| Course Title | “ I resorted to social media because as a consumer I am tired of being placed on hold for interminable periods on the phone which historically has been a brand's mode of choice for engaging with customers - and I wind up building up my phone bill in the process. I was also tired of sending emails which, if they are acknowledged at all, get nothing more than an automated reply - something that is extremely impersonal and gives no indication of whether anything will be done at all.” Quote from a customer of The Carphone Warehouse about why they used social media to complain
WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that's above and beyond what's expected. And whatever you do must have an emotional impact on the receiver. We are not an average company, our service is not average, and we don't want our people to be average. We expect every employee to deliver WOW.
Our philosophy at Zappos is to WOW with service and experience, not with anything that relates directly to monetary compensation…
It’s about ‘now-time’, don’t let real-time fool you
“… I tweeted him [Guy Stephens] at 8pm; by 8.07pm, I had a reply, rendering me unconditionally blown away. Three months of periodic call centre torture had got me nowhere, but via social media I felt listened to within minutes and my problem solved within a few days. “
“ For our clients, social media either sits in customer service, marketing, PR or technology. And where it is put simply depends on what the outcome is. If they are ultimately concerned with reputation issues, it is a PR concept. If it is a cost-related issue in that there are complaints about the product or a specific service and the customer is potentially leaving, it becomes a customer service thing. If they see social media as a new technology concept then it sits under IT. And if it is about brand and getting the name out there then it tends to be under marketing. But few organisations are enlightened enough to have true working across the organisation.”
| Course Title | “ With an open strategy, decision shifts from if you should be open ... To how open you need to be to accomplish your overall strategic goals.” Quote from Charlene Li (Altimeter Group), Being open without giving away the store: The secret is a sandbox covenant
| Course Title | "A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.” Quote from The Cluetrain Manifesto (1999)