OUR TAKE -  Beware of Mom Bikers Who Tweet     Lasting Impressions: Liberty without obedience is confusion, and obedience without liberty is slavery. - William Penn Now for something a little lighter but still relevant. Here's an example of the power of social media and the customer experience.   Did you see the story of the bike-riding mom denied at drive-through turns to Twitter? This mother of three doesn't own a car so she gets around Portland, Ore. on a custom-made stretch bike that fits all three of her children. During a drive-through visit to the local Burgerville, she was refused service for ordering from a bike.   She didn't go away quietly. She sent out a huffy tweet and posted her story on her blog. By the next day, the company apologized. In short order, the entire restaurant updated its policy. And it didn't stop there. The CEO of the $70 million burger chain wants biker mom to help in developing the new bike-through program. All that from a single tweet by a single person.   Will your organization receive a tweet today that will change the way you do business? It could be happening right now. That's my take. What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    5 Things You Need from Your Community Management Platform Social media and Enterprise 2.0 are changing the way companies define, manage and engage with communities. Today, employees, customers, partners and prospects are discussing brands, products and companies on a global scale. According to a recent report from the Altimeter Group, there were 50 million tweets a day on Twitter and time spent on Facebook increased by 10 percent in January 2010 alone. The challenge for community managers is figuring out how and when to engage with these conversations; internally and externally. The conversations will continue whether the enterprise chooses to engage or not.(DestinationCRM )   News:    Annual American Business Awards Crown Winners Shining a spotlight on the most outstanding executives, organizations and employees nationwide after a year in which the American economy began to see signs of recovery, The 2010 American Business Awards crowned this year's winners at a gala event in New York City. With more than 500 executives in attendance, The 2010 American Business Awards honored a diverse cross-section of American business people, corporations, non-profits, and government agencies reflecting every important aspect of business today, from: C-Suite executives to support staff; major public companies to emerging start-ups; customer services teams to corporate communicators. (Stevie Awards )   Article:    Social CRM - Stop The Hype! - Get Ready In the old ages of pre social media (can you believe any human being was able to breath and live during those dark ages) companies listened to customers through old fashioned channels such as surveys, focus groups, customer service lines, faxes and letters. In fact some people estimated the market research market to reach close to $40 billion annually. Listening to customers was not the issue, it was about acting on it. Executives continued to ignore or pay little attention to customer voices while running their organizations business as usual. That executive’s denial of the customer voice is not going away just because we added an “S” in front of the three letter acronyms CRM. The core issue is do we have a listening organization! Yes. customers discovered new channels of communication but these channels did not create more attuned-to-customers executives. We need more listening, not more voices and that is the challenge to transform social media voices or any other voices into action.(CustomerThink )   News:    ZenKraft Launches Its New App on Salesforce's ChatterExchange ZenKraft has launched its new app - Shipmate - on salesforce.com's ChatterExchange. Shipmate and Salesforce Chatter brings FedEx shipments into the real-time conversation. With the new Chatter capabilities in Shipmate, users can follow any shipment and receive real-time tracking updates on your Chatter feed, schedule your tracking updates to run in the background so your shipment status is always up-to-date; and ship FedEx packages to Leads, Contacts, Accounts, Opportunities or any custom object in Salesforce CRM or Force.com.(ZenKraft )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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