Freedom of Internet Speech – The Good, the Bad, the Solution

• Blog
• November 23rd

One great hope of the effect of widespread availability of the internet to the public was a democratization of ideas and concepts; as information became more readily available, people would once again be able to reconnect to theories and experiences that were previously restricted by economic or political barriers. It is beyond obvious that this disbursement has taken place, perhaps not at the level some would desire or appreciate, but the Internet has truly revolutionized the ability of the everyman to access information and educate himself, as well as others, through a series of cursor clicks and keyboard taps. Read More

Achieving Online Customer Care Victory

• Blog
• June 16th

Achieving Online Customer Care Victory
Mastering Perceptions and Expectations

While traditional models emphasize a reactive approach to customer care, social media provides the possibility for a new, proactive approach. Furthermore, compared to the 1-to-1 nature of traditional customer service, social media engagements are often a 1-to-Many, multiplying efforts. Certainly this dynamic raises concern in terms of privacy and how the public might perceive a resolution, but it also presents companies with an opportunity to let their Customer Care efforts shine. Read More

The Push for Productivity

• Blog
• May 10th

The Push for Productivity
Examining Resource Utilization in a Digital World

In business, numbers matter. Digital CRM is no different. Opportunities … Engagements … Outcomes … they all matter, increasingly so as technology evolves and more and more brands make a push for taking their customer relationship efforts online. So the obvious question is: “How can companies best marshal their resources to create the most effective program possible?” The answer: By taking a process-based approach to Digital CRM with an emphasis on Engagement and resource utilization. Read More

The Art Of Selecting a Social Media Representative

• Blog
• March 31st

The Art Of Selecting a Social Media Representative
Who, and What, Will Make Your Online Presence Work

It goes without saying that the Internet has reshaped consumerism, and Social Media has amplified that change. Most businesses, regardless of how tech savvy they are, recognize the importance of participating online. And not just for sales, but also for service. As more companies find themselves online, the level of resources needed for an effective online presence is becoming apparent. Also apparent is that the most important resource in providing effective consumer engagement online is a pool of Representatives well trained to not just engage, but engage in the right way.

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Orbiting Outside the Gravity of Facebook and Twitter

• Blog
• January 28th

Orbiting Outside the Gravity of Facebook and Twitter

Proactive Engagement Outside of the Mainstream

There is little doubt as to the enormity and importance of Facebook and Twitter. Metaphorically, they are the Sun and Jupiter of the planetary system that is Social Media. Their numbers are gigantic and growing. Their members are loyal and active. And their reach is universal and absolute. No one would argue against how essential it is for companies to be both present and lively in these spaces.

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A Better Way to Pan for Social Media Gold

• Blog
• December 23rd

A Better Way to Pan for Social Media Gold:

Discovering Engagement Enablers

Not so long ago, “social media” was little more than an oft misunderstood buzz term that promised big things in the way people live, play and communicate. As it turned out, social media delivered on the hype, capturing the public’s time and attention in a way that few technological revolutions ever have. Read More