Archive | Customer Strategy

Happy 10th Anniversary to the CustomerThink Community!

This month marks the 10th anniversary of this community. What a fabulous experience it has been for me! Please indulge me as I reminisce about what’s happened over the past decade. Join me for a look back to recognize those who helped launch and support the community. Together, we’ve created a special place to learn […]

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Communispace Private Communities Enlighten Social Marketing at InterContinental Hotel Group

InterContinental Hotel Group (IHG), the world’s largest hotel group with seven brands including InterContinental, Crowne Plaza and Holiday Inn, is getting a strong return from social media marketing. How? By first using private online communities to really understand their customers. According to Cassandra Jeyaram, Social Marketing Manager with the Global Consumer Marketing department, IHB’s social […]

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Web 2.0: The End of the Beginning

The recent Web 2.0 Expo in San Francisco was an upbeat affair showcasing a lot of interesting technology. The initial consumer-focused hype is receding as the next phase of “social business” adoption gathers momentum. In this article, I’d like to share my thoughts about the state of Web 2.0, where it’s going, and what it […]

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Building the Social Customer Service Experience

Over the next couple of years, more and more companies will take the plunge into delivering a more “social” customer service experience, to better engage with customers while also improving efficiency. Software vendors are ramping up, and customer-centric leaders are charting the future—like iRobot, the company that makes the Roomba, a vacuum-cleaning robot that roams […]

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Is Sales 2.0 New? Improved? Social?

Tacking “2.0” at the end of a term is shorthand for “new and improved,” usually with a social media slant. However, after attending a recent Sales 2.0 conference in San Francisco—an excellent and well-attended event hosted by Selling Power and—I left with more questions than answers. I asked several attendees, “What is Sales 2.0?” […]

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