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How Big Data Will Save the Physical Store

Reports of the physical retail store’s death have been greatly exaggerated. As a recent survey from the Cisco® Internet Business Solutions Group (IBSG) found, 93 percent of products sold in the United States are still bought in brick-and-mortar locations. And while technology has upended many product categories and more than a few individual retailers, it simultaneously creates opportunities for retailers to continue to make the store shopping experience both relevant and compelling. Big Data in the store is key to achieving this.

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Social Media Is Like Gelato In A Cone #CiscoSMT #SocialSavvy

March 12, 2013 at 2:26 pm PST

Last week I spoke at an event and the definition of social media came up. Some people refer to social networking tools when they speak of social media while others refer to the notion of engagement and content on the web. I’m more of a “gelato in a cone” kinda gal. I view social media as engagement and content (gelato) that lives in some kind of an “online container”, such as a social networking site or another web platform (cone). I’m looking for both. I would even argue that customer experiences, whether social or not, could and should be connected to optimize their journey. For example, social content can live on your web site and your social networking sites and conversations can be prominently featured at your events.

Building on the “gelato in a cone” interpretation of social media, we (@CiscoSocial) will be hosting a social media event for the savvy marketer in San Jose on April 18 and 19. Anyone and everyone is welcome to attend this free event as we bring together some super bright practitioners for 2 days of live chats and presentations. The practitioners that are lending their expertise and time to our event come from Twitter, LinkedIn, Kaiser Permanente, Walmart, Adobe, SAP, Intel, VMware, Citrix, ABC, eBay, Salesforce.com, MindShare, Engauge, Percolate, BuzzFeed, Performics, Digby, Blinq Media, Cisco, and more.

You may attend in person or via webcast, just please register ahead of time.

Register for the in-person event: http://cs.co/SMevent.

Register for the webcast: http://cs.co/SMEventWebcast.

Hash tags: #CiscoSMT, #SocialSavvy

Ping us at @CiscoSocial

We have a wide range of topics lined up for you, check out some details here:  Read More »

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How Do You Get Executives Involved in Social Media?

Cisco Social Media Executive Panel Broadcast

4-3-13 Cisco Social Media Executive Panel Broadcast

“How do you get executives involved in using social media themselves? How do I make it relevant for them and their business initiatives? And how do I show them value for participating right away? ” Our social media training team is approached regularly with questions like these in hopes that there is a simple formula to include each executive into the social stream and as quickly as possible.

Are you finding yourself in the same situation? Know that you are not alone. Much of the research I continue to read indicates that there is a growing interest among executives to use social media, but we still have a ways to go.

To help make it easier, we would like to invite you to a special “Let’s Chat! Social Media Training Program Series” Cisco executive social media panel USTREAM broadcast we are hosting on April 3rd, from 9-9:45am PT. Cisco executives, with social participation ranging from starting out to seasoned, will share their insights. They will share the reasons they decided to start using social media, what they’ve experienced, and advice for peers and teams.

In addition to the questions we will ask the executive panelists, we want to open it up to you as well! Do you have questions related to this topic you would like to ask these executives? And are there other areas regarding executives and their social media participation you are interested in learning more about?

Join in the conversation using the #ciscosmt hashtag starting now and during this live broadcast. We’ll do our best to pose your questions to the executive panelists. And follow the #ciscosmt hashtag for more details.

In the meantime, here are some tips to get executives involved in social media. Are there other best practices you find helpful when encouraging executives’ participation in social media?

Getting Buy-In Tips

  • Identify with the executive’s mindset
  • Show the executive the money or bandwidth savings
  • Outline ways to capture metrics
  • Set realistic expectations
  • Develop short- and long-term strategies

Involvement Tips

  • Take small steps, starting out with listening to keywords to get a feel for the conversation
  • Encourage executives to participate in existing social channels to get started, even practicing in internal platforms first
  • Look for ways to make social media use relevant to their business needs and areas of interest
  • Show them examples of other peers that are using social media and its value as well as ways they can incorporate participation into their regular routine
  • Expand awareness around building personal reputations and integrating with business initiatives
  • Help executives participate directly rather than participating for them
  • Provide executive supporting teams with the proper training and resources
  • Monitor participation and offer helpful tips and coaching along the way

If you have any questions or are interested in other types of social media training, check out our new complimentary Cisco Social Media Training Program and follow the #ciscosmt hashtag.  To request  customized one-on-one team training sessions, email ciscosmtraining@external.cisco.com.

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Social Media Is Like Stir-From-the-Bottom Yogurt, Culture and All

Security and its integration with social media continues to be a topic of conversation amongst my colleagues in Security Intelligence Operations. We observe how “being connected” has become an integral part of many lives around the world: each voice has an opportunity to be heard, provided those voices are given unfettered access to the Internet. It’s somewhat like an electronic ecosystem of democracy. And like a democracy, the results of those voices participating in a global conversation are not always well understood or appreciated. I believe that this is due in part to those conversations being filtered through two unavoidable lenses: national borders and culture. Jean Gordon Kocienda provides an excellent analysis on the challenges faced by nation states. In this post, I’d like to offer up some thoughts on the cultural implications of the global conversations taking place in social media.

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Cisco Support Community Wins Stevie Award for Innovation in Customer Service

March 5, 2013 at 8:18 am PST

a2The Stevie Awards for Sales & Customer Service are part of an international competition designed to recognize excellence in disciplines that are crucial for business success. Organizations of all sizes from all over the world altogether entered over 1,100 entries for this year’s competition. Recently, winners of the 7th Annual Stevie Awards were unveiled at a gala ceremony held in Las Vegas, NV.

Among the lucky champions was the Cisco Support Community (CSC), which was awarded within the “Innovation in Customer Service – Computer Services & Software” category for its innovative web platforms and customer service offerings. Known for its creativity and high business impact, the community strives to leverage its software-enabled community capabilities, social media, mobile technology and open APIs to redefine the future of services. Their efforts have not only resulted in over $200 million a year in cost savings for Cisco through case deflection but also accelerated design and architecture with key partners.

Congratulations to the team and all 2013 Stevie Award winners for their commendable achievements!

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