Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing:

  • IoT
    • IoT and creating awesome Customer Experiences
    • IoT and creating awesome Customer Service (Field Service)
    • IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy
    • Using IoT to deliver smarter Marketing
  • Cloud
    • Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy…
    • Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing
    • Using the Customer Experience Cloud To Drive Awesome Customer Experiences
    • Using the Sales Cloud to Grow Win Ratios…

We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies. We’re searching for leaders and teams who used disruptive technolgies to transform their organizations. Special recognition will be given to projects that seek to redefine how the enterprise uses technology on a large scale.

Are you really on the leading, bleeding edge? Then we are looking for you! If you are not on the edge, you are taking up too much room! We’re searching for the boldest, most transformative technology projects out there. If you or someone you know has what it takes to compete in the SuperNova Awards, fill out the application here

What’s the Timeline look like? I kinda hate to publish this, because everyone looks at it and thinks- Oh August – I have plenty of time! Don’t kid yourself. It takes time to not only do a great project but also document it! So don’t wait to the last minute… If you are up to something special, start jotting down your project info so you won’t be late with application submission!!! And make sure you have data to show your results!

  • February 8, 2016 application process begins.
  • August 8, 2016 last day for submissions.
  • September 7, 2016 finalists announced and invited to Connected Enterprise.
  • September 12, 2016 voting opens to the public
  • September 21, 2016 polls close
  • October 27, 2016 Winners announced, SuperNova Awards Gala Dinner at Connected Enterprise 

Why bother? There’s lots of Rewards! Besides getting to hang out with me 🙂 and a ton of other really outstanding and amazing leaders, and get to hear what the top companies in the world are doing, you’ll also get…

Wondering Who Are the Judges?

The judges are technology thought leaders, analysts, and journalists selected for their futurist mindset and ability to separate substance from hype. The SuperNova Award Judges carefully evaluate each SuperNova Award application against a rigorous set of criteria. Judges will identify individuals who demonstrate true leadership in the application and adoption of new and emerging technologies.  Want to catch a judge’s eye? Judges look for projects whose elements can be replicated in other enterprises. Want to know more about the awards and judges? You can learn more about the SuperNova Award Judges.

What Types of Projects or Inititatives Can Be Submitted? Here’s a list of the categories:

  •  Internet of Things – A network of smart objects enables smart services. (examples: sensors, smart ‘things’, device to purchase)
  •  Data to Decisions – Using data to make informed business decisions. (examples: big data, predictive analytics) 
  •  Digital Marketing Transformation – Personalized, data-driven digital marketing. 
  •  Future of Work: Social Business – The technologies enabling teams to work together efficiently. (examples: enterprise social networks, collaboration)
  •  Future of Work: Human Capital Management – Enabling your organization to utilize your workforce as an asset. (examples: talent management)
  •  Matrix Commerce – Commerce responds to changing realities from the supply chain to the storefront. (examples: digital retail, supply chain, payments, omni-channel retail)
  •  Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: crm, customer experience)
  •  Safety and Privacy – Strategies to secure sensitive data (examples: digital identity, information security, authentication)
  •  Technology Optimization & Innovation – Innovative methods to balance innovation and IT budgets. (examples: innovation in the cloud, ENSW cost savings, cloud ERP, efficient app production)

Who Won Last Year? I knew you would ask that, so here’s that info below. And they were all outstanding. Let’s see if you can beat what they did last year! We are really looking for the super stars. And you know who you are!

CoIT & The New C-Suite

Martin Brodbeck: CTO, Sterling Backcheck

*************************************************************************

Data to Decisions

Alda Mizaku: Lead Bus Solutions Analyst, Mercy

*************************************************************

Digital Marketing Transformation

Naveen Gunti: Senior Director of e-Commerce Technology and Operations, Tumi Holdings, Inc.

*************************************************************

Future of Work – Human Capital Management

Asha Aravindakshan: Operations Director, Global Talent, Ashoka

*************************************************************

Future of Work – Social Business

Steve Nava: Senior Director Field Service, Americas, Luminex

*************************************************************Matrix Commerce

Jordan Kivelstadt: CEO, Free Flow Wines

*************************************************************

Next Generation Customer Experience

Dan Wallis: Director of KP OnCall, Kaiser Permanente

*************************************************************

Technology Optimization & Innovation

Dr. David Bray: Chief Information Officer , Federal Communications Commissions

Erica Stevens: VP of Supply Chain and Information Technology, Dylan’s Candy Bar

So there’s your bar. It’s been set high, but I know you can top it! Go for it! Can’t wait to see you at  SuperNova Awards Gala Dinner at Connected Enterprise!!
@DrNatalie, VP and Principal Analyst, Constellation Research
Covering Customer-facing Applications That Make Amazing Customer Experiences
Share

How to Improve Customer Service by Dr. Natalie (Part 13) & Increase Revenue & Decrease Costs

The Socially-Enabled Customer Service Increases Revenue and Reduces Costs

For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…

I’ve been writing about many force multipliers that are currently present within Customer Service organizations using social media. Socially-enabled Customer Service can affect every aspect of your business when leveraged as a force multiplier.

There are multiple benefits from social throughout the buyer-seller relationship. It can be used to generate leads and build customer interest. It can be used in the sales and marketing process. It can be used to monitor customer satisfaction. It can be used to ensure that customers have their support issues addressed and new product functionality requested. It can help PR by helping to protect the brand. And it can be used to understand when an existing customer is influencing potential new customers.

However, if you pull the socially-enabled service aspect out, the force multiplier effect does not exist. A break in the process leaves an opportunity for social media (or the failure to use it) to broadcast your shortcomings in the relationship with your customer. It is important you understand the force multiplier advantages— starting with the Customer Service aspects of your business.

Take a note from a famous pilot, John Boyd and his OODA process and make sure to use social media to observe, orient yourself to the new information you observed, make decisions on that real-time social media data and take the actions that will forward your business, exponentially!

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 12) & Become an Agile & Customer Focused

How Do You Know If Your Company Is Agile and Customer-Focused? For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…  If we use the OODA Loop as our basis, here’s some questions to ask yourself and your organization:

Question 1: Do you have systems to monitor/measure what employees and customers know, think and feel about how customer service is provided and how the rest of the business operates? And do you take that information and integrate it into your company and make improvements that deliver better products, services and, in particular, better customer service?

If you think about it, this is very similar to what W. Edward Deming was suggesting when he provided business advice to companies. The fact is some companies collect feedback, but that information rarely gets to the right department or person who could make use of it. And then if it does get to the right person, there are not systems or a process to use that insight to make improvements. And even fewer companies tell customers and employees when they have taken the feedback into consideration and made the right changes. One of the most powerful things companies can do is to let customers know that they care by not only making changes, but to let customers know their voice was heard and taken seriously.

Question 2: If you do listen and act on customer/employee feedback, do you do it faster than your competitors? If you do, you’ll have a decided time advantage over their competitor.

Question 3: Are we on track? In military operations, OODA takes place in seconds. In corporations, it’s much slower. In fact, the current year’s strategy is rigidly followed till next year’s planning cycle. What companies need to consider is that with the real-time web, waiting a year to make a change is too slow. In fact, waiting a month or a week may take a customer service issue, spread by social channels, into a PR nightmare. Consider stories like United Breaks Guitars as one way that customers are fighting back against what they perceive is poor customer interactions. It’s critical to validate we’re on track or correct it. Especially in the Age of Social Business.

Question 4: Do you take feedback, fix what is not working and then repeat that process over and over?  In OODA theory, its It not just about going through the OODA loop once. It’s about seeing the OODA Loop as a continuously, on-going process. And then the result of your actions provides the observations to reorient what you decide to do next.

Most companies think of Customer Service as a cost center. But what if Customer Service was a way to preserve and generate revenue? Customers are at the boiling point. They no longer want to take what’s handed to them, especially when it comes to Customer Service. And with social media they have a way to make their voice heard. If we go back in time, people were predicting there would be a technology that would allow customers to talk to each other. And to talk back to companies online when they are dissatisfied and that everyone would be able to see that negative interaction. That prediction was written about in the book The Cluetrain Manifesto.

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 11) By Creating Extraordinary Customer Responsiveness

Force Multiplier #6: Create Extraordinary Customer Responsiveness

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Social Media for Customer Service affects Product Development. There is also a behind-the-scenes benefit to product development from using social media for customer service. Because of the “always-on” state of customer service, the Customer Service staff are often the first ones to hear questions from customers like, “I wish the product only did this” or, “Why doesn’t the product do this?”

If the product development team leveraged Customer Service staff and social media data to track these comments—the product development team would be much more aware of what customer’s think about the company’s products and services and be able to create them better.

Customer Service Think Tank hosted by Dell

Customer Service Think Tank hosted by Dell (Photo credit: Dell’s Official Flickr Page)could create new functionality and even develop a new product that customers really want and are ready to buy. Talk about being proactive to your customer’s request— now, this is customer responsiveness! Imagine a customer tweeting that your company fixed a problem or created a product based on their request! Imagine how many more products you’d sell if you created products your customer’s actually asked for.

 

The Conclusion? Force Multiplier #6: Create extraordinary customer responsiveness, build products based upon customer request tracking through customer service, create positive brand image via product development.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 10) – Affect on PR And Customer Loyalty

Force Multiplier #5: Proactive Monitoring Of PR Events And Leaks, Leverage Customer Feedback And Customer Data To Facilitate Customer Loyalty

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service and PR, download the white paper here. Or read on…  Social Media for Customer Service affects Public Relations. Public relations departments might be considered at a slight disadvantage with the advent of social media. They have been able to craft and control the branding and key messages, which is very important to the brand equity. With social media, while they can release information to broader audiences quickly, negative information can spread just as fast.

What if an overzealous blogger gets wind of your new product and blogs about it before the launch? On one hand this could be called a “sneak peek.” On the other hand, if leaked too soon, it might end up tipping your hand to the competition and even the stock market. In today’s social media environment, there is no way to protect the company 100 percent of the time from info leaks.

But having crisis mitigation strategies in place for when it might occur is necessary. On many occasions, it is the Customer Service personnel who have alerted Public Relations about “sneak peek” news first. It is also known that some PR strategists give first news of new products or offerings to the most loyal customers as a reward or to get feedback pre-release. The customer database and its metrics are used for selection of those customers.

Conclusion? Force Multiplier #5: Proactive monitoring of PR events and leaks, leverage customer feedback and customer data to facilitate customer loyalty.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 9) & Get Better Business Insights

Force Multiplier #4:  Less Missed Trends, More Cross-Department Input, More Business Insight And Foresight

For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…  Social Media for Customer Service affects Marketing. to who owns the company’s social media presence. Studies show that Public Relations, Communications, Marketing, Customer Service and even Product Development will make claims to own this territory. It only makes sense to have alignment in the organization as to who will manage the various functions of social media, and create a common voice and governance rules over the communication policies.

Also, cross-functional training is required to have all departments understand each other’s role. For most companies this would be a first! From social Customer Service perspective, they are fundamentally looking for potential problems and solving them. But because Customer Service is the place that a company can learn about the real-time use of their products and offerings, it’s the best pace to suffer information that can be used in other departments like PR, Marketing, Product Development and even Billing. Sometimes customer’s contact customer service because their bill is confusing. If that information is conveyed to Billing, they can work on making the bill more understandable.

Perhaps an inordinate amount of customers are dissatisfied with the pricing of a product. That information can be shared with Marketing and Sales, especially if trends are developing. Because of the fast pace and ever-changing landscape of social media you can never have too many eyes watching for trends that may go unnoticed by busier internal groups. If Customer Service aggregates data from all communication channels to gives it to the various functional departments, they can provide the company with mission critical, competitive business insight.

Conclusion? Force Multiplier #4: Less missed trends, more cross-department input, more business insight and foresight

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 8) & Reduce Churn & Increase Sales

Force Multiplier #3: Lessen Customer Churn, Lessen Lost Sales, Lessen Brand Damage

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Everyone knows that a customer most likely will not buy from you if they are angry with you. So if customers are complaining about your product or service within social media and no one is available to address those complaints quickly, others will read the complaints. These complaints might be in the form of an online review, often on a third party site where you can’t take the content down. (Note: its generally not a good idea to take negative content down, even if its on your site and you could. Doing so makes the company look like they are trying to hide something and thus not being transparent or honest. If that happens, a firestorm of comments can result and be worse than the initial set of comments.

Just know that if you are a company in business, there is probably someone who has said something negative about you online. That’s going to happen. What matters is what you do with the comments. Best practices are to go and address customer’s issues. Say you are sorry they had an issue and ask them how you can help.

Some customer may have moved on and there is nothing you can do. Other’s will respond and at that point, take the interaction offline- to a phone call. Resolve the issue and you’ll see that customers are so completely caught off guard by a company being nice and doing the “right” thing, they will often go back and repost a comment about how they were wrong about the company and how great they really are. Now imagine your online posts. If you haven’t addressed them, sales will suffer. Customers will see the comments and not want to deal with you and look for products/solutions elsewhere—and even buy from another company. And what’s worse is your brand name could be damaged. In today’s real-time social media response environment, excellent Customer Service and rapid response to complaints is a huge differentiator over the competition.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 7) And Reduce Call Volume

Force Multiplier #2: Reduce The Impact Of Customer Service Call Volume Explosions By Utilizing Social Customer Service

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceYour Customer Service organization is highly trained to interact with customers via all channels of communication and from a common knowledge base. Therefore, using Customer Service to oversee social media activity is not a stretch. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… In fact, in some companies, staff is already out there doing it. You’ll want to consider creating social media governance policies and social media Customer Service training required. Using a search engine, search on “social media policies” and you’ll see that hundreds of companies have put their social media policies online. This is a great resource for you and can provide you with a benchmark of what companies are actually doing.

The idea here is to leverage some of the highly skilled individuals from your existing Customer Service team to use social media to identify brewing service problems. Studies show that companies who use social customer service can head off an disaster that would have resulted in

Customer services

Customer services (Photo credit: gordon2208)

hundreds if not thousands of calls to the call center. It can be as easy as putting out a post in Twitter and/or on Facebook to say you know there’s an issue and you are working to resolve it. And companies also place links to solutions, where customers can go and get self-service or updates. What customers want to know is that you are paying attention and you have their back.

Conclusion? Adding social media is a natural extension of what customer service agents already do. Force Multiplier #2: reduce the impact of customer service call volume explosions by utilizing Social Customer Service.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

SOCIALIZED! How the Most Successful Businesses Harness the Power of Social

Wondering about a field guide to transforming your organization into a social business? Check out SOCIALIZED! How the Most Successful Businesses Harness the Power of Social by Mark Fidelman.

Socialized by Mark Fidelman — Top business Book on Social Media

Authored by Forbes.com writer Mark Fidelman, this 288-page “playbook” is designed to help businesses transform into high-performance social organizations by providing strategies, tactics and examples that companies can apply today to start increasing revenue immediately and for the long term. Filled with road-tested recommendations and real-life stories from visionaries and change makers, the book is designed to help business leaders create more adaptable, intelligent, profitable businesses.

Readers will learn how to create and nurture a high performing internal social network, or “digital village” that helps employees collaborate and share information internally as well as with customers, partners and suppliers. This book helps distinguish between social media participants vs. external social businesses who connect with their external “digital network” and build a community of brand advocates. Fidelman guides readers to manage “Darwin’s Funnel,” a sales and marketing channel with a social wrapper that speeds up lead nurturing and improves businesses’ ability to convert leads into sales.

You can follow Mark here:

@markfidelman and @biznextevents

Here’s where you can buy the book: Socialized!

And the kindle version: Socialized! Kindle Version

Mark Fidelman’s must-read new book is called Socialized! How the Most Successful Businesses Harness the Power of Social (Bibliomotion, November 2012), and it is available at bookstores nationwide, as well as at all major online retailers,  including Amazon, B&N, Indiebound, and others.

Join Mark at  BusinessNext Social — I will be there speaking also!!  It’s January 6-8 in Las Vegas, and network with an exceptional group of social business luminaries, influencers and vendors who have experienced firsthand the strategies and cutting-edge social media and mobile technologies that are accelerating the rise and fall of businesses


Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share

How to Improve Customer Service by Dr. Natalie (Part 6) & Reduce Customer Service Costs

Force Multiplier #1: Use Social Customer Service To Reduce Customer Service Costs

Customer Service is in an “always on” state and is available to your customers.

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceIn social media there is a ratio people who interact. That ratio is about 1% post, 10% interact and 90% who read. That ratio can vary depending on your type of company, the industry you are in and the type of products you sell. The main thing to know is that the ~1% or brand evangelist are already talking about your company online. They love your products and their hobby is often to know as much or more about your products than even some of your best thought leaders or engineers. They get street cred with their followers (the 10 and 90%) by being the “expert” and “go-to” resource in their field. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on…

When the 1% engage them, they are more than happy to provide answers—and great answers—sometimes better answers than your own staff. Some companies are worried about interacting with evangelists because they might not give the right answers. In communities that are strategically set-up, the customers can vote on whether an answer actually helped them. When you have hundreds of people voting on an answer, you don’t have to worry about accuracy of the answers. The crowd tends to allow the right things to float to the top! Using brand advocates can help to reduce the calls to the contact center, provide better information for your knowledge bases and thereby make your agents smarter and able to handle questions faster.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

Enhanced by Zemanta
Share