Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Social employee advocacy – Why it works and how you can implement it

This is a guest post from Disha Dinesh, who is a Content Writer at Godot Media. The concept of advocacy has been present in varying forms right from the times of traditional marketing and certainly existed through the initiation and take off of social media. However, the onset of tech based advocacy platforms to manage employee advocacy programs for social media is relatively a more recent concept. What is a social employee advocacy program? A program that encourages employees to

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How to implement an effective proactive customer service strategy

View image | gettyimages.com   Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 3 This is the last article in a series of three that that explores proactive customer service in greater depth than I have done previously. The first post (Why Relying Only On Reactive Customer Service Is No Longer Good Enough) established the business case for proactive customer service. Meanwhile, the second post (Where To Find Proactive Customer Service Opportunities) identified where organisations

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Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt

#182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive. They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not only an issue for whole organisations but is also a leadership issue. This interview follows on from my recent interview: Find and fix customer problems

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Building valuable customer support communities – Interview with Rob Howard of Zimbra

#184916120 / gettyimages.com Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email, calendaring, file sharing, activity streams, social communities and more. Rob joins me today to talk about how Texas Instruments leverages Zimbra’s online community software to drive customer feedback and how to build valuable and effective customer support communities. This interview follows on from my recent interview: Customer experience requires a new

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Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software

Today’s interview is with Jason Andrew, the General Manager for EMEA at BMC Software. Jason joins me today to talk about MyIT, a new product that BMC have recently launched, and one that is set to transform how many large organisations function and the level of service and value that their IT departments deliver. This interview follows on from my recent interview: Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand – and is number

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Looptail and changing the world through fully engaged employees and customers – Interview with Bruce Poon Tip

Today’s interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had a book published called Looptail: How One Company Changed the World by Reinventing Business, which recounts the story of the founding and development of G Adventures from a garage office start-up into the largest small group adventure travel company in the world and Bruce’s quest to develop a business model that balances karma, community and culture to produce outstanding results. This interview

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Real life lessons on how to build a social business – Interview with Bian Salins

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really ‘gets’ what it is to be a ‘social business’. More importantly, he said, she doesn’t just talk about it….she makes it happen for big organisations. Therefore, I was very excited when Bian agreed to spend some time sharing her experience and a

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Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hill-Wilson

Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation. This interview follows on from my recent interview: Marketing Requires Not Just New Tools and Skills But New Attitudes – Interview with Dee Blick – and is number

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