Social Customer »
Driving Innovation with Advanced Social Intelligence
With the exponential growth of social media networks most businesses, and particularly their marketing teams, appreciate the power these channels provide. However, the views many have on social media are one-dimensional, seeing it as
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WOW, 71% of Companies Do Not Have A Mobile Customer Care Solution
Obviously, social media has influenced the way the world communicates. It’s impacting culture, communities and even shifting world governments. Innovations in technology and consumer behavior are creating new types of social interactions via new
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Getting Started With Social Support
In the past I have talked about some of the challenges for social media customer service programs; scalability, maintaining stakeholder support and defining accepted success measures. These will always exist and a program manager
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The Heart of Social Support: The Branded Online Community
Online communities, also called forums or discussion boards have been around for much longer than Twitter, Google + and Facebook. There has been a lot written on communities and community management but I think
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The Value of a Single Social Recommendation
Figuring out the real, dollars and cents value of social media is still a daunting challenge for most businesses. There are ROI calculators that deduct the cost of electronic self-service from the cost of
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