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Customer Service, the New Marketing in the Era of the Social Customer

November 30, 2011 by Michael Fauscette
with 131 views
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"On the public social web you have to be where your customers are and you have to listen and respond. You can also create your own communities and create an even richer customer experience. Building and focusing on customer experience creates the best marketing, word of mouth / influence marketing, and that comes, in no small way, from exceptional customer service delivered "when, where and how" the customers chooses." [read more]

The Evolution of Customer Service

April 22, 2011 by Michael Fauscette
with 89 views
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Social customer service and support is simply an extension of your current offerings, which must be in good health to provide a good foundation to expansion into the social CRM world. Today this means adding and managing customer communities and expanding your communication channels to include social networks and communication tools. [read more]

Top Ten Predictions for 2011 from IDC

January 11, 2011 by Michael Fauscette
with 1,695 views
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Social data, analyzed through new socialytic platforms is growing in it’s ability to influence executive decisions. New business models are starting to emerge that combine hyper-connectivity with cloud computing, enterprise mobility, and social software to create a people-centric / organic business network and new approaches to commerce are creating opportunities to dramatically change the customer shopping experience. [read more]

The Social Customer Bill of Rights

June 9, 2010 by Michael Fauscette
with 659 views
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The social web has empowered and changed behavior and in general is having a broad impact on the way people find information, share information, make decisions and interact on both an individual level and with organizations. In previous posts I've looked at the new generation of hyper-connected or Gen C and looked at how the social web... [read more]

Novell Pulse: Real-time Enterprise Collaboration?

February 14, 2010 by Michael Fauscette
with 1,314 views
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I had the opportunity to spend some time with the Novell Pulse team and take a deep look at their new social software solution. Announced during the e2.0 conference in San Francisco last Fall, Pulse is being positioned as a real-time enterprise collaboration platform. Novel, no stranger to the traditional collaboration space, just may... [read more]

From e2.0 to Social Business

November 9, 2009 by Michael Fauscette
with 285 views
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We're in the early stages of a significant business transformation brought about by and through the social web. The change is being driven from several different converging factions: customers are demanding that companies interact with them in new and different ways, and employees are frustrated by enterprise software and processes that... [read more]