Just was watching Dreamforce 2012 and saw a demo of Salesforce Chatter communities and was wow’d! It essentially takes your internal communicaties and enables them to help the customers out. The demo focused on a Virgin America example where a customer that was flying was going to be late for a connecting flight. That customer was stressing out and didn’t think he could make it. While that was happening in the backend, the Virgin America team was notified and rallied to let the customer know he was going to be ok. They notified him with a personalized message on the Virgin America flight via their communication system attached to the seat! Really made me think would United Airlines ever do that? Probably not but we should demand that they change their internal social customer support process to be proactive and not reactive by a tweet about bad service.
Kudos to Salesforce for enabling this type of enterprise-wide community platform!