The CX Blog

Really enjoyed this post from Kelly at the MCE blog and wanted to share it. One quote…

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The other day Jeremiah Owyang tweet’d about Frank Eliason at Comcast who is the twitter/social media go-to guy for all things Comcast service (can you imagine the traffic?). I was so impressed with what he was doing that I wrote a blog post on it, you can find it here.

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The bottom line for managers at work: learn to love social media and figure out ways to make it work for you.

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Way back in the early days of Amazon, our big concern was how to create a real connection with customers even though we were a pure-play (does anyone even think like this anymore? I don’t think so–pure-play now refers to online gaming cos

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That’s what I’m talking about: a living, breathing knowledge network. That’s how Chris Carfi describes the use of SN for customer experience and support in his exec briefing on Social Networking.

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Jeremiah Owyang highlighted a recent study by his colleague Josh Bernoff of Groundswell fame at Forrester about the rise in social media adoption from 2007 to 2008.
My question is: how can we use this information to create better online customer experience, customer support, customer sat and feedback loops…and what new tools do we need to be thinking about in order to harvest this stuff better?

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mwesch, who has got to be among the most interesting anthropology professors around, has produced yet another excellent video (how did he get all 58 mins up on YouTube, chops for that in and of itself) on social media.

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Cone, Inc releases a study on social media use in America.

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Why I love Alltop as the best aggregator around.

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Here’s an interesting webinar entitled “Tribalization of Business,” put on by Deloitte, Beeline and sncr.org. Tribes are all the rage these days, with lots of reason.  It’s a great way to think about groups and group dynamics and uses key information from Tipping Point to help companies begin to think about positive change in their [...]

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