Dr. Gentsch erläutert den Begriff der kollektiven Intelligenz. Dabei führt er aus, dass bestehende Communities eine hohe Glaubwürdigkeit besitzen. Testberichten innerhalb von Gemeinschaften werden höhere Aufmerksamkeit zu Teil als Artikel in einschlägigen Fachzeitschriften. Des Weiteren geht Dr. Gentsch auf den hohen Vernetzungsgrad innerhalb von Communities ein.
First, and foremost, even though most of the social web action is personal, the revolution has been a communications revolution, first and foremost, not a business revolution. As a result of this irrevocable change in the what, where, when and how we communicate, businesses need to learn how to use these new communications channels – because that’s how their existing and potential customers are communicating. Its simple really.
1. Find out where they are communicating such as Twitter and Facebook as well as traditional channels (phone, email) and understand how to use those channels. Outreach, in other words.
2. Find out what they need from you to communicate and provide them with the channels to do that e.g. a service community. Inputs, in other words.
The value to your business? Happy customers. The same as always.
If you’ve done that and accessed those channels available and didn’t limit yourself to those you’re comfortable with, the simplest thing in the world occurs. The customers begin to trust you a bit more
the value of a natural environment in getting higher quality product feedback
Steve Knox, the Vocalpoint CEO at the time said, “We know that the most powerful form of marketing is an advocacy message from a trusted friend.”
(mit Analyst von Gartner)
Social media has exploded as a popular channel containing valuable customer data and feedback. But how can you use that data to better equip CSRs, Managers, and even Customers with information to improve customer service? How can you correlate it with information stored within your company and in cloud-based systems?
Event Details
Tuesday,
May 10, 2011
1:00 pm EDT/GMT-4
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Enterprise Search 2.0-powered applications access relevant information regardless of where it's stored, including social media channels, and presents the information in 360 degree dashboards, so agents, customers and executives can have a complete view of information relevant to them. 360 views drive improvements in customer service metrics, increase customer satisfaction, and better inform executive decisions.
Suchmaschinenmarketing ist wie das Wettrennen zwischen Hase und Igel. Mit großer Anstrengung denken sich Suchmaschine neue Parameter für ihren Algorithmus aus. Aber es dauert nicht lang und schon haben die Suchmaschinenoptimierer herausgefunden, was sie tun müssen, um wieder vorne zu stehen.
Nun aber gibt es einen Faktor, der schwer zu manipulieren ist: Die große Masse der Internetnutzer, die im Social Web aktiv sind. Daher beginnen Suchmaschinen nun, das Wissen der Massen anzuzapfen, um Relevanz zu ermitteln.
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