Been thinking a lot lately about the Pampers DryMax fiasco. With so much to talk about, study and learn, I think I’d better postpone the final analysis for a future post. Today, I want to address one aspect of it that stands out like a sore thumb to me. Pampers is defending a product at the [...]
One month and three interviews later, what did we learn from Frank Eliason, Susan Bean and Bowen Payson? Well first off, they’re clearly pioneers. When so many companies are just now trying to figure out how to handle Social CRM, these folks have a huge lead. In five years time, nerds like me who care [...]
Shocking, I know, but not everyone on Twitter goes to SXSW. And even the ones who are in Austin already like @WholeFoods, might have PR departments who won’t allow interviews (for serious? yes, it’s true). AT&T was in Austin this year in a big way. After last year, they made sure they could handle the [...]
This is the first in a series of interviews I did during my trip down to Austin for the South By Southwest Interactive Conference. In the days to come, I’ll also be posting interviews with Bowen Payson of @VirginAmerica, and Susan Bean from the @ATTCustomerCare team at AT&T. If you read this blog, Frank Eliason [...]
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 [...]
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 [...]
Probably the most oft-cited example in recent memory of a company showing a big heart is the woman who, after explaining she had not returned shoes because her mother had passed away, came home to a lush arrangement of flowers from Zappos. The “I Heart Zappos” story reverberated through social media and customer service circles [...]
We’re very excited to take Trustworthy to the SXSW Interactive Conference this year and introduce our brand new company to the digital community in the flesh. I like to call it SXTW because we often abbreviate Trustworthy as “Tw” internally, but no matter what you call it it’s the biggest event in our world all [...]
We’re finalizing our plans for SXSW this year and looking forward to pressing the flesh with all of our online friends. We’ll post more details as the date approaches. Hope to see you there!