The CX Blog

Before one more thing, I want to say Thanks, Clearwire. There may still be a few problems with my service, but you have bent over backwards trying to make things right, and for that, you win my loyalty, if not affection

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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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An overview of Larry Sanger’s talk at Outsell’s Go! conference has been around a few months, but I just ran across it on the Digital Universe site in the Blog link.  In this discussion, he cogently identifies what in the biz focused web 2.0 universe goes where…ie, what to do with blogs vs. forums, etc.  [...]

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