Author Archive
Matrix: Companies Should Factor ‘Social Influence’ Into Total Customer Value
Case Study: An Influential Mom Blogger Caused Mainstream Crises
Popular blogger, Heather Armstrong (@dooce) was dissatisfied with her non-working Maytag appliance. Following protocol, she called their support number, yet her issue was not solved. Stonewalled, she argued/warned the support staff that she was on Twitter, yet didn’t receive special assistance. Escalating further, she then flexed [...]
List of Corporate Social Media Strategists, Corporate Community Managers in 2010
As an industry watcher, I look at trends, data, spending, technologies, yet what’s really important is watching the trend of professionals as they grow into these roles managing disruptive technologies. Update: Brian Hayashi has created a spreadsheet of this with additional info –like Twitter handles. We’re staying coordinated so the data is matched, follow Brian [...]
O’Reilly Webcast Social Business: Taking “Social” to the Core of Your Organization
A few weeks ago, I was invited to join a discussion with Joshua-Michéle Ross (O’Reilly ), Stowe Boyd, thought leader, and Peter Kim (former colleague at Forrester, now at Dachis Group) on the topic of social business. Listen in, as there’s not really a lot of content on the slides to focus on, while you go about your [...]
Expect Rapid Evolution of the Branded Support Community
Companies With Support Communities Not Ready For Changes To Come
For over a decade, with simple BBS systems to community platforms, support communities haven’t undergone much innovation. Often a silo and tucked away in a website, these communities are going to take center stage. With social technologies appearing on every webpage, and more existing systems starting [...]
Growth at Altimeter Group: Supply Chain Management, Government Innovation
Two Key Additions In Growth Areas: Lora Cecere, Alan Webber
We’re pleased to announce that we’re expanding two new partners Lora Cecere (full bio), Supply Chain Management and Alan Webber (full bio), Government Innovation. Founding partner, coauthor of Groundswell, Charlene Li discusses the hires and the changes in the market. At the Altimeter Group, we’re not forced [...]