Barry Libert was just getting back on its feet again after six months in a wheelchair when Paul spoke to him recently. Two back surgeries had rendered the founder of Mzinga nearly helpless to accomplish some everyday tasks, and Libert had learned a lot about the helpfulness of others. Upon regaining his feet, he had bought shoes from Zappos, a company that is legendary for customer service. This was a good jumping off point for a discussion about the importance of customer care and the value of communities.
Libert knows a bit about this. Mzinga manages two billion conversations monthly for 15,000 communities on behalf of 300 well-known companies. Libert believes that customer input is absolutely essential to business success, but he acknowledges that many companies struggle to internalize and act upon honest feedback. In his new book Social Nation, he talks about the essential attributes of customer-driven social media success. In this interview, he talked about the importance of customer support as a differentiator in a globalized world, which companies do it well, his amazing Ducati experience and other topics.
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