Kudos to Squarespace During Hurricane Sandy

There are a lot of reasons why I love using Squarespace to host my website and I blogged about many of the reasons here. Additionally, Hurricane Sandy showed yet another reason.

During and in the aftermath of the hurricane, Squarespace stayed up and running with no loss of service.

Here’s an email from Anthony Casalena, the Founder, Chairman, and CEO of Squarespace to subscribers, describing the heroic lengths Squarespace staffers went to in order to maintain the host providers services. 

Read More

Why CRM is really Customer Transaction Management

Dr. Natalie and I discuss how CRM (customer relationship management) has been really more like CTM (customer transaction management).

And we delve into how social business is moving CRM to where it’s really meant to be – and why moving to true CRM is important to companies.

(If you want to watch/listen to the full discussion rather than an excerpt, you can download the file here. Select Episode 1 - The Proimse of Social CRM, part 1.)

Now, here is today's podcast...

Why CRM is really Customer Transaction Management

Why Netflix failed as a social business

Today's podcast is an excerpt from a discussion between Dr. Natalie Petouhoff and I on Netflix -- and why it failed as a social business.

Our thanks to Focus.com for allowing us to replay excerpts from our 10-week Roundtable series on Simplifying Social Business. We based the Focus roundtables on our ebook series of the same name.

(If you want to watch/listen to the full discussion rather than an excerpt, you can download the file here. Select Episode 1 - The Proimse of Social CRM, part 1.)

Now, here is today's podcast...

Why Netflix failed as a social business

RIM (Blackberry) = Social Business #Fail

OMG. Have you been following the RIM (Blackberry) outage snafu in the UK? This is an operational crisis accentunated by a communication crisis. And it's an anti-case study in how to be a failed social business that lacks customer centricity.

Update - Oct 12 - The crisis moved into the 3rd consecutive day so I updated my video analysis. Here it is...

Dr. Natalie and I are talking about The Business of Social Business in tomorrow's Focus Roundtable. We'll be providing important insight this week and next in how to avoid being a RIM. Because trust me, you don't want to lose customers the way they're going to.


Reference articles

BlackBerry Service Crashes in Europe

BlackBerry Outage Persists in U.S.; Customers Rely on Work-Arounds

Outages Plague RIM's BlackBerry for Second Day in Europe, India

Social Media Woes Highlight Marketing Faults


This article isn't specifically about the RIM outage, but you may find it an interesting perspective about RIM's future...

A third of BlackBerry's enterprise base to head for exits in 2012


4 Ways Rackspace Email Inspires High Customer Satisfaction

Rackspace Email is the example of a customer-centric companies all others should aspire to. Here's why...

Catch the replay of yesterday's Focus roundtable on Customer Centricity in a Social CRM World, co-hosted with Dr. Natalie and including our guest Emily Yellin.


How California Tortilla Exemplifies Customer Centricity

In last week’s Focus Roundtable on The Promise of Social CRM, Dr. Natalie and I talked about how Social CRM is emulating the human approach. Kelly asked the question “What is the antithesis of a human approach? Example?”

In answer to Kelly’s question, I said look at most companies call centers. Putting the snark aside, though, there are companies that are getting Social CRM and doing it right.

California Tortilla is one company and I'm going to tell you why.

Read More

Stop Dominating Customers. Start Partnering.

Just stop it. Here's why.

P.S. Dr. Natalie and I are going to talk more about customer centricity at next week's Focus roundtable. And Emily Yellin is going to join us. So come. It's going to be good.

P.P.S. I mentioned this WSJ article in my video - BlackBerry Maker's Issue: Gadgets for Work or Play? (Subscription may be required).


Tweet Up schedule–Social Customer Service ROI

Starting on Monday, June 6, 2011, Dr. Natalie and I will host a 3-session tweet up series on the Social Customer Service.

Over the 3 sessions, we’ll discuss topics related to thought leadership we shared in our recent white paper Calculating the ROI for Social Customer Service.

Our end goal with our recent paper and coming tweet ups is to help people combine strategy with ROI to accelerate executive approval of social customer service programs.

Of course, each of you have your own experiences and thoughts to share so it won’t be complete unless you join in the discussion!

Mark your calendars and join the discussion on:

  1. How to Build the Business Case for Social Customer Service – Monday, June 6, 2011 at 3 pm EDT.
  2. Calculating ROI for Social Customer Service – Week of  June 13 - TBD.
  3. How Social Customer Service Benefits the Entire Company – Week of June 20 - TBD.

The hash tag for each session will be #smROI.

Read More