Webcast: The New Customer Service Imperative (9/2/09)

[#1]

For more of the terrific articles and research that Dr. Natalie Petouhoff referred to during the webcast, check out the The Forrester Blog for Business Process & Applications Professionals:

• Case Study #1: How ACT! by Sage Software Transformed the Customer Experience By Social Media
• Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

To learn more about the ACT! by Sage community, read the case study or visit the community.

For more about the Lenovo community, view Scott's recent interview with Community Manager Mark Hopkins and Lenovo Community Administrator Jane Loyless!

[#2]

Thanks! looking foward to talking to you and answering all the questions we did not get to!

@drnatalie

Learn. Grow. Share.

[#3]

Ei-lunT, Drnatalie,

I thought yesterday's webinar was one of the best so far, and it was great to hear that an increasing number of companies are finding their own form of success within the groundswell, that the few oft-quoted case studies of the past few years aren't singularities.

If possible, could screen shots from the two polls be posted here as starters for  two seperate threads?   I think those results could spark some good conversations about what are some of the barriers to launching communities and other practical social investments, and whether those with existing platforms think they are understating or overstating their ROI.

- Mark

[#4]

---

If possible, could screen shots from the two polls be posted here as starters for  two seperate threads?   I think those results could spark some good conversations about what are some of the barriers to launching communities and other practical social investments, and whether those with existing platforms think they are understating or overstating their ROI.

- Mark

---

Terrific suggestion, Mark - done!

• Poll Question: Barriers to Social Media for Customer Service?
• Poll Question: How Accurate Is Your ROI? 

We hope you'll contribute your thoughts on both of these questions!