All Podcasts

Audio Archive: The 2011 State of Community Management Webinar

An exclusive audio archive from Thursday, April 28's webinar from The Social Customer to discuss The Community Roundtable's 2011 State of Community Management Report and featuring Social Media Today CEO Robin Carey, The Community Roundtable founder Rachel Happe, Dan Brostek of Aetna and Cindy Meltzer of Isis Parenting. The webinar, building on the report, is a compilation of lessons learned from community, social media, and social business professionals at companies like SAP, Aetna, EMC, H&R Block, Allstate, Unilever, CSC, Booz Allen Hamilton, Ovation, HP and many others.

Exclusive Podcast: Discussing Influence with Peter Auditore, Head of SAP's Business Influencer Group

Social Media has forced businesses to reassess the traditional definition of influence as it relates to social. 

Editor's note: SAP is a sponsor of The Social Customer.

"Influencers," as they are called, are telling us what to do on a regular basis across the social sphere, but who is listening and how does it affect our behavior and buying decisions? Peter Auditore, the Head of SAP's Palo Alto-based Business Influencer Group, joins me in this exclusive podcast to discuss why influence matters and how businesses should measure it

Audio Archive: Smartgrid and the Customer Experience

Utilities are integrating Smart Grid solutions into their operations and services. These deployments create new opportunities for communications and education about new technologies, services, and Smart Grid benefits. Utility customer care and service centers are challenged to support these opportunities and build support across all consumer constituencies. Our panel of industry veterans shared their experiences with leveraging CRM in contact centers and other communication channels to successfully build knowledge and support for Smart Grid-enabled projects.

Audio Archive: Year One of #custserv on Twitter

A loyal following has grown for the Tuesday night #CustServ chat at 9 p.m. ET on Twitter, co-founded and hosted weekly by author and speaker Marsha Collier (@MarshaCollier) and CEO of Chalkboarder, Jeffrey J Kingman (@JeffreyJKingman). The chat centers around a topic relevant to customer service thought leaders and managers. We got the founders and a few key contributors together to talk about the last year and what they've learned. Listen below!

Audio Archive: Sentiment Analysis for Customer Service

This webinar, presented on October 19th, concentrated on using social technology to reach existing customers. The elusive 360-degree customer perspective is now accessible for the first time, thanks to new social tools and technology innovations. Combined with smart strategy, these tools can yield powerful sentiment analysis insight that will provide new opportunities to engage with customers and prospects and build revenue-producing relationships.

Audio Archive: The Future of Customer Service is Here

The customer service profession is undergoing a once-in-a-generation transformation, as both the way that customer service professionals do business and the way that customers interact with companies adapt to a newly connected world. So-called "social" technologies have vastly altered both the expectations of customers and the capabilities of corporations.