CDS Global Blog - Latest Comments

Re: CDS Global Meets The Woz

Nicole Crain — Fri, 11 May 2012 11:09:55 -0000

Awesome! Such a great experience. Thanks for sharing details about your day with us!

Re: Customer Service: Not Just Social, Emotional

Ulkoistettu Asiakaspalvelu — Thu, 22 Mar 2012 02:25:17 -0000

Now i understand what is your blog is,Really a long video and long discussion but all in all it is great.

Re: Customer Service: Not Just Social, Emotional

briansolis — Tue, 07 Feb 2012 01:23:58 -0000

Thank you Aaron for watching...and reading this wonderful post. Change...is up to us.

Re: Customer Service: Not Just Social, Emotional

Xochi (sōchē) Adamé — Fri, 03 Feb 2012 16:13:52 -0000

So true @Sanjay: “There are many challenges to overcome before this becomes reality.” My head is definitely spinning with where we’re going as consumers, and where companies are going with their customer service. Yep, huge challenges, but just think of the character these companies are building in the process! Personally, I find the implications incredibly exciting :) …And kudos to Solis for his ability to so accurately see the forest from the trees as well as the intricate nuances our behavior reveals – refreshing. I’m not a cust serv professional myself, but I am an online and social consumer, and I thoroughly enjoyed reading The End of Business as Usual. I even made sure to give a copy to my CEO Malcolm Netburn, he’s loving it so far!

–Xochi

Re: Customer Service: Not Just Social, Emotional

Aaron Eden — Thu, 26 Jan 2012 13:03:55 -0000

This video is quite long, but it's worth the watch. Thanks for sharing it! I guess, we'll see change this time in how businesses use the Social Web to reach out to their customers, or they might as well see the 'end' of their brand-customer relationship ( and eventually, their biz ).

Re: Customer Service: Not Just Social, Emotional

Dr. Rae — Tue, 24 Jan 2012 17:48:49 -0000

Thank you Xochi for your awesome account of what is needed for "customer service" to be responsive to "consumer experience."

Being a trusted advisor rather than a transactional server has the emotional component of empathy the consumer is asking for, and requires.

I applaud you, and Brian for keeping this in the forefront of "the end of business as usual."

Re: Customer Service: Not Just Social, Emotional

Caroline — Tue, 24 Jan 2012 16:53:14 -0000

Nice post, Xochi! I really liked the part about the new consumer as an 'audience with an audience of audiences' - makes complete sense from my experience in moderating customer service inquiries. Also agree that it's best to try to address the customer's question within the context they ask it. Sometimes the response is too detailed or difficult to explain in a short digestible format via social platforms so I have asked users to email our 'Facebook Support' inbox when we can't provide a public satisfactory response.

Re: Customer Service: Not Just Social, Emotional

Sanjay Shetty — Tue, 24 Jan 2012 06:25:40 -0000

Nice article, Interesting thoughts.

The challenge which most organizations face is evolving themselves and changing their internal cultures.

Traditionally, marketing has been focussed on getting new customers. Customer services teams have had the responsibility of providing value.

However organizations and the marketers now have to realize that they have to evolve and up their game and work along with their customer service teams to help customers enjoy the products and services they’ve bought, and collaborate with customers to co-create new products and services and leverage the strengths of these co-creators of your brand. (Yeah it's a mouth full I know :-)

There are many challenges to overcome before this becomes reality.

IBM recently did an extensive study it's intense, 72 pages totally, and I've kind of visualized the key takeaways, http://bit.ly/IBMCMOVisual would love to hear your thoughts.

Regards,

Sanjay Shetty

Re: Will you get an iPad? – 4.22.10

Aditya Barve — Wed, 14 Apr 2010 15:22:04 -0000

Thanks for the insight Shayne. That was my thought too. With the lack of flash support,absence of the camera and inability to multi task would make it fall short of having it as a primary device! But my guess this is just the start of many more interesting devices to be thrown into the world of ereaders or tablets !

Re: Notable Manners (Updated)

matthew shapoff — Sat, 10 Apr 2010 01:26:24 -0000

in regards to Qwerty, are you familiar with the term

EATOIN SHRDLU

from the days on linotype, same idea, just the first two rows of the most popular letters vertical on a keybaord

http://upload.wikimedia.org/wi...

Re: CDS Global to present at Audience Development Summit

Shayne Huston — Fri, 05 Mar 2010 14:25:39 -0000

The conference was very informative and the work that the AD Summit team performed was fantastic. Collaboration would be the word I would choose to describe this event. It was a pleasure to be a part of this event.

Re: Magazines – A Vital Medium

Jillian Gartner — Thu, 04 Mar 2010 17:18:26 -0000

Thank you, Margaret. It's pretty neat how five powerful publishing executives have come together to share the vitality of the magazine industry.

Re: Magazines – A Vital Medium

Margaret — Thu, 04 Mar 2010 17:11:05 -0000

Couldn't have said it better myself. Long live magazines!

Re: Future of eReaders

Shayne Huston — Wed, 06 Jan 2010 17:26:55 -0000

Thanks Ed.

I believe that using them in the work environment will require easier ability to take notes with them. This process still seems less than natural.

I would also like to hear from you on how you feel society will accept devices like this being used in meeting. Blackberries, iPhones, etc. can tend to have a negative view in meetings as people tend to think you are not paying attention, even if you are taking notes.

This is talked about in this link as well: http://www.cds-global.com/blog...

Re: Future of eReaders

Ed Swartz — Wed, 06 Jan 2010 14:25:44 -0000

Nice, well thought out post!
eReaders are trying to elbow their way in on the "screen continuum" that runs from iPods (personal and intimate) to JumboTrons (public and communal) with PCs and TVs in between. What's interesting is that they are doing this almost exclusively for the home market. I think there will be a good market for using the eReader form factor at work as well.
I know you have been an early adopter, bleeding edge, tablet toter for awhile. If eReaders take off (and Amazon has definitely helped them taxi to the runway)then people will begin to take them into the workplace and use them on corporate networks to exchange "handwritten notes," present ideas (i.e., PPT presentations where you now need a projector and someone from IT with AV aptitude) and read/write communications outside of their workspace.
Very exciting indeed!

Re: Transition into the “Real World”

Jillian Gartner — Fri, 14 Aug 2009 16:30:49 -0000

Emily,

Thank you for your kind words. You are correct, I have completed my internship and graduated in May with a BSBA-Marketing from Drake University. Fortunately I was hired into a full-time position as a Marketing Specialist for CDS Global, and have the opportunity to take my education and skills I acquired as an intern to the next level. As stated in my blog, I still strongly believe that maintaining a "can-do" attitude is highly significant in achieving tasks and gaining respect in the professional world.

Re: Transition into the “Real World”

Emily — Thu, 13 Aug 2009 17:48:52 -0000

Hi Jillian -- I recently stumbled across your blog posting. (And I imagine that you've already completed your internship and graduated. To which I offer my hugest congratulations!) I think that you make some really excellent points: without a doubt attitude and work ethic go a really long way in the real world. Personally though, I think that the ability to be kind and patient with myself was an unrecognized tool which honing helps ease transition difficulties. Change happens and often there are unexpected aftershocks. Learning to approach myself with the same forgivenss and open mind that I give others has been extremely helpful. Best of luck!

Re: Unique Opportunity for CDS Global clients

Emele — Sun, 28 Jun 2009 03:21:51 -0000

yea man. pretty nice article. keep updating!

ICQ Download

Re: Transition into the “Real World”

Tom Reed — Thu, 28 May 2009 12:43:36 -0000

I love your three mindset statements:

Why not?
(Instead of “Why?”)
I’m excited to learn…
(As opposed to, “I don’t know how…”)
Think of the opportunities…
(As opposed to, “This is a waste of time.”)

Tom Reed

Re: Is Sales from Mars, and Marketing from Venus?

Leah Wake — Wed, 28 Jan 2009 16:57:15 -0000

Jillian,
your insight into this subject is fascinating. I appreciate you taking the time to explore this topic- it's important that people understand the difference between marketing and sales. Marketing is not sales! As a marketing student and soon-to-be marketing professional, I applaud you.
Thank you,
Leah Wake

Re: Is Sales from Mars, and Marketing from Venus?

Joe Phlebets — Fri, 23 Jan 2009 18:38:39 -0000

Sounds like this intern has it together!

Re: Any good conferences lately?

Pat Cauley — Thu, 15 Jan 2009 00:03:16 -0000

Why don't you check out ERA's upcoming eRetailer Summit in Miami! It has the perfect blend of digital/web related sessions, while also retaining its direct response roots.

http://www.eretailersummit.org...

Re: Take a Crack at Social Media

Steve Rockwell — Wed, 07 Jan 2009 17:15:12 -0000

Jillian,

I have tried a few social networking/Web 2.0 offerings and came away with a good feeling towards migrating to that platform to assist our business in growing and becoming more efficient. We are utilizing a company called CustomerVision to assist in knowledge management as well as their "ask the expert" functions. We are using their product for our intranet site. CustomerVision has been outstanding in understanding the overall business needs and assisting in getting our organization up and running.

Steve Rockwell
VP of Operations
Quiktron, Inc.

Re: Visit me at DMA in Las Vegas!

Shannon — Mon, 03 Nov 2008 19:22:08 -0000

Hi There,
I work for your Canadian Division in Markham. In a previous life I had the good fortune of working all the DMA show's -- would be great to Market to both US and Canadian potential clients going forward. On-Demand is asked for continually here in Canada- rates have been an issue to date, maybe with the way things are going we can all gain from sharing the knowledge.

Re: Strategic Partner insight at its finest

Richard Duncan — Wed, 03 Sep 2008 14:45:41 -0000

This year was my 2nd year at Seminar and I always enjoy myself and getting to spend time with the CDS folks. I feel that Seminar is a very valuable meeting and I come away from it having learned some new piece of knowledge and had fun learning it in the process.

My only complaint is that the sessions being offered were not titled correctly. I think someone was trying to make the session titles all have a theme or make them sound more interesting than what they are, but a lot of people ended up showing up for meetings and finding out that the topic didn't relate to them at all. For example, I signed up for "Effective Donor Interaction: Acquiring, Retaining, Sustaining and Growing your Donor Base". This meeting was actually for people soliciting money donations and not gift subscriptions. We were told about this at the very beginning and most of the room left. I ran to "Reaching, Retaining, and Reviewing your Subscribers" thinking that this was going to be a marketing based session but it was actually about change of address programs and getting more accurate addresses through the various methods.

Another one of my sessions was "REACT to Further Business" which I was hoping would be an update on what things are happing with REACT, any changes that are being made, etc. But the whole session was like a training session where we were lead through how to read a report and which reports to choose based on what information we wanted to see. This just felt more like a presentation that was better suited for FACTS and that for Seminar it should be more of a users group meeting.

Other than that, I absolutely loved the presentation by Dr. Flint McGlaughlin on landing page optimization as well as the session on "Retention, Segmentation and Branding". Both were very insightful presentations and actually made me excited about wanting to make changes to our current programs.

I know you don't have too much control over the food but Marriott just has a reputation of having horrible food service. I like their hotel and everything, but I've had previous experiences with Marriott as they ran the cafeteria at my college and the food standards didn't seem to have changed from those days to now. I did really enjoy the loaded baked potato salad at lunch one day though and the closing session dinner was good too - much better than the same dinner from 2007!