Collaboratory
The Collaboratory is our Social Business collaborative lab where we engage and explore an ongoing discussion, share thoughts, opinions, and ideas on Social Business.
Taking On Social Customer Service
Blog PostSocial customer service shatters the structured nature of call center operations. Complaints received at all hours. Product issues resolved in public. Resolution expected instantly. Service volumes unpredictable — at least initially. One customer criticism quickly spirals into ten, as other customers also take the opportunity to voice their dissatisfaction. The company is under fire — without any
Visual Thinking School
Blog Post, Visual ThinkingVTS = Visual Thinking School. Visual thinking is about using pictures to solve problems, think about complex issues, and communicate more effectively. And Visual Thinking School is a time we set aside for learning, development, camaraderie and innovation.
The Content Triangle: Empathy and Accountability Create Engagement
Blog Post, The Connected Company, Thought CapitalIdeas are at the core of a company’s value in the new economy. Ideas can’t spread unless content creators use empathy and accountability to provide the proper motivation. This is about the power of ideas, not the power of deliverables.
Herding your cats in social media
Blog PostAfter an organization has established process to manage social media, accounts proliferate. Current management approaches aren't enough - new tools are needed.
Global Social Media Governance and Coordination: The Social Portfolio Problem
Blog Post, Social Business IntelligenceDistributed, decentralized complexity of organizations breeds significant problems and opportunities in managing social business. How do you share policies and procedures when it is unclear who is participating in social media? How do you cross pollinate best practices and innovation that rises up from the genetic diversity offered by mostly autonomous execution? When crisis hits, how do you quickly identify and coordinate the individuals that need to be on message with a response?
Monday Movers: A Closer Look at the Social Business Index
Blog PostHighlighting the recent Social Business Index moves of Amazon, Ford and Adobe.
Turn around and face the market
Blog Post, Enterprise 2.0, The Connected CompanyIronically, a history of success may be the biggest reason companies lose touch with customers. Success can fuel enormous growth and even lead to market dominance. But it can also lead to over-expansion, blind spots, complacency, bureaucratic rigidity and risk-avoidant cultures.
Buzz of the Week // Nov. 7 – Nov. 11
Blog PostFacial hair seemed to be the talk of the town this week, and for obvious reasons – it’s always awesome.
Blowing Up Dams and Organizational Change
Blog Post, The Connected CompanyWhat happens when you blow a hole in a dam and let 92 acres of lake loose - and what can a business learn from the experience?
A Holistic Framework for Program Identity Design
Blog PostA deep-dive into our Program Identity Design process.
