Bertrand Duperrin's Library tagged socialcustomer →  View Popular, Search in Google

"In today's competitive landscape, customer service is more important then ever. Conversations now echo across sites such as Facebook, Twitter, LinkedIn, and other social media neighborhoods. It's leveled the playing field, enabling businesses of all sizes to interact directly with customers like never before. And because the voice of the consumer has never been more powerful or influential than in today's marketing paradigm, it has the potential to spread virally in an instant."

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"A Digital Consumer Survey conducted by IBM has found a “dramatic” increase in the adoption of digital devices and content over the past four years."

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"Yesterday I was part of an excellent discussion on why customers are mad as hell. This Focus.com Round Table was moderated by Josiane Feigon featuring Koka Sexton, Matt Heinz and Rebecca Morgan.

Current customers are angry because the environment has changed. People expect timely help and especially when they are in a buying cycle or already customers.

Rebecca Morgan pointed out that people are already irritated with the economy, their jobs and any number of other external forces that add stress to their lives. Having a bad experience with a company or a sales person just gives them an outlet."

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"Also, truthfully, I’m kind of uncomfortable with this post too. While I’m pretty sure my conclusion is right, I’m not entirely at ease with what it took to get there. I’ll leave it at that. So I reserve the right to treat this as a work in progress.

Also, Part II of this post is on PGreenblog here. The actual “predictions” are there. This part is the explanatory justification for what I see as the shifting of the dynamics in the (social) business world."

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"These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?"

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"The boundary between the technologies in the home and at the office is becoming less marked, but I still have the impression that the products developed are evolutionary rather than revolutionary – blogs, wikis, communities and so on with an ‘enterprise control’ layer – nothing disruptive as such. If you look at Gartner’s Magic Quadrants on the subject, you see that there are some big and a plethora of smaller actors (ripe for a round of consolidation?) with all of them having more or less the same feature set. So the question that arises in my opinion is where do we find inspiration for software innovation?"

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"In my opinion the discussion around Enterprise 2.0 has been too internal-facing and focused on the tools, rather than what the objectives for collaborating actually are. The market is maturing though as we see the approach evolve from innovators to early adopters. This was especially evident when looking at the agenda of the Milan edition, in contrast to the Boston edition that is still more focused on the software “solutions” (go ahead and deploy this module and you are now a “Social Business”..NOT!). Could it be that Europe is leading the way in its understanding of what it takes (culture, organisation, customer focus, employee engagement…)?"

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