Here’s a scenario for you: a company gets a social analytics tool and starts messing around with it. Initially, as is the case with most businesses, early applications are akin to “ego surfing,” where the company looks for mentions of itself (a handy exercise if you want to find issues to direct to your support … Continue reading »
Posted in January 2013 …
Retention prevention: Charter axes social media support
Social media-enabled service is a trend whose value seems painfully obvious: if someone’s asking for help from your company on Twitter, LinkedIn, Facebook or Google +, it’s a smart move to respond to them for a number of reasons. First off, they’re customers, and they have a problem. That should be reason number one. Second, … Continue reading »
Gibson Guitars makes social media music out of Delta’s sour note
There was a great post this week on 1to1 media’s blog about an airline wrecking a guy’s guitar. Yes, again – this time it was not United, but Delta Airlines, and they managed to squish Dave Schneider’s 1965 Gibson ES-335 guitar between a service elevator door and a rail on a loading dock. They squished … Continue reading »
The Top 20 CRM Blogs of 2012
You want to learn about CRM, or you want to refine and expand your understanding, but you don’t know where to start? Well, the blogosphere’s one good place to start learning, but it’s become a crowded, confusing place, clogged with blogs of disparate quality and written by people with motives that are less than mostly … Continue reading »
