The CX Blog

The other day, after hearing a particularly lovely piece by Sounds from the Ground on SOMA FM, (I’m a tshirt wearing, cash paying fan of Soma!) I went right over to iTunes, searched and purchased the album. I couldn’t wait to put the whole album on my shuffle, it was the perfect rhythm for running and palpably improved my mood–I already love Sounds from the Ground, so I was tickled.

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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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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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Oh the Voice of the Customer. How and when to get it, and what to do with it once you have it…that’s the question.

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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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