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Tag Archives: customer

Season 2 Finale: Yamaha on “blowing up” systems and processes to invest in new customer experiences

February 3, 2012 – 12:52 pm

This is it…the Season Finale! And, what a way to end Season 2 of (R)evolution…. In this episode, Yamaha shares what is by far the most expansive view of disruptive technology’s impact on business infrastructure and culture on the show to date. What you’ll see is a genuine discussion with Jeff Hawley and Rick Williams of [...]

By Brian Solis | Posted in Industry Blogs | Also tagged Business - Marketing, customer experience, customer+service, experience, revolution, season 2, service, social media, support, yamaha | Comments Off

Leadership in an Era of Digital Darwinism

December 16, 2011 – 1:04 pm

As I think about disruptive technology, it’s clear that as an industry, we often get stuck in conversations about products, services, and features. In social media for example, we are enamored with Twitter, Facebook, Foursquare, and the like. At the same time, we tend to confuse emerging with disruptive technologies and overly invest in rising [...]

By Brian Solis | Posted in Industry Blogs | Also tagged Apple, business, Business - Marketing, Change, darwin, digital darwinism, end of business as usual, engage, innovation, leadership, social media, steve+jobs, transformation | Comments Off

The State of Social Marketing 2011 – 2012

December 6, 2011 – 12:28 pm

The following report is brought to you by the Pivot Conference taking place in New York on October 15-16, 2012. You can download a full copy of the report for free by clicking here. At the end of 2011, Social marketing stands at a profound crossroads. Some organizations are finally embracing the importance of social [...]

By Brian Solis | Posted in Industry Blogs, Research | Also tagged 2011, 2012, advertising, brand, business, Business - Marketing, connected, decision, end of business, New Communications, pivot, pivot conference, report, social business, social consumer, social media, social+marketing, state of social media, study, the end of business as usual | Comments Off

How to Make Customer Service Matter Again Part 2

November 28, 2011 – 8:22 am

Part 13 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the [...]

By Brian Solis | Posted in Industry Blogs | Also tagged book, business, Business - Marketing, customer+service, end of business as usual, New Communications, prequel, service, social media | Comments Off

How to Make Customer Service Matter Again Part 1

November 16, 2011 – 10:51 am

Part 12 in a series introducing my new book, The End of Business as Usual…this series serves as the book’s prequel. Over the years, customer service has been something of a paradox within the organization. The name itself inspires dedication to helping people. And while that is the intention of customer service professionals worldwide, customer [...]

By Brian Solis | Posted in Industry Blogs | Also tagged book, Books, Business - Marketing, connected customer, customer+service, dell, end of business, experience, ford, horseshoe effect, New Communications, prequel, prologue, service, social customer, social media | Comments Off

I think we need some time apart, it’s not me, it’s you

October 12, 2011 – 7:09 am

Part 5 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel. What do people want? If you don’t know, why not ask them? Seems like a common sense question to ask. However, when it comes to customer engagement and [...]

By Brian Solis | Posted in Industry Blogs | Also tagged business, Business - Marketing, crm, k.i.s.s., scrm, social media, srm | Comments Off

We are the 5th P: People

October 10, 2011 – 7:07 am

Part 4 in a series introducing my new book, The End of Business as Usual… It seems that adding the word “social” to any category escalates its importance. From the Social Customer to Social Commerce and from Social Business to Social CRM, the common thread that weaves everything together is people. It is people after [...]

By Brian Solis | Posted in Industry Blogs | Also tagged 4 p's, 5 p's, business, Business - Marketing, engagement, relationship, scrm, social consumer, social customer, social media | Comments Off

Social Media Customer Service is a Failure!

October 6, 2011 – 7:53 am

Part three in a series introducing The End of Business as Usual…Written by Frank Eliason (@frankeliason) Certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around [...]

By Brian Solis | Posted in Industry Blogs | Also tagged business, Business - Marketing, comcast cares, dell, end of business as usual, frank eliason, service, social media | Comments Off

Be careful what you ask for, you might just measure it

September 19, 2011 – 7:05 am

New media marketing is creating an undercurrent that is shifting the very foundation of business. Without a full understanding of what’s possible, a clear view to the future or an idea of the strength or extent of the market undertow, executives cautiously embrace emerging social and mobile channels based on guidance of internal champions and [...]

By brian | Posted in Industry Blogs | Also tagged business, Business - Marketing, engage, listen. monitor, service, social media | Comments Off

The Rise of the Connected Customer and the New Era of Relevance

August 9, 2011 – 6:09 am

It’s not a widely kept secret, but customers do indeed keep companies in business. While businesses have long invested in improving customer relationships, the time has come to think beyond efficiencies and automation and examine new opportunities to rethink customer experiences overall. Why? Customers are more connected than ever before. The role they play has [...]

By brian | Posted in Industry Blogs | Also tagged becky+carroll, Books, brian+solis, business, Business - Marketing, crm, customer+service, customers, hidden power of your customers, scrm, service, social media | Comments Off