Monthly Archives: November 2010

Recommended: Giving Thanks

Recommended: #CRM #C Giving Thanks On Thanksgiving – Happy Thanksgiving to all of you who are celebrating the holida… http://ow.ly/1a9COZ

Photocredit: http://cyclop.tumblr.com/

The CRM Playaz are Back…and This Time In Technicolor! (crm2.typepad.com)
CRM system end-user givebacks? (fredzimny.wordpress.com)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Vision, visionaries, vision things, trends

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Tags: Business, Customer relationship management, Directories, LinkedIn, Microsoft, Paul Greenberg, social crm, Thanksgiving

Service in the Industry is not a Product Feature but a Business Model

Nov 25

Posted by fredzimny

Everything I know – Everything I Know – Service Design will make it all better (not) (fredzimny.wordpress.com)

Posted in CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Front Office and Customer Service Operations, Knowledge management, Performance management, Recovery and the way out of the crisis, recession and depression, Vision, visionaries, vision things, trends

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Tags: Business, Business model, Business Services, Cloud computing, Customer, PRWEB, Services, Small Business

The new sharing economy

Nov 24

Posted by fredzimny

Photocredit: audreyhepburncomplex

Video Interview: Author Rachel Botsman on Leveraging Collaborative Consumption Trends for a More Sustainable Future (triplepundit.com)
The Rise of Collaborative Consumption ” emergent by design (fredzimny.wordpress.com)
Designing Intuitive Interfaces To Help Conserve Shared Resources – PSFK (fredzimny.wordpress.com)
Are social workers sharing on the web? (nechakogal.wordpress.com)
Collaborative Consumption: Can Facebook be Eco-Friendly? (blisstree.com)
The Rise of Collaborative Consumption (emergentbydesign.com)
Rachel Botsman: Goodbye Hyper-Consumption, Hello Collaborative Consumption (huffingtonpost.com)
TEDxSydney: Collaborative Consumption Author Presents Compelling Case for 21Century (milkandcookies.com)

Posted in Vision, visionaries, vision things, trends

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Tags: Arts, Business, Carsharing, Collaborative consumption, Facebook, HarperCollins, Web Applications, Zipcar

SOCAP Hot topics for 2010

Nov 24

Posted by fredzimny

Found at How Are Customer Care Professionals Using Social Media?.

Every year SOCAP (The Society of Consumer Affairs Professionals in Business) conducts an annual benchmarking study. The latest study as put together by COPC Inc. profiled some of the world’s largest and most recognizable brands such as Unilever, Coca-Cola, Clorox, ConAgra Foods, General Mills and many others.

I had the opportunity to attend the conference and speak with many of the organizations that are SOCAP members. This year 44 companies participated in the study. Here are some of the key points from the report as they pertain specifically to social customer engagement.

The top three topics identified for 2010 were FCR (first call resolution), social mediaand customer satisfaction performance. Keep in mind that many of the people who participated in this report are from the customer care side at their organization. I’m willing to bet that many of the organizations that took part in this survey are already quite involved in social media yet those efforts are typically being led by the marketing and PR departments.The Hot Topics for 2010

The customer care professionals clearly see value in

To be continued at How Are Customer Care Professionals Using Social Media?

Photocredit: Velovotee

Social media trends to watch for 2011 (fredzimny.wordpress.com)
COPC Inc. Releases Enhanced Versions of Its Global Standards for Customer Contact Centers and BPO Operations (eon.businesswire.com)
2011 trends: Social media marketing and ROI (commetrics.com)

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Is Customer Service the New Marketing? | Fast Company

Nov 24

Posted by fredzimny

Yesterday I attended the VCN Annual Conference in the Netherlands. The chair of the Dutch Customer Service Federation announced 3 action points because of the T-Mobile customer service riot. These are reducing waiting lines, improved collaboration and improving complaint management. Not a very effective approach in 2011, in my humble opinion. May be time to acknowledge and start acting according to insights like these.

Found at Is Customer Service the New Marketing? | Fast Company.

How Thor Muller and the gang at Get Satisfaction have helped thousands of companies and millions of consumers transform the fundamental notions of customer service.

Just three years ago, you needed to be a prominent blogger like Jeff Jarvis or Bob Garfield to make an online noise loud enough to inspire a company response to a particular product or service issue. It was about that time that Thor Muller, Co-founder and CTO of Get Satisfaction, developed an online tool that would “allow anybody that same power,” to in essence, “get satisfaction by pulling the company in.