The CX Blog

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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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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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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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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Customer Service as Spiritual Practice?

Hmmm–I have to admit, this post on The Customer is Always Right made me a tad nervous. As Maria Palma, the author, notes, the issue may make lots of people nervous as spirituality is so often conflated with religion and such. But she’s quick to note: she’s talking about connections between humans, about helping, and adding value to someone’s day.

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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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Your brand and all the buzz around it is made up of a zillion micro-experiences–that’s Customer Service as the new Marketing in action. With all virtual channels open 24/7, enabling conversations about your company to happen globally all the time, the actual experience of your company trumps what you say about your company. Seth Godin has been hammering this home for a few years now, and a growing number of companies are finally getting it.

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Way back in the early days of Amazon, our big concern was how to create a real connection with customers even though we were a pure-play (does anyone even think like this anymore? I don’t think so–pure-play now refers to online gaming cos

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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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