Ipso Fakto

Defakto adds online community leader to management staff.

Wed, 29 Feb 2012 07:37:04 -0600

Defakto puts Sitecore expertise to work for Mary Crowley Cancer Research Centers

Mon, 13 Feb 2012 17:22:44 -0600

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.

Defakto Welcomes Two New Hires!

Mon, 06 Feb 2012 16:20:09 -0600

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.

Is your company talking about customer service or delivering customer service?

Mon, 27 Jun 2011 15:26:52 -0500

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.

Webinar - Community Powered Customer Care - Wed. June 29th 10am CST.

Wed, 22 Jun 2011 13:28:52 -0500

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.

Customer Care: By The Numbers

Tue, 21 Jun 2011 11:42:11 -0500

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

Look back to take your community forward. Part 2

Fri, 10 Jun 2011 09:27:07 -0500

Continuing the conversation from the post 'Look back to take your community forward.'

Is your online community struggling? Look back to take your community forward.

Fri, 10 Jun 2011 09:20:39 -0500

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?

What they're saying about social business

Mon, 21 Mar 2011 21:53:15 -0500

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

Is 'Social Business' just the latest cool buzzword and should I care?

Mon, 21 Mar 2011 09:05:46 -0500

The answer is YES…to both.

What does 'social business' mean?

Thu, 24 Feb 2011 07:49:54 -0600

In the spring of 2009, Jive Software rebranded their collaboration software as 'Social Business Software'. This was the first time I had seen the phrase 'social business' used to classify enterprise collaboration software. At the time, I struggled quite a bit with the use of the word 'social' when it came to enterprise collaboration, but that is another blog post.

Even in social media, it's the customer, stupid.

Tue, 15 Feb 2011 14:21:59 -0600

The mantra of the social media freight train and all of it's experts and consultants is: The customers are talking about you, shouldn't you listen and engage?

This question has sent businesses of all sizes scurrying to blog, to get a Facebook page, to get on Twitter, and to add staff and overhead to 'monitor the conversations and engage the customer'. We're all concerned about the power of one. That one angry customer with a big social media megaphone.