Chordiant Sheds Light on Social Media Transparency
September 12, 2007
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In social media marketing, there isn’t a time when transparency isn’t a consideration. Companies are continually questioning, “How close is too close?”, or “What information should we disclose to our customers?”.
One such company that we can learn a lot from in the area of transparency is Chordiant, a developer of “customer experience” software for many global known brands in the areas of healthcare, banking, and insurance (to name a few).
In the writing of our upcoming book, I interviewed Greg Biggers, Chordiant’s Director of Product Strategy and one of the key players in the implementation of Chordiant Mesh Community, a wiki designed to increase collaboration between Chordiant and its customers.
Though our conversation spanned many topics and lasted over an hour, I’ve compiled some of the highlights of our conversation on the topic of transparency in the following (approx. 4 minute) podcast.
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5 Responses to “Chordiant Sheds Light on Social Media Transparency”
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Nice work guys, I’ll download it now and check it out
When’s the book due?
Glad you’re checking it out, Glen. The first draft of the book is done, so we’re into editing mode now. Hoping for a late fall publication date. We’ll be sure to keep everyone informed when we get a hard date.
~Jim
Nice one Jim, look forward too it.
Interesting piece. Transparency is a great concept. It’s so simple yet so hard to make a reality. I’d agree that being open and upfront is usually the best way to go. However, there are times, especially when working with a publicly traded company, that you need to be careful around market sensitive information. Care must be taken not to use the veil of transparency to manipulate stock movement. A purist approach sounds liberating, innovative and noble. Many things in life are gray. Transparency may just be one of the new shades of full disclosure.
(@ TriangleBrandGuy) - Thanks for your thoughts. Transparency is surely a difficult and uncomfortable step for large companies to make and like you said - it also opens the door for manipulation (take Whole Foods for example). What I love about the Chordiant example is that it clearly shows that transparency within product development can increase customer loyalty and buy-in. In a competitive market this can be a real differentiator.