Wednesday, November 12, 2008

Tweet Tweet ! Your Company Has Flu...


I think I said this a good time ago now, but we are only barely using the Internet to track information that is socially useful. The BBC reports that Google is now helping map the spread of flu by tracking keyword searches.

Chis Barraclaugh, STL Partners at Telco2 last week had a great slide showing how all of Google's recent moves were investments in customer data.

Over at SAS Blog there was a nice back and forth on the strategic use of customer contact. It is so easy to forget that in large companies each section, dept, division wants to send messages, calls, letters to the end customer. These requests have be filtered, rated, and evaluated by the company itself.  Something in the back of my mind tells me that something this overall approach is ripe for some new thinking, like, here for instance. As if to reinforce this point, I saw the original SAS Blog entry because their SAS Magazine Editor is on Twitter, and she tweeted a link to the post.

Now what's with the pig? Well it goes to authenticity and two way value creation. I am a great believer that all customer interactions should be build to reduce the friction within the interaction, and should be seamlessly bound to the business process itself. We are on that journey here at VoiceSage.

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