August 21, 2013

Building Customer Trust in the Engaged Economy- Part 2

In my last post I talked about how at Enterasys we are effectively leveraging the “trifecta” of mobile, social and cloud to be constantly engaged, transparent and always-available to our customers and collaborate with them in a way that was never before possible. We have found the “triple benefit” of these technologies to far outweigh the threat or risks and we put our money where our mouth is by putting these technologies to work internally. We believe that engaging our customers begins by creating engaged employees.

We equip all 1,000 of our employees with a tablet, smartphone or both and encourage them to utilize the various social media networks to communicate and collaborate with customers.  This allows us, as a company, to become more “human” and create a truly engaging experience for our customers by developing deep relationships with them.  It also ensures that our employees are satisfied and stay engaged and don’t join the two-thirds of disengaged American workers, according to a recent Gallop poll report, which has depressing implications for not only companies, but for customers.

We recognize that mobile and social are no longer just technology, they are a lifestyle, both for our employees and our customers.  In an effort to fit into that lifestyle and meet our customers in a place where they are most comfortable, we introduced the first social machines to the market – with devices that will tweet, chat, or post to Facebook any issues a server on their client’s network is having.

We remain ahead of the curve and create end-to-end solutions that help customers in any vertical market by collaborating with them through a shared chatter group where Enterasys knowledge-base articles and video how-to’s can be shared to get immediate feedback from our customers which plays right into our R&D.

For companies to win in the new engaged economy they need to do more than just recognize it , they need to live it. By embracing these new technologies in our own company, we are creating engaged employees who are helping to create engaged customers.  It’s a win-win for all.

 

About The Contributor:
Vala AfsharChief Marketing Officer

Vala Afshar (@ValaAfshar) is the Chief Marketing Officer for Extreme Networks, responsible for global marketing. An award-winning inventor of social technologies and customer services operations, Afshar is a two-time Stevie Award winner stemming from his previous leadership of the company's Support organization, and is considered a pioneer in cloud computing, social collaboration, business intelligence and customer relationship management. Afshar is a recognized social media advocate, having been the keynote of several industry events including Salesforce’s Dreamforce, as well as Gartner and IDC conferences. His thought-leadership has been sought after by leading publications, and he regularly contributes bylines to Huffington Post, Inc., and InformationWeek, among others. To his credit, Vala was recently named by Leadtail as "the most retweeted B2B marketer." He is also the co-host of the weekly "CXO Talk" interview series, where he interviews C-level thought leaders from companies such as Accenture, SAP and Intel.

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