Consumer Motivations

August 19th, 2010 by admin under Customer Service, Methodology, Response, Social Media

Note: This post was written in support of my proposed SXSW presentation, Behind The Tweet: Responding to Consumer Motivations. If you like this post, please vote in the PanelPicker by Friday, August 27. Click here to vote.
Treat the cause, not the symptom.
From mental and physical wellness to sociology and legislation, it’s a truism that’s [...]

SXSW Interview Wrap-Up

April 23rd, 2010 by admin under Customer Service, Newsworthy, Response, Social Media, Uncategorized

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 about [...]

SXSW Interview With Bowen Payson of @VirginAmerica, Part 3

April 16th, 2010 by admin under Customer Service, Newsworthy, Response, Social Media

In Part 3 of my interview with @VirginAmerica’s Bowen Payson, we first tackle the “Will it scale?” question, and then cover team size and training, response speed and the future of Social CRM.
Watch Part 1 and Part 2 for the whole conversation.
A big thanks to Bowen for an insightful look inside Virgin America’s social media [...]

SXSW Interview With Bowen Payson of @VirginAmerica, Part 2

April 14th, 2010 by admin under Customer Service, Newsworthy, Response, Social Media

In Part 2 of my interview with @VirginAmerica’s Bowen Payson, we talk about intuition, monitoring tools and real-time Social CRM in action; how a tweet can get a pilot’s attention in the air.
Plus, some customer training for Guy Kawasaki…

SXSW Interview With Bowen Payson of @VirginAmerica

April 12th, 2010 by admin under Customer Service, Newsworthy, Response, Social Media

Bowen Payson is Virgin America’s Manager of Online and Digital Marketing and leads the social media response team on Twitter, Facebook and beyond. I caught up with him between panels in Austin last month to discuss how Virgin America tackles the nuts and bolts of social CRM in the high-profile and potentially volatile airline industry.

(Apologies [...]

Interview With Frank Eliason AKA @ComcastCares, Part 4

March 31st, 2010 by admin under Customer Service, Newsworthy, Response, Social Media

We wrap up our 4-part interview by turning the focus to the internal process of hiring and training the right Digital Care team. The number-one attribute Frank looks for? Passion.

SXSW Interview With Frank Eliason AKA @ComcastCares

March 25th, 2010 by admin under Customer Service, Response, Social Media, Uncategorized

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 needs [...]

Trustworthy TV

April 12th, 2009 by admin under About Trustworthy, Newsworthy

We’re starting a channel on the YouTubes to chronicle our Social Media Response revolution from Day One. First episode: “Trustworthy @ SXSW09″ (AKA “Where’s Travis?”) which you can watch below, but please click through to enjoy the HD experience. Oh and please subscribe to our channel!

SXSW iPod Touch Winner

March 28th, 2009 by admin under About Trustworthy, Newsworthy, Social Media

As a way to spread the word about Trustworthy during SXSW and to give back for all the love we felt there, we invited everyone who stopped by our booth to enter to win an iPod Touch. All we asked was that people tweet @trustworthy and #sxsw to enter. We had a great number of [...]

SXTW Wrap-Up

We’re back from an amazing weekend at SXSW and we couldn’t be happier with the response from everyone who dropped by to visit us. The overwhelming consensus is that companies are now keenly aware that they need to develop an open and transparent line of communication with their customers in social media – and that [...]