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Industry Insight: Social media

The impact of social media on business has far reaching effects and in all directions. Consumers around the globe share their opinions about products with anyone, anywhere. The popular digital playground Twitter recognized the impact of digital media on the marketplace so much that they now offer a vehicle for companies to see what consumers say about their products. This trend is not going to recede, but broaden and expand. How does the influence of social media guide and direct the customer service and support industry? Are there ways to mitigate...
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Permalink: Thursday, November 05, 2009 4:46 PM
Posted by gsherman | 0 Comments
Filed under social media, twitter
Dovetail Links 2009-08-30

Is Customer Loyalty Dead?...Genesys Identifies Five "Most Hyped" Customer Service Technologies....Social CRM Showdown....We Prefer Bad Customer Service....The BI Outlook: A Bright Spot of Growth in a Gloomy Economy...

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Permalink: Sunday, August 30, 2009 2:47 PM
Posted by Dovetail Software | 0 Comments
Filed under customer loyalty, customer service & support, social media, BI, business intelligence
Dovetail Links 2009-06-13

The Customer Service Hall of Shame....10 Companies Americans Love to Hate....Service and Support: Get the Fundamentals Right....Contact Centers Can Optimize Opportunities Through Social Networking....Social Customer Service Remains "A Breed Apart"
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Permalink: Saturday, June 13, 2009 5:46 PM
Posted by Dovetail Software | 0 Comments
Filed under social networking, customer service & support, social media, Customer Service Hall of Shame
Customer Service in the Age of Social Media

Once upon a time if you were dissatisfied with the service you received from a company, you could call and call and call, write letters, maybe even vent to a few friends or neighbors. You might be turned off by your experience and never use the company’s services again, but short of taking out an ad in the New York Times, not many other people were going to be affected by your experience. Now in the age of instant communication, social media, and services like Twitter, companies know that if you’re not happy, you can publicly share your frustration and dissatisfaction in less than a minute...
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Permalink: Tuesday, May 12, 2009 8:03 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, social media, twitter
Now’s the Time To Socially Engage Customers

Retaining customers should be a top priority for companies in today’s marketplace, and one way companies can maintain customer loyalty and ultimately retain their customer base is by maintaining a social dialogue with them. Social media is today’s communication vehicle and if companies do not engage in this type of communication with their customers, they may be missing out on ways to maintain customer loyalty and satisfaction. It’s time for social CRM to join the ranks of traditional CRM. According to Brent Leary in The Tweet is Mightier Than The Sword...
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Permalink: Saturday, April 04, 2009 11:25 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, social media, twitter, recession
Social Media: Tapping Into Customer Thoughts

Every indication points to the duration of 2009 being a rough year for retailers and corporations. One thread continually popping up in discussions of how companies should deal with the downturn in the economy relates to focus on customer service. BusinessWeek summed it up in Customer Service in a Shrinking Economy:

"Just as companies are dealing with plummeting sales and sinking employee morale, skittish customers want more attention, better quality, and greater value for their money. Those same customers are also acutely aware that their patronage is of growing importance to companies as others decrease their spending."

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Permalink: Monday, March 16, 2009 12:10 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service, customer service & support, social media, customers, recession
High-Tech Firms Not Reading Customer Needs

A study by Accenture recently confirmed a long suspected trend. High-tech firms are not properly reading the needs of their customers when it comes to providing satisfactory customer service. In their report, Lack of Customer Insight Hurts High-Tech Firms, they noted that, "Nearly 30 percent of business customers surveyed are considering switching to another provider because they are dissatisfied with the quality of customer service they receive…
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Permalink: Thursday, March 12, 2009 3:45 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, social media, customer self service, high tech
Dovetail Links 2008-07-16

Business Intelligence: Software Helps Decision Makers....Firms Seek Out Disgruntled Customers on the Web....Using Business Process Models as the Source for Software Requirements....What is Global Enterprise Architecture?....Enterprise Decision Management and the Software Development Lifecycle
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Permalink: Wednesday, July 16, 2008 6:30 PM
Posted by Dovetail Software | 0 Comments
Filed under software development, Business Intelligence, social media, enterprise decision management, business process modeling, global enterprise architecture
Reviews

Customers affect how you're perceived and ultimately how you act, by talking about you in a forum or on their own blog. Assuming you join in, pretty soon you have a relationship going. This is important to every enterprise with some kind of constituency or customer base. Customers have changed, as everybody now knows. And customer reviews, says one stream of thinking, are the new product feature sheet.
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Permalink: Monday, December 10, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Customer Service and Support, Web 2.0, social media, social network, customer reviews
Robert Scoble Interviews Jackie Bassett: Part Two

As the talk in last week’s videocast interview between Robert Scoble and Jackie Bassett progressed, it turned inevitably to the subject of blogging, social media, Web 2.0. CEOs want to deploy Web 2.0 tools, but need CIOs to tell them how to do it, and to explain the payoff. CEOs find it hard to analyze technological innovation without leadership and plain talk about revenues from CIOs.
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Permalink: Friday, December 07, 2007 9:30 AM
Posted by Dovetail Software | 0 Comments
Filed under Dovetail Software, innovation, CIO, social media, CEO, Robert Scoble, Jackie Bassett

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