I can't get no FUTURE satisfaction?
What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!
Episode 79 Topics:
**News Gator: Updates from Tech**
**CIO Headlines Market News, Business Report, SIM**
- IPO Fever http://www.mercurynews.com/portlet/article/html/fragments/print_article.jsp?articleId=19358763&siteId=568
- YouTube Pay Per view Option
- Adobe Closes Mobile Flash http://www.eweek.com/index2.php?option=content&task=view&id=71813&pop=1&hide_ads=1&page=0&hide_js=1&catid=38
- Hooper’s 4Square Check-ins https://foursquare.com/vigilantguy
**Practitioner, Service Desk**
- The Verge (News Site) http://www.theverge.com/
- Beran’s Hipster Avatar from Twitter http://a2.twimg.com/profile_images/1627311393/Avatar_November_2011.png
- ATOS Kills Emails (News from February but making waves in December) http://atos.net/en-us/newsroom/en-us/press_releases/2011/2011_02_07_01.htm
**Social Media, Tools and Vendors**
- Service Desk Forum, Mainz Germany http://www.service-desk-forum.de/
- HDI Conference 2012 featuring Michio Kaku http://www.hdiconference.com/conference/speaker.aspx?firstname=Dr.+Michio&lastname=Kaku
- SXSW Ray Kurzweil Keynote http://techland.time.com/2011/11/21/the-singularity-storms-south-by-southwest-ray-kurzweil-lev-grossman-to-present-keynote-at-interactive-festival/
- Serena Software Disgusting ITSM Pays for follows http://www.serena.com/news/read/press-release-11-15-2011.html
- Guest Wendy Lea http://twitter.com/wendyslea
- The Satisfactory (HQ for Get Satisfaction)
- Jargon The Mascot http://getsatisfaction.com/jargon
- Collaborative Workspace the Feng Shui of e20 https://www.google.com/search?q=collaborative+workspaces&hl=en&client=firefox-a&hs=SUC&rls=org.mozilla:en-US:official&prmd=imvns&tbm=isch&tbo=u&source=univ&sa=X&ei=IVTmTvzCK6OUiAKj4MTBBg&ved=0CIMBELAE&biw=1213&bih=1240
- Get Satisfaction Office Photos http://www.flickr.com/photos/servicesphere/sets/72157626960305649/
- Friends, Fans and Followers change the follow information
- Wendy Lea’s History (http://www.linkedin.com/in/wendylea
- CRM started with an INSIDE out way of functioning
- 2007 Launch to help create unique connections with their customers online
- Customers come and feel open, like a local coffee shop
- Social just means “Be consumer friendly”
- Just don’t hand OVER Social to MARKETING
- This is a TIME FOR SERVICE PROFESSIONALS to come forward
- Social Systems amplify the mantra of “Customer Service is the new Marketing”
- ZDNet Interview, Be where your customers are http://www.zdnet.com/blog/btl/wendy-lea-online-customer-service-is-the-new-marketing/64098
- Incident management vs. Engagement Platform (SocialIT) http://twitter.com/#!/search/%23socialit
- SaaS AND Facebook Integration! http://getsatisfaction.com/partners/facebook
- Get Satisfaction on Mobile http://getsatisfaction.com/explore/mobile
- If you don’t have a presence in FACEBOOK you need to HURRY UP!
- Hire JOURNALISM major for your Support DESK!
- Social puts language in a different light.
- Give Praise, Ask A Question, Report a Problem, Offer an Idea
- Get Satisfaction a SMAK http://getsatisfaction.com/smak
- Customer Satisfaction was the back end of the value chain, Bad Product, Bad Sales
- We tried to make it cool by putting people in headsets, but no one wants to be constrained like that!
- “Customers WANT to participate in the business”
- ICMI in Dallas http://www.icmi.com/CCDemo
- Get Satisfaction for Teams and Collaboration?
- Interdependency of need is the basis of collaboration.
- Could be technology stack to measure someone’s engagement activity