A Tale of Two Thank You’s from a Customer Experience Perspective

Ant's Eyeview Blog

One from Dell and other from jetBlue, both companies I am a repeat customer and I have agreed to get email updates with offers and news. But jetBlue made a decision to thank me, along with other jetBlue customers for our patience during the snow storm and interrupted travel.

Digital Habitats for project teams

Digital Habitats

2002) proposes these differences: Communities of Practice. A part of the project’s work needs to be focused on learning how to cope with differences in time zones, bandwidth, technology environment, language, customs regarding deadlines or commitments, etc.,

Digital Habitats for project teams

Learning Alliances

2002) proposes these differences: Communities of Practice. A part of the project’s work needs to be focused on learning how to cope with differences in time zones, bandwidth, technology environment, language, customs regarding deadlines or commitments, etc.,

Online Community Toolkit | Full Circle Associates

Nancy White

1999) Conversations With Your Customers – A human voice behind business interactions. Planning, Designing and Running Online Events Designing Online Events Online Events Assessment Tool Case History: CGIAR’s Gender & Diversity “Creating Connections Online&# Report (Aug 2002) LINK Evaluation Examples: 2002 and Net*Working 2004 Online Event Evaluation Report (nice to see a full event evaluation!)

Herding the Smart Cats: Successful IT Change Leadership

Partnering Resources

In 2002, the year in which this organization sought CMM Level 3, the median time to attain Level 2 maturity was 23 months and Level 3 was 22 months. And, in the process, enjoyed some much happier customers. Herding the Smart Cats: IT Change Leadership.

2012 202

Facebook talks like a pirate. Movember and online community rituals

Laurel Papworth- Social Network Strategy

At first an inside joke between two friends, the holiday gained exposure when John Baur and Mark Summers sent a letter about their invented holiday to the American syndicated humor columnist Dave Barry in 2002. [3] Online Community is Customer Service (11).

Growth on the Silicon Valley Anthill: Welcome Christopher Carfi

Ant's Eyeview Blog

Chris, long considered a thought leader in the area of customer engagement and social business, will focus on helping our clients navigate the Social Engagement Journey as a Senior Strategist.

2011 78

Online Communities: Surviving & Thriving Webcast

Online Community Strategy

The customer relationship as a currently squandered opportunity. Thor Muller is CEO & Co-founder of Satisfaction, a startup delivering “people-powered customer service for absolutely everything.&#.

Interact Offers an Intranet for Enterprise 2.0

Portals and KM

In 2002 they developed an intranet for the UK operations of Pfizer. There are over 500,000 users with average customer having 1,500 employees. I like this customization capability.

MirandaNet: Place

Community Capers

Personal relationships and professionalism are cemented and celebrated in these workshops and other face-to-face events like the ten-year party held in 2002. This partnership has allowed the community to develop customized tools and interfaces and to focus resources in face-to-face activity wherever possible. Network communities are a form of technology-mediated environments that foster a sense of community among users.

2008 100

Paywall for News.com and Online Community Social Media

Laurel Papworth- Social Network Strategy

Eye Witness: On October 11, 2002 there was a bombing at a shopping mall in Myyrmanni, Finland in which 7 were killed including children and 166 injured. Put is this way – you are not Facebook’s customer, you are Facebook’s product.

How Do I Make Sense of Social Networking Tools

Elsua

Later on, in October, I’ll be celebrating the 10th year anniversary of this blog and towards early December my 13th year overall of blogging since I first started my corporate blog back in 2002.

2015 248

Webinar - Online Communities: Surviving & Thriving in the Economic Downturn

Online Community Strategy

Thor Muller is CEO & Co-founder of Satisfaction, a startup delivering “people-powered customer service for absolutely everything.&#. He subsequently founded Trapezo, a venture-funded company that made Web software for syndicating content, acquired by Perfect Commerce in 2002. Online Communities: Thriving in the Economic Downturn Webinar. A FREE webinar sponsored by Forum One Networks. May 7, 2009 @ 11:00 am PDT. Register here: [link].

Notes on CUST119 Prudential: Thinking about Social Business Adoption? Don't Forget Enterprise Social Governance

Michael Sampson - Currents

Been a long time IBM customers. PROFS in 1982, Notes from 1994 (60,000 users, 6400+ applications), Sametime in 1999, WebSphere Portal in 2002, and Connections in 2010 (about 25,000 users currently). Jean Balbo from Prudential Financial is talking about enterprise social governance. Jean is the Director of Process Management. Some notes: 1. Prudential is 137 years old, has $1 trillion in assets under management. 50000 employees, in 35 countries.

2013 132

Open Text Adds Social Media, More Web 2.0 Features, and SAP Integration

Portals and KM

Ironically, while working with a different firm, I came back to evaluate it in 2002 as part of a plan to upgrade the software. As the note the role of web content management has expanded from a place to store and publish external-facing content to a helping support organizational business goals in such areas as sales and customer support. Open Text is a relatively old player in the enterprise content management and collaboration space.

SAP 126

Work The Web

Elsua

Even more when it came from the company that employs me, IBM , and just about a year after I joined its workforce, where I was doing customer support for the Mainframe (Yes, the good old VM Mainframe ).

2009 151

Executing Enterprise 2.0: Dachis Group Acquires Headshift

Elsua

Fast forward to 2002 … where you will find a very interesting paper ( On the nonsense of Knowledge Management ) that James Dellow quoted along in the current discussion as one of the very few folks who connected the dots across time between both discussions.

Groups 184

Trends in the Living Networks: Economics of Social Media - the role of Hollywood

John Tropea - Delicious Community

2007 36

organizational responsiveness

Taming the spaces

For Hoyt and Troy (2002) the agile company is: one, which operates in a dynamically changing, uncertain environment and, is relatively more successful (in terms of financial performance) than its nonagile competitors.

2010 153

Confluence 3.0 Released by Atlassian

Portals and KM

Atlassian was founded in 2002 and is headquartered in Sydney Australia. Customers frequently use Atlassian’s Universal Wiki Converter to migrate other wikis to Confluence. In addition, Atlassian is rolling out a dedicated website (plugins.atlassian.com) that gives both plugin developers a venue to showcase their products and customers the ability to easily find, download and review over 325 plugins created by third party developers.

Culture: Valentine's day in Ghana

Joitske Hulsebosch

She did open-ended interviews with customers and shop-owners in Accra in 2000, 2001 and 2002 and concludes: "Borrowed from abroad, altered to fit local circumstances, Valentine's Day is part of a complex set of imported and indigenous lifestyle markers that are used increasingly in urban Africa by individuals and social groups to construct identities as older and more traditional cultural norms and forms loosen their hold. " 6, 2002

Ghana 100

Instant Communities: List of companies that provide Web Collaboration Suites or Platforms

John Tropea - Delicious Community

iUpload “iUpload enables Internet-based business communities for the purpose of improving communications, enhancing customer relationships, driving sales opportunities and gathering marketing data.&# AdventNet has served a diverse range of enterprise IT, networking and telecom customers.

2008 58

Webcast of Online Communities: Surviving & Thriving now available

Online Community Report

The customer relationship as a currently squandered opportunity. Thor Muller is CEO & Co-founder of Satisfaction, a startup delivering "people-powered customer service for absolutely everything.".

More IBM Research on Enterprise 2.0 – Activities and Other Tools

Portals and KM

Tags were a primary tool used for finding content and creating custom, filtered views of content. and the Ryder knowledge management system was featured in a number of articles and named to the CIO 100 for 2002 as “a KM center that links sales and marketing with operations and supply chain management.” Here is some interesting research from IBM on the effects of a set of enterprise 2.0 tools.

2008 100

Social Media Group " Blog Archive " The ROI of Communities - Part II

John Tropea - Delicious Community

Community users remain customers 50% longer than non-community users. (AT&T, AT&T, 2002) 43% of support forums visits are in lieu of opening up a support case. Cisco, 2004) Community users spend 54% more than non-community users (EBay, 2006) In customer support, live interaction costs 87% more per transaction on average than forums and other web self-service options.

2007 28

Blogging for knowledge workers: incubating ideas

Mathemagenic

For its author a weblog might be useful as as personal information management tool, a kind of outboard brain ( Cory Doctorow, 2002 ), used to organise information and thinking. to communicate to customers about a product) or within a restricted environment one can use a weblog to write on personally interesting issues in a personally meaningful way. While my Dutch is still far from perfect I am happy with any opportunity to reach local audiences.

2010 158

Trends in the Living Networks: The many varieties of networks in business: Net Work - A Practical Guide to Creating and Sustaining Networks at Work and in the World

John Tropea - Delicious Social Network KM

2007 36

Online Communities: Thriving in the Economic Downturn Webinar - May 7th

Online Community Report

Thor Muller is CEO & Co-founder of Satisfaction, a startup delivering "people-powered customer service for absolutely everything.". He subsequently founded Trapezo, a venture-funded company that made Web software for syndicating content, acquired by Perfect Commerce in 2002.

Network Roundtable: Building Collaborative Teams

John Tropea - Delicious Collaboration

2007 38

Community ROI / Online Community Unconference 2007

John Tropea - Delicious Community

5 Revisions Print Tools Export as HTML Export to PDF Export to Word Community ROI hide OCU_ROI.pdf Community ROI Or … Wild Goose Chase Or … Justifying Online Communities Or … The ROI Narrative (posted by Holly Pendleton) Categories: • Support • Product Development • Marketing • HR • Metrics that have been compiled to date: (Joe Cothrel @ Lithium) • Community users remain customers 50% longer than non-community users.

2007 28

Co-creation | Jack Martin Leith

John Tropea - Delicious Collaboration

Groundwork is done at the beginning of a project to analyse and understand the problem or issue, and to create a design specification for: The new creation – the product, service, customer experience, process, venture or whatever The value this new creation is required to deliver The intervention, strategy, solution, programme etc. After the Open Space event the customers depart, returning at a later stage to evaluate the concepts and suggest improvements.

2008 28

SocialText Putting A Little Social Into.Enterprise Wikis

John Tropea - Delicious Social Network

They offer customers a choice between a SaaS version and a higher end appliance, although the only real difference is where the server sits (your location or theirs). Founder Ross Mayfield says that of their 4,000 customers, 80% use the SaaS product, but 80% of their revenue come from the appliance. The new products, Socialtext Dashboard and Socialtext People, are being demo’d now and will become available to all customers within 60 days, Mayfield says.

ACTIVE LURKING: ENHANCING THE VALUE OF INHOUSE ONLINE COMMUNITIES THROUGH THE RELATED PRACTICES AROUND THE ONLINE COMMUNITIES

John Tropea - Delicious Community

2002 Jul. 2001- Jul 2002. problems of the product X in their customer site. Typical topics Sales practices, solution of customer problem and. sales activities: proposals to customers, specific. industry, and solutions of problems in their customer. useful presentation package to let our customers know. the organizations should process customers’ claims. sales activities, customer needs and claims about. customer engineers (CE).

more details please

John Tropea - Delicious Faciliatation

It was published back in 2002 and there seems to be quite an industry thats grown around it with addional handbooks and resources available. Here are a few examples: We will provide great customer service--was there really a choice to provide poor customer service?

2012 36

Green Chameleon » Snake Oil

Green Chameleon

Sales-speak optimism almost universally exceeds real buyer impact (this is not the same as customer satisfaction).

2008 130

The New Socialism: Global Collectivist Society Is Coming Online

John Tropea - Delicious Collaboration

Wired Home Subscribe Sections Cars 2.0

The returns on Communities - KnowledgeBoard

John Tropea - Delicious Community

Some times (credit assessment; sales proposals) it can be inferred from information available to the company (rates of default; closed sales and profit margin); sometimes it will have to depend on fuzzier customer-satisfaction measurements.

CoP 36

Life With Alacrity: Dunbar Triage: Too Many Connections

John Tropea - Delicious Social Network

Ive seen this when someone moves from one profession to another, say a salesperson to a manager -- styles of relationships that were acceptable among salesperson and between salespeople and customers are not quite as acceptable as those between managers and their staff.

2008 38

Innovation and Communities of Practice

John Tropea - Delicious Community

The relationship of innovation communities with potential customers and other external sources of innovation has an essential role in the implementation stage. Harvard Business School Pres, 2002 CommunityIntelligence Ltd Co. First, we got customers turned on to the idea by showing it secretly to them. That helped us make improvements by learning from customers. Once we got customers behind the idea, we unleashed them on the other parts of the company.

Promoting and assessing value creation in communities and networks : a conceptual framework

John Tropea - Delicious Community

2002). Customer feedback. ? Promoting and assessing. value creation in. communities and networks: a conceptual framework. Rapport 18 Etienne Wenger Beverly Trayner Maarten de Laat Ruud de Moor Centrum Open Universiteit rdmc.ou.nl Ruud de Moor Centrum Open Universiteit rdmc.ou.nl. Promoting and assessing. value creation in. communities and networks: a conceptual framework. Rapport 18 Etienne Wenger Beverly Trayner Maarten de Laat Ruud de Moor Centrum Open Universiteit rdmc.ou.nl

Social Networks And Group Formation - Boxes and Arrows: The design behind the design

John Tropea - Delicious Social Network

He helps clients leverage digital technologies to develop meaningful and value driven customer and employee relationships.Most recently, Shiv founded and led the Enterprise Solutions practice at Avenue A | Razorfish.

2007 41

Anecdote - Whitepapers - Building a collaborative workplace

John Tropea - Delicious Collaboration

We are now in the days of asking and listening to our customers and working with them in our innovation cycles. In November 2002, a large number of atypical pneumonia cases occurred in Guangdong Province, China. ” The GM insisted that company employees be proactive and engage with their customers to tackle the issue. What we do. Keynote Speaking. About Us. Workshops & Seminars. --> Whitepapers. Bibliography. Anecdote Shop. --> Anecdote Associates. Clients. Contact us.

How to Hit the Enterprise 2.0 Bullseye

John Tropea - Delicious Social Network KM

Prior to the mid 1990s c0ncentration had generally been decreasing in the US; in a 2002 paper NYU’s Lawrence White pointed out that the trend had recently reversed. If I were in charge of a retailer, for example, I’d want an ERP-ish system that my customer service reps used to take orders from customers, then send them to the warehouse for fulfillment and also to accounts payable.

2007 33