Michelle deHaaff

If you can’t take the Heat, get out of the kitchen!

Like many, I am watching the Heat do great in the NBA conference semi-finals and now move on to the conference finals and if...

More Customers Are Churning from Their Bank Than Ever Before

Really? After all of the time I spent a few years ago setting up my online banking, automatic payment, electronic statements and such,...

Gartner Puts Social and Analytics at the Center of CRM Trends

I spent the last three days at the Gartner Customer 360 conference down in Los Angeles - an excellent event to really get entrenched...

The Art of Suggestion And How Text Analytics Can Help You Uncover A Treasure...

Suggestibilty: easily influenced by suggestion; a state, in which a person will accept the suggestions of another person. Suggestion can be powerful, particularly...

Get Fast Feedback During the New Product Introduction Process

Did you ever see an advertisement for a new product and wonder – "what were they thinking? – who would buy that?" Whether...

Catching Your Promoters and Detractors “In the Act!”

Recommending products to friends, family and neighbors has been around since, well gosh, the beginning of time…The science of measuring recommendations is something relatively...

Groupon and Their Superbowl XLV Ad

For as long as I can remember superbowl advertising was a way that companies created their brand impression, sometimes even their first impression. ...

What Does the Social Universe Think of the Super Bowl XLV Teams?

I spent the week with the sales team, a bunch of smart guys who in addition to loving technology, love sports. It felt like...

Why was Kim Kardashian the Most Searched For Celebrity in 2010?

Short answer – she's interesting. Yes, really. After Bing named Kim as their most "popular" celebrity of 2010 and Yahoo! put her in...

What’s Ahead for Customer Feedback in 2011

I recently blogged on what I believe were the two biggest developments related to customer experience in 2010. In the coming year, we will...

A Look Back at Customer Experience in 2010

As I spend long hours on e-commerce sites to finish my holiday shopping, I've been reminded of what a year of change 2010 has...

Leveraging Your Virtual Salesforce

As a follow-on to my recent post about the major impact that social media and the Internet has had on everyday life and business,...

Why The Internet and Social Media Really Have Made a Profound Difference On Everything

This past Veteran's Day weekend I got the chance to visit my favorite Veteran, my 95.5 year-old Grandpa – Grandpa Bob. (BTW –...

Will Twitter Be The New Customer Service 1-800 Number?

Announcing the Twitter Firehose! Your Access To All Customer Conversations on Twitter Today we announced something we've been working on for a while now,...

Does Listening to the Voice of the Customer Help Your Business?

A bunch of statistics came out recently that again prove the benefits of adding social to your customer experience mix. In the past...

The Customer Experience Exec

I recently had the opportunity to speak to a large health care company about customer listening, analytics and social media strategy. They asked that...

Webcast Interview with Ted Rubin: A Case Study of How to Succeed in Social...

Guest Post By: Tamairah Boleyn For our social media thought leadership webcast next week, we are thrilled to bring you an interview with the Chief...

Sentiment Analysis, Hard But Worth It!

Last week our CTO David Bean joined analyst and industry expert Esteban Kolsky (@ekolsky), the CTO from ScoutLabs, Jochen Frey and architect Franco Salvetti...

Listen, Analyze, Relate, Act

I am sitting in a conference on intelligent content and have seen all sorts of great presentations about how static information, when "annotated" or...

Leveraging Communities through Analytic Engines

Guest post by Esteban Kolsky. The driving force for the Social Customer era is the participation in communities both for social and professional purposes.  From...

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