Defakto is glad to announce the addition of Michael Sandoval as its new director of enterprise communities. You can read the press release here. During Michael's tenure as Texas Instrument's global manager of communities and social media Michael oversaw development, launch and ongoing management of the very successful E2E.TI.com customer community. Today that community has well over 60,000 members. Michael also oversaw TI's internal collaboration initiative and effort...
Defakto is a certified partner for the very powerful Sitecore web engagement platform. We happily helped Mary Crowley Cancer Research Centers maximize the Sitecore platform to relaunch their website, MaryCrowley.org.
As our team continues to grow, we would like to introduce two new employees to the team, Mary Helen Trippet & Tony Spiro. Read a little bit about each of them.
In a study by the Peppers and Rogers Group, they found that although 76% of companies encourage staff to provide better customer support, only 62% actually provide the tools and training for staff in ways to build customer trust and loyalty.
Be sure to join us next Wednesday, June 29th, for our first webinar, Community Powered Customer Care.
The topic is the value of online support communities and how to integrate your full customer service and support process across all channels, including social media.
We're excited to have Rob Howard, Founder and CTO of Telligent, joining us to discuss how brands such as Dell are achieving significant ROI and improving customer satisfaction at the same time through the utilization of customer support communities.
Click here to register for this informative webcast. Seating is limited so register now to reserve your spot.
82: Percent of consumers quit doing business with a company because of a bad customer experience.3
5: Attracting a new customer costs 5 times as much as keeping an existing one.4
Continuing the conversation from the post 'Look back to take your community forward.'
Your online community has become stagnant or there was never anyone there in the first place. What do you do? The first thing you should do is to look back. Looking back at the development and launch of the community will tell you a lot about what you need to do going forward. You should start with the original objectives. Objectives should have been the starting point then and it should be the starting point now. What are the objectives and who is the audience?
Here’s what the ‘experts’ are saying about Social Business.
"A social business is an organization designed consciously around sociality and social tools, as a response to a changed world and the emergence of the social web, including social media, social networks, and a long list of other advances." Stowe Boyd
“All businesses have always been social; what’s new is the set of observable behaviors and available technologies that enable businesses to leverage these to solve business problems.”Gil Yehuda
"Social Business isn’t a state, it’s the acknowledgement that culture and technology has changed, and that organizations can leverage these changes to solve the same business problems that they have always had and will always have." Jacob Morgan
"Social business if built on three pillars - people, governance and technology." Michael Brito
"Social Business: It's like the Internet in 1997." Jeremiah Owyang
"The evolution to social business isn’t a one-step thing. It’s a process that an entire organization must be committed to, but the rewards are huge." Janet Aronica
The answer is YES…to both.