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The Customer is King

Thank you all for the warm welcome. I am very excited to join the community and look forward to interacting with everyone!

As Chet mentioned, I will be involved in expanding the social media platform for the Cisco industry team.

I am fascinated by the new relationships that exist between businesses and customers as a result of social media. In the old paradigm, traffic was mostly one way: customers were inundated with sales and marketing information but rarely given the opportunity to provide insightful feedback. Not anymore. Via social media, the customer really is king. Customers rightly now expect a relationship that is collaborative, on-demand, automated, and in real-time. A customer can become a renowned expert and evangelist for a company – or embarrass a company by publicly criticizing its customer service.

Smart companies will embrace and promote this new relationship. It’s the best customer focus group on the planet, and it’s free! However, social media isn’t the goal but rather the journey. A smart company will also have a proper social media strategy, not just a social media presence. This is where I hope to make my biggest contribution. The Manufacturing Industry team has embarked on this social media journey to engage with you, our audience.  We need to be leading the conversation, listening properly and reaching the right people.  I hope that you will join me in this exciting process as active members and contributors as I help guide that journey. Thanks again for the warm welcome, and stay tuned!

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Social Media 2.0 – Future of Social Media Platforms

A surge in the adoption of social media by consumers and businesses has given rise to new business dynamics and the landscape is continuously evolving. The recent launch of Google+ has generated a lot of social buzz and sparked some new ideas, for example,  Michael Dell (CEO of Dell Inc.) expressed his interest in exploring Google+ Hangout for real-time customer support.

I think it’s fascinating to try to look into the future and discuss how social media channels/platforms might evolve in the next 5 years or so. For simplicity, let’s label this future social media era as Social Media 2.0! Before we do some time travel into the future, here is a quick disclaimer: the following ideas are based on my personal perspective only. That being said, let’s jump into the fun part!

Social Media 2.0 will be highly actionable

Consider the following scenario to understand what I mean by “highly actionable”. Let’s say my friend posted a picture of his/her vacation on Facebook or Google+.  I come across the post, and I like the vacation spot so much that I want to consider it for my own vacation next month. However, there aren’t many actions I can take besides clicking on the ‘Like’ button or adding a comment on that post. The following visualization depicts this limited experience:

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“Adventures of an Intern” Series to Continue This Fall

  All good things must come to an end, and luckily enough, “Adventures of an Intern” will not be one of them! This summer at Cisco has been an incredible learning experience for me, inside and outside of the Social Media Communications team. I assisted in the production of a video with the other corp comm. interns (stay tuned!), researched social networks that the team could potentially use, and of course, investigated different corporate newsrooms for our team here at The Network, Cisco’s Technology News Site.

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Welcome, Andrew Lach, newest member of the Manufacturing Industry blog team!

Please join me in welcoming Andrew Lach to the Cisco blog and our Cisco industry team! Andrew joins us as a recent MBA graduate from Duke University and will be leading the development of our social media strategy and platform. Prior to Cisco, Andrew led a unique career in Biotechnology, first as a scientist and later as a technology developer. He has also recently worked with virtualization software product marketing in the exciting new field of cloud computing.

I believe that Andrew’s background will bring a unique, interesting perspective and skill-set to our team and blogging community. He has led previous marketing and social media initiatives including guerrilla marketing campaigns and YouTube content creation. We greatly look forward to joining Andrew in action as our Blog Administration Manager. Welcome, Andrew!

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Digital Britain: Lessons Learned from London Riots

Most people can remember where they were when a high-profile news event happened — such as the 9/11 attacks on the USA.  I mention this because I was standing in a hotel room a couple of weeks ago listening to my wife tell me about the London Riots – from insights she received on her smartphone via Twitter. Reality happens in real-time, so does today’s news reporting.

The internet and mobile communications have enabled this transformation.

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