Unsocial and social customer service
If you’re struggling to make the case for social customer service, here is an overview of the situation to spark your colleagues’ interest.
Customer service as cost-centre
Traditional management regards customer service as a cost-centre. Why? Well, a customer is …
An open letter to Paul Polman, Unilever
I love Unilever’s vision. I believe it is important in our world. And I believe that the opportunities and challenges we grapple with in the e2.0 / socbiz / futureofwork / responsive org communities will be critical in its pursuit.…


