#Movistar – The Cost of Lying to Your Customers

Elsua

I am writing officially on purpose, because after 61 days I am still waiting for Movistar (That Queen Between that always wants to get paid , but fails to deliver on customer service big time!) I am just A customer.

2015 186

PBworks Provides Customer Relationship Collaborative: CRC

Portals and KM

PBworks has now launched its PBworks Customer Relationship Edition, which extends CRM solutions such as Salesforce.com by offering shared online workspaces for collaborating with customers and prospects throughout the entire customer lifecycle.

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. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 74

Customize Enterprise Wikis In SP2010

Collaborative Thinking

Primary reason I don't use wikis is that we have so much information to track across so many sites that I simply can't keep track of them and forget they exist" as opening statement - not sure this is a real argument, can say that about any new tool not just wikis. Sitting in Customizing Enterprise Wikis in SP2010 #spc09. Gail Giacobbe, Principal Program Manager Lead and Ted Pattison, SharePoint MVP.

Wiki 133

Evolution of Chat and Email in the Contact Center Industry

Portals and KM

I pulled out my credit card and proceeded to contact the customer service department. I was experiencing horrible customer service at its finest. There was a record of my concern and although it wasn't resolved immediately, it was tracked and I received notifications that they were working on it. is email the next wave of customer service support versus calling the toll-free customer support line? We also provide live customer chat support for your customers.

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. Note: I will be using the terms “member” and “customer” interchangeably in this post. Customer Conferences. Are you “Member Shy”?

2016 46

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

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

Nancy White

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. on managing communities going on right now…Chris Brogan kicked it off and Nancy White wrote some interesting musings and also kept track of many of the other interesting links.

2008 100

More on community management (part 3 or “what’s in a name”) | Full Circle Associates

Nancy White

It is about reconciling that businesses, in their interaction with the world (customer, vendors, regulators) have opened the door to a new way of being in the system that requires more than management.

2008 130

Twitter Stats Defy Measurement

Online Social Networking

Everything defies measurement and tracking. Tracking the Untrackable. One of several areas responsibility at IDT was analyzing advertising tracking data, partly in order to evaluate each advertising purchase, and partly to in order to determine the net value of each customer (after factoring out the cost of acquiring that customer). Given our level of sophistication, tracking the new customers by marketing channel should have been straightforward.

Website Widgets and Ads Raise Privacy Issues

Online Social Networking

They tend to make interacting, marketing and web site tracking easier and more fun. Last night I experimented with my web tracking software. I installed the required tracking code in a blog post on a Ning site and on my Ryze profile.

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

Nancy White

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. on managing communities going on right now…Chris Brogan kicked it off and Nancy White wrote some interesting musings and also kept track of many of the other interesting links.

2008 102

Green Chameleon » Big Mistakes and Failures of Knowledge Articulation

Green Chameleon

HMRC has been building up a steady track record of data loss over the past few months. So political fingers are also pointing at Gordon Brown, who was responsible for merging the HM Customs and Excise with Inland Revenue, two years ago.

2007 130

Collaborative Thinking: PARC Forums: People & Social Technologies

Collaborative Thinking

If you have tracked this space for some time (for me, since the early nineties), much of the discussion around control, structure, participation, etc. Companies are threatened by this new order, and need new frameworks and strategies for how to approach the groundswell of active, participating customers.

2007 100

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

Nancy White

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. on managing communities going on right now…Chris Brogan kicked it off and Nancy White wrote some interesting musings and also kept track of many of the other interesting links.

2008 100

Active Lurkers – The Hidden Asset in Online Communities

John Tropea - Delicious Community

Active lurkers also include those people who may visit a customer support community and find a solution to their problem without contributing to the community. Those people derive a lot of value from that community interaction and so does your company since they do not clog up your customer call center. Thankfully we found that 18% of companies who participated in the 2nd Annual Tribalization of Business are starting to track lurker metrics.

Social Media Carpetbaggers and Snake Oil Salesmen

Online Social Networking

While the absence of clear financial justification may cause the social media marketing bubble to burst, I expect that public and customer relations, as well as B2B prospecting will continue to make good use of social media. Tags: Measurement and Tracking Networking and Marketing Strategy News Public Relations Web Marketing Marketing ROI Social Media social media marketing web development

Developing Communities for Collaborative Innovation: Recap of CMX Online Workshop

Online Community Strategy

Below you will find an overview of the session, the slide deck from the session, a link to the companion worksheet and the working list of brand-based CI communities and innovation platforms we’ve been tracking at Structure3C.

2018 62

Insider Trading, meet Outsider Traders, #SocialMedia style #Tesla

Laurel Papworth- Social Network Strategy

Today, there is a thread going beserk on the Tesla forums : Tracking Highest VINs. This thread is for tracking the actual highest VIN-number. VIN Numbers track number of cars made. This leaves 13,272 units that, according to this customer-provided data , have been assigned VINs.

2013 216

GDPR: To Whom Does GDPR Apply?

Michael Sampson - Currents

The key phrase for applicability is “in the Union,” in the physical sense: – Any organisation based in the Union must comply with GDPR, for all data processes that make use of personal data (employees, customers, supply chain, etc.).

2018 116

Accelerating the Business Digitization Processes - McKinsey

Portals and KM

The growth of efficient online businesses has raised the expectations of customers for service and product quality. They go on to add that, “To meet these high customer expectations, companies must accelerate the digitization of their business processes.

Four Things to Remember When "Planning"

Evolving Web

Planning is knowing, tracking, and fully understanding the evolution of your project. As we begin to work, if we are tracking our work and measuring rates of completion, we can - in the future - forecast completion dates fairly accurately. What did the customer think?

2018 194

Graphic Facilitation 2015 – Skills, Innovation and Fun!

Michelle Laurie

Have you noticed how companies and organizations are using visuals more and more in the way they communicate with customers, employees and communities? I am very excited to be co-hosting the 6 th Annual Graphic Facilitation Workshop in Rossland, BC July 13-14 th , 2015.

2015 231

Dogged pursuit of data quality and use

Learning Alliances

Tracking blood donations, keeping track of which arm is used. In between: Have a customer that generates lots of data: so much that paper doesn’t work anymore. Tracking assessments of hires. Tracked or not. .

2017 130

Google+ Hints at a Social Media Marketing Revolution

Alchemy of Change

In other words, circling back people on Google+ helps page owners do the single most important thing in marketing: listen to customers. . And by the way, these aren’t just any customers. Connecting Google+ to Customer Relationship Management (CRM).

Google 264

Broader Usefulness of Satellite Photos

Michael Sampson - Currents

For example, a collection of photos of the same place over time (hourly or daily) can be used for: Photos of car park utilisation at retail centres provides an indicator of sales and customer traffic. BusinessWeek ran an article in July 2015 called How Satellite Photos May Change Economics.

2018 116

The death and the expensive rebirth of Flickr

Community Guy

And now, with the most ham-fisted way possible, they’ve announced that making significant changes to Flickr free accounts, ostensibly to get things back on track. . Building a community for your customers needs to take an equally serious mindset.

2019 116

How to Strengthen Your Organization’s Influence Mapping

Alchemy of Change

Customer Relationship Management (CRM) databases are the logical information systems in which to manage organizational influence maps. All it takes are some tweaks to the CRM so that it includes database fields for tracking decision makers, their influencers and the connections between them.

2011 191

It’s Time to Flip the Social Media & Community ROI Equation on its Head

Online Community Strategy

Most organizations have analytics in place and some form of dashboard that tracks performance, and in many cases, actual financial impact of social and community efforts. Unfortunately, there is also a problem with the current approach Brands take: i t’s unsustainable – unsustainable because it is predicated on Customers doing valuable work for free. . Hosting a discussion forum met pent-up need for customers to connect, share and help each other.

2015 46

Shopping for Inspiration

Michael Sampson - Currents

Sign-up for a multi-day conference with a strong customer track, and attend as many sessions as you can to learn.

2018 127

Update on Microsoft Teams

Michael Sampson - Currents

Not only does it show that the product fills a real market need, but it gives us a ton of information to help shape the product leading up to General Availability, which is still on track for this current quarter, Q1 2017. Our customers have been a great guide as we’ve delivered numerous features into the product even since the preview launched—including built-in audio calling on mobile and named group chats, an easy way to keep track of the context of a conversation.

2017 89

IBM Connections Makes My Job Easier —Paul at IBM (Expertise Identification)

Michael Sampson - Currents

Here's an example: " A short while ago I was involved with a complex proposal to migrate a customer's collaboration environment from a competitor's technology to an IBM solution. It was for a large customer with over 100,000 users. A good example is when I needed to customize the IBM Connections theme for a PoC to match that of the customer's. I am a member of a number of communities that typically align to a technology or customer that I'm working with.

2012 140

Re-Inventing Collaboration: CRM as Social Technology

Alchemy of Change

Though we don’t often see it as such, CRM (or Customer Relationship Management) truly is a social technology. Organizations use CRM to manage relationships with customers and partners, and one day they’ll likely use it to manage relationships with employees. Second-order engagement is when employees engage customers and partners in the work of the organization. So how did companies keep track of the relationships behind all this internal sharing of social objects?

2011 201

Badgeville Offers Cloud- based Gamification Platform and Expertise

Portals and KM

Badgeville provides the Behavior Platform™ a cloud-based gamification platform that allows organizations to build custom gamification programs for their employees, business partners, and customers. Fourth, there are more advanced analytics to track the results.

2012 186

Change Leadership Challenge 2: Compelling Business Case

Partnering Resources

Here’s an example of a compelling business case: If the company doesn’t upgrade to the new system, it won’t be able to process more than 5,000 new customers. And if the company can’t keep growing its customer base, we won’t be able to keep our doors open.

2014 245

Four Things to Remember When "Planning"

Evolving Web

Planning is knowing, tracking, and fully understanding the evolution of your project. As we begin to work, if we are tracking our work and measuring rates of completion, we can - in the future - forecast completion dates fairly accurately. What did the customer think?

2018 130

Clustered Networks Spread Behavior Change Faster | Wired Science | Wired.com

John Tropea - Delicious Social Network

In six different trials over a period a few weeks, Centola seeded the site with information about an online health forum and tracked people as they signed up and participated. Wired Home Subscribe Sections Cars 2.0

Seeing With Your Eyes Closed

Michael Sampson - Currents

The academics entering the room may have been expecting a normal tutorial room, but what they got instead was a custom-designed interview room. Sometimes I wonder if the designers of customer experiences in retail operations and airport check-in areas do the same.

2018 116

Introduction to Google Analytics – Online Workshop

Portals and KM

Set Goals and Track Visitor Progress. Measures conversions from visitors to customers (or donors, volunteers, etc.). Track visitor progress through your “funnel path” to a goal. Real-Time Data and Custom Reports. Customize reports for focused data analysis. Design Google Analytics goal funnels to track visitor progress through your site. Create custom GA reports to retrieve the exact information you need.

IBM Lotusphere and IBM Connect 2011 – The Agendas #ls12 #ibmconnect

Elsua

This year, Lotusphere itself is divided in a whole bunch of different tracks , each of them capable of satisfying even the most demanding of tastes. There will be a track out there for everything to meet their taste(s). . Show and Tell: The practical track.

IBM 189

It’s Time to Flip the Social Media & Community ROI Equation on its Head

Online Community Strategy

Most organizations have analytics in place and some form of dashboard that tracks performance, and in many cases, actual financial impact of social and community efforts. Unfortunately, there is also a problem with the current approach Brands take: i t’s unsustainable – unsustainable because it is predicated on Customers doing valuable work for free. . Hosting a discussion forum met pent-up need for customers to connect, share and help each other.

2015 35

Notes on “Wintec Case Study: Curiosity Conquers Control” (Kristi Bernards)

Michael Sampson - Currents

Have enabled staff to set up their own sites, lists, and custom lists. - … SharePoint is used for many different tracking processes – eg., After lunch at the New Zealand SharePoint Conference , Kristi from Wintec is talking about the use of SharePoint at Wintec.

2014 159

7 ways to support an emotional bond to a product

Community Guy

Note: they had my email address too, but chose to send only a physical letter) So I picked up the phone and was soon talking to a customer service rep who needed a credit card number to charge me a repair fee. Is your customer care team being assessed on criteria like positive word of mouth?

2012 184