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. Customers howled. Customers weren’t the only folks disappointed in the company.

Custom 252

Agile international development?

Net-Map Toolbox

So while I talked with the software developers and coaches at the agile coach camp last weekend, I kept thinking: What if we used the principles that they use to make software development more participatory, user-oriented and faster learning and adopted them in international development projects? Customer collaboration over contract negotiation. Change Management exploring new ideas International development musings Organizational Learning Other people's work Uncategorized

The Inside Scoop on the International Association of Business Communicators Conference

Partnering Resources

In June, I traveled to Washington, DC for my first International Association of Business Communicators (IABC) conference. ” and “What are our projections for the next quarter” will be doubted when she says customer service is the company priority.

2017 158

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. as it conveys both an internal focus and the need to align them. We began with a discussion of enhancements to their customer support capabilities.

Custom 141

Where is the Cooperation in International Development and Cooperation

Full Circle Associates

Later this morning he posted a really thoughtful blog post on the thinking behind his organization’s desire to have their own internal Knowledge Exchange Toolbox. Has anyone objectively looked at how usage of such a tool matters if it is internal or external?

2014 80

Social Media in International Development Podcast: Bill Anderson

Nancy White

As I noted earlier , I’m starting to record a set of podcasts about the role of social media in international development. Today’s podcast is with William (Bill) Anderson and focuses on the science and research aspect of international development.

Preventing Privacy Breaches or Constraining Collaboration: The Internal / External Sharing Decision in IBM Connections Next

Michael Sampson - Currents

You can choose sharing at the start and then revert to internal only, but not the other way around. And once you have reverted from external to internal, there’s no going back. The ability to transition from internal only to external sharing, and vice versa.

2014 159

Organizations Struggling to Integrate Customer Channels

Michael Sampson - Currents

Recent research by Pitney Bowes points to the problem of low integration between different marketing channels , and the consequential costs of this: " Pitney Bowes Software (PBS), a global leader in customer data, analytics and communication software and services reveals, through a study of large B2C organisations in UK, France and Germany, that customers are being lost through fragmented and inconsistent communications and failure to integrate marketing channels.

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. I have seen this first hand in research on internal employee capabilities and interests and I am sure it will work with customers

Custom 116

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. Forrester writes that, “functionality to enable publishing to the Web — whether internally or externally — has become commoditized. These solutions include tools that business users (as opposed to IT users) use to create and manage structured and unstructured content for customer experiences.

2012 144

Internal and external community managers are not the same

John Tropea - Delicious Community

Customer Relationship & Marketing. & Social Business / Internal and external community managers are not the same. Internal and external community managers are not the same. Internal and external community managers don’t have the same role. customer service.

2013 71

Collaborating Externally with Your Customers: The Final Frontier of Enterprise 2.0

Elsua

So that provoked that a whole bunch of interactions with customers were being buried, for good, in email or IM conversations that were rather difficult to track and too cumbersome to engage with at times.

2010 207

Social Media Teams: Different on the Agency Side than Internal

Web Social Architecture

One of the things I've been saying a lot lately is that over the next couple years, we can expect to see corporations adding dedicated internal social media teams. They come from PR, customer service, marketing--and sometimes just out of the woodwork.

The Promise and Peril of Internal Social Media (William Amurgis, American Electric Power) #intranets2012 #socbiz @wamurgis

Michael Sampson - Currents

million customers. the role of internal communications - (a) to inspire people / employees - they are doing a great job, (b) to inform employees - that the key corporate messages are disseminated, and (c) to involve employees in communications with one another and with the leaders. -. performance measures, number of customers without power, featured items, and news and other material. -. William is from American Electric Power. This is his first trip below the equator.

2012 126

RightNow Introduces RightNow CX, the Customer Experience Suite

Portals and KM

Yesterday at its User Summit , Greg Gianforte CEO, introduced RightNow CX , a customer experience suite designed to increase customer engagement. RightNow CX addresses three primary customer engagement points—the Web Experience, the Social Experience, and the Contact Center Experience— to enable a seamless experience, regardless of the number or type of interactions initiated.

Custom 130

Collaboration, Ideation, Yada, Yada, Yada (Tom Pryzgod, Abbott International) - Share 2012, Atlanta

Michael Sampson - Currents

there's a big regulatory process for setting up a collaboration community - corporate (public affairs, branding, ethics and compliance, legal), international, affiliates, the US group, and more. the options - outsource the whole thing, or SharePoint with custom social computing, or SharePoint with NewsGator. There are two sessions left before the final keynote. Tom is presenting on collaboration and ideation at Abbott.

2012 104

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

John Tropea - Delicious Community

Customer Relationship & Marketing. You are here: Home / Customer Relationship & Marketing / Customer service : avoid being the victim of you social media success. Customer service : avoid being the victim of you social media success. Engage with customers.

2013 69

Creating customer communities :: Blog :: Headshift

John Tropea - Delicious Community

Creating customer communities Categories: Corporate , Future Trends , Legal and Professional Services , Media and Publishing , Public and Third Sector Anyone who follows my movements online will have noticed that Ive been rather quiet recently.

Rethinking Marketing - Harvard Business Review

John Tropea - Delicious Community

Rust , Christine Moorman , and Gaurav Bhalla Because companies can now interact directly with customers, they must radically reorganize to put cultivating relationships ahead of building brands. That means making products and brands subservient to long-term customer relationships.

Using social software to reinvent the customer relationship | Enterprise Web 2.0 | ZDNet.com

John Tropea - Delicious Community

Application , Productivity , Web 2.0 , Product Marketing , Customer Relationship Management (CRM) The elimination of decades of inadequate communication channels will suddenly unleash a tide of many opportunities, as well as challenges, for most organizations.

Community Strategy: Are you company-centric or customer-centric?

Ant's Eyeview Blog

We can describe what is problematic about the current state and we can describe what the desired state looks like - but when it comes time to drive change it starts to look like internal road shows (speeches), policy adjustments and training. Instead, I want to hit on what I see as a very clear (but addressable thru culture change) disconnect between how companies behave and there ambitions for customer-centricity. They think they are customer-centric.

2008 45

Enterprise: List of 40 Social Media Staff Guidelines

Laurel Papworth- Social Network Strategy

I shouldn’t have been surprised - victim number one was the entire Customer Service department. Yep, they had been using their CSR PCs to create secondary accounts to attack members - customers - who were criticising them on their official, primary, Customer Service profiles.

Enterprise RSS: Changing the Way We Communicate Internally

John Tropea - Delicious Collaboration

Categories Articles Case Studies Ideas on how to use RSS+Aggregator Media NewsGator NGES Research Roundup Web/Tech Weblogs « RSS Battles Information Under-Load, Too | Main | Battling Corporate Information Dysfunction » January 31, 2007 Changing the Way We Communicate Internally Karyn German had an interesting post about information under-load last week, and I wanted to add to the conversation by talking about how Web 2.0 Enterprise RSS Enterprise 2.0

2007 28

Musings on “community management” Part 1 | Full Circle Associates

Nancy White

For example, if you are looking to build internal member capacity to manage their own communities, what evidence do you see that the community manager is reducing her/his visible participation and evidence of members taking up key community facilitation activities? If a Comm Mgr can provide value to customers they totally appreciate it. I see my position as facilitating conversations between customers & internally & vice versa.

2008 100

Learning While Building eLearning: Part 1

Full Circle Associates

Meet Emilio Emilio is a technical officer at a large international development organization. What and how do you customize for different contexts? harvesting international development knowledge sharing learning reflection elearning

2016 78

Poultry for Progress and the Chicken of Change

Nancy White

And all these things need to mesh with local customs and practices. harvesting international development knowledge sharing SfromeOne of my jobs a few weeks ago was to facilitate sessions at the Rome Share Fair.

2011 155

Guest Post: Adejare Amoo on an Industrialist’s Role in eLearning in Africa

Nancy White

The industrialist also needs innovation of his company’s products and services to improve on customer satisfaction, satisfactory return on investment (ROI) to the investors/shareholders, and efficient as well as effective social responsibility performance as a corporate citizen.

Africa 148

Green Chameleon » Thoughtful Design Needs Thoughtful Implementation

Green Chameleon

An example of where thoughtless implementation not merely undermines but actively destroys the potential customer value created by thoughtful design of a solution.

2007 130

Social Media in Intl. Dev: Gauresh Rajadhyaksha

Nancy White

Continuing my series of podcast conversations about the use of social media in international development, this wee we have Gauresh Rajadhyaksh who works with the Development Prospects Group ( [link] ), a central think-tank unit within the World Bank.

Organising Knowledge » Getting Visibility into Taxonomy Evolution

Green Chameleon

They have lots of customers who buy their reports, and they have lots of analysts and researchers writing their reports. They have a blog and have just started what they say will be a series of posts describing how their taxonomy evolved , from baby, internal steps, to starting to become an integrating tool for internal as well as external use.

2008 100

‘Communities’ and ‘Networks’: A Conceptual and Linguistic 2.0 Mess | Sonnez en cas d'absence

Delicious/choconancy/community

is, besides embodying new relationships between brands and customers, raising awareness among top managers about the potentials of collaborative work. If you look at customer support communities on the other, you may only find very weak networks in them.

2010 51

How to Write a Social Media Strategy in 9 Steps

Laurel Papworth- Social Network Strategy

Which Covers: Purpose vs Values, Tribes & Customer Avatar (Targeted Comms),Spaces and Platforms, Roles and Personal Brand Gamification, Engagement Life Cycles & Call To Actions, Key Influencers, Voice & Etiquette, Campaign & Activities, Rituals & Conversation Diary.

2015 280

Communities in the Crowd Economy: #CSWEurope15

Online Community Strategy

Connected Customers Create More Value. The 1:1 relationship between a company and a customer is increasingly perishable. Creating a great customer experience and minimizing churn are key. These communities translate into real value for the customer and for the host business.

2015 71

Beyond Ideas: Building Open Innovation Communities

Online Community Strategy

The bad news is that most companies fail because they lack the vision and commitment to see beyond the initial tactic of soliciting customer ideas. The Social Suggestion Box – Launch an open space for customers to give feedback or make suggestions.

2016 63

Beyond Ideas: Building Open Innovation Communities

Online Community Strategy

Open Innovation Communities – where companies and customers collaborate on ideas for new products and services – can be one of the most valuable ways to invest in community engagement. Customer Lab: Autodesk’s Pier 9 , Firstbuild’s Microfactory.

2016 59

Opportunities for Brands in the Collaborative Economy

Online Community Strategy

Most organizations have an existing online customer community (or communties). The list below is meant to give a few examples to start your own internal conversations about the Collaborative Economy – feedback and ideas are welcome in the comments.

2015 77

Developing Communities for Collaborative Innovation: Recap of CMX Online Workshop

Online Community Strategy

Collaborative Innovation Communities – where companies and customers collaborate on ideas for new products and services – can be one of the most valuable ways to invest in community engagement.

2018 46

phone spam

Engineers without Fears

I was told by their customer service people that they cannot stop premium SMS being sent to my phone. Apparently that is not true - but if they stop premium SMS I also lose access to international numbers. phone spam customer dissatisfactionI have recently been the victim of Premium SMS Spam.

Phone 36

My First Year as a Consultant and what 2016 Holds for Online Communities (I hope)

Online Community Strategy

Launching Structure3C on February 4, 2015 to help brands create successful customer communities and crowdsourcing initiatives. Holding the closing workshop at the Crowd Companies 2015 Main Event in SF – (you can download my custom workbook from the event).

2015 54

Develop Your Networked Business Pilot in Less Than an Hour: Worksheet

Online Community Strategy

This could be a new line of business enabled by digital technologies, replacing your current distribution channel with one that is based on customers or online. . Consider any tangible asset, including office space, IP, product archives, talent, supply chain, customer talent, etc.

2016 62

Communities in the Crowd Economy: #CSWEurope15

Online Community Strategy

Connected Customers Create More Value. Connected Customers Create More Value. The 1:1 relationship between a company and a customer is increasingly perishable. Creating a great customer experience and minimizing churn are key. image credit: Xavier Damman @xdamman.

2015 54

Beyond Ideas: Building Open Innovation Communities

Online Community Strategy

Open Innovation Communities – where companies and customers collaborate on ideas for new products and services – can be one of the most valuable ways to invest in community engagement. Customer Lab: Autodesk’s Pier 9 , Firstbuild’s Microfactory.

2016 46

How ‘Engagement Roles’ Blur Organizational Boundaries

Alchemy of Change

Effective customer and constituent engagement starts with a clear picture of desired outcomes. It’s a good team and, depending upon internal workloads and the skills needed for particular projects, they may contract some work with outside agencies.

Roles 259