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Ed Shepherdson

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Senior Vice President, Enterprise Solutions, Coveo

66 points

Technology and Customer Service advocate for over 30 years.

WEB: Social Profile Xeeme

Dec. 29, 2011

Ed Shepherdson and 10 other people commented on this post

Announcing Some Exciting New Changes to Focus

Transparency, Listening and taking action - well done Focus Team!

Customer Service

Human Resources

Information Technology

Dec. 18, 2011

Ed Shepherdson and 24 other people answered this question

POLL: What do you feel is social media's biggest pitfall?

I would like to put a different perspective on this topic, the biggest Pitfall of Social media is marketing. Let's look at history for a second:
1) Telephones invented - telemarketing has killed the phone as a channel
2) Email was invented - email marketing has killed ... more

Online Marketing

Nov. 16, 2011

Ed Shepherdson is now following Arka Bhattacharya and 11 other people

Nov. 2, 2011

Ed Shepherdson answered this question at this roundtable

Simplifying Social Business: How to Calculate Social Customer Service ROI [11/2 @ 11 am]

How are you determining that the social case is in fact answered? Are you following the whole conversation?

Yes, this makes sense, 10 years after self-service websites came into being - case deflection algorithms for self-service continue to be dynamic.
Cheers more

Customer Service

Nov. 2, 2011

Ed Shepherdson asked a question at this roundtable

What's Inhibiting Cloud Usage? [11/2 @ 1 pm]

Will most companies require a hybrid model that will connect information between the cloud and the content behind the firewall?

Information Technology

Cloud Computing

Oct. 16, 2011

Ed Shepherdson and 6 other people answered this question

Do you tweet more or less than you did a year ago?

Robert, thanks - this has been my feeling too! The other concern I have is that with any of these social channels you don't know if you are talking to a real identity. Any concerns with alias accounts? more

Oct. 16, 2011

Ed Shepherdson and 4 other people answered this question

What personality traits predict higher job satisfaction?

Matching personality traits to the role helps improve job satisfaction - this is very important vs only subject matter expertise.
A customers service example will help highlight this point, I was responsible for running a high tech call center which required high levels of technical knowledge. ... more

Human Resources

Employee Satisfaction

Job Satisfaction

Personality Trait

Oct. 16, 2011

Ed Shepherdson and 18 other people answered this question

Why isn't marketing more automated yet?

The question I ask myself when I think about marketing automation is that it is split into two main parts:
1) Delivery channels - I believe that the delivery channels have become so automated that for most key buy's in an organization are bombarded with marketing ... more

Lead Management

Oct. 16, 2011

Ed Shepherdson and 22 other people answered this question

Sales objections: what are the most common sales objections?

These are the objections I hear quite often:
I really like your value proposition, I don't have budget but I will see if I can pull it from our discretionary budget - never happens as it goes up the chain of command.
I will put it in ... more

Objection Handling

Sales Objection

Oct. 10, 2011

Ed Shepherdson and 1 other person answered this question

What is the best way to leverage social media for the technology and manufacturing industries?

Share, Share, Share - Neha, I think what is important for most industries today is to make sure people are creating and sharing their knowledge. There are many information captures systems that existing both in corporate systems but as well in social systems. Corporate systems ... more

Sept. 15, 2011

Ed Shepherdson and 1 other person answered this question

Can leadership qualities be developed or are they are innate?

To me Leadership is an ART, therefore a large part of it has to do with the way you are wired which are the innate characteristics of a person. I compare it to an artist, an artist has the ability to transform thoughts, feelings, emotion, ... more

General Management

Following 10 Topics

Customer Service

General Management

Information Technology

Following 12 People

Followed by 10 People

Knowledgeable in 28 Topics

#662 of 2984

Human Resources

#305 of 1481

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#412 of 1456

Information Technology

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Information Management

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Cloud Computing

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Customer Service

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Online Marketing

#290 of 360

Social Media Marketing

#299 of 366

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Simplifying Social Business

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Public Relations

#140 of 155

Social Business

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Lead Management

#221 of 261

Marketing Automation

#478 of 531