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Alyson Stone

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Manager, Customer Programs & Publications, Desk.com

20 points

I manage customer programs and publications at Desk.com, now a Salesforce company. I also serve on the Advisory Council of Social Media Today. Always looking for the best information to give to our readers.

WEB: http://www.desk.com/blog/

Feb. 27, 2012

7 people recommends this answer by Scott Albro

Why aren't more corporate websites social?

Don, good point. When I asked the question, I was thinking about how few corporate sites have truly social features that go beyond share buttons and blogs. Specific examples of truly social features might include customer reviews, Q&A, online events, customer created content, videos like ... more

Corporate Website

Feb. 26, 2012

Alyson Stone is now following Lisa Kaczmarczyk and 11 other people

Feb. 26, 2012

Alyson Stone and 3 other people answered this question

Which companies have the best blogs?

There are so many! I have to say that lately I have been more and more drawn to Social Media Today (http://socialmediatoday.com/) because they provide such great thought leadership -- I find myself just diving deeper and deeper into the site.
Also, one of our ... more

Feb. 19, 2012

Alyson Stone and 7 other people answered this question

What are key reasons why customers remain loyal to a product or service?

I'll add my 3 favorite loyalty builders, too.
1. Respond quickly and efficiently from any place your customer reaches out to you -- Twitter, Facebook, email, phone, forums, blogs, chat, etc.
2. Remove barriers and reduce friction -- make every process smooth.
3. Be available ... more

Customer Service

Feb. 19, 2012

Alyson Stone recommends this answer by Mark Tamis

How would you define a "social enterprise"?

Enterprise 2.0 was coined by Harvard Prof. Andrew McAfee, but the term got confused with the set of tools (software) such as activity streams, enterprise wikis, collaboration platforms rather than a more open, fluid, transparent approach to doing business.
To distinguish themselves from this technical ... more

Customer Service

Nov. 12, 2011

Alyson Stone recommends this answer by Brian Vellmure (@BrianVellmure)

Who else is considered a social media scientist like Dan Zarella?

Craig,
Dr. Michael Wu IS a scientist and applies scientific analysis to what happens inside of Social Networks, mostly Lithium's Communities. Let me know if you need an introduction.
Also, check out Valdis Krebs on Social Network Analysis.
Let me know what else you are looking ... more

Social Business

July 22, 2011

Alyson Stone recommends this answer by Matthew Trifiro

Could Google+'s "Hangouts" be an effective tool for customer service?

There is a definite trend in customer service, where customer-driven companies are seeking to bring their service and support to the platforms and places where their customers spend their time.
Increasingly, people choose to do business with the companies that are easiest to reach. If I ... more

Customer Service

Customer Experience

July 21, 2011

Alyson Stone and 1 other person answered this question

What do you know/ think of STELLA Service?

I noticed that one of our Assistly customers, Bonobos (men's clothes), had the Stella seal. I reached out to Jordy Leiser at Stella, and we had a great conversation about customer service, and agreed that we had some synergy. I am hoping that Jordy will ... more

Customer Service

Customer Experience

Online Shopping

May 17, 2011

Alyson Stone answered this question

Where can a young business professional go to learn about CRM?

CRM is defined differently now compared to "the old days." It's really a multi-pronged idea now.
I have to disclose that I work for Assistly, a fast-moving startup in this space. My examples will reflect my enthusiasm for my company, so be warned!
In a nutshell:
There's the ... more

Customer Service

Information Technology

March 7, 2011

Alyson Stone and 6 other people answered this question

What is the current state of the social crm movement?

Maria, I agree with you totally. These terms -- social CRM, for instance -- are inaccurate and make it a challenge to communicate the value of Assistly to potential customers. It's collaboration, as you said. And, of course, at Assistly we totally agree that the ... more

Dec. 29, 2010

Alyson Stone recommends this answer by Tim Sanchez

Customer Service Trends: What are the top trends to watch for in 2011?

1. Enterprise Feedback - Internal/employee and external/customer feedback will become increasingly more important in executive and management decisions. Voice of the Customer programs and tools that help capture feedback will become more common in both B2C and B2B organizations. Companies like Mindshare Technologies and Vovici ... more

Customer Service

Customer Experience

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