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• Oracle at The Forrester Customer Intelligence and Marketing Leadership Forums

  - by Christie Flanagan

  The Forrester Customer Intelligence Forum and the Forrester Marketing Leadership Forums will soon be here.  This year’s events will be co-located on April 18-19 at the J.W. Marriott at the L.A. Live entertainment complex in downtown Los Angeles.  Last year’s Marketing Forum was quite memorable for me.  You see, while Forrester analysts and business marketers were busy mingling over at the Marriott, another marketing powerhouse was taking up residence a few feet away at The Staples Center.  That’s right folks. Lada Gaga was coming to town.  And, as I came to learn, it made perfect sense for Lady Gaga and her legions of fans to be sharing a small patch of downtown L.A. with marketing leaders from all over the world.  After all, whether you like Lady Gaga or not, what pop star in recent memory has done more to build herself into a brand and to create an engaging, social and interactive customer experience for her Little Monsters?  While Lady Gaga won’t be back in town for this year’s Forrester events, there are still plenty of compelling reasons to make the trip out to Los Angeles.   The theme for The Forrester Customer Intelligence and Marketing Leadership Forums this year is “From Cool To Critical: Creating Engagement In The Age Of The Customer” and will tackle the important questions about how marketers can survive and thrive in the age of the empowered customer: •    How can you assess consumer uptake of new innovations?•    How do you build deep customer knowledge to drive competitive advantage?•    How do you drive deep, personalized customer engagement?•    What is more valuable — eyeballs or engagement?•    How do business customers engage in new media types?•    How can you tie social data to corporate data?•    Who should lead the movement to customer obsession?•    How should you shift your planning and measurement approaches to accommodate more data and a higher signal-to-noise ratio?•    What role does technology play in customizing and synchronizing marketing efforts across channels?As a platinum sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forums.  Here are some of the highlights:Oracle Speaking SessionThursday, April 19, 9:15am – 9:55amMaximize Customer Engagement and Retention with Integrated Marketing & LoyaltyMelissa Boxer, Vice President, Oracle CRM Marketing & LoyaltyCustomers expect to interact with your company, brand and products in more ways than ever before.   New devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. While Marketing's objectives (attract, convert, retain) remain fundamentally the same, your approach and tools must adapt quickly to succeed in this more complex, cross-channel world. Hear how leading brands are using Oracle's integrated marketing and loyalty solutions to maximize customer engagement and retention through better planning, execution, and measurement of synchronized cross-channel marketing initiatives.Solution ShowcaseWednesday, April 1810:20am – 11:50am 12:30pm – 1:30pm2:55pm – 3:40pmThursday, April 199:55am – 10:40am12:00pm – 1:00pmSolution Showcase & Networking ReceptionWednesday, April 185:10pm – 6:20pmBe sure to follow the #webcenter hashtag for updates on these events.  And for a more considered perspective on what Lady Gaga can teach businesses about branding and customer experience, check out Denise Lee Yohn’s post, Lessons from Lady Gaga from the Brand as Business Bites blog.

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• The Social Content Conundrum

  - by Mike Stiles

  Here’s the social content conundrum: people who are not entertainers are being asked to entertain. Despite a world of skilled MBAs, marketing savants, technological innovators, analysts, social strategists and consultants, every development in social for brands keeps boomeranging right back to the same unavoidable truth. Success hinges on having content creators who know how to entertain the target audience. You can’t make this all about business-processes. You can’t make this all about technology, though data is critical and helps inform content. This is about having human beings who know the audience, know what they’d love to see, and can create the magic that will draw and hold them. Since showing up in the News Feed is critical for exposition and engagement, and since social ads primarily serve to amplify content that’s performing well, I’m comfortable saying content creators are becoming exponentially recruited and valued. They will no longer be commodities. They’ll be your stars. Social has fundamentally changed the relationship between brand and consumer. No longer can the customer be told to sit down, shut up, and listen to our ads. It’s now all about what consumers are willing to watch or read. Their patience for subjecting themselves to material they aren’t interested in is waning. Therefore, brands must now be producers of entertainment and information content, not merely placers of ads within someone else’s content. Social has given you a huge stage, with an audience sitting out there waiting to see what you’re going to do. What are you putting on that stage? For most corporate environments, entertaining is alien. It’s risky and subjective. Most operate around two foundational principles: control and fear. To entertain and inform with branded content, some control has to go. You control the product. Past that, control is being transferred into the hands of the consumer. The “fear first” culture also has to yield. If you strive to never make waves, you will move absolutely nothing. Because most corporations don’t house entertainers, they must be found then trusted. They’re usually a little weird. The ideas they’ll bring may seem “out there.” But like any business professional, they’ve gone through the training and experiences that make them uniquely good at what they do, even if you don’t quite understand them. It’s okay. It’s what the audience thinks that matters. Get it right, and you’ll be generating one ambassador after another who’s proud to be identified with the brand and will regularly consume and share your content. Entertainment entities are able to shape our culture and succeed beyond their wildest dreams by being beholden to one thing…what the public likes and wants. When brands put the same emphasis on crowd-pleasing content, they too will enjoy brand fame the likes of which they’ve never seen. The stage is yours. Now get out there and go for that applause.

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• How do I make a grouped select box grouped by a column for a given model in Formtastic for Rails?

  - by jklina

  In my Rails project I'm using Formtastic to manage my forms. I have a model, Tags, with a column, "group". The group column is just a simple hardcoded way to organize my tags. I will post my Tag model class so you can see how it's organized class Tag < ActiveRecord::Base class Group BRAND = 1 SEASON = 2 OCCASION = 3 CONDITION = 4 SUBCATEGORY = 5 end has_many :taggings, :dependent => :destroy has_many :plaggs, :through => :taggings has_many :monitorings, :as => :monitorizable validates_presence_of :name, :group validates_uniqueness_of :name, :case_sensitive => false def self.brands(options = {}) self.all({ :conditions => { :group => Group::BRAND } }.merge(options)) end def self.seasons(options = {}) self.all({ :conditions => { :group => Group::SEASON } }.merge(options)) end def self.occasions(options = {}) self.all({ :conditions => { :group => Group::OCCASION } }.merge(options)) end def self.conditions(options = {}) self.all({ :conditions => { :group => Group::CONDITION } }.merge(options)) end def self.subcategories(options = {}) self.all({ :conditions => { :group => Group::SUBCATEGORY } }.merge(options)) end def self.non_brands(options = {}) self.all({ :conditions => [ "`group` != ? AND `group` != ?", Tag::Group::SUBCATEGORY, Tag::Group::BRAND] }.merge(options)) end end My goal is to use Formtastic to provide a grouped multiselect box, grouped by the column, "group" with the tags that are returned from the non_brands method. I have tried the following: = f.input :tags, :required => false, :as => :select, :input_html => { :multiple => true }, :collection => tags, :selected => sel_tags, :group_by => :group, :prompt => false But I receive the following error: (undefined method `klass' for nil:NilClass) Any ideas where I'm going wrong? Thanks for looking :]

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• jQuery Ajax loads URL multiple times, how do I unbind/rebind properly?

  - by gmoz22

  I load a SELECT element via Ajax (list of brands), get its selected value (brand id) and load another SELECT via another Ajax URL (list of templates for currently selected brand). Here's my code: $(document).ready( function() { // DO NOT cache Ajax calls $.ajaxSetup ({ cache: false }); // loader var ajax_load = "Loading..."; // Brands List URL var loadBrandUrl = "getBrandsList.php"; // Templates List URL var loadTemplateUrl = "getTemplatesList.php"; $("#brandslistSelect").html(ajax_load).load(loadBrandUrl) .ajaxComplete(function(){ // Brands select loaded /* Load Templates SELECT the first time since no .change() has happened */ var selectedBrand = $("#brandslistSelect option:selected").attr("value"); // get the value console.log(selectedBrand); // Log selected brand to console // get Templates select, commented for now since it does an infinite loop // $("#templateslistSelect").html(ajax_load).load(loadTemplateUrl, { BrandId: selectedBrand } ); /* End initial load template */ /* On interaction with the Brands SELECT */ $("#brandslistSelect").change(function () { // on interaction with select selectedBrand = $("#brandslistSelect option:selected").attr("value"); // get the value // get Templates SELECT $("#templateslistSelect").html(ajax_load).load(loadTemplateUrl, { BrandId: selectedBrand } ) }); /* End interaction with the Brands SELECT */ }); }); It returns selectedBrand in the console 3 times : selectedBrand = undefined selectedBrand = undefined selectedBrand = 101 Now, if I uncomment the following line, same output as above but it also loads the templates URL indefinitely : // $("#templateslistSelect").html(ajax_load).load(loadTemplateUrl, { BrandId: selectedBrand } ); Any idea how I could modify this code to make it work as intended? Thanks for your help stackOverflow community!

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• What else I must do allow my method to handle any type of objects

  - by NewHelpNeeder

  So to allow any type object I must use generics in my code. I have rewrote this method to do so, but then when I create an object, for example Milk, it won't let me pass it to my method. Ether there's something wrong with my generic revision, or Milk object I created is not good. How should I pass my object correctly and add it to linked list? This is a method that causes error when I insert an item: public void insertFirst(T dd) // insert at front of list { Link newLink = new Link(dd); // make new link if( isEmpty() ) // if empty list, last = newLink; // newLink <-- last else first.previous = newLink; // newLink <-- old first newLink.next = first; // newLink --> old first first = newLink; // first --> newLink } This is my class I try to insert into linked list: class Milk { String brand; double size; double price; Milk(String a, double b, double c) { brand = a; size = b; price = c; } } This is test method to insert the data: public static void main(String[] args) { // make a new list DoublyLinkedList theList = new DoublyLinkedList(); // this causes: // The method insertFirst(Comparable) in the type DoublyLinkedList is not applicable for the arguments (Milk) theList.insertFirst(new Milk("brand", 1, 2)); // insert at front theList.displayForward(); // display list forward theList.displayBackward(); // display list backward } // end main() } // end class DoublyLinkedApp Declarations: class Link<T extends Comparable<T>> {} class DoublyLinkedList<T extends Comparable<T>> {}

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• Php Syntax Error

  - by Jeff Cameron

  I'm trying to update a table in php and I keep getting syntax errors. Here's what I've got: if (isset($_POST['inspect'])) { // get gis_id from pole table to update fm_poles $sql = "select gis_id from poles where pole_number = '".$_GET['polenumber']."'"; $rs = pg_query($sql) or die('Query failed: ' . pg_last_error()); $gisid = $row['gis_id']; pg_free_result($rs); // update fm_poles $sql = "update fm_poles set inspect ='".$_POST['inspect']."',co_date = '".$_POST['co_date']."',size = '".$_POST['size']."',date = ".$_POST['date'].",brand ='".$_POST['brand']."',backspan = ".$_POST['backspan']." WHERE gis_id = ".$gisid.""; print $sql."<BR>\n"; $rs = pg_query($sql) or die('Query failed: ' . pg_last_error()); pg_free_result($rs); } This is the error it gives me: update fm_poles set inspect ='20120208',co_date = '20030710',size = '30-5',date = 0,brand ='test',backspan = 300 WHERE gis_id = The error message: Query failed: ERROR: syntax error at end of input at character 129

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• ASP.NET Web Server Hardware Configuration

  - by Santa Te Banta

  I'm planning on deploying my ASP.NET Web app in the production environment using a Windows Server 2003 machine. But I know nothing about the CPU brand names and what's best. I know 4 GB RAM, with anything over 3 GHz clock speed will be a good bet and will serve a large number of users. But tell me what's the latest and greatest processor brand-names for running a Windows Server 2003 OS today? And what edition of the Windows 2003 Server do I need out of the following, if I have to run a website to support about 100,000 (a hundred thousand) users, 60% of who are expected to be online at all times? Web Edition Standard Enterprise Datacenter source: http://en.wikipedia.org/wiki/Windows_Server_2003 The article says that the Web edition can only support up to 2 GB of RAM. Will that be sufficient for the above user population?

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• Selinux interfering with vboxwebsrv or phpvirtualbox

  - by Mike W

  I have a brand new installation of Fedora 18, with a brand new installation of Virtualbox 4.2. I have spent a painful few hours trying to get phpVirtualBox working. Apache 2.4 and PHP 5.4 are installed, along with the phpVirtualBox software. Attempting to access phpVirtualBox allowed me to login, but then I'd have a prolonged wait until an 'Error fetching HTTP headers' message appeared. Finally, I set SeLinux to permissive, and Bingo! things start to work. For some reason the SeLinux Troubleshooter isn't flagging any messages from SeLinux, I don't know what to look for now. This is a development box so I could leave SeLinux set to permissive but I will need to make this work in anger on the next project. My question, then, is this: What changes to SeLinux policies do I need to make to allow phpVirtualBox and vboxwebsrv to work together? If there's more information I can post that will assist I'll gladly post it - just let me know what it is.

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• UPS and power strip interactions?

  - by chaos

  Sometimes I hear that you shouldn't plug (UPS brand X / any UPS) into (power strip brand X / any power strip) because of some interaction leading to poorly conditioned power, reduced battery life, massive explosions spattering the room with battery acid, and so on. Sometimes I hear that it's the power strip that you shouldn't plug into the UPS. What I haven't gotten is a clear idea of how reliable these recommendations are or how generally/specifically they apply. Can anyone speak precisely and non-urban-legendfully on these UPS and power strip interactions, if there are in fact ones worth thinking about?

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• is there software that can fill in forms on the Internet, automatically and if so, what kind of server would work best [closed]

  - by Stevew51

  Possible Duplicate: Firefox Form Fill Add On I have been looking to get into that fill in forms for cash type job/business. I have been searching for software that can do the job automatically. I guess some sort of copy and paste I have been told that there is software for everything. I need software that can fill in forms on the Internet automatically. And if so, what kind of server works best. Not what brand what kind of server.I am not sure if you understand what I am looking for. I am looking for software they can take information from a business site and automatically place it in a form on that same site.I am not asking, what brand I should buy, what kind of server is it.

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• How to get Windows 7 logon wallpaper to tile to other monitors?

  - by Oskar Duveborn

  In 2000/XP/Vista it was easy to set a wallpaper for the logon screen, either manually through tools like Logonstudio or simple registry changes by hand on prepared installation images or through custom group policies. In Windows 7 all this works as usual, but the secondary (or any additional) monitor is just black. The mouse pointer is visible on it but no matter what settings I can't get the wallpaper to tile (or stretch or fill or whatever) over onto it. This makes it hard to OEM/company brand the installation for multi-monitor users. More annoying is the fact that it looks officially supported to brand the logon wallpaper in Windows 7 - as it's made extremely easy... apart from this little catch.

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• Why is Apple System Image Utility so slow?

  - by Jon Rhoades

  I'm using Apple System Image Utility (SIU) on Snow Leopard 10.6.2 and I am rather disturbed it takes over Three hours to make a Netrestore or Netboot image. I'm using as the donor machine a brand new iMac and as the imaging machine a brand new iMac connected using target disk mode & Firewire 800. The hard drive size and subsequent image is about 8GB. To restore the image over the network takes about 4 minutes. Given that Norton Ghost will take an image in about 5 minutes (or less on newer machines) over USB2, why is the Mac over an order of magnitude slower?

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• Is there a way to batch create DNS slave zones on a new slave DNS server?

  - by Josh

  I currently have a DNS server which is serving as a master DNS server for a number of our domains. I want to set up a brand new secondary DNS server. Is there any way I can automatically have BIND on the new server act as a secondary for all the domains on the primary server? In case it matters, I have Webmin on the primary server. I believe Webmin has an option to create a zone as a secondary on another server when creating a new master zone on one server, but I don;t know of any way to batch create secondary zones for a number of existing master zones. Maybe I'm missing something. Is there a way to "batch create" DNS slave zones on a brand new slave DNS server for all the DNS zones on an existing master?

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• FDE with DiskCryptor V1 (TRIM Support) on Crucial M4 SSD on W7 x64 - Unpartitioned Space?

  - by JamesM

  I have a new Alienware m11 laptop with a brand new Crucial M4 128GB SSD. I have installed the SSD but not used it yet. I am thinking of using FDE with DiskCryptor 1.0.732.111. I will install Win7 Pro x64. I have read about support for TRIM in v1.0.732.111 but also about leaving unpartitioned space. My SSD drive, 'Crucual M4' does not have a manufacturer built-in reserve like other drives. My questions are: Should I leave some free unpartitioned space with v1 of DC and W7x64 even though it will support TRIM or should I not do this? Should I install DC v1 first or after installing Windows 7 (assuming it is brand new, never been used SSD)?

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• Complete Apple Powerbook G4 format without disk

  - by Sam

  I have gone through many sites to look for the exact answer. However I failed. What I want: To completely format my Powerbook G4 to factory or brand new without any DVD/CD or Disk/Disc I am not worried about ethical or un-ethical way. I just need to format the entire Powerbook G4 to factory setting WITHOUT ANY DVD/CD/DISC/DISK so that It’s a brand new one. I am ready to do anything, but please don’t advice me on buying or download the MAC OS 10.5 Leopard from torrent or blah blah.

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• Anyone have any experience with bargain laptop batteries?

  - by chris

  I've got an oldish D820 that's got a 100% dead battery. I know that I could, in theory, take it apart and replace bad cells in the battery. I'm not really comfortable with doing that. I also know that there are various places that sell replacement batteries for 20% to 80% of the cost that Dell would charge. Does anyone have any experiences with buying more than a couple of these off-brand batteries? If a battery goes boom, it could be really ugly, so I'd rather not risk it, but at the same time, the dell batteries are really expensive... Any opinions on these ebay / off-brand battery vendors? Thanks!

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• Excel Subtotal if adjacent column is not blank

  - by Head of Catering

  I'm trying to create a subtotal for a range that excludes rows that don't have a wholesale price. I have a range of products, prices and units that have subtotals by brand, although the brand subtotal is a sum and not a subtotal because the total needs to be displayed regardless of what the user chooses to filter. These subtotal rows do not have wholesale prices. Here is the sumif formula I'm using to calculate totals in the summary area above the range: =SUMIF(B5:B12, "", D5:D12) I need to have a subtotal formula that works the same way. Is there an equivalent to the sumif formula for subtotals? Or maybe a worksheet function I can use? I need to be able to do this without using VBA.

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• I Cannot connect to remote MySQL database using SSH tunnel

  - by Scott

  Brand new server, brand new MySQL 5.5 install on Ubuntu 12.04. I can log in to the database as root from the command line. I can log on via Navicat MySQL or Sequel Pro as root on port 3306 from my Mac. I cannot log in using an SSH tunnel to the server and then to the database as root. I have tried both localhost and 127.0.0.1 as server for the local connection part. My password is fine. root is currently defined at %, 127.0.0.1, and localhost. I have set up this same type of connection at least 30 times before and never had a problem. The SSH connection gets made with no problem, and then it just hangs trying to connect to the DB and finally times out. The only thing I changed in my.cnf was to comment out the bind-address = 127.0.0.1 line. Any help? Any Ideas?

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• Creating a new PC, need suggestions on parts [closed]

  - by zilentworld

  I want to build a new PC and went around PC Stores to ask for quotations with only some parts that i want and the rest are filled up by them. Here is the "best" i got Core i5 3550 4gb ram ddr3 (planning to get 8,no brand yet) 500gb hdd (no brand yet) GTX550Ti 1g DDR5 Asus P8H61 ATX Casing Here is what i have from my last PC: Huntkey green power 500w Hyper TX3 Evo I want a dual monitor pc which will be used mostly for gaming,programming and i do a lot of multitasking. Im not planning YET to OC my cpu but i will in the near future. So can i ask for suggestions on what to change on my list? my budget is about 800$ (including 2nd monitor)

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• jQuery hide/show with select tag

  - by Ozzy

  I'm relative new to jQuery and I've been asked to create a hide/show function with a select tag. The function pretty much would be when you click on one of the options in the select tag it will open a div associate with the div of course. To be honest I have no idea how approach this function. I need help urgently, I have already tried many online but none have seem to work. Find below the html code. Thanks. <div class="adwizard"> <select id="selectdrop" name="selectdrop" class="adwizard-bullet"> <option value="adwizard">AdWizard</option> <option value="collateral">Collateral Ordering Tool</option> <option value="ebrochure">eBrochures</option> <option value="brand">Brand Center</option> <option value="funtees">FunTees</option> </select> </div> <div class="panels"> <div id="adwizard" class="sub-box showhide"> <img src="../images/bookccl/img-adwizard.gif" width="95" height="24" alt="AdWizard" /> <p>Let Carnival help you grow your business with our great tools! Lor ipsum dolor sit amet. <a href="https://www.carnivaladwizard.com/home.asp">Learn More</a></p> </div> <div id="collateral" class="sub-box showhide"> <p>The Collateral Ordering Tool makes it easy for you to order destination brochures and the sales DVD for that upcoming event. <a href="http://carnival.litorders.com/workplace.asp">Learn More</a></p> </div> <div id="ebrochure" class="sub-box showhide"> <img src="../images/bookccl/img-ebrochure.gif" width="164" height="39" alt="Brochures" /> <p>Show your clients that you're listening to their specific vacation needs by delivering relevant planning info quickly. <a href="http://productiontrade.carnivalbrochures.com/start.aspx">Learn More</a></p> </div> <div id="brand" class="sub-box showhide"> <p>Carnival Brand Center is where you'll find information on our strategy, guidlines, templates and artwork. <a href="https://carnival.monigle2.net/user_info.asp?login_type=agent">Learn More</a></p> </div> <div id="funtees" class="sub-box showhide"> <img src="../images/bookccl/img-funtees.gif" width="164" height="39" alt="Funtees" /> <p>Create your very own Fun Design shirts to commemorate that special occasion aboard a Carnival "Fun Ship!" <a href="http://carnival.victorydyo.com/">Learn More</a></p> </div> </div><!-- ends .panel --> <a class="view" href="#">See All Marketing Tools</a> </div>

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• Which of CouchDB or MongoDB suits my needs?

  - by vonconrad

  Where I work, we use Ruby on Rails to create both backend and frontend applications. Usually, these applications interact with the same MySQL database. It works great for a majority of our data, but we have one situation which I would like to move to a NoSQL environment. We have clients, and our clients have what we call "inventories"--one or more of them. An inventory can have many thousands of items. This is currently done through two relational database tables, inventories and inventory_items. The problems start when two different inventories have different parameters: # Inventory item from inventory 1, televisions { inventory_id: 1 sku: 12345 name: Samsung LCD 40 inches model: 582903-4 brand: Samsung screen_size: 40 type: LCD price: 999.95 } # Inventory item from inventory 2, accomodation { inventory_id: 2 sku: 48cab23fa name: New York Hilton accomodation_type: hotel star_rating: 5 price_per_night: 395 } Since we obviously can't use brand or star_rating as the column name in inventory_items, our solution so far has been to use generic column names such as text_a, text_b, float_a, int_a, etc, and introduce a third table, inventory_schemas. The tables now look like this: # Inventory schema for inventory 1, televisions { inventory_id: 1 int_a: sku text_a: name text_b: model text_c: brand int_b: screen_size text_d: type float_a: price } # Inventory item from inventory 1, televisions { inventory_id: 1 int_a: 12345 text_a: Samsung LCD 40 inches text_b: 582903-4 text_c: Samsung int_a: 40 text_d: LCD float_a: 999.95 } This has worked well... up to a point. It's clunky, it's unintuitive and it lacks scalability. We have to devote resources to set up inventory schemas. Using separate tables is not an option. Enter NoSQL. With it, we could let each and every item have their own parameters and still store them together. From the research I've done, it certainly seems like a great alterative for this situation. Specifically, I've looked at CouchDB and MongoDB. Both look great. However, there are a few other bits and pieces we need to be able to do with our inventory: We need to be able to select items from only one (or several) inventories. We need to be able to filter items based on its parameters (eg. get all items from inventory 2 where type is 'hotel'). We need to be able to group items based on parameters (eg. get the lowest price from items in inventory 1 where brand is 'Samsung'). We need to (potentially) be able to retrieve thousands of items at a time. We need to be able to access the data from multiple applications; both backend (to process data) and frontend (to display data). Rapid bulk insertion is desired, though not required. Based on the structure, and the requirements, are either CouchDB or MongoDB suitable for us? If so, which one will be the best fit? Thanks for reading, and thanks in advance for answers. EDIT: One of the reasons I like CouchDB is that it would be possible for us in the frontend application to request data via JavaScript directly from the server after page load, and display the results without having to use any backend code whatsoever. This would lead to better page load and less server strain, as the fetching/processing of the data would be done client-side.

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• How Social Is Your Contact Center?

  - by Charles Knapp

  More than 75% of consumers have complained on a social site after a poor customer experience. Yet, 70% of companies have little understanding of the social media conversations about their brand. To deliver upon your brand promise, retain customers, and increase their lifetime value, you must deliver great customer experiences across social, mobile, phone, and chat channels. Siloed channels produce poor customer experiences. Social channels must integrate with the people, processes, technology, and traditional channels used to satisfy customers. The more effective a company’s social marketing, the greater the demand for effective social service. However, service is not a job for social marketers. It is a job for service specialists, focused on KPIs such as response time, first contact resolution, satisfaction, churn, retention, and customer lifetime value. Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs, and negligible return on investments. Service leaders should consider carefully how to integrate social channels with their current customer service and support people, processes, technology, and channels. Here is one company realizing success: the pre-integrated Oracle RightNow Social Experience “empowers our contact center operations by enabling our agents to join customer conversations that are happening on social sites like Twitter and Facebook and integrate those conversations into our overall multichannel customer engagement processes.” — Lisa Larson, Drugstore.com

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• What's the value of a Facebook fan?

  - by David Dorf

  In his blog posting titled "Why Each Facebook Fan Is Worth $2,000 to J. Crew," Joe Skorupa lays out a simplistic calculation for assigning a value to social media efforts within Facebook. While I don't believe the metric, at least its a metric that can be applied consistently. Trying to explain the ROI to management to start a program, then benchmarking to show progress isn't straightforward at all. Social media isn't really mature enough to have hard-and-fast rules around valuation (yet). When I'm asked by retailers how to measure social media efforts, I usually fess-up and say I can't show an ROI but the investment is so low you might was well take a risk. Intuitively, it just seems like a good way to interact with consumers, and since your competition is doing it, you better do it as well. Vitrue, a social media management company, has calculated a fan as being worth $3.60 per year based on impressions generated in Facebook's news feed. That means a fan base of 1 million translates into at least $3.6 million in equivalent media over a year. Don't believe that number either? Fine, Vitrue now has a tool that let's you adjust the earned media value of a fan. Jump over to http://evaluator.vitrue.com/ and enter your brand's Facebook URL to get an assessment of the current value and potential value. For fun, I compared Abercrombie & Fitch (1,077,480 fans), Gap (567,772 fans), and Wet Seal (294,479 fans). The image below shows the results assuming the default $5 earned media value for a fan. The calculation is more complicated than just counting fans. It also accounts for postings and comments. Its possible for a brand with fewer fans to have a higher value based on frequency and relevancy of posts. The tool gathers data via the Social Graph API for the past 30 days of activity. I'm not sure this tool assigns the correct value either, but hey, its a great start.

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• Elevating Customer Experience through Enterprise Social Networking

  - by john.brunswick

  I am not sure about most people, but I really dislike automated call center routing systems. They are impersonal and convey a sense that the company I am dealing with does not see the value of providing customer service that increases positive perception of their brand. By the time I am connected with a live support representative I am actually more frustrated than before I originally dialed. Each time a company interacts with its customers or prospects there is an opportunity to enhance that relationship. Technical enablers like call center routing systems can be a double edged sword - providing process efficiencies, but removing the human context of some interactions that can build a lot of long term value and create substantial repeat business. Certain web systems, available through "chat with a representative" now links on some web sites, provide a quick and easy way to get in touch with someone and cut down on help desk calls, but miss the opportunity to deliver an even more personal experience to customers and prospects. As more and more users head to the web for self-service and product information, the quality of this interaction becomes critical to supporting a company's brand image and viability. It takes very little effort to go a step further and elevate customer experience, without adding significant cost through social enterprise software technologies. Enterprise Social Networking Social networking technologies have slowly gained footholds in the enterprise, evolving from something that people may have been simply curious about, to tools that have started to provide tangible value in the enterprise. Much like instant messaging, once considered a toy in the enterprise, expertise search, blogs as communications tools, wikis for tacit knowledge sharing are all seeing adoption in a way that is directly applicable to the business and quickly adding value. So where does social networking come in when trying to enhance customer experience?

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• “Big Data” Is A Small Concept Unless You Can Apply It To The Customer Experience

  - by Michael Hylton

  There’s been a lot of recent talk in the industry about “big data”.  Much can be said about the importance of big data and the results from it, but you need to always consider the customer experience when analyzing and applying customer data. Personalization and merchandising drive the user experience.  Big data should enable you to gain valuable insight into each of your customers and apply that insight at the moment they are on your Web site, talking to one of your call center agents, or any other touchpoint.  While past customer experience is important, you need to combine that with what your customer is doing on your Web site now as well what they are doing and saying on social networking sites.  It’s key to have a 360 degree view of your customer across all of your touchpoints in order to provide that relevant and consistent experience that they come to expect when interacting with your brand. Big data can enable you to effectively market, merchandize, and recommend the right products to the right customers and the right time.  By taking customer data and applying it to product recommendations, you have an opportunity to gain a greater share of wallet through the cross-selling and up-selling of additional products and services.  You can also build sustaining loyalty programs to continue to engage with your customers throughout their long-term relationship with your brand.

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