The CX Blog

Charlene Li reviews Starbucks’ social media strategy in a new report you can access here.
She makes a number of great points, but what is crucially important in making any social media strategy work is the people and cultural awareness in an organization. Here are some highlights:

Deputizing people throughout the organization
Understanding how each social media channel [...]

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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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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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There’s a cool new tool out there that allows you, via a tag cloud, to see what your twitter gang is all about…that is, those who follow you. It draws from their bios and shows commonalities. Very interesting….
Just go to http://Twittersheep.com and try it out.

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Salesforce is so busy being cool, it’s hard to keep up with them. Their platform Force.com interfaces with Facebook, Google, and Amazon and allows users like Neil Young to build a site that will track all kinds of info for them. Tres cool.

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Here are the Top Dogs for social networking in 2008, referencing Tech Crunch article:

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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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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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