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Get Satisfaction, the CRM-plus-community company, is taking a step in a new direction today with the announcement of a new CEO and president. Rahul Sachdev, a LinkedIn veteran, actually served as a Get Sat advisor for several months before stepping into the chief executive and president role.
A customer community is a vital catalyst for businesses that want to differentiate based on customer experience.
High-tech B2B firm Extreme Networks recently launched a customer community. Its goals: to foster innovation, generate content, and drive customer service and support, according to Extreme Networks CMO Vala Afshar.
Last week’s webinar included Nathan Roth from Koodo Mobile, Wendy Lea, CEO of GetSatisfaction, Frank Eliason, Director of Global Social Media of Citi. It was a blast to welcome back Wendy and Frank, who had been speakers at The Social Shake-Up in September.
The entrepreneurial community is littered with boastful stories of the lengths that people will go to in order to be successful and the sacrifices they’ve made to get there. Legendary all nighters, making that first deal work by the skin of your teeth — all part of the romanticized side of starting your own business.
Get Satisfaction, a community platform for creating engaging customer experiences, today announced it has been selected by Extreme Networks, a leader in high-performance Ethernet switching for cloud, data center and mobile networks, to unleash the power of conversation and help the company align around the voice of the customer to drive innovation.
Social media has multiplied the reach of brands everywhere, but data shows that this is not the best place to build deep relationships with customers. Although exposure is great, customers want a brand they can trust and this trust is gained when customers are so satisfied that they want to tell the world. Social media is a great starting place for customers to discover a brand, but there is more work to be done after this point.
Consumers who are passionate about a product, service or brand are online and looking for information to support their needs and interests. With so many places available for consumers to come together and interact, communities play an essential role in collecting that information. According to Wendy Lea, CEO of Get Satisfaction (or as we like to call her the Queen of Community), communities should not be overlooked by marketer's today.
Building an active community around your business is today’s most efficient way of making a name for your startup company. One-time marketing campaigns only go so far to create interest for your products. When done right, community development, however, allows you to forge lifelong relationships with your customers.
It seems there is a new article almost every day talking about how CIOs and IT departments are fighting to maintain relevance in our changing economy and technology landscape.
It’s an age where customers are used to having all of the answers at their fingertips—just a Web search away. And, some believe that may be a better alternative to picking up the phone to call customer service.
Social forum provider Get Satisfaction has debuted a responsive design layout, dropped its free version, and refocused itself around the user generated content its community spaces help foster.
OK, I could have titled this post "Social CRM is Dead." But that wouldn't be right, because I already said that two years ago.
I've been following developments at Get Satisfaction for the past couple of years, ever since Wendy Lea -- a friend from my days as a PRM consultant -- became CEO. The company essentially followed the Salesforce.com model, providing a SaaS solution for online communities.
Get Satisfaction, the community software platform for companies, is unveiling a new look today as it strives to help its clients “differentiate on customer experience”.
Lea says that in the startup world, building a company with strong values is more important than focusing on making profits. Making money your main priority will only end up putting a damper on your creativity and in the startup world creativity is a must. It will help you to come up with new approaches to solving the obstacles you are bound to face as an entrepreneur. Don't let the obsession with making money stop you from becoming more personable as well. In a small company, your employees need you more than ever. Tackling the problems you see in your team immediately will send out the message that you care about the general well-being of the group.
Wendy Lea, CEO, Get Satisfaction. Proudest accomplishment: Investing in the education for my eight nieces and nephews. Female role model: My mom, Hillary Clinton, and Heidi Roizen. How to help women advance: Actively speak at conferences on the subject. Stay available and accessible to female entrepreneurs, daughters of my friends and my employees too. I tithe 10 percent of my week to helping others.
This interview with Wendy Lea, chief executive of Get Satisfaction, a customer experience platform, was conducted and condensed by Adam Bryant.
Get Satisfaction, a community platform for creating engaging customer experiences, today announced that Jeff Campbell has joined the company as vice president of sales.
The video features Wendy Lea – CEO of Get Satisfaction the successful social commerce company providing platforms and services enabling brands to give a voice to their customers on social media channels or via self hosted online forums.
When Wendy S. Lea joined Get Satisfaction, it was just a 12-person team in a tiny office in San Francisco. “I fell in love immediately — we were taking traditional customer relationship management software and turning it on its head,” she told me.
The startup has benefited from Lea’s experience and contacts from large companies, like Oracle and Acclivus Solutions. As a fifty something executive, she’s independently wealthy, but she’s nowhere near ready to slow down. “I’ve worked 15 hours a day for 15 years,” she said. “But, to borrow from the late Steve Jobs, I want to make a dent in the universe.”
The panel kicked off with Ekaterina Walter, Social Media Innovator, Intel discussing the convergence of paid, owned, and earned, and was immediately followed by myself; Wendy Lea, CEO, Get Satisfaction; Jascha Kaykas-Wolff, CMO, Mindjet; and Wayne St. Amand, VP of Marketing, Crimson Hexagon.
Wendy Lea of Get Satisfaction, a helpdesk and customer community tool, reiterated how important it was to use the earned media you already have right in your back pocket: customer feedback.
Azita Martin, VP of Marketing at Get Satisfaction @AzitaMartin
As captured in a recent Get Satisfaction (News - Alert) E-Book, “By limiting your customers to e-mail or phone support as your only or most obvious customer service option, you are likely to deliver a poor customer experience and lose business as a result. The good news is the black hole of death is far from your only cost-effective option!”
“It's important to understand the kind of change that’s happened to the way people want to interact with each other and with companies, brought about by the ubiquitous hyper-connectivity created by the Internet and the subsequent growth of the social Web,” Michael Fauscette, group VP of IDC's (News - Alert) Software Business Solutions told customer engagement solutions provider Get Satisfaction (News -Alert) in a recent white paper. “With the consumerization of IT and the rise of the social Web, the way people interact online has changed dramatically and we see those expectations creating customers that want to interact with companies in a more personal, conversational way.”
Hats off to the team over at Get Satisfaction. They just released a very cool infographic in light of Community Manager Appreciation Day. Make no mistake, community managers must be considered a strategic imperative for business today as they do so much more than post content and respond to questions.
Jonathan Clay, vice president of operations at Get Satisfaction, said the CloudCheckr service gives the company a single portal with which to monitor usage and spending with reporting features. It also provides recommendations around capacity — identifying under-utilized and over-utilized instances, as well as offering recommendations for reserved instances. This helps the company optimize its spending and discover waste, as well as make sure it follows security best practices.
Get Satisfaction: Get Satisfaction, which produces a community platform intended for building engaging customer experiences, is announcing a partnership with SugarCRM to bring more social features to the CRM — specifically for addressing customer contact and service case management. The San Francisco-based company boasted this should help companies facilitate more "genuine" conversations with customers, who can ask and answer questions within Get Satisfaction's community. The goal is to increase content discoverability up front while reducing customer support inquiries.
An upgrade to the Get Satisfaction platform should help online businesses push higher levels of engagement through the online experience. Through the platform online brands can now offer simpler on-site search, 'related' information and navigation and can offer categorized information.
"Your customers will now see a mobile optimized website when accessing your community from an iPhone, iPod, or Android device," writes the company. "The new mobile experience provides easier discovery and navigation, better support for your most active users, and a new sub-community experience designed around categories."
Customer communities can be described as the social generation’s online forum, which companies can host to provide their customers and prospects with a centralized place to ask product and service related questions, find answers, share feedback and recommendations, and offer company praise — all within a community singularly focused on a business’s products and services.
David and Goliath. The smaller guys buy the names of their larger competitors in Facebook’s search. Just try typing in “Eloqua” to see Marketo’s ad — also try “Canadian Music Week” or “Get Satisfaction” to see our fun message. Costs pennies to do.
Get Satisfaction launched a new version of its community platform with innovations that leverage responsive design principles. The new release is expected to deliver a high-quality community experience on smart phones with any mobile browser, regardless of the mobile OS or device manufacturer. The number of unique visits to Get Satisfaction communities from mobile devices increased by 90 percent last year, highlighting the importance of investing in mobile communities.
Get Satisfaction helps online video broadcast platform provider Ustream benefit from a support community.
In less than a decade social media platforms such as Twitter and Facebook have revolutionized business marketing, with major brands across almost every industry successfully using these channels to raise awareness of products and services, generate leads and drive website footfall.
GetSatisfaction‘s latest infographic portrays social media as a resource that can be understood and incorporated into all aspects of an organization.
Binders with coupon clippings, discount codes committed to memory and minivan car keys protruding from the pockets, all signs of a mother with frugality and bargain-hunting in her heart. The folks at Get Satisfaction have illustrated the key features of a bargain-hunting mother, included data that should help marketers properly garner the attention of this valuable demographic.
GetSatisfaction‘s latest infographic makes an effort to portray the belief that social media is no longer just a play-toy of communication and a tool for marketers, but indeed a resource that can be understood and incorporated into all aspects of an organization.
Wendy Lea has spent much of the past 30 years selling services to tech companies and starting, running, and investing in startups. Currently as CEO of Get Satisfaction, she manages 60 employees and relationships with 3,000 paying businesses that use the San Francisco company’s software to manage customer feedback online. I talked with her about two Silicon Valley executives who’ve recently been at the center of a lot of conversations about female business leaders. Edited excerpts follow.
The company’s merchant onboarding and training process is incredibly simple, allowing businesses to get started in minutes. Once that happens, product updates and feature enhancements are primarily driven by merchant requests and merchants are empowered to provide feedback publicly on the company’s Get Satisfaction community board.
Written by serial entrepreneurs and cofounders of Get Satisfaction, a breakout platform for online customer service communities with over 100,000 clients
Yet, when I heard of Sandberg’s book, I didn’t want to read it; I didn’t want to support it. I thought it was demanding women to do more. It brought up guilt by some who look back at their own career-navigating mistakes with regret. I personally thought if I lean in anymore, I’m gonna crack wide open, from the force field pressure. The CEO of Get Satisfaction – a business that helps enterprises handle customer support through social interaction – Wendy Lea apparently felt the same way. On her FB page, she wrote, “If I lean in anymore, I’ll just fall over. I’m not kidding.”
When you run across Get Satisfaction, several things immediately stand out. It has a mature management team led by Wendy Lea and Jeff Nolan — both long-time industry veterans with enormously successful track records. It has a strong platform and a big customer base that has been built on the platform, but also helped build the platform. That customer base is strong — over 3,000 paying customers who pay on a subscription model that is a scalable one that customers actually appreciate. It has a vision of being the online customer engagement platform — not just a service community platform — a very ambitious vision. But at least it has a vision.
Roughly a third of American small business owners use smartphones to manage their companies, performing tasks such as banking and customer relationship management. But which smartphone apps are best for you as a small business owners?
Behavior management platform Badgeville, which powers both enterprise and customer-facing gamified experiences, now integrates with customer community platform provider Get Satisfaction.
As the premier gamification platform worldwide, Badgeville is looking to expand its customer base by partnering with Get Satisfaction, the popular community platform for delivering engaging customer experiences. “The Badgeville partnership enables Get Satisfaction customers to offer relevant rewards and statuses to customers who engage with the platform, share and find information, and participate in the brand’s community,” explained Chandar Pattabiram, vice president of worldwide marketing for Badgeville.
“The first sign of success is when your existing customer base signs up for your new solution.” Scott Hirsch, the vice president of product marketing at Get Satisfaction, is happy to say that they’ve been experiencing just that feeling since the launch of their new product, Get Satisfaction for Small Business.
As marketers, we’re constantly being told that content is king. But where is this fresh, relevant, regular content that dazzles prospects and delights customers supposed to come from? Is there a queen hiding somewhere churning out blog posts, whitepapers, videos, and slide presentations?
Merchants can use the Get Satisfaction platform to implement a more social shopping experience into their Web stores. This is because the platform can be used to obtain and respond to customer feedback regarding questions, problems, ideas and praise. Get Satisfaction can also be integrated directly into product pages with the E-Commerce Communities solution, which can help answer common customer questions and reduce shopping cart abandonment rates.
Wendy Lea, CEO of Get Satisfaction and principal at The Chatham Group, shared two tips that keep her focused, energized, effective and productive both personally and professionally.
On February 22nd customer relationship management (CRM) & social business industry experts and solution providers will be in Atlanta, Georgia for the 2nd Annual ‘Social Biz Atlanta‘ - a free one day information packed seminar. Speakers Include Jeff Nolan, VP of Product Marketing, Get Satisfaction.
Our third keynote of the conference came from Wendy Lea of Get Satisfaction on the hot topic of driving revenue from Social Media. In Wendy's opinion, most companies are failing to realize economic value from social media because they are still operating in what she refers to as the first generation of social.
San Francisco-based community software developer Get Satisfaction has just released an infographic that pays homage to the average community manager, and the various roles they may fulfill throughout the course of the day. In 2012′s “Community Manager Report” by Social Fresh it was revealed that a majority of community managers put in more than 50 hours of work per week across authoring articles, forum responses, being a diplomat, a brand cheerleader, and communicating issues from the consumer-end to the product team.
The Get Satisfaction #CMAD infographic shows how valuable community managers are to their organizations. Across the world on #CMAD we recognize the incredible value they bring. Thanks to their hard work, community managers help their organizations: Reduce support costs, increase customer acquisition, and drive product innovation
Get Satisfaction: The many hats of the Community Manager infographic
Get Satisfaction: Launches cartoons in celebration of CMs
Hats off to the team over at Get Satisfaction. They just released a very cool infographic in light of Community Manager Appreciation Day. Make no mistake that community managers must be considered a strategic imperative for business today as they do so much more that post content and respond to questions.
Today is Community Manager Appreciation Day (CMAD). I wanted to thank all of you for making GameSpot such an awesome community. If you have any random questions you’d like to ask Jody or myself, ask away! Here’s a little infographic about the many hats we wear.
In 2013, Community Managers are trending, both online, and their impact to their organizations and the customers, who they serve.
Get Satisfaction, a community platform aimed to creating engaging customer experiences, has launched a new solution that is specifically designed and priced for small businesses. The Get Satisfaction for Small Business allows smaller companies to build thriving customer communities that allow them to acquire more customers, reduce support costs, and generate product ideas. The new solution includes an expanded community manager resources and analytics, including an app that guides new community managers when launching their communities and social media integration.
Community platform Get Satisfaction has launched a new service for small businesses that it hopes will enable them to build thriving customer communities. With Get Satisfaction for Small Businesses, those companies that fit the profile will be able to handle customer experiences through this tool chest, priced specifically for them. In addition, Get Satisfaction has simplified its pricing model — now all businesses can pay per user instead of based on the features they want.
While Get Satisfaction is focusing its latest release on small businesses, the enterprise level package is also being tweaked slightly, Scott Hirsch, VP of product marketing said in an interview. Get Satisfaction has always been an open product, Hirsch said, and because it has so much user content, it organically ranks high in SEO. Companies are taking advantage of this, and the new small business product helps to do this by focusing on community managers.
Get Satisfaction for Small Business is a smaller version of their enterprise-level community offering, which helps firms sets up customer communities on their website, Facebook page and on mobile devices to help deliver customer support and gather community feedback.
Included in Get Satisfaction for Small Business is a Getting Started App, which guides community managers through a step-by-step process of setting up their company's community with logos, page descriptions, and links to support pages and social media sites. The app then walks the user through feeding the community with relevant content, and provides a tool to import email contacts and send blasts when a community is live and in action.
To help commemorate the occasion, Get Satisfaction is debuting the first two cartoons in their groundbreaking “Adventures in Community Management” series. These first cartoons humorously demonstrate the value community managers add to their organizations — no matter what time it is or how little recognition they receive for the value they add.
Unlike with other positions, there is no end of the work day for community managers. When news breaks, whether the organization you represent is on the giving or receiving end, a community manager has to be available to the audience. "When you're a community manager, you're on 24/7," said Adobe Community Manager Rachael King. "Good or bad, something huge can happen at any time, and when it does, social is the first place it hits. You are technically the face of the brand, so you have to deal with it."
Customer communities can be thought of as the new and improved forum -- a place where you can connect customers to each other and to your employees. By fostering these communities on your site, you can then leverage this rich (and free) content as part of your own content strategy.
Jon Ferrara: We’re going to be announcing something every month. It is not just the big guys like Zendesk, Get Satisfaction, Yammer, SalesForce QuickBooks, but all the little guys.
Get Satisfaction listed as one of 49 vendors on CRM Watchlist!
“In 2013 Marketing executives will continue to leverage social media beyond gathering fans, followers and Facebook Ads. Savvy marketing executives will invest in customer experience strategy and will make the second generation of social, which is building engagement at every stage of the customer life cycle an integral part of their CXM strategy. In addition, marketing executives will leverage analytics to gain insight into what motivates their customers and will leverage relevant customer conversations as dynamic marketing content.” – Azita Martin, VP Marketing at Get Satisfaction
Given that and given that we are heading towards a new year, I wanted to ask you to consider something: look after, cherish and build the relationships that you have in your business, particularly with your customers.
In doing that we must think about the relationships that we actually have with our customers, the sort of relationships that we want to build with our customers and how we are going to do that. I wrote about this in a recent guest post
(Back to Basics: 6 Steps for Excellent Customer Engagement)
Get Satisfaction’s blog
earlier this month.
William Randolph Hearst provides one of the earliest examples of large-scale media influence. In 1898 Hearst was attributed with influencing the Spanish American War by publishing articles that moved the American people toward war with Spain. This made Hearst the father of yellow journalism. This moment -- a turning point in the history of propaganda -- provides an example of the power of influence. In the past 100 years, has much really changed beyond the medium with which we can influence?
But GoodData is more than apps that present information in meaningful ways. It’s also a cloud-based platform that partners use to build apps for their specific needs. And I have to say: We have exceptional partners, including procurement software company Coupa, wine and spirits distributor GreatVines, customer-community provider Get Satisfaction, and Zendesk, a leading provider of Web-based customer-support software, ShopLocal and Zuora.
Technology is a blessing. Technology makes it easier to find like-minded
people or gather around causes we deeply care about. As CEO of Get
Satisfaction, a platform that helps companies build authentic relationships with their customers, I¹m a fan of tech. At the same time, technology can act as a placebo that makes us feel
we are getting social interaction.
The proliferation of mobile devices and popularity of social networks have made today's consumers savvier and more discerning about their purchasing decisions than ever before. Brands and the marketers behind them are now realizing that traditional methods of one-to-one marketing have become hopelessly outdated. What's more, brands turning to newer methods of direct marketing via social media aren't achieving what they had hoped, which was to draw in, engage, and build long-lasting relationships with their customers.
A former Boulder resident and current CEO of Get Satisfaction – a San Francisco-based customer relationship service – Lea spoke to a packed auditorium at the University of Colorado's Atlas Institute Monday evening. Along with Brad Feld of Boulder's Foundry Group, she told the story of a career spent helping companies use technology to better relate to their customers.
Paul Greenberg recently wrote about the phenomena of companies declaring themselves to be focused on customer experience, and graciously giving them the opportunity to put up or shut up. Get Satisfaction was referenced in the esteemed list of companies who are at the forefront of this trend and I am here today to take care of the putting up part of the equation.
Six months ago, Jessie Young, 26, was working as a marketing manager at Get Satisfaction – a hip, well-known startup. She loved her job. She loved the company. It’s just that the developers seemed to be at the heart of company’s progress. To her, nothing seemed quite as exciting as working on the actual product.
Technology is a blessing. Technology makes it easier to find like-minded people or gather around causes we deeply care about. As CEO of Get Satisfaction, a platform that helps companies build authentic relationships with their customers, I’m a fan of tech. At the same time technology can act as a placebo that makes us feel we are getting social interaction. In actuality we are not building meaningful relationships—we’re not satisfying our spirit. The technology needs to supplement other efforts. There is no replacement for in person interaction. That said, I encourage you to find a mentor you can spend time with—in person.
Approximately 27,500 people have participated in around more than 6,000 topics in the Free Get Satisfaction Apple community over the last 5 years. The community is 100% created and run by Apple customers, with question seekers finding the community through organic search. The community is alive with engagement and activity, which finds consumers dropping off a question or problem and getting a response in under 2 days.
It's pretty obvious that the future of business involves both social and mobile aspects. Application developers are increasingly incorporating these two elements into cloud apps for the enterprise. "When building social and mobile functionality into enterprise apps, it's important to understand how your users work across different devices and contexts," said David Rowley, chief technology officer of Get Satisfaction, a service provider that helps build loyal communities through social networks.
That statement, made infamous by our intrepid VP of Community Dave Olson, is the sentiment with which we approach all communications with our users. Perhaps what we are most proud of is the fact that our staff are not the only ones doing the “hugging,” so to speak. One way that we keep our community members connected is with our Community Support Forum, now powered by Get Satisfaction, where users can help support one another.
In a recent report from Get Satisfaction, the expectations of this so-called 2nd generation of social media consumersversus the actions of brands have been sized and measured to give a status of how brands navigate in the landscape of social networks. A landscape that holds a promise of great marketing potential to brands if approached correctly.
Online communities, how do they work? Seventy thousand of them live on the free
platform, a system of message boards, customer support and marketing features. That free platform now has a few added features that were previously only available from the paid versions.
Customer service platform, Get Satisfaction, has revived its long-hidden free product, sprucing it up and adding some new features to it to make, what it hopes it will be, a useful and accessible product for small- to medium-sized businesses.
Carson’s company will be in league with such web pros as Brian Solis, Get Satisfaction co-founders Lane Becker and Thor Muller, and countless others. But the Treehouse line will focus solely on teaching HTML. CSS, and iOS programming.
Besides instilling some healthy doubt about investing too much on a single social media platform, the book offers platitudes (such as that Facebook is a means and not an end, something that I would argue most digital marketing people already know), very limited research evidence (most data is drawn from two studies, one from 8th Bridge and one from Get Satisfaction and the Incyte Group, both mentioned multiple times throughout the book) and no detailed advice.
O’Reilly AlphaTech Ventures, which was founded by Bryce Roberts, Tim O’Reilly and Mark Jacobsen, has funded Foursquare, Bit.ly, Codecademy, Good Data, Get Satisfaction and others. The seed firm’s average investment size ranges from $500,000 to $1 million.
In a recent report from Get Satisfaction, the expectations of this so-called 2nd generation of social media consumers versus the actions of brands have been sized and measured to give a status of how brands navigate in the landscape of social networks. A landscape that holds a promise of great marketing potential to brands if approached correctly.
For years, social marketing was largely spurred by brands. But now, a company can’t just push a message on Facebook and expect its fans to buy into it. As social customer engagement platform Get Satisfaction points out in its newest white paper, creating a cohesive network of fans who are willing to talk to each other about the company is the next step for brands to succeed both on Facebook and other social networks.
If you’ve been paying attention to the commentary about social networks lately, you’ve probably noticed a shift in the conversation. The dialogue—which previously was limited to growing Fans, Followers, and building a creative presence on social sites—has evolved into a conversation about driving real engagement and measurable business value.
To us, this shift is indicative of something larger—the second generation of social is here!
As you may have noticed by now, I really like infographics. I found a great one published earlier this year on the Get Satisfaction blog that listed the reasons people will stop following a brand on Facebook and Twitter. All the reasons are super easy to avoid, so here the top ones that I see all the time, along with tips on how to not make those mistake.
You know you’re still implementing tactics from the first generation of social if you:
1. Have built a large social audience, but are still scratching your head trying to articulate if and how it’s valuable.
2. Have fallen in and out of love with social advertising faster than you can say Kim Kardashian.
3. Are struggling to move from interacting with your social audience to truly engaging with them.
4. All of the above.
In the second generation of social, companies will develop the insight and strategy necessary to truly engage with consumers at every stage in the customer lifecycle….and drive customer acquisition, revenue, and growth as a result.
Earlier this past summer, HootSuite refreshed its GetSatisfaction app to include integrations with Facebook and Twitter. Users now have the ability to push and pull content across both platforms from one dashboard. HootSuite also recently launched a collaboration with Yammer, allowing all Yammer users to monitor and reply to Yammer conversations within HootSuite.
Research shows that women gravitate toward women-led companies.
Get Satisfaction Vice President of Marketing Azita Martin only realized she was the only woman in the room when she wasn’t.
Get Satisfaction Vice President of Marketing Azita Martin never realized she was the only woman in the room, until she wasn’t. “Now that I’m here at Get Satisfaction, I realize how refreshing it is. You don’t realize how weird being the only woman actually is until you go somewhere else where there is not only another woman, but a woman CEO,” she said.
Talk surrounding social media has taken a stark turn lately, moving away from helping people connect online and more toward user engagement and measurable business value.
You might think you’re a unique snowflake, but you’re not: at least not when it comes to your social media habits.
This infographic has identified four major types of social media consumers, defined by their interests, economic status, knowledge of tech and more.
Trying to figure out — and stay up with — what’s going on with social networks requires some dedication, and keeping your ear to the ground. If you’ve been paying attention, then you’ve probably noticed a shift in the conversation. Previously, the dialogue was fixated on growing Fans, Followers, and building a creative presence on social media sites. Now, the dialogue has shifted into a conversation about driving real engagement and measurable business value.
Trying to figure out — and stay up with — what’s going on with social networks requires some dedication, and keeping your ear to the streets. If you’ve been paying attention, then you’ve probably noticed a shift in the conversation. Previously, the dialogue was fixated on growing Fans, Followers, and building a creative presence on social sites. Now, the dialogue has shifted into a conversation about driving real engagement and measurable business value.
Fashionistas, Knights, Techies, and Mamas “oh my!”
Don’t be scared. These are the four consumer segments that you are probably misunderstanding, yet are the most likely to engage in your online community and be an advocate for your brand.
A study by The Incyte Group identifies four unique market segments that are most likely to look to customer communities when making purchasing decisions.
Last month, as Salesforce’s Dreamforce conference took over downtown San Francisco, it was clear that company has mobilized its customers and partners into becoming an army of allies.
Read more at www.venturebeat.com
Wendy Lea, CEO, Get Satisfaction. The question of whether direct marketing should be focused on customer service is a no-brainer.
Back in July, Get Satisfaction and the Incyte Group put their heads together and released a white paper titled: To Monetize Open Social Networks, Invite Customers to Be More Than Just “Friends”. Essentially, the paper says that while networks like Facebook are indeed handy for making digital connections, real social revenue requires taking these digital connections to the next level: branded customer communities.
Get Satisfaction has revamped its customer engagement platform with a new analytics offering and enhanced capabilities.
There were two stories in the press about Facebook last Thursday that caught my eye. The first was the story of Facebook’s first earnings report since going public. Investor expectations were not met and the stock tumbled. The same day, a new research study was released and reported with this headline: “Customers Still Prefer Company Websites to Facebook Pages.”
The volume of digital content created this year, including video, images, social media events, and Web-enabled workloads, will rise to 2.7 zettabytes (2.7 billion terabytes), according to IDC. Enterprises looking to process and analyze the rich data contained within this content face an extremely difficult task, but its also the key to making informed business decisions in many cases.
“Today, the difference between success and failure is the ability to monetize a new class of data,” says GoodData founder and CEO Roman Stanek. “It’s ironic that, despite billions of dollars spent on business intelligence systems, we are still data-bankrupt.”
Customer engagement platform GetSatisfaction, which powers more than 65,000 “customer communities” for companies ranging from Intuit to Microsoft, has introduced richer analytics capabilities to help its clients understand and respond to the often massive volume of data generated.
Ray Wang wrote a summary of CRM Evolution that I found particularly interesting, and one point in particular resonated with me because it aligns to something I have been talking about at Get Satisfaction for a while now… B2B and B2C distinctions are dead. The segmentation of business (B2B) and consumer (B2C) behaviors is a false dichotomy to begin from, what really matters is the customer lifecycle and renew-ability of the relationship.
A new infographic from Get Satisfaction outlines how branded customer communities can drive more revenue from social than Facebook ads.
This infographic, from Get Satisfaction, argues that there is a gap between how customers want to engage with brands on social media, and how companies are actually using Facebook.
It makes the case for branded communities built for customers...
Customer engagement platform Get Satisfaction has upgraded its bi-directional integration with HootSuite to manage content across both platforms.
Many pointed out that Facebook chats are only hidden and not deleted when a user thinks they're deleting them. Others said that deleted private messages seemed to magically resurrect themselves when using any one of Facebook's mobile apps or outside applications. And more than one user told me horror stories about how their friends-only Facebook albums somehow ended up being publicly accessible, and there's at least one unanswered Get Satisfaction thread on the topic.
Enterprise social media management technology provider HootSuite is refreshing its GetSatisfaction app to include integrations with Facebook and Twitter. Users will now have the ability to push and pull content across both platforms from one dashboard.
One of the first apps to integrate with the HootSuite social media monitoring dashboard is getting an upgrade for deeper integration. Get Satisfaction is refreshing its contribution to the HootSuite App Directory, turning it from a relatively simple feed into a more sophisticated plugin. The first level of app integration HootSuite introduced allowed third-party products and services to display their feeds on the HootSuite dashboard, alongside feeds from Twitter and Facebook. HootSuite plugins have more ways of connecting to other feeds.
If you're unfamiliar with [First Round Capital], it's backed enterprise startups such as online marketing company 33Across, cloud company Backupify, data warehousing firm Aster Data, CRM company Get Satisfaction, document firm Intelligize and database group MemSQL.
Now, users will be able to view their Yammer notifications in Hootsuite, and also post and search for Yammer content from the Hootsuite interface. Other new integration partners include MindFlash, Get Satisfaction and Mindjet. Yammer now has about 30 such partners.
A recent research report from Get Satisfaction and analyst Incyte Group revealed that only 13% of people log onto social networks like Facebook to interact with brands, and that 'when customers want information to make purchase decisions, they are more than four times as likely to go to the company’s website (89%) as they are to use a social network (21%).' This points to a difference of intent. People go to e-commerce sites to shop and to social networks like Facebook to socialize. One is about “stuff,” and the other is about “socializing.” Until brands figure that out, they will most likely be misguided in their efforts to be successful in social commerce.
Yammer also announced eight new partner integrations. Some highlights are:..Get Satisfaction: Push new Get Satisfaction Questions, Ideas, Problems or Praise, and topic replies, directly to Yammer's Ticker. Great for interacting with customers right from Yammer.
The other part of Yammer’s announcement today is a set of new app intergrations. The biggest of these is social media management app Hootsuite. Now in Hootsuite, you’ll be able to add and monitor Yammer feeds from the dashboard. Other integrations include Get Satisfaction, FuzeBox, Bevalley, If This Then That (IFTTT), Mindflash, Mindjet, and Zapier. These integrations make it possible to cross-post info from these apps on your Yammer feed or login with Yammer Connect to personalize a service.
[It’s] adding new app integrations, including social media dashboard HootSuite. Among its business social networking competitors, it’s the first to bridge the gap to HootSuite. It’s also added Bevalley, FuzeBox, Get Satisfaction, IFTTT, Kanjoya, Mindflash, Mindjet, and Zapier to its app repertoire.
Get Satisfaction CEO Wendy Lea said partnerships are becoming more important for all sorts of social software companies. 'We all realized it takes a lot of features and products to make a whole product,' she said. That's why her company and others are polishing their application programming interfaces and trying to show their products can be part of a larger solution, she said.
Also new to the release are integrations with Get Satisfaction, the online customer services provider; If This Then That (IFTTT), the service that allows for coupling multiple apps directly into the Yammer Ticker; Fuzebox, the online meeting and collaboration servie; Mindflash, an online training platform; Mindjet, a task management service; Bevalley a business analytics service and Zapier, the enterprise connections platform that allows users to sync data from third-party cloud applications.
Consumers are not in a research mode when they’re on Facebook. Instead, the first place they go to find out about a product is Google or the company web site. That’s according to an internal study by GetSatisfaction, which found that close to 90% of customers go to a company’s website to research products or services. That’s compared to the 12% who use social networks to research brands and product details.
I just read two articles, both of which suggest that consumers trust e-commerce websites more than social networks.
The first reported on a new survey conducted by the consultancy The E-Tailing Group and personalization services vendor MyBuys Inc of 1,000 consumers, which found that 55% are "mostly willing" to provide shopping preferences to trusted retailers in exchange for an enhanced shopping experience, while 52% stated they are "much more concerned" or "somewhat more concerned" about providing the same information on social networks.
Get Satisfaction, a provider of cloud-based online community solutions, just announced the results of a new study that bucks the conventional wisdom that if your prospects are spending time on Facebook, that's where you should build your community.
While the vast majority of Americans are currently using open social networks, they primarily want to use these sites to connect with friends and family and pursue personal interests, according to a study of some 2,000 consumers conducted by The Incyte Group, a strategy consultancy. The study was sponsored by Get Satisfaction, a customer engagement platform.
In 2011, U.S. marketers spent more than $3 million on Facebook brand pages. What are they getting for that money? Research from social marketing firm Get Satisfaction and analyst Incyte Group shows that despite the heavy investment on Facebook, consumers still visit a companies’ websites more often, and would rather be introduced to a company through friends, not ads.
The three basic tenets of product management are: knowing your product, knowing your customers, knowing the market. As a product manager, you need to be able to balance the needs and wants of your target audience against what you can deliver with your available resources in an acceptable time frame for the market (and in a way that sets you apart from competitors). So, how do you add 'social' to this process? Through sites like UserVoice, Get Satisfaction and others.
[The Meebo Bar] works with all major platforms, including Magento, osCommerce, Zen-cart, X-Cart, Demandware and others. It also supports in-site search from third parties like SLI Systems and Endeca, as well as chat from providers like Zopim and Olark, and feedback from services like Kampyle, Get Satisfaction and others.
HootSuite has since added YouTube, Tumblr, Flickr, Trendspottr, Digg, MailChimp, Chime.in, Identi.ca, RSS Reader, Vision Critical, Get Satisfaction, Constant Contact, InboxQ, Orkut, HubSpot and SocialFlow, some of which are only available for users with Pro and Enterprise accounts.
Get Satisfaction recently reported a “prime problem” budding in the app-industry: iPhone users will encounter a Groupon App error when they try to send a reset password email to an invalid address. An error message appears indicating that that an email is being sent on its way.
Today’s guest post from Chris Moody, the COO of Gnip, follows on the heels of the amazing Big Boulder event that Gnip put on last Thursday and Friday. To get a feel for some of the speakers, take a look at the following blog posts summarizing talks from leaders of Tumblr, Disqus, Facebook, Klout, LinkedIn, StockTwits, GetGlue, Get Satisfaction, and Twitter.
HootSuite: It is one of the coolest apps created for social network enthusiasts. The system's user interface takes the form of a dashboard which allows you to have all your social networks in the same view, with the ability to post updates in one hit. HootSuite app handles Facebook, Twitter, LinkedIn, Google+, Foursquare, Mixi, MySpace, Ping.fm, and WordPress. It supports multiple Facebook and Twitter accounts. Moreover, additional integrations are available via HootSuite's App Directory which includes support for Tumblr, Trendspottr, Constant Contact. Digg, Flickr, Get Satisfaction, InboxQ, and YouTube.
Get Satisfaction CEO Wendy Lea walked me through the gently sloping path to hell many of these companies are facing: 'Marketers got [their companies or brands] a Twitter handle and a Facebook Fan Page. Then they went to their interactive digital agency to make the Fan Page look like the brand. Then they went to Buddy Media or Vitrue to run a contest to get fans or followers. Then they got Radian 6 and got a [social media] listening platform. Now they say, ‘I’m analyzing.’ Now what? There’s a huge gap to their in-house [customer database] system they spent $2 billion to create.'
When we interviewed BlogHer CEO Lisa Stone a few weeks ago, she raved about her mentor, Get Satisfaction CEO Wendy Lea. So we sat down with Lea to learn what makes a good mentor, why compassion is better than empathy, how to find a mentor, and how to be a good mentee (hint: the secret ingredient is self-awareness).
A founding team that partners with Freestyle can expect more involvement from Felser and/or Samuel, and so while this model isn’t for every new startup, it is certainly filling a niche that’s proven to serve their portfolio companies such as backtype, Get Satisfaction, and many others quite well.
The heart of the product at Get Satisfaction is to help companies connect with their customers online, wherever they are. 'We talk about ourselves as a customer engagement platform that allows companies of all sizes and industries to build a community and have conversations,' Wendy says. It’s about the organic nature of consumers engaging with companies, also known as the outside-in model.
The current IT landscape is pretty cloudy. IT providers are branding whatever product they have that happens to run in a datacentre somewhe as “Cloud” irrespective of whether it’s conventional IT but hosted, a (hosted or shared) managed service, or an actual cloud computing implementation of some kind. It feels a bit like the Wild West out there.
Kiddicare's success with a homegrown Get Satisfaction website widget suggests other users will appreciate the customer feedback service's new Engage tool.
This week, I'm thrilled to be able share an interview with Thor Muller and Lane Becker, authors of the New York TimesBestseller Get Lucky: How to Put Planned Serendipity to Work for You and Your Business. They're also the founders of Get Satisfaction, the company I run. Muller and Becker are the champions of the incredible philosophy of 'planned serendipity.' It hasplayed a huge part in the evolution of some of today's biggest brands--from 3M to Google--and was one of the founding principles in the development of GetSatisfaction.
In November 2011, HootSuite launched its app directory to serve as a platform and discovery method for third-party developers who have built services that leverage HootSuite in some way. At launch, the App Directory included social media services such as YouTube, Flickr, Tumblr and Get Satisfaction applications. In February 2012, HootSuite added Digg, TrendSpottr and InboxQ to the App Directory.
Companies like Get Satisfaction - last year's CRM Idol winner in the Americas - are creating community platforms that even the smallest of companies can take advantage of, while also making it possible to provide customer support wherever i need to go with easy to use widgets that anyone can work with.
I highly suggest reading the book 'Get Lucky' by Thor Muller and Lane Becker. They’re good friends of mine, and I used to work with them at Get Satisfaction, so there’s your disclosure. Otherwise, the principles of which they speak are fantastic and encapsulate the wonders of Silicon Valley.
Do you feel lucky? Luck in business is not just a roll of the dice that comes up in your favor. It's more complicated than that, say Thor Muller and Lane Becker, the co-founders of Get Satisfaction, an online customer community platform used by more than 65,000 companies. Good luck is hard work.
Editor's note: Thor Muller is a serial internet entrepreneur and New York TImes best selling co-author of "Get Lucky: How to Put Planned Serendipity to Work for You and Your Business." He is the co-founder and former chief technology officer of online customer engagement community platform Get Satisfaction.
You’ve likely heard that the secret to building relationships with your customers is to “be everywhere your customers are.” As a result, you’ve probably signed up for a dozen social networks hoping that just showing up will turn out to be enough.
Most, if not all, small business owners have a dream for their small business. Maybe that dream is to be acquired and win big. Or maybe that dream is to find an ideal investor to back you up and propel your business into fame and fortune. Paul Greenberg, Founder of the CRM Idol Contest, joins Brent Leary to share how small businesses can have a shot at taking a swing in the big game.
Ten startups will be invited aboard the 100-day cruise, in teams of two or three co-founders each. The trip is aimed at startups with a core product or service that tackles a major social and environmental challenge, and that are ready to scale internationally. Aboard the boat, they’ll have access to twenty mentors, including Google’s VP of New Business Development, Megan Smith; Get Satisfaction CEO, Wendy Lea, and serial entrepreneur, VC, and philanthropist, Kamran Elahian.
Get Satisfaction, launched in 2007, originally aimed to provide a more comprehensive and intuitive place for customers to get the answers to their questions and provide feedback about their experience with a company. Now Get Satisfaction is hoping to take the tools it has built to create an even more comprehensive dialogue and create conversations anywhere a company wishes to provide it – on their retail page, on Facebook or on mobile apps. The new service is called Get Satisfaction Anywhere.
Get Satisfaction has announced upgrades to its customer engagement platform to extend the company’s Get Satisfaction Anywhere strategy. The introduction of a new Get Satisfaction Engage widget allows community managers to embed their customer communities in multiple online touch points within their websites and across product, e-commerce, and support pages and engage with their customers anywhere.
Get Satisfaction was built around the importance of community to businesses. Now, with the launch of a new product called Get Satisfaction Engage, it wants to make those communities embeddable anywhere. Basically, Engage is a new architecture for Get Satisfaction widgets, turning them into customizable versions of a company’s Get Satisfaction community. People can browse the new widgets without leaving whatever web page they’re on. That means all the discussion among a company’s customers, users, and fans will become more useful to people who aren’t a part of that community — including in several contexts outside the customer support arena where Get Satisfaction first made its name.
This new widget architecture empowers companies and business users in the company to embed community anywhere they want to online, on any page of a site, any product listing, or marketing campaign or product review," Wendy Lea, CEO of Get Satisfaction said in an interview. The company is one of the leading providers of software to power online communities where customers can ask questions, register complaints, make suggestions, and provide other feedback. Its software is delivered from the cloud, as software-as-a-service.
Why is it that tech entrepreneurs so seldom write business plans anymore? These detailed and expertly presented blueprints for a new company, once the most essential component of starting a business, have become an open joke in Silicon Valley. The reason they’ve fallen out of fashion, as any twenty-something startup CEO will explain to you, is that for a new company there is far more that is unknown than is known.
“Lane Becker has been a familiar figure in the Silicon Valley tech scene for years, as the co-founder of startups such as Adaptive Path and Get Satisfaction, an advisor at early-stage venture capital firm Freestyle Capital, and a generally good guy to know. Yesterday, Becker added “New York Times Bestselling Author” to his list of descriptors, when the book “Get Lucky: How to Put Planned Serendipity to Work for You and Your Business” which he wrote with his Get Satisfaction co-founder Thor Muller debuted at the number six spot on the NYT’s best seller list for hardcover advice and miscellaneous books (which is generally where business books are ranked.) It is also holding the number three spot on the Wall Street Journal’s hardcover business best seller list.”
“Hootsuite is expanding its App Directory, adding support for MailChimp, Chime.in, Identi.ca, Vision Critical Surveys, and RSS Reader. The new apps are available starting Tuesday for all 4 million of HootSuite’s Free, Pro and Enterprise clients.”
“While driving along the other day I had an epiphany as I studied the FedEx logo on the side of a truck as I passed (specifically the cleverly hidden arrow in the negative space that I assume is meant to imply forward progress). I realized that, no matter how well-conceived the logo concept may have been, it’s a bit flawed because, depending on what side of the truck you are on, the arrow can be pointing forward or backward. In a similar fashion it struck me that despite good intentions, an entrepreneur, especially in the tech industry, can find it hard to know what direction to point in order to make forward progress. My hope is that this post, and DailyTekk in general, will be a great resource for tech startups everywhere and a one that will help get them pointed in the right direction.”
“Lane Becker, above left, is the co-founder of Get Satisfaction, an online customer service community platform, and the co-founder of Adaptive Path, which claims to be one of the world’s first user experience design firms. Mr. Becker has co-written a book titled “Get Lucky” with Thor Muller, above right, also a co-founder of Get Satisfaction. The book, as Mr. Becker describes it, is a manual for serendipity in the digital age. Below is an edited interview.”
“Other methods include outsourcing the process, or developing an online customer service channel that can be tied into Facebook and other frequent customer hang-outs. Companies such as Get Satisfaction, Lithium, Moxie Software and Parature enable brands to offer customers a way to connect in multiple online locations, including Facebook, according to Jeff Nolan, VP of product at Get Satisfaction, who Mashable consulted for the tip list. Another option is to “crowd-source,” or identify super-users and “promoters” of your brand, and engage them in helping you answer customer question or issues.”
“Your Facebook wall is not an adequate customer service platform because it is not searchable, and it puts a negative twist on your main page,” says Jeff Nolan, VP of product at Get Satisfaction. Nolan suggests that brands build an online customer service channel and then funnel the data into their current CRM system. Companies such as Get Satisfaction, Lithium, Moxie Software and Parature enable brands to offer customers a way to connect in multiple online locations, including Facebook.”
“For service and support-oriented companies to open themselves up and extend themselves to their Facebook brand page, they have to accept that their customers are there,” says Wendy Lea, CEO of Get Satisfaction Inc., which offers an application that helps retailers respond to customer service issues on Facebook. Those consumers are going to ask retailers questions, she says, and merchants can’t afford not to respond.”
“Goodbye, customer touch-points. Hello, ongoing, meaningful contact that actually drives revenue. Here's what you need to know to be more engaging right now.”
“Cloud computing is still confusing to many of us. With so many cloud-related jargon we have today – cloud lock-in, cloud sprawl, SaaS, PaaS, IaaS, XaaS, virtualization, cloud hosting, etc. – it’s often difficult for an average person to understand those things. But you need to learn the cloud for some reasons – here’s one of them: When you are in the middle of business networking with people who understand cloud computing, talking their language can offer you a bigger chance of getting noticed – and getting business. But fear not, this cloud computing infographic can help you out!”
“Like a lot of people I have been fascinated by the explosive growth that Pinterest has experienced. At first curiosity, Pinterest is now a full blown phenomena that has jumped from women planning their weddings, or wishing they were planning a wedding, and foodies to mainstream consciousness.”
“When you walk into a store to ask a question, you don’t expect the clerk to ignore you (though, admittedly, it happens). When you interact with a company online, you don’t expect them to ignore you either. But boy, does it happen--especially on what is perhaps the most engaged online community, Facebook.”
“With the past efforts of building branded communities online, a lot has changed since 2007,” said Wendy Lea, CEO of Get Satisfaction. “One angle to consider is the discoverability of content. A lot of the problems with these sites [back then] was they were all about pushing out information and not really focused on the interaction aspect. The momentum has shifted because the conversations are now indexed and then discoverable by other consumers who go to Google and ask a question or reference a product. And the sharing features have improved. These are two big movements that can affect a brand’s community and connecting to the consumer. Nowadays it is completely different. It’s the open-network effect.”
“Why we like it: Get Satisfaction takes the online community support experience to digital devices. The app is built with HTML5 and operates in mobile browsers, which means no downloads. It looks exactly like the Web version, only more compact, which makes it familiar and easy to use. The social knowledgebase allows customers to get answers on the spot.”
“The CEO of Get Satisfaction, winner at last year's CRM Idol competition, talks to MyCustomer.com about the disruptive influence of social, and how the company is competing against compete against platforms like Lithium and Jive.”
“Thor Muller and Lane Becker have had a fair amount of luck in their time. The Get Satisfaction co-founders chalk their company’s founding to serendipity, in fact. Turns out, they want the rest of us to get lucky too. And they’ve so far as to write a book about how to do so.”
“Get Satisfaction has as it’s core DNA that concept that a customer is at the center or a customer community. We offer a better, faster, and cheaper model than traditional enterprise software solutions, and perhaps most strikingly, we have delivered a platform that meets the needs of the very largest of companies, while also remaining approachable and productive for the smallest of startups.”
Serendipity is "chance plus creativity," Muller said. "It requires not just bumping into something unexpected, but doing something with it. So Highlight has to create meaningful ways of taking action."
“It’s not surprising that Jive is making a big push into the help desk market, considering the explosion of the space. Customer service SaaS applications are proving to be a competitive (and potentially lucrative) market. Zendesk has seen pretty significant success with its offering, and Get Satisfaction is also a leader in powering customer service communities. And Salesforce recently debuted its full-fledged customer service software, Desk.com.”
We recently sat down with Wendy Lea, CEO of customer service support platform Get Satisfaction, to talk about what companies should be doing now that the rules have changed. "All companies, regardless of size, have to consider the 'outside-in' opportunity," she told us, "whereas before they were designing their technologies and processes from inside out."
“What Facebook is, apparently, pursuing with Timeline in Pages is exactly what Get Satisfaction stands for, a better way for companies and customers to engage each other online.”
“As part of his ongoing series of roundtable interviews, social CRM guru Brent Leary talks to leading experts from the world of CRM and social CRM about topical issues. This month, in the second of a two-part roundtable, his panel debates social CRM's evolution and whether we have reached the end of the beginning.”
“Spotify is to get one of its most oft-requested features in its next update: gapless playback. By default, songs will now flow seamlessly from one to another without any silent pauses in-between.”
“Most businesses should also consider quick start guides, in-depth user manuals and customer support communities. You can easily build this kind of content with your customers using services such as Get Satisfaction or Zendesk.”
“In what may just be the first technology-based implementation of WM’s Knowledge Base Optimization principle, live chat software provider Velaro has announced an integration with online community platform Get Satisfaction.”
“Consumers who engage with a brand in the digital space – whether by participating in a contest or by ‘liking’ a brand on Facebook – are more likely to purchase the products, and make recommendations to their friends and family. Get Satisfaction provides this infographic to look at what makes people want to follow a brand.”
“Do not forget, Spotify also has their Get Satisfaction page, which is another great place for users to find information if they are having a problem with something related to Spotify. Between this, and the forums, it is easy for a user to solve any problems they are encountering while using Spotify.”
“These aren't worker bees. They are whole individuals with human needs and desires. Appreciate those and you can make your company stronger.”
“The face of Online CRM was transformed when Velaro, a provider of live chat software and GetSatisfaction, an online community platform that helps companies enhance customer relationships, integrated their technologies to provide a new customer support tool.”
“Perhaps most importantly, all this hoopla about clouds and rather conventional application areas means that many big vendors are not giving the attention they ought to be giving (in my opinion) to social media companies. They are proving to be a generation behind. Well beyond darlings like Facebook and Twitter, there are fascinating companies like Get Satisfaction, Studentforce and Crowd Factory -- just to pick a few of names out of a hat -- that are rocking their worlds and causing the next disruptions.”
"Get Satisfaction, the customer engagement platform that's re-humanizing relationships between companies and their customers, today announced the winners of its first annual 'Love Your Customers' Awards. Celebrating daring feats of customer empowerment and support, the awards recognize companies and individuals for ongoing excellence in social support, marketing and general community awesomeness."
“There are few aspects of growing a business that are easy. But when you think about the big picture, one of the most significant challenges — besides hiring attractive, productive interns — is customer acquisition. Not every business scales like Facebook; many have to fight tooth-and-nail for every client, sell their firstborn, do whatever it takes. And once those customers are on board, the most successful companies make it a point to listen to them, hear their feedback, iterate, tweaking the user experience of their business/service/platform until the cows come home if that’s what’s required.”
"Social media is like a tornado, creating a whirlwind of open dialog between companies and their customers. This is how Get Satisfaction CEO Wendy Lea described social media to me when we recently discussed the topic. 'Social media gives customers the opportunity to shape the companies they care about,' Lea said. As a result of customers' input through social channels, companies are improving their marketing communications, customer service, and even R&D processes."
"What makes Get Satisfaction stand apart from the other user feedback apps, is its ability to enable users. The app allows users to discuss problems among themselves, post problems, suggest solutions, or ask questions. Even more, you can track a discussion and find people with similar interests as you."
"Joseph Alminawi, general manager of OMGPOP, a New York City-based gaming platform... uses a site called Get Satisfaction. By clicking on a tab on the website, gamers can post comments, make suggestions and respond to each other's opinions. But, as important, Alminawi can get an immediate feel for users' likes and dislikes. Example: Recently, the company added a new feature allowing gamers to see other participants' scores, expecting the capability to be a big hit. In short order, however, a deluge of comments and discussions on Get Satisfaction revealed that users hated the addition. 'The response was overwhelming, so we changed the game. And the game is better for it,' says Alminawi."
"Get Satisfaction has been on the Watchlist in 2010, 2011, and now 2012. This year they made it as the CRM Idol 2011 winner for the Americas but the reality is that the likelihood of them making it the 'normal' way was pretty much set in stone, I scored them and they were over the 'guaranteed winner' threshold, regardless."
"This app brings customer conversations from Facebook, Twitter and users’ websites directly inside Salesforce for quick resolution and increased sales. 'These conversations can be accessed anywhere from iPhone or Android mobile devices and help customers get instant resolution to questions and queries on the Force.com platform,' said Wendy Lea, Get Satisfaction’s CEO."
"Get Satisfaction, the San Francisco-based builder of freemium online customer support communities, has one of those longest-overnight-success-ever stories. Founded in 2007 by Thor Muller, Amy Muller, and Lane Becker, the company has had at least a couple of brushes with death on its way to finding thousands of customers and $21 million in venture capital. The way it escaped from the first one says a lot about how the company works today."
"This is the first round of the CRM Watchlist for 2012 - an assessment of the companies that I find important that will end in January 2012 with the announcement of the winners of a place in the CRM Watchlist for this year."
"Receiving feedback from customers, clients and partners is absolutely vital to the life of a any business. Businesses who don't listen will meet needs that don't exist and businesses who do that don't last very long.... In today's online business world, you must be able to receive feedback from many communications equipped platforms."
"The service got an HTML5 mobile makeover this week. Businesses with paid plans now have a mobile Get Satisfaction presence for customers who use an iPhone or iPod touch."
"According to GetSatisfaction's internal metrics, over 25% of the company's users access its online communities via search engine referrals. Over the past year, the traffic from mobile devices has nearly doubled, up from 8% to 15% of total visits... The new Web app will provide an immediate advantage to mobile app makers, who can now link to their GetSatisfaction page from within their app in order to provide customer support."
"Get Satisfaction for Mobile comes as the company is fielding more mobile demand than ever. The number of mobile visitors to Get Satisfaction communities has more than quadrupled over the past year."
"The Americas contest was particularly hard fought with Get Satisfaction edging out two of the three other contestants. Edging out was the operant phrase. It was a tough race and there were differences of opinion between the judges and the popular vote."
"Wendy Lea, CEO of Get Satisfaction, also expressed her admiration for the other CRM Idol competitors. 'Winning is wonderful, and we are greatly honored, but at the end of the day, we all need to succeed. Paul Greenberg and his team did a very important thing for new companies by shining a light on the technology and systems that are available to companies. He and other folks know the CRM market is a real deal.'"
"As more customers seek you out on Facebook, you may find it difficult to respond to all comments quickly, and you might also start missing comments as they roll off the Wall on a busy Facebook Business Page. When your Facebook Page gets too busy for manual moderation, then it might be the right time to invest and have a custom Facebook application developed to help you with Facebook customer service. provides moderation tools and customer feedback widgets to help you build your Facebook customer community."
"With Atlassian OnDemand, customers can easily choose solutions... and integrate them with third-party applications — such as such as Google Apps, Zendesk, Salesforce.com, uTest and Get Satisfaction — to add additional power, features, and versatility to their project environments. The solution offers free maintenance and upgrades of all its applications."
"Get Satisfaction, an online community platform that builds strong relationships between companies and their customers, today announced multi-language support enabling businesses everywhere to "love their customers" in their native language. Get Satisfaction communities are now available in English, Spanish, French, German, Dutch, Swedish, Portuguese and Italian."
"The discussion continues about the October 31 removal of Facebook’s discussion tab, and online community tool Get Satisfaction became the latest third party to offer an alternative. Get Satisfaction also urges page managers to back up their current discussion content for future reference. The company counts Walmart, Pampers, and Adobe among its users."
"When you’re receiving five or ten support emails a day, which is typical for a small startup’s app, handling the workload requires little more than setting up a Gmail filter. But as the volume increases, you’ll need to turn to popular options [like] Get Satisfaction."
"Get Satisfaction can give your customers (and prospects) a place to discuss your product around the clock. This is a big benefit for a startup that wants to answer questions rapidly and engage with its user community, but that perhaps doesn’t have the resources for a 24/7 call center."
"Deciding to take on a $10 million round was a big deal for Lea, who labels herself as an "old-fashioned" executive. 'I've bootstrapped a business in the past, and I'm very wary of taking other people's money,' she said. 'I was very cautious and frugal, and we made amazing progress on the first $10 million.' ... InterWest's Bruce Cleveland and Lea had previously worked together at Siebel Systems. 'When we decided it was go time, I was very keen to go to Bruce and say, 'OK here's the story.' I sensed deeply that he would get it,' Lea said. 'He moved us along very quickly, and the money is now in the bank.'"
"The San Francisco-based company plans to spend the money on translations and other product development, as well as acquisitions, said CEO Wendy Lea. Lea said she's hoping for $10 million in revenue this year, up from $2 million last year."
"Get Satisfaction can pull customer conversations from these community sites as well as the company's Facebook page. Get Satisfaction's widget can be installed on a company's Facebook page so that customers do not have to leave Facebook to ask a question. The content can then be pulled in to internal systems to support product development, customer support, or marketing. 'We tag that unstructured data and pull it through our API to a company's internal systems,' Lea says. 'The idea is that companies can reach customers where ever they are online and respond quickly.'"
"As a Get Satisfaction spokesperson noted to VentureBeat, Lea, hired in 2009, 'has experience on all sides of the industry: CEO, investor, mentor, board member many times over.' And as a co-founder at a company that was later acquired for $250 million, Lea is in a position to patiently lead Get Satisfaction toward a lucrative exit farther down the line. "This isn't the time to search for an exit,' Lea told VentureBeat. 'We are just scratching the surface of what social can do in terms of delivering real, measurable value across work functions and industries. We're witnessing the transition from 'shiny tech toy' to actual business solution.'"
"What separates Get Satisfaction from competitors is the fact that all interactions happen in an open environment and are all easily searchable by Google... The company provides value for its enterprise clients is through a direct data line to CRM services like Salesforce and Assistly, allowing brands to take actionable steps on the data unearthed by customer discussion, reducing research and support costs."
"We spoke with Wendy Lea, Get Satisfaction's CEO, about the new app and some of the new features that it will offer brands and communities.The new app allows for better integration between a post on the Facebook Wall and the existing Get Satisfaction Community. In short, Lea tells us, the system is designed so that information collected or generated on Facebook "can be turned into actionable content." The actionable part is key."
"All businesses thrive on feedback, but some are more distant from the direct experience and input of their customers. And according to Thor Muller, co-founder and CTO of Get Satisfaction, "these are the companies that find it absolutely critical to have a steady stream of feedback."Muller's company offers a platform for creating customer communities on the Web, on Facebook, via mobile devices and within widgets that can be embedded anywhere. Small businesses can use Get Satisfaction to connect openly with their customers to provide Q&A, peer-to-peer problem solving and feedback."
"Social technologies make customer service more fulfilling while scaling more efficiently than traditional technologies, makes customer advocacy for brand promotion and online retail feasible, and engages customers at an individual level which results in better products and services."
"The NCWIT Entrepreneurial Alliance helps growing tech companies plug into the movement to increase women's participation in tech creator roles," said Lucy Sanders, NCWIT CEO and Co-Founder. "NCWIT will work with the Startup America Partnership on the national level to make sure that technical startups receive the resources they need to successfully recruit, retain, and advance women in a way that enhances innovation and business."
"TechSmith's Snagit screen capture software has been available to PC users for twenty years, so the desire to answer users' top request—Snagit for the Mac platform—required an open dialogue to make Snagit on the Mac worth the wait. So TechSmith launched a crowdsourcing initiative on a Get Satisfaction community site to seek ideas and feedback, producing 450,000 participants and $500,000 in research cost savings."
"In the past year, our customer base has grown threefold and our order volume has gone up by 500 percent. But thanks to Assistly combined with Get Satisfaction, the support team receives fewer support tickets than they did a year ago."
"'You have experts who have knowledge, and you have connectors who may not have all the answers but ... they're really good at connecting a question to an answer. And you might have a copy editor who can improve the title of a question so that other people can discover it. If you have a crap product and you add game mechanics thinking that's going to increase your engagement,' warns [Get Satisfaction co-founder Thor] Muller, 'that's the equivalent of polishing a turd.'"
"Over the past three years, dozens of people had contacted an advocacy website called Get Satisfaction with nearly identical tales about DecorMyEyes: a purchase gone wrong, followed by phone calls, emails and threats, sometimes lasting for months or years. Occasionally, the owner gave his name as Stanley Bolds, but the consensus at Get Satisfaction was he and Tony Russo were the same person. Others dug a little deeper and decided that both names were fictitious and the company was owned and run by a man named Vitaly Borker."
"Having been an entrepreneur myself, owned my own business, started & founded my own business with 4 other partners. In that case though we were bootstrapped, we didn't use outside capital. It was a services business & we basically took mortgages out on our house, that's how we did it. Because of the services component the need for capital was different. It wasn't less, it was just different. We built a business from zero to $50million in about 6 to 7 years & we only had a line of credit."
"Q: How did you market your startup initially? What advice do you have for other early stage startups? A: First and foremost, you need a good story. Early on, we had a provocative position: 'Your company doesn't own its customer service.' That statement resonated with a lot of people and that's how we were able to get press"