Trending Sources

How To Add Custom URL to Google Plus G+

Laurel Papworth- Social Network Strategy

How to get a custom URL for Google Plus. Anywho, How to add a Google Plus custom URL. Custom URLs for Google Plus. Pro tip!

Custom 106

Netflix Explodes Its Customer Goodwill

Alchemy of Change

A few months ago, pioneering movie rental company, Netflix announced some new price changes that really ticked off its customers.

Citizens or customers?

Chris Corrigan

Am I a customer of my government, or a citizen and a subject? Do I really need to be called a “customer” to be treated decently?

2016 20

Laws to Stop Customers and Voters from Doing #SocialMedia Activism Campaigns #TPP

Laurel Papworth- Social Network Strategy

Amendment to Consumer and Competition Act to stop Customer Anti Social Media Campaigns. Losing our communication rights. million a year.

Want to Know What Community Members (a.k.a. Customers) Need? Just Ask.

Online Community Strategy

customer’s) needs. In many cases there seems to be a real fear (or at least discomfort) in connecting 1 to 1 with customers.

2016 28

The Secret Ingredient for Customer Lifecycle Marketing? Community Management.

Online Community Strategy

The report also illustrates a number of blindspots that are derailing Customer Lifecycle Marketing efforts. The missing ingredient?

2016 32

Instant Customer Data Analysis using Excel: worked example

The Bumble Bee

In this article I will share with you a simple 7-step plan based on a fully worked example of Customer Data Analysis using Excel. Balance.

2012 39

What American Idol Teaches Us About Customer Engagement

Alchemy of Change

As customers, we know instantly when organizations get this mix is wrong. You’re probably too cool to watch American Idol , right? Tweet.

Getting Lessons Learned Right! Part 1: Customers.

Chris Collison

As we piece this puzzle together, one of the most important principles to bear in mind is that of knowing your customer. False customers.

2013 20

Customer Feedback: Breaking Down the Silos in Your Organization. Part 1 of a 3-Part Series

Ant's Eyeview Blog

The answer…broken customer feedback and busted support channels. Part 1: Connecting Customer Feedback. Why wait? Your job as a S.P.I.C.Y.

Great Products Don’t Need Customer Service – “La Bicha”


And I would be trying to do my utmost to engage with those clients to learn how I could improve the overall customer experience. Regardless.

2012 28

How NOT to do Customer Service on Twitter Crucial Paradigm

Laurel Papworth- Social Network Strategy

I think you’d have to be really really clear that you are justified in sacking a customer for a Twitter comment before you asked them to move on.

Forrester on Web Content Management for Online Customer Experience

Portals and KM

I received a review copy of the Forrester Wave™: Web Content Management For Online Customer Experience, Q3 2011 by Stephen Powers and am just getting around to looking at it. These solutions include tools that business users (as opposed to IT users) use to create and manage structured and unstructured content for customer experiences.

Forrester Groundswell 2011 Awards: AT&T – Proving the ROI of Social Media for Customer Service

Ant's Eyeview Blog

Learn what AT&T did to quantify the impact of leveraging social media for customer service. Customer Verbatim.

2011 14

The Quantified Value of Great Customer Experience

Managing Communities

Please Update Your RSS Feed Subscription This feed has moved to: [link] I apologize for the trouble. Thank you. Research

2014 13

Private Online Communities and Voice of the Customer

John Tropea - Delicious Community

Engage and listen to your customers. What we do Since 1999, we have created and managed more than 300 online customer communities to help our clients deeply engage with, and listen to, customers in ways that deliver extraordinary insights, generating phenomenal business results. Private Online Communities.’s Community Team Must Defend the Integrity of Customer Reviews

Managing Communities

They have great prices and selection and wonderful customer service that has yet to let me down and I’ve been a customer for almost 10 years. I love I regularly recommend people buy products there. In some cases, they are the first and only place I go to buy something. That’s the built [.].

2011 29

Customer service : avoid being the victim of you social media success - Bertrand Duperrin's Notepad

John Tropea - Delicious Community

Customer Relationship & Marketing. Customer service : avoid being the victim of you social media success. Engage with customers.

2013 23

When the Community Is as Valuable to Your Customers as the Product

Managing Communities

Please Update Your RSS Feed Subscription This feed has moved to: [link] I apologize for the trouble. Thank you. Thinking

2015 18

The Tribulations of Customer Service with Opera


So I turned to Opera’s customer service hoping they might be able to help out. Opera did though. I.R.C.); And it works. to v 11.63 Ouch!!!

The Customer is not always right you know!

The Bumble Bee

So perhaps some lessons here for both of us in how to work effectively when the customer and the supplier are in the same family! Stop whining.

B2B Companies: How Can You Connect Your Top Customers in Your Online Community?

Managing Communities

Please Update Your RSS Feed Subscription This feed has moved to: [link] I apologize for the trouble. Thank you.

2013 22

Community and Customer Success Make a Good Mix

Managing Communities

Please Update Your RSS Feed Subscription This feed has moved to: [link] I apologize for the trouble. For more details, please read my post on the matter. Thank you. Thinking

RSS 11

State of Customer Data Integration in 2012

Portals and KM

In February 2012, Scribe Software surveyed 300 business leaders and channel partners to uncover opportunities and challenges associated with customer data integration. “ In summary, Customer data integration can play a critical role in addressing operational challenges in sales, marketing and customer service.    

Only a Small Percentage of Your Customers Care Enough to Offer Feedback and You Should Listen

Managing Communities

photo credit: lisahumes There are some who believe that the feedback that is offered on online communities, about their product, isn’t worth their attention because it’s only a small percentage of their customer base that may or may not be reflective of a larger majority. How Should I Participate

Rethinking Marketing - Harvard Business Review

John Tropea - Delicious Community

And never before have customers expected to interact so deeply with companies, and each other, to shape the products and services they use.

Making Better Use of Customer Intelligence

Portals and KM

First, they found that customer knowledge is an elusive commodity. As a result, decisions can be based on an incomplete view of the customer. For example, the data can raise questions to ask customers. The customers can bring up issues to validate with data.   We applaud this.     

Customer Feedback: How to Value It in Your Organization, Part 2 of a 3-Part Series

Ant's Eyeview Blog

“Well, that is just customer feedback and this [insert business policy] makes us [insert revenue number].”. leader in your organization, you’ve worked hard to use customer feedback to break down barriers within your organization, as described in part 1 of this series. Next up, we’ll tackle responding to customer feedback!

Bazaarblog | Ideas to help customers build your business


This blog often has posts about online customer communities for those looking for commercially oriented community tips and ideas. Tags: customer_communities online_facilitation online_community

Lotusphere 2012 Notes: Customer Conversation – Russell’s Convenience

Portals and KM

These notes cover my individual interview, Customer Conversation – Russell’s Convenience with Raymond Huff, Russell’s Convenience.  They are also using it to better handle customer feedback and minimize the impact of complaints. This is another in a series of my notes on Lotusphere 2012. Ray is located in Denver.    

Amazon Uses Purchase History to Seed Customer Questions and Answers

Managing Communities

Please Update Your RSS Feed Subscription This feed has moved to: [link] I apologize for the trouble. For more details, please read my post on the matter. Thank you. Promoting Your Community


#Movistar – Who Owns Your Customers Problems?


What a difference owning your customer’s problem makes! . Why can’t companies that claim to be customer centric get this? Relief. Fibre.

Moxie Spaces Enhances Customer Engagement

Portals and KM

Spaces converges customer communications with employee collaboration into a single offering that I think is a great idea.    

Relationships next opportunity for Online Banking

Ant's Eyeview Blog

Wells Fargo has a heritage of positive customer relationships in their stores (retail bank offices).

The Cisco Social Media Listening Journey

Ant's Eyeview Blog

AEV Blog Listening Customer Experience Social Media social media engagement social media listening social media monitoring

#Movistar – The Cost of Lying to Your Customers


one who simply cares , there is one little thing you may want to add to your vocabulary from now onwards: never lie to your customers.

The problem with customer driven reviews

Community Guy

How is a customer supposed to use these two reviews to make a purchase decision? This would be hilarious if it wasn’t so sad.

Dell – a leader in Social Media Innovation

Ant's Eyeview Blog

Dell has always been an innovator in customer relationships and social media dating back to their core business model “be direct”.

Influencer Programs: How to Engage Smart People Outside Your Organization

Ant's Eyeview Blog

Tags: AEV Blog Fans & Influencers community customer advocacy influencer MVP program Sean O'Driscoll

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides.