Two great examples of this in action includes the  Alcatel-Lucent ALU YouTube Service and the great work that my buddy Bert Sandie has accomplished over at  Electronic Arts. A few facts about YouTube: 24 hours of content is uploaded every minute. YouTube has more than 490 million unique users worldwide per month. There are over 92 billion page views each month. Users spend roughly 2.9 billion hours on YouTube in a month. The average user spends 15 minutes each day viewing videos. Clearly, as a consumer society, we are beginning to evolve both our sharing and viewing habits. security. MORE >>

Today’s post comes courtesy of Roger Francis, Director of Services and HR at MindLeaders ThirdForce I’ve recently returned from a business trip to the States and as usual, I was overwhelmed by the quality of customer service in comparison to the UK. Great customer service is embedded in their culture, something that shows through in the warmth of their hospitality. The problem we have in the UK (where our economy is now so dependent on the “service industry”) is not so much that our service levels are poor, it’s that they are horribly inconsistent. MORE >>

Here are several of the featured slides that were included in the deck uploaded in last night's blog post. These all have to do with making a case that (1) mobility is a way of life (2) the mobile internet. MORE >>

Today’s post comes courtesy of Ed Jackson, MindLeaders customer service manager. Yet when delivering a service we deal with different people of all ages, from different countries with different backgrounds and levels of experience. Each week our learning support managers and customer service representatives talk to and email hundreds of learners, managers, teachers, administrators etc. Customer ServiceOver the holiday period I was in Austria learning how not to fall over every two minutes. One day I was in a cab with a delightfully friendly driver. MORE >>

Traditionally this is called marketing, customer service or public relations. The best service providers around the world make it really easy for customers to lodge complaints. Service their needs. social media customer service participatory culture united breaks guitars web 2.0My previous article, Social media: It’s not about the technology! focused on the internal use of social media by employees to import and share knowledge inside the organisation. From a learning perspective, it might also be called educating your customers. The big bad wolf. Be heard. MORE >>