Customer service is arguably one of the most intriguing elements of running a successful operation, given that:
it can impact on, and be impacted by, every department in the organisation
different customers may perceive the same level of customer service quite differently
in today’s marketplace social technologies mean that everyone can see what you’re doing
I’ve [...]
Recently we’ve been conducting research into how some of the larger technology consultancies are packaging up enterprise-level social technology offers. This was in part prompted by the recent IBM Collaborate campaign which was advertised heavily amongst the US business press.
But more importantly, it was prompted by a growing realisation that we should be spending far [...]
I’ve been kicking around some ideas with Mat recently on the interplay between offline events, online discussion and traditional media coverage. This article in NMA on Glue’s activity with Bombay Sapphire gets closer to illustrating the idea.
The Dusk Bar at Somerset House feeds the online social media activity which is then written about in the [...]
I’ve been thinking about the insatiable appetite that social media has for content and information. In working with some of our clients this can initially seem a daunting or even insurmountable barrier to getting involved in social media. But I think that this is because we’re looking at this from a marketing perspective and as [...]
In June we’re running a workshop for ISBA members on ‘Maximising and evaluating your social media opportunities’ (you can book here). We thought that this article might help to explain some of the background to why and how brands can use social media. We originally wrote the article for The World Advertising Research Council as [...]