a man so certain of the success of his quest that he can afford to ignore the latest attempt by Google to disrupt the social space. He displays a confidence similar to a card shark who has devoted a prodigious effort in studying every possible move by his competitors. And who now feels safe with the knowledge that every card is marked. This type of naive fiction has worked in the past, and it may work still. But ...
