The CX Blog

I get these questions sometimes from Boomer bosses who are starting to feel a little twitchy about twitter and the likes. Reminds me of the generation-appropriate reference to Bob Dylan’s Ballad of a Thin Man:

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For the past few years, the discussion around how to integrate Web 2.0 technologies into enterprise KM has been hot and heavy. Sides have been taken, lines drawn. A lot of this came out of knee jerk reactions to a disruptive new technology–wikis, google-type search, folksonomies (is anyone using that term anymore?) etc.

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Recently Interactive Insights Group blogged about selling social media to skeptics, luddites, etc–great post, check it out.

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So who’s using Twitter?

JetBlue is, and it’s pretty fun, too! They are doing a good job of combining customer care and direct response with newsy sorts of things, tips and tricks:

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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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The title of a recent post caught my eye as I was perusing the aisles of blogs on Alltop.com. The Mummy, the Tart, and the Mystery Station was the name, and it was a post on the Wells Fargo blog. Ruh?

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Jay Deragon of Pitch Engine blog writes a good article questioning the discussion around ROI for social media, the underlying question seeming to be: those who seek ROI above all else probably don’t get it. Reason: how can you reasonably measure human interaction?

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