Posts tagged as:

Social media

How Enterprises are using Twitter

July 8, 2008

Here is a great article from today’s Boston Globe about how Comcast and Southwest Air are using Twitter – fascinating stuff. It also highlights Dell’s social media efforts, and the IdeaStorm concept for bringing their customers inside their organization to co-innovate (Customer Inside). From Josh Bernoff, Forrester Research analyst and co-author of Groundswell (a great [...]

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Get Satisfaction!

June 23, 2008

Just happened upon a pretty cool new web service called Get Satisfaction. It is a community site self proclaimed as “People powered customer service for just about everything”. I found the service doing a search on private video chatting for Seesmic. It is incredibly easy to use, and addresses a number of customer experience and [...]

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Social Enterprise Software discussion buzzing last week

May 3, 2008

Across the blogosphere, the topic of “Enterprise Social Software” was hot this past week. Fred Wilson asks if the term itself is an oxymoron. Sam Lawrence makes a case here on how social software vendors, including his own Jive Software, and SocialText, Atlassian among others, could upend the incumbent enterprise vendors SAP and Oracle, while [...]

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Further validation of Twitter as a customer experience touchpoint

April 14, 2008

These blog posts further highlight now Twitter has become a natural outlet for customer feedback as well as a relevant touchpoint. http://www.readwriteweb.com/archives/how_to_get_customer_service_via_twitter.php http://tinyurl.com/5fztb2 http://www.thisisgoingtobebig.com/2007/12/does-jamba-know.html Below are companies which have set up Twitter Channels. Southwest Airlines Comcast Dell

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Comcast Cares (twitter – @comcastcares)

April 13, 2008

I noticed recently that Comcast set up a Twitter channel for soliciting customer input directly from the social web. JetBlue is another. I’m not sure if this type of Twitter support will scale as-is, but I’m sure a service could arise to enable it to scale in the same way as services and software exist [...]

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