"customer service" entries
HubSpot has found the sweet spot between data, education and customer loyalty.
HubSpot's location (near Boston) and its target market (small businesses) may keep it under the radar of Silicon Valley, but the company's approach to data products and customer empowerment are worthy of attention.
Prioritization must be determined by the business, not an IT staffer who's just trying to do the right thing.
IT governance can work as a process at the leadership level, but it will fail when the IT team doesn't have the understanding and the language of the process to support it as it manifests downstream.
The mindset at Zappos is illustrative of the era of engagement.
At Zappos last year, 25,000 people applied for 250 job openings. Applicants are enthusiastic to be part of an era-of-engagement, post-productivity company. Zappos CEO Tony Hsieh discusses Zappo's secret sauce in his new book.
The founder of craigslist.org talks about electronic privacy, Facebook, identity and trust online, and how social media can be used in and by government.
The Internet changes the power relations between companies and customers. Social technologies like blogs, social networks, ratings and reviews etc. allow customers to share experiences; good and bad to the 1.4 billion people on the Internet. Zappos exemplifies the positive benefits of extraordinary customer service while Comcast shines a light on the perils of getting it wrong. Lane (co-founder of…