Rob Howard News & Articles

When I was originally asked to write this piece, I was asked to write about the Customer Life Cycle Experience -- how great customer service and ongoing experience continues the customer journey. However, I wanted to take a different angle. One that I think better reflects the new normal in the market: How does a customer experience the Customer Experience Life Cycle?

Last year witnessed some real progress being made in the social business sector and this year promises more of the same.

In my previous article, I shared the first five tips and recommendations for getting started with social business:

1. Social is the new normal
2. Target the social ecosystem
3. Social isn’t a destination
4. Facebook, Twitter and other social media
5. Strategy, not technology

As promised from the last article, I have compiled five additional recommendations to help those looking to integrate social into their existing business.

As new forms of social media proliferate and enterprises scramble to keep pace with their customers, social business is a force that cannot be ignored.

We are all overwhelmed with content on a daily basis. Our feeds blink in and out of our peripheral vision, our 7 communication streams ping and honk and shout for attention, our searches result in 600,000,000 results. How we prioritize this information stream and glean insight and relevance from the flood is an ongoing evolving process. The wisdom of the crowd is here to help.

Social media webinars. Web 2.0 books for beginners. Social business conferences. Blogs on how to build a successful online community. These are all things that people and companies are doing to keep up with the ever-changing world of social; however, many organizations still struggle to understand what exactly social is and how it fits into an organization’s overall business objectives.

An organization’s employees collaborate every day. How can you capture that information and transform it into knowledge that the broader organization can use? The most important aspect of collaboration is the ability to run analysis over the data to draw important insights and use it again in the future.