Enterprise Social Media

The Rise of the Customer Service Rep

Posted on 30. Mar, 2009 by Kelly Feller.

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One of my jobs in a past life was to help set up a customer relations department at a giant organic salad company (yeah…that one). At the time the job was rather unglamorous; I set up processes and fielded phone calls from both ranting and raving customers wanting to know answers to questions like “are [...]

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The Dark Side Of Twitter

Posted on 16. Mar, 2009 by Bob Duffy.

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Ok I just have to realize my naivete, and that too often I have my head in the ground. Great example was a discussion on my FaceBook wall regarding Twitter. I made the observation that many the people who started to follow me were following thousands of users. My immediate reaction…. how can somebody follow that level of the conversation.

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Skittles Twitters the Rainbow

Posted on 02. Mar, 2009 by LaSandra Brill.

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What if a real company decided to turn their whole site into a twitter conversation?
That’s what skittles did in what can only be described as a bold move to embrace Web 2.0.
What a unique approach. In a traditional viral campaign, you launch a viral concept and it takes on a life of its own, [...]