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The Business of Humanization

July 5, 2011 By 1 Comment

Social media has humanized interaction and has enabled people to easily obtain and exchange experiences.

Technology has humanized the user experience by making it easier for people to communicate and share information.

Meanwhile, many businesses have used technology to go in the opposite direction, to dehumanize.

Look at customer service, which has sadly become a (near) robotic experience at many companies. Look at email marketing where companies send emails from an email address like “please-do-not-reply@we-hate-getting-email-from-you-com”.

Put aside all the usual stuff about social media offering great opportunities to promote your products, overturn negative experiences and build long-term relationships.

First and foremost, social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

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Come Rock Out At The Customer Service Seminar 2011

April 26, 2011 By Leave a Comment

On Thursday, May 26, Accenture and Tele’Train will host the Customer Service Seminar. It’s a one-day event on online customer interaction and behavior with a focus on social business.

The line-up is filled with people from various businesses eager to share their thoughts and experiences. Learn how social business is applied at companies like KLM and Microsoft. Xaviera Ringeling, Fred Zimny and Arjen Hof will give useful pointers on social media and customer service. Oh, and I’ve been asked to perform some tricks too.

The best part: we’re doing it for free. So head over to this page now and reserve your seat!

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Social Business: Analysis – Part 4B: Communication and Engaged Related Myths

June 15, 2010 By 1 Comment

The Fundamentals series continues the analysis phase with a mini-series on assessing the value and effectiveness of social business. This mini-series will cover the following aspects:

  • Reasons to participate in social business (covered in parts A, B and C)
  • Internal considerations (covered in parts A and B)
  • Debunking myths
  • Social business in B2B environments

I’ve divided social media myths into three categories:

  1. Adoption and Diffusion related myths
  2. Engagement-related myths
  3. Business-related myths

Today, we’ll look at social media myths related to communication and engagement.

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Social Business: Analysis – Part 4A: Adoption And Diffusion Related Myths

June 8, 2010 By Leave a Comment

The Fundamentals series continues the analysis phase with a mini-series on assessing the value and effectiveness of social business. This mini-series will cover the following aspects:

  • Reasons to participate in social business (covered in parts A, B and C)
  • Internal considerations (covered in parts A and B)
  • Debunking myths
  • Social business in B2B environments

I’ve divided social media myths into three categories:

  1. Adoption and Diffusion related myths
  2. Engagement-related myths
  3. Business-related myths

Today, we’ll look at social media myths related to adoption and diffusion.

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Social Business: Analysis – Part 3A: As-Is And To-Be Considerations

May 25, 2010 By Leave a Comment

The Fundamentals series continues the analysis phase with a mini-series on assessing the value and effectiveness of social business. This mini-series will cover the following aspects:

  • Reasons to participate in social business (covered in parts A, B and C)
  • Internal considerations
  • Debunking myths
  • Social business in B2B environments

I’ve divided the reasons to participate in social business into two categories:

  1. As-Is and To-Be
  2. Company Readiness

Today, we’ll look at a company’s As-Is and To-Be considerations for getting into social business.

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