The CX Blog

I was thinking this weekend, as my partner attempted yet again to move her group of professional phone channels (3 different yet linked accounts) into one long-term commitment with ATT that included an iPhone, about how often Marketing/Sales and Customer Service seem to be playing on different teams.
Fortunately, I think we’re seeing light at the end of the tunnel and no, it’s not a train. It’s social media–but I’ll get to that in a second.

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I’m not entirely happy with Clearwire these days. I’ve been using them for 2 years and have been happy for the most part all along, but the last month, speed has become very unreliable and the refurbished modem they just sent (they called it “new” but I can tell it’s used–and I’m cool with that, so long as it’s been improved since its last owner) is not a huge improvement over the one I’m sending back.

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I’m reading an article from a few weeks back on American Express’ Open Blog entitled “It’s Time to Put This Myth to Rest,” by John Battelle of Searchblog. What caught my interest was the myth itself, that social media, social networking apps and marketing don’t go well together–and his welcome debunking of the idea.

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Geoff Livingston, a PR professional whose blog (The Buzz Bin) is a platform for discussing social media and related stuff, wrote a refreshingly honest post today called “Blog Last.” In essence, it’s a plea for companies to stop thinking that throwing a blog up is the only key needed for entry into the magic kingdom of Social Media, or Web 2.0, or whatever you may call it.

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Craig Newmark, the founder of Craiglist.org, is by his own admission the Customer-Service-Agent-in-Chief of Craigslist. I’ve admired this guy for a long time and for all the reasons we all admire him, but I simply swooned with admiration when he posted his service manifesto on Change This back 2005 and eloquently laid out his philosophy of service and community.

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Many of us jumped into blogging, facebook, and other apps some time ago and joined up with friends–it was a social thing. Slowly, the use of these apps started to include professional acquaintances and connections as well. It was easy in the moment to just connect up through your most used channels–your blog(s), your facebook account, what have you. Twitter came along and the same thing happened–started out social and took on more professional connections as you went along.

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Customer Service as Spiritual Practice?

Hmmm–I have to admit, this post on The Customer is Always Right made me a tad nervous. As Maria Palma, the author, notes, the issue may make lots of people nervous as spirituality is so often conflated with religion and such. But she’s quick to note: she’s talking about connections between humans, about helping, and adding value to someone’s day.

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Drew McLellan has a good post by Jason Falls today, sub blogger in Drew’s stead. The post is a step-by-baby-step how-to guide for how companies can begin listening to their customers…online, where customers are talking and sharing all kinda information about…YOU.

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