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Entries Tagged as 'the voice of the company'

A Bevvy of 2.0’s

November 20th, 2007 · No Comments

Ever since Web 2.0 took hold following the dot.com bubble burst, followed by Enterprise 2.0 when it was coined by Harvard prof McAfee, seems like every industry is learning to fold the 2.0 promise into its thinking. While the 2.0 moniker might be tiresome, the trend is good. It means companies and sectors [...]

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Tags: agent blogs · commmunity of practice · community of users · company blogs · corporate blogs · corporate culture change · knowledge sharing facilitation · listen to your agents · listen to your customers · mashup · semantic web · the voice of the company · web 2.0 · web 3.0

When blogging is risky…and when it isn’t.

November 12th, 2007 · No Comments

There’s a news story out recently about Whole Food’s CEO John Mackey’s online blogging and board commentary that crossed a line, causing Whole Foods to initiate a rule around blogging.  To whit: refrain from posting items that would be injurious to the company or that would reveal competitive information.  I think Microsoft already has that [...]

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Tags: company blogs · corporate blogs · the voice of the company

Corporate Blogging: here to stay

October 26th, 2007 · 1 Comment

With the proliferation of web based applications to enable contextual networking, it’s easy to think blogging is a thing of the past already…and really, it hasn’t been around that long.  It’s even easier to think of blogging as so-15-minutes-ago when it’s being picked up so broadly inside of corporations and outside, not to mention the [...]

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Tags: company blogs · corporate blogs · listen to your customers · the voice of the company

Customer Experience Magic (and plenty of user testing)

September 17th, 2007 · No Comments

Mulling the news today re a Harris poll and the problems with online shopping, specifically:
Forty-two percent of consumers who experienced problems during an online transaction switched to a competitor or completely abandoned their effort….
Another 52 percent who have experienced bad service from a contact center after they had a problem online have completely [...]

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Tags: Apple customer support · Information Architecture · effective online customer tools · iPhone · listen to your customers · the voice of the company · voice of customer

Customer focus: you know when it’s the real thing

August 16th, 2007 · No Comments

A while back (thanks for the tip, Bri), Ask the Wizard posted an article about his recent experience flying with an airline that-oddly enough–was delayed, and a hotel that was excellent. The airline touts its customer focus at every opportunity–in advertisements, on its website, on the tickets themselves. The hotel, conversely, makes no mention [...]

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Tags: corporate culture change · frontline · listen to your agents · listen to your customers · the voice of the company · voice of customer

Customer focused websites

August 13th, 2007 · No Comments

According to a recent Forrester study, 79% of all companies with a website channel fail to make their page text legible–either because of font size or type, background color, competing graphics or what have you. That failure leads to a significantly higher customer abandon rate.
Another common problem with websites is security. The highest [...]

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Tags: Information Architecture · community of users · content management · evolution of knowledge · the voice of the company · voice of customer

The business of blogging

July 23rd, 2007 · No Comments

Nkilkenny has some good thoughts about business blogging, and blogging in general on her latest post.  Solid stuff about voice of the contributor, the all-important genuine-ness of the contributor.  But there’s one idea I have to question: keep your comments about internal issues internal, ie, don’t air your dirty laundry publicly.
Sort of.  I mean, I [...]

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Tags: commmunity of practice · community of users · company blogs · corporate blogs · corporate culture change · listen to your agents · the voice of the company · web 2.0

Which companies are using blogs and wikis?

June 29th, 2007 · No Comments

I’ve come across two interesting wikis in the last week that compile the number of high profile companies that are using wikis and blog.
The first was started by Ross Mayfield at SocialText and appears to have a launch date of Oct 06, and is still, apparently, being edited/updated.  Find it here.
The other is more specifically [...]

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Tags: CEO blogs · company blogs · corporate blogs · customer blogs · the voice of the company · web 2.0 · wiki