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

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

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