The Silent Rise of Chat in Customer Service Adoption
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]
Channel Adoption and Usage Study in Customer Service: Third Year
As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company, continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]
Twitter — from friendly village to noisy megalopolis
A few things struck me today about Twitter and about one aspect of a World gone social. I subscribe to a great service called Timehop, which reminds me every day about tweets and Twitter conversations for this day but 1, 2, 3 and more years ago. It’s a great way to bring back things you […]
Transforming Data into Action – Part 3
In part three of the series we will focus on sources of data beyond in-house transaction data and data collected from social listening, and the impact of the Internet and Cloud Computing on both the distribution of data and the business models that are evolving around that data. Data brokers, that is, companies that aggregate […]
Most Marketing Advice Tells Us How to Market to Marketers
Think about it–the experts out there writing marketing advice as part of their content marketing strategies are all selling something. They’re either selling software, consulting, or some other product. And the audience they’re selling to are marketers. Sure, many of them have practices or history that involved marketing to non-marketers, but right now what they’re […]
The Social Kerfuffle: What is an Employee?
Who owns the behavior of an employee on the social networks? In a world where we have all gone BYOD, and I would posit – gone BYOS (Bring your own “Social Network”) – who owns what? And who is responsible when an error is made by the employee? What is an error? What is an […]
The Silent Brand
I have the unfortunate experience these days of riding the MetroNorth commuter railway into NYC every day. Its unfortunate because I have a schedule to keep — meetings, tele-conferences, etc.. you know, the usual stuff – but something that MetroNorth is hard pressed to do themselves — keep to a schedule. Further, the brand refuses […]
What color is your influence?
I read this week Klout “is evolving from a service that told you how much influence you had in terms of a numerical value, to a service that now tells you why you’re influential and how you can improve on that”. And my reaction was did the Klout score ever accurately quantify “influence”? 5 items […]
Twitter’s Problems
Twitter is having a bad day. They did put up some good numbers, indicating real progress on their revenue management, which is just another way of saying they are now a successful ad platform. Great, but that’s only as good as your ability to drive audience growth and engagement, and here Twitter is having a […]
State of Social Customer Service (Twitter Custom Timeline)
I will admit, this would not make a post traditionally – but I wanted to test a Twitter Custom Timeline. I built one after a conversation I had with Martin Hill-Wilson (one of the sharpest, if not the sharpest, people in the forward frontiers of Social Customer Service; read his book; follow him on Twitter). […]
