The CX Blog

I added my own experience with Clearwire to this write up of the growing list of poster-kids for companies using twitter as a service channel.
It’s an excellent channel that has an immediate and profound brand impact: it’s direct, it’s transparent, it’s human. Try it, you’ll like it.

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ASP Online announced its best of breed awards for Top Ten Web Support sites this past week. The award refers to companies that are doing more of the best–online knowledge management that actually works, easy access to user accounts, reliable order confirmation, stuff like that–as well as new approaches with social communities and media.
Some winners [...]

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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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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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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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A quick round up of a few conversations happening out there re Customer Experience, Service and support issues…

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The other day Jeremiah Owyang tweet’d about Frank Eliason at Comcast who is the twitter/social media go-to guy for all things Comcast service (can you imagine the traffic?). I was so impressed with what he was doing that I wrote a blog post on it, you can find it here.

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