Bruce Temkin, customer service expert and head of his own consulting firm, Temkin Group talks about his newest findings from his research. Formerly a Forrester Research expert, Temkin now is discussing what the current state of customers (broadly speaking) is. He looked at the megatrends affecting customer service over the next five years and has a prescription for success which he discusses. Within a few years, he believes social media won’t be a differentiator for businesses.
Brian Solis, social media guru tells how he qualifies a brand in the social media realm. He took a page from the world of psychology to define the voice, personality and criteria of a brand. Check out his book Engage! and learn what you need to do to establish the rules of engagement.