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Community & Reputation go Hand-in-Hand

October 30, 2010 by Paul Gilliham
with 862 views
0

Your reputation matters to you. At work you care what others think about your performance and reliability. At home you care that your friends like you and your family and significant others feel they can trust you. In community, like anywhere else in life, reputation matters. [read more]

Relationships need to have Meaning

June 3, 2010 by Mitch Lieberman
with 586 views
0

Last week, I wrote a post where I was not very nice to an author who focused on data, and not trust as the ‘tie that binds' regarding relationships. You can agree, or disagree, but the current thinking is that engagement builds trust, trust is the basis for a relationship and a relationship is the basis for…hmmm, for what?... [read more]

Customer Ownership: Relationship? Conversation?

April 21, 2010 by Paul Greenberg
with 189 views
0

Simply Put.  SCRM is not VRM. Simple Being the Operative Principle. This is meant to be a simple post.  Flat out, I want to say that there is a difference between “ the customer's control of the conversation” and “customer's owning the relationship.”  Because there is a discussion that I see... [read more]

Collaborative solutions are a work in progress at Pitney Bowes

April 19, 2010 by John Moore
with 99 views
0

Pitney Bowes was founded in 1920 and, since that time, has built a solid business focused on mail, workflow management, customer experience, and business insight solutions.  They are clearly best known as a company that delivers solutions complimentary to the United States Postal Service.  This is an old school... [read more]

Does Control of the Conversation Equal Control of the Relationship?

April 19, 2010 by Mitch Lieberman
with 169 views
2

Starting with the basics; If Social CRM is about the company's response to the customer's control of the conversation, I suppose we should first ask: Does it matter that the customer is controlling the conversation?  Of course it matters! However, your response to the conversation matters more. Keep the ordinary, ordinary As Paul... [read more]

HIMSS, Social Media & Heathcare IT Community

March 24, 2010 by C.B. Whittemore
with 274 views
0

Have you heard of HIMSS? It focuses on "transforming healthcare through IT" [i.e, information technology]. I hadn't until I started working with Awarepoint and discovered that HIMSS - the Healthcare Information and Management Systems Society - uses social media to promote its mission to the healthcare IT community. HIMSS recently... [read more]

The Classic Knowledge Problem... Customer Satisfaction With PC Support Has Been Declining for 15 Years...

March 11, 2010 by Esteban Kolsky
with 629 views
0

Let me paint you a typical problem in a home office scenario: You are working at home finishing a document you need for your meeting on Monday morning, click on Print — and nothing happens.  Try again, still nothing.  You go through your standard “repair” techniques: turn the printer off and on, unplug the... [read more]

Whuffie, Social Capital, the Firm and the Enterprise

March 8, 2010 by Prem Kumar Aparanji
with 438 views
0

Source: Flickr Theres a great debate/discussion going on about Whuffie & Social Capital and how it applies to the social media & online networks/communities on blogs & twitter. It all started with a post by Brian Solis, a very well reputed leader in... [read more]

A 4 Stage Model for Member Engagement

February 17, 2010 by Vanessa DiMauro
with 631 views
0

“If you build it, he will come.” — Field of Dreams If only this were true for any kind of online community. However, waiting for new members to show up and engage at your site will only rarely succeed. Creating a successful, vibrant online community — especially for an audience of busy professionals —... [read more]

Does Competition Beat You, Or Are You Beating Yourself?

February 11, 2010 by Dave Brock
with 210 views
0

I love competing and I love winning!  Watching the Super Bowl was great, two great teams who left everything on the field.  No this is not a post about what we can learn from the Super Bowl, but the Saints and the Colts are good examples of great competition. Competing against a great competitor is great, it raises the level of... [read more]

Without Balance You Got Nothin' Online

February 10, 2010 by Vanessa DiMauro
with 120 views
1

Balance is everything in life be it work-life balance, love or a financial spreadsheet. Balance is especially important in a relationship and this is true online.  We must give in order to take, must offer value in order to receive value.  However, in many marketing circles, this balance is being misunderstood and disrupted... [read more]

The Customer, not the Company Defines How Products are Used

February 4, 2010 by Frank Eliason
with 282 views
1

  I have a lot of respect for Pepsi CEO, Indra Nooyi. She has done a lot to help the brand and grow the business of Pepsi. The video above was on CNBC the other day. It was a feel good story of the introduction of the Pepsi Refresh Project. This is a social giving initiative in which Pepsi is putting up $20 million... [read more]

Stop Being Stupid! The Customer Isn't Always Right

February 3, 2010 by Dave Brock
with 275 views
13

This morning, I was intrigued by a question on LinkedIn.  A person felt offended, a salesperson had criticized the this individual's company.  The individual was very upset, complaining to the sales person's management, and posing the question on LinkedIn asking whether anyone else had experienced sales people being impolite... [read more]

Ten MORE Minutes with Ramon Ray - Mobile Commerce, Texting While Driving & Grouply over Google Groups

January 28, 2010 by Brent Leary
with 311 views
0

I spend another quick ten minutes with SmallBizTechnology.com's Ramon Ray to kick around a few tools and tips that could impact how we do build relationships and do business today. We cover a lot of ground in ten minutes, including: New GPS-enabled software called proTextor, blocks incoming and outgoing text messages and phone... [read more]

Social Media Round Up for January 22, 2010

January 22, 2010 by Maggie Fox
with 150 views
1

Rung added to Social Technographics Ladder Remember Forrester's Social Technographics ladder from back in 2007? Well things have changed since then and surprise, surprise all, the active categories are growing, showing that we are all doing more with social media. Most notably though, the ladder has received a much needed new rung for... [read more]

Customer Service as the New Marketing?

January 14, 2010 by Frank Eliason
with 363 views
2

"Advertising is based on one thing: happiness. And do you know what happiness is? Happiness is the smell of a new car. It's freedom from fear. It's a billboard on the side of a road that screams with reassurance that whatever you're doing is OK. You are OK. - Don Draper, Mad Men Season 1 Episode 1 Today advertising is not creating... [read more]

Three Keys To The Secret Garden: Credibility, Selectivity and Balance

January 8, 2010 by Vanessa DiMauro
with 231 views
0

Credibility, Selectivity and Balance - these are very important parts of gated online communities.  My work at Leader Networks often focuses on building online communities for business - private, confidential,  executive-level communities or those that deal with the exchange of sensitive information. (For example, we are very... [read more]

Will 2010 Be the Watershed Year for Media and Advertisers?

January 4, 2010 by Maggie Fox
with 174 views
2

Just before the holiday, Pepsi dropped a bombshell: they are cutting their Superbowl ads, instead spending $20 million on something called the Pepsi Refresh Project, a “social media” campaign that will hand out tens of millions of dollars to people who want to “refresh” their communities via good works. Of... [read more]

Small Biz Tech Trends in 2010: Ten Minutes with Ramon Ray

January 1, 2010 by Brent Leary
with 462 views
0

I had to talk to Ramon Ray before the this year. That's because I wanted to know what to look out for at the beginning of next year. Ramon, for the very few of you who do not know, is one of the leading voices in small business technology. He's the publisher of SmallBizTechnology.com, and is the co-organizer of one of the best... [read more]

Attention C-Suite: The Times They Are A-Changin'

December 29, 2009 by Frank Eliason
with 250 views
1

The C-Suite needs to hear some words from Bob Dylan: Come gather 'round people Wherever you roam And admit that the waters Around you have grown And accept it that soon You'll be drenched to the bone. If your time to you Is worth savin' Then you better start swimmin' Or you'll sink like a stone For the times they are a-changin'. I... [read more]

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