• Social Studies Blog. How to succeed in social business.
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    Pretty new home page.

    http://getsatisfaction.com/ We just put up a shiny new design and home page on our site, in preparation for our upcoming first release. Check it out and sign up to get notified by email about the launch. Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations. Leave Blank:Do Not...
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    One way to beat the stock market

    http://consumerist.com/consumer/personal-finance/-261282.php Using a back-tested paper portfolio and an actual case, the authors of a study published in the Journal of Marketing found that companies at the top 20% of the the American Customer Satisfaction Index (ACSI) greatly outperformed the the stock market, generating a 40% return. Subscribe to the Social Studies blog for the tools...
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    Even rock stars are struggling with customer service

    There are more than a few Internet geeks who have chased the life of a rockstar. It’s a bit of poetic justice, perhaps, that the daily existence of more and more recording artists resembles that of an Internet worker. Clive Thompson (the endlessly insightful writer who penned the excellent Wired article on the See-Through CEO)...
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    What we're up to with Satisfaction

    Secrecy in startups? That’s so 1999. In that spirit, and since you’re here and that means you’re at least a tiny bit curious, let me tell you what we’re up to with Satisfaction. Satisfaction is people-powered customer service for absolutely everything. We’re building the start page for customer service online, powered by the people that...
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    Why invest in social features for your Web site?

    http://www.uie.com/brainsparks/2007/05/01/why-invest-in-social-features-for-your-web-site/ Josh Porter from User Interface Engineering has been thinking long and hard about how to convince companies to embrace conversation with their user/customer/person base. He makes some excellent points, including the bottom-line customer support benefit: “Social features help reduce support costs by recording help issues publicly and letting customers help themselves. Talk to any...
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    Seven tips on how to run a successful community.

    http://fortuito.us/2007/05/some_community_tips_for_2007 Matt Haughey is way out in front of the pack when it comes to thinking about issues of online community moderation. From the essay: “If you’re building a community you have to love what you’re doing and be the best member of it. It takes great care and patience to create a space others...
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