Archive for the ‘Social Web’ Category

Connect with your clients to co-create new value

May 27, 2013

Connect with your clients to co-create new valueThis past week I attended’s Customer Company Tour in Paris, where they showcased the various products and services that form their Customer Company vision.

During the introductory keynote presentation, Salesforce co-founder Parker Harris laid out 5 questions that companies must answer in their quest to become a customer company.

Viewed more broadly these issues are about becoming more relevant to clients by connecting, listening and collaborating with them through direct, interactive relationships, leading to the co-creation of more relevant and unique customer value propositions. (more…)

Marketing is now a 2-way street, which not even technology companies can avoid

March 5, 2013
Marketing is now a 2-way street

Marketing is now a 2-way street

Marketing is experiencing drastic changes as interactive and digital technologies begin to replace mass media as its foundation. Both consumers and business clients are no longer a passive audience waiting to be showered by company ads and billboards.

Today’s digital, interactive and social media capabilities empowers any customer to speak up on their experiences and opinions, whether good and bad.

This has created a fundamental shift in customer-supplier relationships, that not even small or specialized technology firms operating off of the business main-street can escape. (more…)

How social media creates value for B2B companies

September 28, 2012

Image courtesy of

Based on the growing number of companies and the ways that they use social media platforms like Facebook, Twitter, YouTube, blogs, there is no doubt that social media has become a must-have for B2C companies, enhancing their overall digital customer touchpoint experience.

For many B2B companies however, the use of social media is still in its infancy due to a misunderstanding of the uses and the value it can provide in the B2B context. (more…)

Why a digital customer touchpoint experience is critical for companies today

April 16, 2012

In addition to focusing on delivering their core product and service offers, today’s companies must increasingly also deliver customers an engaging digital touchpoint experience.

This multiple touchpoint experience relies on the effective use of various interactive digital media channels, including company websites, blogs, a presence on social networks (ex. Facebook & Twitter), as well as dedicated mobile and tablet apps. It also includes direct e-mail, digital advertising and APIs used for interfacing with 3rd party applications.

This shift comes as increasingly more people prefer to interact with companies via digital channels. This experience usually offers users interactions that are automated, more convenient, quicker and more streamline. This in turn helps save time, lower the transaction costs for both parties, and can lead to greater overall customer satisfaction.

The shift to digital touchpoints is only going to continue, as more people who grow up using the Internet also become consumers and decision-makers.

Companies who don’t offer customers a digital experience will be left behind. Still, many are not yet sure how to take part, and in some cases don’t fully understand the tangible benefits it can bring them and their end-users. (more…)

Innovating social commerce: AmEx cardholders Tweet to save

March 9, 2012

In a recent post I looked at the most innovative companies, which include American Express in the finance category (it was 1 of 2 non-web finance companies featured).

AmEx recently announced a brilliant service for its cardholders, allowing them save money by effortlessly redeeming promotions using Twitter.

This is a beautiful example of how a 162-year old company can still be innovative and deliver measurable value to its clients and partners.


Consumer mobile location services are here to stay

March 18, 2010

Ever since I first used a “find the nearest —–” service, nearly 7 years ago, I have thought that location-based mobile services would change the way we function in our daily lives.

Judging by the current state of the industry, it looks like 2010 may be the year that consumer mobile location services finally take-off.

Why are consumer mobile location services now taking off?

A number of related factors have finally made (more…)

Previewing Orange’s ‘La Collection’ 2010 – Pt. 2: Richer Communications

December 2, 2009

In this second part summary of Orange’s ‘La Collection’ 2010, we look at how Orange is trying to make communications richer and more emotive.

These products and services are expected for release in France, UK, Spain and beyond, over the next 6-12 months. (more…)

Sneak Preview of Orange’s ‘La Collection’ 2010 – Part 1

November 27, 2009

Last night, I was invited to attend a private showing of Orange’s upcoming services and applications.

This is the first part summary of the services and capabilities that we can expect from Orange in the next 6-12 months, within France and beyond.

With the ever-increasing importance of multimedia and social web services, Orange is striving to offer its customers services that provide more interactivity and sharing, while simplifying the setup and usage processes. Within the home environment, it is positioning the TV as a key rallying  point for “more shared entertainment.”

The following products and services demonstrate how it is trying to fulfill this vision: (more…)

ICT Services: Further isolating or connecting us?

November 12, 2009

connecting-peopleI’ve sometimes heard people claim that all the new technology and services now available, actually separate us from our family, friends and close contacts, more than before.

The thinking behind this idea is that prior to widespread use of phones and Internet, we would interact with our closest relations face-to-face. However, with all the ICT capabilities that now exist, we may prefer to communicate indirectly and/or at a distance, creating more separation.

I believe that the opposite is true.

As humans, we have an innate need for direct, social contact. This facilitates empathy, allowing us to see how others really feel so we can truly understand them and relate better, and vice versa. This basic human characteristic drives our need to maintain personal, face-to-face contact with our closest family, friends and confidants. This is partly why we have regular family dinners, visits with our grand parents or meet up regularly with our closest friends.

I also believe that modern communication capabilities – including e-mail, texting, IM, video-calls, conferencing, blogs, and social networking services –  actually help us enhance relations with our inner circles, as well as with those further out.  These tools give us more possibilities and choices for communicating with people in different ways, depending on the context. (more…)

Mobile Social Networking

October 19, 2009

Moto-CliqThe Motorola Cliq seems to be the first compelling, hand-held device (or second if you count the Palm Pre) allowing you to “see your entire social network on one screen.”

It does so by extracting and blending together different bits of information – including social network status, messages, comments, addresses / location, e-mail addresses, websites, IM name, and phone no. -, which are available on the Internet, in your personal agenda and your address book. This is then displayed in a unified way, and can be viewed by person or by specific theme.  Any new information from popular social networking sites like Facebook, Twitter, and MySpace, is updated in real-time.

From this perspective, calling is one of many ways for communicating with your contacts. However, up until now mobile telecom providers still require customers to take out a phone AND data contracts, for a set time period. This traditional approach allows such consumers handsets to be offered at more affordable prices through direct subsidization, while ensuring customer loyalty through the contract period.

At the same time, I can’t help but wonder if/when they will shift positioning to become more of a mobile Web communications providers. In such a case, we can imagine Cliq-based service offers focusing on messaging and/or mobile Internet access, where calling is a pay-as-you-go, optional service. In this instance, device subsidization (if any) could come through any combination of the service provider, sponsorship from the social networks services, through web advertising, or from revenue-sharing of any web transactions.

The Motorola Cliq will be available from T-Mobile US, starting at $199 with a 2-yr calling AND data plan. (See T-Mobile US)