RightNow – On Demand CX Software

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Keynote Video
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In my previous blog I wrote that online communities have hard ROI associated with them and are logical first steps in any social strategy. I’d like to expand on this and explain the six types of online communities I think will deliver the most significant return on investment for consumer-oriented organizations.
1.  Customer support communities
Most organizations [...]

In my last blog on social networking and success, I mentioned that this groundswell of consumer empowerment is creating an opportunity for organizations savvy enough to benefit from it.  This entry provides a common sense, two-pronged approach to embrace the phenomenon and take advantage of the opportunity.
Step 1: Monitor conversations occurring on the social web.
I [...]

In January, I wrote a blog about change creating opportunity, because I believe that massive change creates massive opportunity. Over the past few years I’ve met individually with hundreds of executives tasked with delivering great customer experiences in over 300 firms. One thing has become apparent: there is huge change underfoot, it is [...]