Archive | Social Business

Say goodbye to social silos. SAP Jam adds "work patterns" to support a collaborative business

“Social” is a term that can be used in so many different ways. In our personal lives, being social means connecting with other people, sharing, and being part of a community. We’re not necessarily trying to get something done, just being social is enough of a reason to post on Facebook, Twitter, Instagram, etc. Oh, […]

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Reviews 2.0: OpenTell's authenticated customer feedback changes the game

There’s no question that the so-called “social customer” has changed the balance of power. I think Dave Carroll, the creator of the famous United Breaks Guitars video said it best: “No customer is statistically insignificant.” Customers who are mistreated, or delighted, can freely post on Twitter, Facebook, blogs, or review sites. For all the talk […]

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Facebook hijacking "likes" to sell ads. Is this what social media has devolved to?

I get it. Social media sites need to make money. Actually, any free website needs a revenue stream, and a common strategy is selling ads or sponsorships. (CustomerThink is sponsor supported.) However, it’s a delicate balancing act to know when to say when, to advertising money. Apparently Facebook skipped that class, because when you “like” […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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