Net: Despite the fact that user generated ratings and reviews have been a mainstay of the internet since at least 1999, many large businesses fail to provide an easy way for customers to provide feedback and do not monitor and respond to customer comments on the Web. I recently experienced this first hand from the […]
Net: The fact that 50% of all consumers are engaging with social media, but less than 40% of businesses are doing so means that some companies are leaving their customers exposed to competitor’s initiatives. BMW is one of many examples. Last fall, I leased a new BMW X3 to replace my old one whose lease […]
Net: In 2007 EMC launched an initiative to develop a social media technology strategy because the company decided they should develop “social media proficiency” as a competitive advantage in their industry. Despite the fact that the initiative did not have a specific financial return requirement, Chuch Hollis, the EMC executive who lead the development of […]
Net: Facebook and Twitter updates are becoming increasingly irrelevant and brand diminishing as users broadcast information to their entire networks that are of interest to only some of their friends and followers. A relevance increasing solution could be the ability to selectively send and receive updates using social sub-network tagging. I have written before about […]
Let’s assume that most companies want to provide good if not great customer service. But even those who aspire to greatness occasionally screw-up and end up with a customer service disaster. We look at customer service disasters as a “crisis” in the way that some interpret the Chinese character for crisis as being comprised of […]
Net: Despite being in a business where privacy is heavily regulated and systems stability can literally be a matter of life or death, The Mayo Clinic has established itself as one of the leaders in applying social media technologies to build their brand and engage employees and customers (i.e. patients). And they are doing so […]
Friday night, Myles and I arrived at our ski house around 10 PM. This was several hours later than our usual arrival time as his third grade basketball team had the honor of playing during the half time of the Brookline vs. Wellesley High School game. The good news was that leaving at 8 meant […]
At one of my final annual all-company meetings as CEO of The Loyalty Group, I showed three clips of Michael Jordan, one of my all time sports heroes. The MJ trait I loved most was his tremendous work ethic. He was truly one of the most gifted athletes of all times, but he was also […]
My first job out of business school was with Bain & Company consulting. I spent six years at Bain and during that period and my longest non-travel period was two weeks. One of the first things I did after starting at Bain was to join every frequent flyer program and several hotel rewards programs. Although […]
Just noticed this response from Dell manager. Bonus points for finding this new blog and post and for the very candid response on how Dell’s culture is still evolving to embrace customer and customer service collaboration. His comments: Good points on social media in the enterprise as a whole. Thanks for the write-up. While we […]