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Tag Archives: service

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, customer experience, customer+service, experience, revolution, season 2, social media, support, yamaha | 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, customer+service, end of business as usual, New Communications, prequel, 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, customer+service, dell, end of business, experience, ford, horseshoe effect, New Communications, prequel, prologue, 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, customer, dell, end of business as usual, frank eliason, 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, customer, engage, listen. monitor, 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, customer+service, customers, hidden power of your customers, scrm, social media | Comments Off

Social Media is not Going to Save Your Business

July 26, 2011 – 11:03 am

To truly see opportunities within social media requires viewing the consumer landscape through a different lens… Social media is enjoying yet another gust beneath its wings. Google Plus is rekindling the love affair of social networking among the early adopters and mavens who friended their way to higher Klout scores and also social network fatigue. [...]

By brian | Posted in Industry Blogs | Also tagged adaptive, business, Business - Marketing, Change, Culture, social media | Comments Off

An Interview with Get Satisfaction on the Future of Service, Media and Business

May 18, 2011 – 11:18 am

In the past, I had the good fortune of working with the Get Satisfaction team to help brands embrace new media to improve customer relationships. During those early years, I learned a great deal about the process and corresponding hurdles that face change agents as organizations evaluate new technology to socialize CRM. I also began [...]

By brian | Posted in Industry Blogs | Also tagged Business - Marketing, customer+service, get satisfaction, getsatisfaction, jeff nolan, social business, social media | Comments Off

Rethinking the Future of Business Part 1: The State of Corporate Social Media

January 24, 2011 – 8:40 am

Whether you know it or not, the path that social media follows within the organization is in your hands. But as we’re learning, mastery of the latest social tools does not guarantee a place in the ranks of upper management let alone a place on the team period. The role of the social media champion [...]

By brian | Posted in Industry Blogs | Also tagged altimeter, Business - Marketing, jeremiah+owyang, social business, social commerce, social consumer, social media | Comments Off

5 Not-So-Easy Steps to Managing Your Brand Online

August 13, 2010 – 5:23 am

Unless you literally run your business with your ears plugged and your eyes covered, you are aware of the importance of social media and its impact on both brand and bottom line. However, while social media is the topic du jour in mainstream news, on blogs, in books, at conferences and at your local Starbucks, [...]

By brian | Posted in Industry Blogs | Also tagged 5, business, Business - Marketing, easy, media, social, social media, steps, tips | Comments Off