Archives for January 2014

Social Media Usage Among Business Professionals

The vast majority of social media usage data and analysis we’ve been reading over the past year has been focused on trying to guess what the next big platform will be.  More recently, a lot of the information has been based on age demographics (e.g. the shift of teens away from Facebook to SnapChat).  For the most part, the primary purpose of the research seems to focus on helping marketers better understand how to allocate future social media marketing spend most effectively.

In collaboration with my friends Jared Romanski and Seth Goldstein, we developed this research survey to better understand the shifting preferences of business professionals with respect to their social platform use. This research is not for marketing purposes.  Rather, it is intended to better understand where business professionals are realizing the most value from social tools and their use.  With your input, we are eager to understand the following trends:

  • How has one’s use of social platforms evolved over time?
  • Where are business professionals spending their time on the social web?
  • For what purposes are business professionals leveraging social (eg. Content sharing, consumption, networking personal branding or selling)

We would be grateful if you would take just a few minutes to share your input on this topic by taking this short survey.

If the link above doesn’t work, you can cut and paste the link here into your browser:

https://www.surveymonkey.com/s/Q6LS2XY

We’ll be sharing the results here and every social network on which we can.  Thanks in advance.

Ten Customer Experience Prediction Posts from 2013

UnknownYes, I know.  This is the time of year…or it was actually last month…for the flood of articles and posts predicting what will happen in the upcoming year.  In every field and endeavor, prognosticators are dusting off their crystal snowballs to give us their perspective on what we should expect in the twelve months ahead.

But I’m not much of a bold, big splash predictor kind of guy.  At the same time, I’m not one who spends a lot of time looking back or dwelling in the past, good or bad.  My approach is more observational.  I take in what I see.  And I set my agenda for what I need to do to stay on the crest of the wave; to continue to create value for those around me.

To know where you’re going, though, it is vital to understand where you’ve been.  If the path you’ve set for you or your business is in dramatic contrast to where you’ve just come from, then how you will get there will be radically different than if that path is just a straight line continuation of your current trajectory.

So, in that light, its always interesting to see how close or distant future projections came to the reality, now that that reality is in the books.  This isn’t to suggest who is any better or worse at reading the tea leaves.  But as interesting reading, here is a list in no particular order of ten of those prediction posts about customer experience and customer service from 2013.

My observation about 2013 predictions, as with most such articles, is that they were all directionally fairly accurate.  And, none of what I’ve read from late 2012/early 2013 is nearly complete.  Its all still an evolving work in process.  And at the same time, these predictions are all general and painted with a broad enough brush as to not provide any secret recipe to follow to the letter.  The hard work still remains in taking such information in as guideposts and implementing what creates value for your specific customer.

So how’d they do?