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  • When the Voice of the Customer Calls, Answer it!

    When the Voice of the Customer Calls, Answer it!

    This cartoon is the second in a series of Community Management cartoons we’ll be posting every day this week. You can view the first here, and be sure to check back in tomorrow! Today’s C-Suite executives know that they’re supposed to be “customer-centric.” This belief is supported by intuition, customer feedback, and cold hard metrics (big…

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    Happy CMAD to Community Managers, our Superheroes!

    Happy CMAD to Community Managers, our Superheroes!

    This cartoon is the first in a series of Community Management cartoons we’ll be posting every day this week, so check back in tomorrow! In this world, you have certain people who go above and beyond to be a special kind of incredible. In the past we’ve had Superman, Wonderwoman, The Silk Spectre, and Dr….

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    Extreme Networks’ CM Opens Up about Building a Community from Scratch

    Extreme Networks’ CM Opens Up about Building a Community from Scratch

    In the 30 years Enterasys Networks (now Extreme Networks) had been around, they had never had a customer community. For that matter, their social media marketing manager, Tamera Rousseau-Vesta, had never managed one. But the wireless networking company prided itself on being the type of collaborative, innovative company that moves mountains to make their customers happy,…

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    Customer Conversations are Key to your Business

    Customer Conversations are Key to your Business

    This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here. “Strategy that involves common sense is nearly impossible for large companies to do,” said consultant Dr. Natalie Petouhoff (@DrNatalie) of companies that claim to be customer-centric yet fail…

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