Christopher Carfi

Top 10 Mobile Internet Trends (Feb 2011) from Mary Meeker

Mary Meeker and Matt Murphy share their trendspotting for mobile for 2011. Required viewing. Top 10 Mobile Internet Trends (Feb 2011) View more presentations from Kleiner Perkins Caufield & Byers. Key trends to watch, according to Meeker and Murphy: Ubiquitous Computing – Real-time connectivity /…

The Rise of the Creators (Mobile Edition)

Some interesting data from Pew.  Note that we're not just consumers, but creators thanks to mobile, as evidenced by the photo / video / text growth. Full source is here. Internet access over mobile also is experiencing statistically significant growth. -cfc -- "Cell phone ownership…

Facebook’s Next Trainwreck Waiting-To-Happen: “Community Pages”

Ok, so do this. Go to http://facebook.com and do a search for "JC Penney."  Go to the #1 result.  It's a page here. Now go to Facebook and do a search for "JCPenney." Go to that #1 result. It's a totally different page here. Confused?…

Selling Out

Two things to read on the "how social media intersects with sales" front today.   1)  "How Social Media Are Ruining Your Lead Qualification Strategy." Here's the salient bit, from Charles Green. "CRM systems used to capture all the dialogue—between seller and customer.  Only now, they’ve…

An Awesome Way To Get People To Share Your Story

Emotional, awe-inspiring stories are more likely to be shared online, says John Tierney of the New York Times.  In his column Will You Be E-mailing This Column? It's Awesome, Tierney cites a study done at the University of Pennsylvania that finds the following: "More emotional…

If You Continue To Send Emails To The CEO, A Cease And Desist Letter...

Wow.  AT&T customer Giorgio G. sent two inquiries to AT&T's CEO Randall Stephenson, and received a threat of a Cease and Desist letter for his effort.  The back story: Giorgio writes: "Today I decided to voice my displeasure with the AT&T Wireless new and “improved”…

The Connection Between Social CRM (SCRM) and Vendor Relationship Management (VRM)

Some great thinking by Paul Greenberg.  The lede: Customer Ownership: Relationship? Conversation? Simply Put. SCRM is not VRM. Simple Being the Operative Principle This is meant to be a simple post.  Flat out, I want to say that there is a difference between " the…

The Era of the Social Customer

A nice presentation by my buddy Paul Greenberg, giving a solid overview of the state of the market. Worth a look. Original is here .

Podcast: “Third Places” and Customer Service

Historically, customers had to dial in to call centers or go to vendor websites (or to the vendor's physical location itself) for service and support. With the rise of social business, this is no longer the case...vendors and customers are now meeting on neutral ground,…

How Social is “Too” Social?

I'm torn. It would be so easy to pontificate a "right" answer, but, pragmatically, I know there isn't one. After finishing a re-read of Clay Shirky's prescient piece from 2000, entititled R.I.P. The Consumer (1900-1999), I found myself cheering.  So many points in there were…

The Customer in Personal, Public and Business Realms

"Some corporations will attempt to maximize the business value of each individual worker, stripping out all the extraneous human factors. Chinese walls will be erected to keep the outside from the inside, the personal from the business, and the public from the private. But when…

The Fatal Flaw in the Google Buzz Interface

Is "fatal flaw" too strong a term?  Maybe.  Then again, maybe not. First off, what is Google Buzz?  It's Google's new shot-across-the-bow to Facebook and Twitter, an attempt to integrate real-time web interactions with the well-known and widely-used Gmail interface. However, Buzz does two things…

Phrase of the Day: “Transaction Myopia”

Just tripped across a great turn of phrase from Peppers and Rogers: "Transaction Myopia."  Good stuff, and worth checking out. (Via CRMAdvocate) The key bit: "It's far easier for almost any business manager to think in terms of transactions completed-whether you talk about products sold,…

The Social Customer Will Be Mobile

Morgan Stanley's uber-analyst Mary Meeker recently published her 671(!) page report on the state (and future) of the mobile internet.  Of her eight "key themes" in the report, one really stood out: Mobile is Ramping Faster Than Desktop Internet Did and Will Be Bigger Than…

American Airlines Hoses Me, Again

You think I'd learn. I'd been scheduled to go on an embark aboard the USS Stennis this week, on a trip similar to this one taken by Guy Kawasaki and others.  (Thank you, again, USNavy for the invitation, and Andy Sernovitz for facilitating.)  However,...

From Social Media to Social Business

Social media, or perhaps we should call it "social business," is a sea change that will affect every aspect of the organization. Nowhere is this more evident than at the intersection between an organization and its customers. Customers, once solely at the "receiving" end...

An IKEA In Every Basement

Originally posted at http://supernovahub.com. By the way, if you're not currently following @supernovahub on Twitter you're totally missing out. AT SUPERNOVA 2009, Chris Anderson (Wired, @chr1sa) "beta tested" his newest thesis: "Atoms are the New Bits." Here is the presentation: Here is the video (@chr1sa…

Fly The Evil Skies

On the subject of frequent flier miles, Gary says: "Miles are evil. They create apathy on the end of the service provider." The he asks the real question: "Have decades of frequent flyer programs instilled institutional apathy on the part of customer facing employees? Perhaps…

Twitter’s “Trending Topics” Bridge Neighborhoods in Social Networks

Had a blast chatting with danah boyd this morning on this week's SupernovaHub Network Age Briefing (disclosure: Supernova is a client).  The link above is to a rebroadcast of the call, which ran about an hour and covered "Class and Connection in the Network...

YouTube Is No Joke: Why You Shouldn’t Ignore Social Networks

Social networking was big in 2006. Really big. Really, really big. MySpace has more than 50 million members. Google bought YouTube, a video-sharing site with a heavy social component, for $1.65 billion. Facebook, a social networking site for college students, is rumored to be...

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