Lithium Takes a Stand on Customer Experience Hype

The echo chamber on customer experience is so loud it almost drowns out any creative thought you might have floating in your head. It’s coming from all corners with everyone jumping on the bandwagon.  As companies grapple with what it means, if it’s relevant for them and how the heck to get started, B2B technology vendors are circling like beasts eyeing a herd on the savannah..... Read the full article on Forbes.

Dump Your Social Media Strategy. It’s Not Customer Service

Social media is not a destination; it is an enabler of business strategy. In and of itself, social media will not drive customer satisfaction, robust collaboration, or revenue. It’s like putting a toy sailboat in a pond and huffing and puffing into the sail to make it go. It will go but randomly for it lacks a rudder..... Read the complete post on Forbes.

Six Ways to Bust the Social Media Hype

In a conversation with a CEO about the transformative effects of social technologies he declared, ‘We’re a social business. We hired an intern to manage our Twitter and Facebook account.” He became deaf to the discussion upon hearing that using social media in marketing does not equate to being a social business. Not surprising, “social” is in its hype phase. History repeats itself and the current social-mania reminds me of the late 1990s “e-business” hype cycle. Everyone claimed they were an “e-business”, few actually were…. Read the complete post on Forbes.

Salesforce.com CEO Calls for a Business ‘Arab Spring’

Salesforce.com’s DreamForce conference lived up to its reputation. It was bigger, better, and the place to be this week. This wasn’t a conference, it was a cult convention. The atmosphere in the convention center before each morning’s keynote reminds me of the energy you feel before a rock concert or a San Francisco Giants game. Pre-show entertainment included roving interviews with customers like Autodesk, Nissan, NBC Universal, and celebrities like Neil Young against a backdrop of heavy bass music from a DJ mix. You know the music; the kind you hear at a baseball or football game. Folks lined up hours early to get a seat in front to be that much closer to Marc Benioff, Salesforce’s CEO and Chairman. The pre-game tailgate party was donuts and coffee in the brisk fog of San Francisco. The energy was palpable. Bloggers in the ‘Pound’ flexed their fingers warming up in order to tweet and blog as fast as they could in order to be the first one with the quote, announcement or insight.