Groundswell

Searching What You Say: The Forum Search Engine

Google may be one of the greatest innovations of the decade, but one could argue there’s a lot of clutter. Smaller, more niche search engines are popping up to cut through all the flotsam. One such site is Twing, a search engine ...READ»

Customer Altruism: A Complaint Really Is A Gift

It is against our nature to respond receptively to complaints. At their base, complaints are alerts that we (or our business) are unsatisfactory and often are requests to change our behavior. People usually don't like being ...READ»

The Future of Groundswell

In the book, Groundswell: Winning in a World Transformed by Social Technologies Charlene Li and Josh Bernoff write about how social media -- blogs, wikis, Facebook -- has impacted the way customer's interact with your brands. These elements of a social phenomenon -- the groundswell -- has created a permanent, long-lasting shift in the way the world works. Most companies see it as a threat. You can see it as an opportunity.READ»

• Charlene Li on Flaming Laptops, Sleeping Technicians, and the Streisand Effect

Charlene Li on Flaming Laptops, Sleeping Technicians, and the Streisand Effect

Fast Interview: The author talks about why power is shifting from companies to people and why trying to stop it is like "trying to take pee out of a pool."READ»

• The Future of Groundswell
• 9 Social Networks That Aren't for Everyone

ROI Of Social Media For Gen Y Audiences (And How To Convince Your Boss)

Generation Y - roughly those aged 13-29 - are among the strongest consumers and influencers. And while social media like Facebook, delicious, and Flickr have garnered media attention, many businesses are still wary of dipping a ...READ»