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Chief Research Officer, G2 Crowd, formerly Group VP Software Business Solutions at IDC where his group covered CRM, EA, PPM, PLM, SCM, cloud and SaaS, pricing and licensing, and software partners, channels and alliances.

3 responses to “Responding in "Social Web" Time”

  1. Helen Oster

    This study was inherently flawed, and I’m astonished that a CNN reporter thought it worthy of reporting! are who, exactly? A company which posted a SINGLE question on the Facebook walls of only 20 companies in the US, and yet are holding up the results as a serious study to ‘prove’ the effectiveness (or not) of the social media strategy of the companies they ‘measured’.

    Poor, very poor.

    1. Jordy Leiser

      The goal of the study was to get a general understanding of whether or not consumers are able to get customer service from retailers via Facebook, and also the kind of practices that companies are beginning to employ. STELLAService’s data is completely objective and unbiased, as all research is obtained by trained mystery shoppers paid for by STELLAService (as opposed to other ratings services driven by anonymous user reviews or complaints, which have the potential to be gamed). I think study was able to offer some insight and transparency into the world of Facebook customer service, which is still very much in its early stages of development.

      STELLAService has been around for about two years, building awareness and transparency of the best companies on the Web when it comes to customer service. The STELLAService seal, which is awarded to top performing online retailers after hundreds of service metrics and features are tested (many of which on a daily basis), is displayed hundreds of million times per month on many of the biggest sites on the Web (e.g. Zappos,,, GNC, FootLocker and many others).

      Feel free to contact me directly if you’re interested in discussing further.

  2. Helen Oster


    I still fail to see how can you possibly hope to gain ANY kind of “understanding of whether or not consumers are able to get customer service from retailers via Facebook” by posting one single question per retailer – and by limiting your pool to only 20 retailers?