- The Study of Supermarket Service Design under the Context of New … (serve4impact.com)
- Forbes Leadership Highlights of the Week: The World Loses Steve Jobs (forbes.com)
Found via Andrew Mcafee. Apologies for the intervals. My answer: the early ffities……
I receive a lot of questions about various points of etiquette with regards to social media. I also observe instances where I wish people knew some of the more common etiquette, because they seem like wonderful people, who maybe have made a mistake because they didn’t know better.
To be continued at An Insider’s Guide to Social Media Etiquette.
Early October I was invited for two lectures. One presented by a professor, exploring the benefits and pitfalls of customer need based selling. And the other by an operational manager who outlined the approach for cross and upsell. The latter admitted that – because of the interest of stakeholders – there is a real tension (also perceived by his employees) to become real customer centric.
Why, amid so much evidence of the power of customer-centric business, are so many companies still mired in inside-out operations? Why do we hear so much talk but see so little action?
Shrage’s post reminds us that behind most great innovations lie customers and clients that made those innovations possible. “Busicom, a scientific calculator company, for example, commissioned Intel [in 1969] to design a chipset for its new programmable calculators. That led directly to Intel’s breakthrough creation of the microprocessor.” On a much broader scale, “Wal-Mart’s incessant and relentless demands for ‘everyday low prices’ transformed every supplier it touched
To be continued at http://www.customerthink.com/blog/why_is_customer_centric_marketing_still_more_talk_than_action?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+customerthink+(CustomerThink+-+All+Content)
Photocredit: y Alexander 53
Last week there was an article published over at Harvard Business Review’s The Conversation blog that surely attracted plenty of attention all over the place, not only because it certainly is a very good read, but also because it touches base on a key point for a successful adoption of social software within the corporate world:Training on Social Computing.
I know there are plenty of people out there who have been claiming all along that if your social software tools would require extensive training and education for your knowledge workers you are not doing things right, because they are far too complex to be used in the first place. After all, Web 2.0 tools are relatively easier and much more friendly to use than whatever else we have been using in the past, right? Well, may be not…
Check out the article Intel’s Social Media Training by Jeanne C Meister and Karie Willyerd.
I tweeted early January that I would write about why relationships do not matter in the customer services field. Reading this post I think I will work the importance of encounters in stead of relations in one of the forthcoming weeks. And encounters with objects and subjects not in your traditional environments create the best ideas.
And that is one of the underlying themes of this blog.
Solis, leading thinker in the integration of social media and PR, recently spoke on an intriguing concept: ideas connect us more than relationships. The premise of his argument is that ideas are what elicit passion in people. They animate us, and if we find someone with a similar interest in a given idea, we connect.
Then there was this observation by Intel’s Enterprise 2.0 lead Laurie Buczek on the only quantifiable value they found in their Enterprise 2.0 efforts:
To be continued at
Posted by Bruce Temkin
The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired. Our research shows that most sites have poor usability and they don’t reinforce key brand attributes. That’s why I worked with Ron Rogowski (the primary author) on a research report that created a concept called Emotional Experience Design, which we define as:
Creating interactions that engage users by catering to their emotional needs.
Emotional Experience Design is quite different from today’s functional design:
To apply Emotional Experience Design, firms must:
The bottom line: It’s time to make emotional connections online.