Here’s a link to an article I wrote for MyCustomer.comCrowdservice: The future of customer support.

The piece is a random collection of my thoughts about the subject and covers various themes including: understanding the new rules of engagement, tapping into the power of the crowd, sharing ownership and includes some thoughts on the plethora of new platforms including Twelpforce, Cofacio and Pownum. There’s also the mandatory mention of Zappos at the end, and a nice quote from the Cluetrain Manifesto at the beginning about camels. Anyway, I hope you enjoy the piece, and please do let me know your thoughts about it.