FIR Speakers and Speeches: Dave Coplin, Microsoft, on Future Forward at #SMWB2B

Listen Now: The web is quietly, but quickly, undergoing a social revolution, blending the analogue and digital worlds to become even more powerful in the way we all live, work and play. That’s a core premise that Dave Coplin, Director of Search UK at Microsoft, shared with participants of The Dell B2B Social Media Huddle in his keynote presentation in London on September 24, 2012. Search is at the very heart of this change as the internet evolves to be…

Vodafone #FAIL

Updated on September 26, 2012 I wrote the other day about delighting your customers not just pleasing them. The focus was all about behaviours and leadership, not technology or social media tools (although all of those things are intertwined in so many ways). “Delighting the customer” is a phrase foreign to Vodafone in the UK, if my recent experience is any guide. Indeed, for this mobile operator, giving the customer an expectation of only the bare minimum of service seems…

The Hobson and Holtz Report – Podcast #670: September 24, 2012

Listen Now: Intro: Neville speaking on CIPR-organized panel about Wikipedia and PR at Social Media Week London on Sept 28; Quick News: Report from #DIF12 Digital Ireland Forum in Dublin: are companies really ready for the connected consumer?; Gnip offers full Twitter archive – for a price; Boeing to outfit planes for in-flight mobile phone calls; the best place to be in a plane crash is in the back; interactive quizzes coming to YouTube videos; Ragan promo; News That Fits:…

Delight your customers, don’t just please them

Some interesting shifts in thinking are getting underway in the travel industry, according to AdAge, with British Airways in the forefront of looking at how they’re using technology in customer service and what they need to do to help their employees deliver outstanding service. AdAge says that the airline is analysing the passenger data it gathers to gain actionable insights into making its customers’ experience more convenient and rich with value to them, presenting service-personalization to passengers in a way…

Quartz digital delivery starts Sept 24

An interesting experiment in the future of mainstream news media and its publishing platform goes public on Monday September 24 with the official launch of Quartz, a new digital business magazine from US publisher Atlantic Media. Quartz is intended primarily for consumption on tablets and other mobile devices. There is no print edition. I’ve been paying attention to developments at Quartz as it gears up for its imminent launch since I interviewed editor-in-chief Kevin Delaney in London in July for…

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