I can't get no FUTURE satisfaction? - ITSM WEEKLY THE PODCAST (EPISODE 79)

I can't get no FUTURE satisfaction? 

 What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!

Your Hosts:  Chris Dancy, Matthew Hooper and Matt Beran (twitter #ITSMWP)

Guest:  Wendy Lea, CEO of Get Satisfaction 

Submit Questions:  Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP

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

Show

• 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

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