My good friend (and one of the brightest people I know), Brian Solis, has a new book out today: “The End of Business As Usual”. As what has become a tradition between us, I drew the cartoon above to celebrate the launch… Solis believes, as many of us do, that it is time that the voice of the individual was acknowledged by organizations… and then he makes the case to show exactly why it matters, not only in principle, but…
Announcing The End of Business as Usual: The new book is available now!
It’s with great pleasure, and a little bit of nervousness, that I announce the official availability of my new book, The End of Business as Usual. Business, government, music, finance, publishing, everything is changing. We have a unique role in all of this as we are stakeholders in not only defining the need for change, but we are also responsible for leading transformation within our organizations. We are the architects, the mediators, and the sherpas to a new era of…
The State of Social Media 2011: Social is the new normal
Part 6 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel. The state of social media is no insignificant affair. Nor is it a conversation relegated to a niche contingent of experts and gurus. Social media is pervasive and it is transforming how people find and share information and how they connect and collaborate with one another. I say that as if I’m removed…
How Social Customer Service is Changing the Culture at Comcast
Comcast and service are two words that have been closely aligned and analyzed since Frank Eliason initiated the @ComcastCares program on Twitter. Eliason built a new channel for engaging customers to solve their problems. More importantly, he also developed a new infrastructure at Comcast to learn from their experiences. Frank has since joined CITI, but before his departure, he solidified the future of @ComcastCares by placing it in the hands of Bill Gerth and Kip Wetzel. Under the direction of…
I think we need some time apart, it’s not me, it’s you
Part 5 in a series introducing my new book, The End of Business as Usual…this is not content from the book, this series serves as its prequel. What do people want? If you don’t know, why not ask them? Seems like a common sense question to ask. However, when it comes to customer engagement and relations, common sense appears to be an uncommon virtue. The good news is that asking customers what they need is now easier than ever before….
We are the 5th P: People
Part 4 in a series introducing my new book, The End of Business as Usual… It seems that adding the word “social” to any category escalates its importance. From the Social Customer to Social Commerce and from Social Business to Social CRM, the common thread that weaves everything together is people. It is people after all that are responsible for placing the social in social media. Everything else is just technology. So why is it that businesses still approach social…
Facebook now the size of the Internet in 2004
Source You’ve all heard the stat, if Facebook were a country, it would be the the third largest in the world. That stat was initially shared when Facebook hit 500 million users. Now the site has more than 800 million users and a new comparison that’s worthy of blog posts, tweets and conference presentations…Facebook now has as many users as the entire Internet did in 2004, which ironically is the year Facebook debuted. According to data released by Pingdom, Facebook…
Our Digital Society in the Next 30 Years: An Interview with John Battelle
The next episode of (R)evolution features a very special guest and someone whose work I’ve followed longer than I care to count. Among many things, John Battelle is the co-founder of Wired, Founder of Federated Media and Executive Producer of the Web 2.0 Summit. He’s also the author of an upcoming book, What We Hath Wrought, which gives us a forecast of the interconnected world in 2040. While the book isn’t scheduled to release until early 2013, the foundation for…
Time Magazine Asks Brian Solis if Companies are Being Anti-Social with Twitter and Facebook
Time Tech columnist Graeme McMillan asked Brian Solis for his thoughts on “broadcast” marketing in social channels and whether or not it would lead to “social blindness,” the social media equivalent of Advertising’s dreaded “banner blindness.” The problem with most corporate social media strategies, according to one expert, is that they’re just not social enough, they’re actually anti-social, and that that will lead to “social blindness” and a downturn in overall brand loyalty if left unchecked. Brian Solis, a new…
Social Media Customer Service is a Failure!
Part three in a series introducing The End of Business as Usual…Written by Frank Eliason (@frankeliason) Certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many interesting aspects of social media from large and small businesses. and I am very excited to see companies trying new things to…
