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 all goes well – THE FINALS! Our kitchen is attached to our family room, so I've been watching the games...

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, I don't think I am going to be changing anytime soon, but in a recent survey conducted by J. D....

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 in the trends around CEM (customer experience management) and CRM (customer relationship management) software and business trends and all of...

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 if a suggestion comes from your customer or your potential customer. I spent most of my career in tech...

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 a product extension to a household product that you've been using for cooking forever and now can use for cleaning...

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 new. About 8 years ago, Fred Reichheld of Bain & Company developed a metric called Net Promotertm. The Net...

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. I can remember laughing hysterically at the first eTrade ads during the game and feeling compelled to see what GoDaddy...

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 being home with my husband! And on every break they were talking about the big game coming up this weekend....

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 their top 5 I got to thinking – why??? (Google didn't even have her on their list – go...

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 see these trends picking up steam and evolving into specific business process centers in the organization – Marketing, Customer Service...

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 been for companies looking to improve the customer experience. Two key developments that had been simmering for the last few...

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, I wanted to delve deeper into the topic of sales. Sales is the bread and butter of any organization....

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 – I noticed that before you turn 10 and after 90 you count in half years – both my kids and...

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, access for our users to listen to, analyze and respond to their customers on Twitter via access to the complete...

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 I have listed out some of these examples – so I thought I would publish some of these new ones...

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 we come in to do a primer on the topic and then demonstrate how our products could help them with...

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 Social Marketing Officer for OpenSky, Ted Rubin. Did you ever want to: Launch products using only social media? Ted has.…

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 from Microsoft Bing (and formerly from Powerset) on a panel about sentiment analysis. One of my favorite topics to...

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 "tagged" with metadata can come alive and become valuable information to organizations. It reminded me that I've been wanting to...

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 the structured social networks (e.g. Facebook and Twitter) to company-owned or company-sponsored communities used for support, sales prospecting, or research...

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