Last Friday, Altimeter Group’s R “Ray” Wang and Jeremiah Owyang published six month’s worth of research and insight in a report aimed at showing “business how to finally put customers first.” With a promise like that, how could I resist?
Well, Social CRM: The New Rules of Relationship Management did not disappoint. In fact, we may [...]
So, a little more than two days after Director, Kevin Smith (@ThatKevinSmith) was ejected from a Southwest Airlines (@SouthwestAir) flight for being “Too Fat To Fly”, he gets the final word on his blog, My Boring-Ass Life. We here at Trustworthy have been following this case study in customer service gone wrong with great interest. Not [...]
@BofA_Help is doing a really good job of helping customers on Twitter. I know from personal experience and from monitoring their efforts since they started – knowing that most of the real help goes unseen in private DMs.
The team roster is a nice touch too. It lets you put faces to the real people behind [...]
Companies can answer customers publicly, but still contain the blast radius by responding only to customer directly vs. a big statement on company website, etc.
Something goes wrong. Doesn’t matter much what it is, but the social media pit bull has an iron grip on it and as usual, it’s Friday night.
What do you do? Here [...]
We here at Trustworthy are all big fans of Apple. And yes, we know this fact flies in the face of everything we believe about social CRM. Apple has chosen not to engage with their customers in the social web.
Two big things happened last week that will affect the way companies interact with their customers on the web.
1. Google launched real-time search, streaming tweets along with news above the normal results.
2. Facebook announced new privacy settings soon after striking deals with Google and Bing.
Both are game changers, but let’s start with Google’s real-time search [...]
You don’t have the luxury of choice this time, so stop making excuses and start accepting the fact that your customers have chosen for you. For decades you controlled the flow of communication and if a customer was unhappy, your worst-case scenario was them telling a few friends in private. The power has shifted, and your customers don’t care about your issues with scalability. They’re not concerned with what tools you’ll use or what the “social media expert” at your PR agency is recommending.
I read a lot about how social support from big companies can’t scale.
The thinking – as far as I can reason – goes something like this: There are a rapidly growing amount of customers in the social web, and companies can’t possibly respond to each issue posted in all the different social media channels. At [...]
The Founders of Trustworthy are proud to present our brand spankin’ new website. Like everything we do here, this was truly a team effort with Holly designing, Rob developing, Travis programming the blog feed and me writing all the copy.
This is our first swing at getting our message out in a full, version 1.0 presentation, [...]
Being an authentic company means being honest about your motives. Being a transparent company means being open and letting customers see you for who you really are. If you’re a business, profits must drive your every move. Revenue is your lifeblood. Bottom line: well, it’s your bottom line.
Social media opens a big barn door letting [...]