Comments on: The Future of the Social Customer http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/ Entrepreneurship, Current Affairs, Tech and Our World Tue, 31 Jan 2012 05:23:00 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Brit Stakston – Militärhjälmen, arbetet med Politik 2.0 och om att vara en spamrobot :) | Internetdagarna http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1812 Brit Stakston – Militärhjälmen, arbetet med Politik 2.0 och om att vara en spamrobot :) | Internetdagarna Fri, 21 May 2010 08:06:27 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1812 [...] http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/ för det här ger en bild av vad jag säger avslutningsvis, att det är slut på expertsnacket utan [...] [...] http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/ för det här ger en bild av vad jag säger avslutningsvis, att det är slut på expertsnacket utan [...]

]]> By: Must read: Social CRM, Perspective Matters @CustomerThink « Fredzimny's Blog http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1742 Must read: Social CRM, Perspective Matters @CustomerThink « Fredzimny's Blog Mon, 26 Apr 2010 11:00:43 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1742 [...] The Future of the Social Customer (stealthmode.com) [...] [...] The Future of the Social Customer (stealthmode.com) [...]

]]> By: Check out Jacob Morgan’s Social CRM Presentation at New Comm Forum « Fredzimny's Blog http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1740 Check out Jacob Morgan’s Social CRM Presentation at New Comm Forum « Fredzimny's Blog Sun, 25 Apr 2010 19:38:59 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1740 [...] The Future of the Social Customer (stealthmode.com) [...] [...] The Future of the Social Customer (stealthmode.com) [...]

]]> By: Deckerton http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-2180 Deckerton Sun, 25 Apr 2010 15:14:00 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-2180 Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:rnrnwww.twitter.com/golateef Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:rnrnwww.twitter.com/golateef

]]> By: hardaway http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-2181 hardaway Sun, 25 Apr 2010 13:51:00 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-2181 Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.rnrnFrancine Hardaway, Ph DrnGV: 816.WRITTEN Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.rnrnFrancine Hardaway, Ph DrnGV: 816.WRITTEN

]]> By: Lateefivy http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1739 Lateefivy Sun, 25 Apr 2010 13:14:47 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1739 Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:<br><br><a href="http://www.twitter.com/golateef" rel="nofollow">www.twitter.com/golateef</a> Cool. Its sounds like if Aurora would make such a chart available it would be a fast and cheap win in terms of PR and customer service. I know from years of experience that it works wonders. Keep me updated on how the story unfolds:

http://www.twitter.com/golateef

]]> By: Deckerton http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-2182 Deckerton Sun, 25 Apr 2010 12:53:00 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-2182 Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager's name and email address, their boss's name and email, and *their* boss's name and email. The message was clear: if the first guy can't help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I'm curious to know if you think the process I described would help you and Aurora's other customers. Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager’s name and email address, their boss’s name and email, and *their* boss’s name and email. The message was clear: if the first guy can’t help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I’m curious to know if you think the process I described would help you and Aurora’s other customers.

]]> By: hardaway http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1737 hardaway Sun, 25 Apr 2010 11:51:35 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1737 Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.<br><br>Francine Hardaway, Ph D<br>GV: 816.WRITTEN Absolutely. I did promise Aurora that I would not send everyone to the COO, but every email I get asks me for such an escalation chart.

Francine Hardaway, Ph D
GV: 816.WRITTEN

]]> By: Lateefivy http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/comment-page-1/#comment-1736 Lateefivy Sun, 25 Apr 2010 10:53:45 +0000 http://blog.stealthmode.com/2010/04/the-future-of-the-social-customer/#comment-1736 Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager's name and email address, their boss's name and email, and *their* boss's name and email. The message was clear: if the first guy can't help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I'm curious to know if you think the process I described would help you and Aurora's other customers. Thanks, Francine. The scenario you describe with Aurora is, in essence, both a process problem and a misalignment between organizational goals and customer service execution. Before I started my company, I managed software tech support teams. One of the ways that we pre-empted the problem you had was to give to our customers, at the time of purchase, an escalation chart that showed a manager's name and email address, their boss's name and email, and *their* boss's name and email. The message was clear: if the first guy can't help you, email his boss. That technique made it very easy for customers to get fast resolution without scouring LinkedIn and paying for the inMail service because we had an effective process that was closely aligned with our customer service objective. There are implications here for the social customer, but I'm curious to know if you think the process I described would help you and Aurora's other customers.

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