strategy posts, articles, and infographics

Three Reasons Your Social Business Is In A Death Spiral

November 18, 2010 by Esteban Kolsky
with 2,409 views

Actions speak louder than words. A picture is worth a thousand words, and an action is worth a million words. You have already decided how important Social Media is to your business and you did it with your actions. There are three things you probably already did that determined how important Social Media is to your... [read more]

Measuring Social Customer Service? Easy Peasy...

November 15, 2010 by Esteban Kolsky
with 1,629 views

Let's say you decide to implement Social Customer Service - either by installing something new and awesome (that I don't know about), or by extending your Customer Service into social channels (which I'd recommend).You begin to measure the "traditional" customer service metrics: number of interactions, speed to response, satisfaction,... [read more]

Egging on the Social CRM Battle

September 16, 2010 by Blake Landau
with 870 views

Every ten years disruptive technology comes along to change business. Henry Ford once said “if I’d asked people what they wanted they would have said faster horses.” We are there again…and brands are clumsily hobbling along in horse powered buggies. And rather than battling over the definition of social CRM, we will have more success focusing on the business challenges caused by obsolete internal technologies and processes. Soon enough the horse and buggy will collapse. While Henry Ford was obviously not a fan of VOC (voice of the customer), in social CRM we desperately need to talk to customers. Every industry, and specific organization, has different challenges. We need to find out what those are on an ongoing basis. [read more]

The Looming Social Revolution

August 16, 2010 by Esteban Kolsky
with 2,143 views

Think of any revolution, they all have similar components: unhappy people, despotic rulers, catalyst events, turbulent times, and uncertain outcomes. Now, think of the current evolution we are experiencing in business: the social evolution. Lots have been written about this being a paradigm shift, or a revolution, or a... [read more]

Is Your Social Initiative the Chicken, or the Egg?

July 2, 2010 by Rachel Happe
with 519 views

Communities are funny, organic, and slightly unpredictable organisms. When they are robust and successful, they are amazingly powerful ways to communicate, collaborate, and produce results that can change the fundamental economic dynamics of a company and a market. Why? Communities incorporate economic exernalities that... [read more]

Questions to Refine the Complex Simplicity of the Social Business

March 15, 2010 by Esteban Kolsky
with 187 views

Just in case the almost 2,000 words last time did not get you all confused, I want to take some time to expand a little bit on a concept I introduced there. I said in my previous post that complex concepts should be explained simply, and use lots of questions to improve their definition within the context they were being used. I... [read more]

The Basics of Customer Experience

March 4, 2010 by Tim Sanchez
with 523 views

I had one of those aha moments the other day. I spent the weekend with some old friends in Austin. We played golf on Friday, stayed at the AT&T Executive Conference Center, and spent the weekend exploring various watering holes. As a Texas-Ex and former member of the UT golf team, it was great to visit some old places, see... [read more]