John Kembel

John Kembel

RightNow Technologies
John joined RightNow in September 29 with the acquisition of HiveLive and now heads up social solutions as Vice President of RightNow Social. As CEO and founder of HiveLive, John has been a notable figure and thought leader in the social media space for several years, and continues to contribute to RightNow’s social vision.
  • 0 comments 746 reads
    Posted on 2010-02-23

    “We form networks because the benefits of a connected life outweigh the costs.”

    I attended the TED conference last week and had the pleasure of seeing Nicholas Christakis of Harvard University speak. (I’ll link to the video as soon as they post it; meanwhile, you can read about it on wired.com). Christakis explores the science behind social networks – how our personal networks influence our behavior, how people tend to flock together and how unexpected properties arise out of the social connections we form.

    Interesting stuff, especially when you consider that we’re forming more and more of our personal connections online in the social web. We are able to find large numbers of like-minded people more easily and spontaneously form communities of interest. And by doing so, we are...

  • 1 comments 1,558 reads
    Posted on 2009-12-01

    When it comes to delivering exceptional customer experiences via the social web, it’s time to get back to basics.  Sure the technologies and the networks are new, but the business fundamentals are not: companies need to understand what their customers want, solve their problems quickly, and interact with them one on one.  These are all critical customer relationship elements that often have been neglected in favor of internal efficiencies and cost savings.  Not anymore.  With the advent of social, today’s consumer is informed, connected, and vocal.  They won’t hesitate to leave if these customer experience elements aren’t there, and they’ll tell their friends (and the whole world) about it too.