The CX Blog

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

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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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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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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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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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On a conceptual level–and far from the fray of implementing such things–it appears the C-level in organizations “get it” when it comes to social networking and the web 2.0 revolution. In fact a full 85% get it–that’s pretty impressive.

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