Process Integration posts, articles, and infographics

What’s Your Focus?

November 27, 2011 by Dave Brock
with 46 views

I work with dozens of organizations and hundreds to thousands of business professionals every year. Over time, I’ve noticed some important differences in the focus of many of these people and organizations. Some (too many) focus on avoiding failure, some focus on achieving success. Aren’t they the same? They actually... [read more]

Exposed: How Facebook Tracks Users

November 18, 2011 by Mac Ocampo
with 390 views

We all know what Facebook’s biggest asset is: user data. And now, it has been divulged how it uses personal information. [read more]

It Works, It Actually Works! Holy Framework, Batman…

November 16, 2011 by Esteban Kolsky
with 108 views

We could never be taken seriously with a name like Secret Customer Service – so, we will leave it that (but, trust me, it is the coolest idea and it will be among us in 10 years, give or take… ask me about it if you are interested) [read more]

Your Business Culture Isn’t Enough

November 15, 2011 by Denise Lee Yohn
with 52 views

Image: Courtesy of author blog

Please don’t misunderstand me. I am a huge believer in the importance of purpose, values, principles, and beliefs to organizations. A vital, vibrant culture unifies, aligns, focuses, motivates, and propels. But it is not enough to produce a profitable business. [read more]

Location-Based Marketing: 5 Critical Lessons from Last Night’s Retail Experience

September 1, 2011 by Nate Riggs
with 89 views

Photo: Courtesy of author blog

Since I’m a internwebz geek, I’ve gotten used to checking into retail locations on apps like Foursquare, Yelp and Facebook Places. The chance of finding a hidden deal or discount is exciting enough to keep that habit in the top Image of my mind. [read more]

How to Choose the Best Social Media Objectives for Your Business

July 28, 2011 by Debra Ellis
with 125 views

Photo: Linus Bohman/Flickr (Creative Commons)

Too many businesses get caught in the objective trap. The process of creating short and long term objectives begins innocently enough. A management team is assigned to define the best direction for the company in the coming years. The initial brainstorming session identifies some strengths and challenges along with ideas for... [read more]

Please Don’t Shoot Me Because You Weren’t on My Need-to-Know List

July 22, 2011 by Debra Ellis
with 33 views

Late one evening, a passerby observed several people putting on masks before picking up weapons and rushing into a store. Being a responsible citizen, he called 911 and reported what he saw. The small town in Western North Carolina didn’t have a police department so the county’s sheriff department was dispatched along with a... [read more]

Innovating the Customer & Citizen Experience

July 14, 2011 by Peter Auditore
with 126 views

Innovation is THE buzz word spinning out of control. These three short stories provide valuable insights into the innovation process. [read more]

Team Leaders & Their Changing Role In Customer Service – Session 1

June 21, 2011 by Martin HIll-Wilson
with 187 views

The team leader role has seen many changes in recent decades and during economic downturns. Now leaders are becoming trapped by administrative tasks and spreadsheets. How to get back to engagement. [read more]

PSEG Case Study: A Utility Changing Customer Experience Standards

May 18, 2011 by Lou Dubois
with 1,131 views

PSE&G, a regulated utility that delivers gas and electric service to more than 70 percent of New Jersey, is a great example of an energy company thinking innovatively in terms of customer experience. In short, the utility was looking to transform their customer care operations and improve the customer experience while also reducing... [read more]

How to Improve Social Networking Results – Part 1

May 17, 2011 by Debra Ellis
with 166 views

Social media often fails to deliver on the promise. The reasons vary from unrealistic expectations to inconsistent strategy execution to MIA communities. Knowing why a strategy fails is the first step in finding the best networking solutions for your business. Successful social media strategies are unique to the companies that create... [read more]

Engage with Purpose

May 5, 2011 by Brian Solis
with 96 views

I was recently interviewed by my friends at WebCopyPlus. I thought I’d share it with you here… At a time when everyone with a smart phone and a Twitter account boasts social media genius, digital analyst Brian Solis renews our faith in the existence of intelligent discourse in that realm. Author of Engage!, a comprehensive guide for... [read more]

Buyer Personas Require Qualitative Research and Contextual Inquiry

May 4, 2011 by Tony Zambito
with 185 views

Image by XXC via Flickr

Buyer Persona Development and the qualitative research methodology applied to creating buyer personas have proven to be an effective means for B2B organizations to reach a deeper understanding of their buyers. They have helped companies to gain insights into market opportunities, find out why challenges exists, depict buying... [read more]

Plan for the Social Buyer Before It’s Too Late

May 2, 2011 by Tony Zambito
with 110 views

Image via Wikipedia

To say things are changing is an understatement. Morgan Stanley (2010) recently reported in a study that there are now more social network users than email users. An even more profound and sobering fact is that 80% of business buyers today say that they found their vendors as opposed to vendors finding them. If you are... [read more]

Upcoming Webinar: The 2011 State of Community Management

April 27, 2011 by Rachel Happe
with 105 views

Every year, The Community Roundtable publishes a compilation of community management best practices that its members discussed and learned together over the course of the previous year. It is a dense tome of analysis and shared practices that we hope helps to educate the market and provide practitioners with a reference for when they... [read more]

Networks, Signals, Reputation and Delight

April 20, 2011 by Brian Vellmure
with 142 views

The era of mass marketing, sales driven information gathering and sharing, and being “just good enough to win” is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers. In the fragmented and fast moving world of concepts, buzzwords, technologies, and applications, most... [read more]

Have We Gotten It All Wrong?

April 5, 2011 by Barry Dalton
with 244 views

Over the past several weeks, I've been doing research on, thinking about and gathering client examples about brand engagement. In preparation for participating in a panel discussion at this week's Radian6 Social 2011 conference on High Performance Participation Brands, my objective was to share some big old nuggets from my personal... [read more]

The 10 Commandments of Social Moderation / Censorship

March 29, 2011 by Jon Burg
with 250 views

Over the past few weeks there has been a good deal of debate regarding the role of the social network management in policing user actions on their networks. This becomes a particularly contentious issue in the case of political protest. I would like to propose the following set of guidelines for brand and network moderation: The 10... [read more]

WEBINAR: Smart Grid Is Changing The Customer Experience, But How?

March 28, 2011 by Amelia Timbers
with 197 views

The transition to a smart grid represents a fundamental change in customer relationship management. Suddenly, utilities’ relationships with their customers will dramatically increase in complexity. Utilities will have access to customer data rivaled in sensitivity only by banks and hospitals. They will be able to control customers’... [read more]

How To Stand Out In A Crowded Market!

March 25, 2011 by Andy Hanselman
with 261 views

I was walking along the Quayside in Newcastle Upon Tyne last Sunday morning trying to shake off a slight hangover when we we came across the Quayside Market – a real mix of temporary stalls displaying arts, craft and ‘tat’ (not necessarily in that order!). As the fog lifted (in my head, not on the Tyne!), it got me thinking!... [read more]