1. Articles in category: SM Customer Driven Support

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    1. Building Customer Communities Is the Key to Creating Value

      Explore HBR Blog Network (Feb 1 2013) SM B2B Marketing , SM Customer Driven Support

      Building Customer Communities Is the Key to Creating Value

      What are your customers telling their friends and colleagues about your business? Your prospective customers and buyers increasingly learn about you from their peers — including your current customers — while tending more and more to ignore traditional sales and marketing communications from corporate. Companies are now taking advantage of this new marketing reality, becoming more skilled at getting their customers to advocate for them, create peer influence in their markets, and make important contributions in areas like product development and services.  You're denying the new marketing reality if you're not encouraging social capital.

      (Read Full Article)

      Mentions:   Apple   Microsoft

    2. Taking On Social Customer Service

      Explore dachisgroup.com (Nov 18 2011) SM Customer Driven Support

      Taking On Social Customer Service Social customer service shatters the structured nature of call center operations. Complaints received at all hours. Product issues resolved in public. Resolution expected instantly. Service volumes unpredictable — at least initially. One customer criticism quickly spirals into ten, as other customers also take the opportunity to voice their dissatisfaction. The company is under fire — without any [...] (Read Full Article)

      Mentions:   Dachis Group

    3. Attributes of a Socially Optimized Business

      Explore dachisgroup.com (Oct 18 2011) Open Innovation , SM B2B Marketing , SM Customer Driven Support

      Attributes of a Socially Optimized Business We interviewed a core group of our members to identify the attributes that comprise the whole of the socially optimized business.  I think you will agree, the results are fabulous. Where are you on the course from Start to Social? (Read Full Article)

    4. F8 Brings Richer Vocabulary To Social Apps

      Explore dachisgroup.com (Sep 23 2011) Online Supply Communities , SM B2B Marketing , SM Customer Driven Support

      Prior to f8 the only verb we had was "Like" which was widely embraced yet not very expressive. That's all changed now and we've got the entire dictionary at our disposal as we enter the age of expressive apps. (Read Full Article)

      Mentions:   Dachis Group

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