Monthly Archives: March 2009
I guess, i feel ashamed and yes I’m addicted
I didn’t haven Twitter before 2009. In the end, I’m satisfied with standard technology.
Artist: Mat Maitland
One of my resolutions for 2009 was signing up for Twitter and started to ‘Tweet’.
A couple of months and I’m finding it addictive. I’m not sure from a marketing or promotional standpoint whether it can or can’t add value (and that’s not really why I do it anyway), but as a means of accessing a torrent of information from the people you choose to follow (mine include Lance Armstrong and Axel Merx), it’s unrivalled. And in my case it is often a feed for this blog.
My own Tweets are an eclectic mix – based on Google reader, some interesting websites and Tweetdeck. Should you already be tweeting and want to follow, you can find me here
Artist: Mat Maitland
When will your HR department be accountable for customer satisfaction?
Artist: Sandro Diener
17 Mar 2009
Yes, you read that right. That’s my opinion (and for instance Gallup’s HumanSigma publication is in line with this statement)>
Customer satisfaction starts with your human resources department. Or should I say should start!
How?
Well, as they always say about achieving success, start with a plan, lay a good foundation, and have a system.
Having said that, customer satisfaction starts with HR because you need to give careful attention to who you are going to hire, how you’re going to hire, train, coach, and treat them on the job.
In other words, you create a customer-centric company by filling your positions with people who have the aptitude and the attitude to build good relationships with one another and with your customers.
By doing so, you have started a plan, and laid the foundation of a customer-centric organization. Now, all you need is a system, which will then include the training, the guidance, the encouragement, the works.
Having written down, I have to admit that my working experience is different. Somethis, the gap between what should be in a customer centric company and reality is big, big, big. And this also applies for this aspect of a customer centric company
Artist: Sandro Diener
Where do you start?
Oops, remarkable! 03/17/2009
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About
Born in Provo, Utah, 1980
Raised in Hudson, Ohio
Lives and works in Chicago, IllinoisEducation
MFA Candidate in Photography, The School of the Art Institute of Chicago, May 2009
BFA in Photography, Brigham Young University, May 2006Selected Exhibitions
2009 Ship in a Bottle – Sullivan Gallery, Chicago, IL
2008 Who I Was – Herron Gallery, Indianapolis, IN
2008 Young Curators, New Ideas / Graphics Interchange Format – Bond Street Gallery, Brooklyn, NY
2008 Is it possible to make a photograph of New Jersey regardless of where you are in the world? – Pierro Gallery, South Orange, NJ
2007 Terra Infirma – Gallery 2, Chicago, IL
2007 You’re in My Space – Gallery 2, Chicago, IL
2006 Hong Kong Noise – Gallery 303, Provo, UT
2006 Being in Body / Unremember – Mary Elizabeth Dee Shaw Gallery, Ogden, UT
2005 Identity – Twain Tippets Gallery, Logan, UT
2005 Disconnect – Finch Lane Gallery, Salt Lake City, UT
2004 Polaroid One – Harold B. Lee Library, Provo, UT
2004 Hand Drawn 1.0 – Harris Fine Arts Center, Provo, UT
Posted from Diigo. The rest of my favorite links are here.
How network(ing) sites changes works, lives and passions
Artist: Daniel Everett http://www.daniel-everett.com
http://www.slideshare.net/darmano/the-microsociology-of-networks
Artist: Daniel Everett http://www.daniel-everett.com
Lay Flat: a secret tip from me for you
Artist: Virginie Otth http://presque-rien.net/cv/index.html
If you haven’t yet ordered a copy, you can do so at www.layflat.org.
In other good news, there are already a number of locations that have agreed to stock Lay Flat on their shelves. For those of you would like to pick up a copy in person, here are some of the places that will soon have copies available:
Museum of Fine Arts, Boston (Boston, MA)
Golden Age (Chicago, IL)
FAMILY (Los Angeles, CA)
MOTTO Berlin (Berlin, Germany)
HOST Gallery Bookshop (London, U.K.)
Panorama (Tokyo, Japan)
Check in with the “Locations” tab on the website to see more as they are announced. (If you are reading this and are interested in stocking Lay Flat at your gallery or bookstore or if you have a suggestion of a location that’s in your city, don’t hesitate to get in touch!)
Artist: Virginie Otth http://presque-rien.net/cv/index.html
For those of you who are not fans of Paypal, you will be happy to hear that copies of the publication can also be purchased online through the Photo-eye Bookstore as an alternative to the Lay Flat website.
Artist: Virginie Otth http://presque-rien.net/cv/index.html
Oops, remarkable! 03/15/2009
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Walking man: Jeu de paume Paris
Robert Frank, a Foreign Look
Paris / The Americans
from 20 January 2009 until 22 March 2009
In his work Robert Frank (American, born in Switzerland in 1924) has developed a dialogue between photography and poetry, literature and painting, and created a language that both conveys subjective experience and continues the heritage of documentary photography.One of the highlights of his abundant production of photographs and films is a legendary book of photographs, The Americans (published in France in 1958). In the early 1950s, when living in New York, Frank also produced a series of images of Paris, his vision sharpened by his distance from Europe.
This exhibition proposes a dialogue between a selection of photographs of Paris, chosen by Robert Frank and Ute Eskildsen (presented at the Museum Folkwang in Essen) and the complete ensemble of photographs from The Americans, loaned for the occasion by the Maison Européenne de la Photographie (Paris).
Extending the two photographic series, Paris and The Americans, this exhibition offers a selection of his movies, both in the exhibition — Pull My Daisy (1959, 28 minutes); True Story (2004, 30 minutes) and in a special programme shown in the Auditorium.Curator: Ute Eskildsen, curator of the photography department at the Museum Folkwang, and Marta Gili, director of Jeu de Paume.
In partnership with A Nous, Blast, de l’air, evene.fr, Fip
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Terminus Nord is a superior tourist Paris hotel next to Gare du Nord in Paris, France, (10th arrondissement). Gallerie Lafayette and the spectacular Paris Nord Exhibition Centre are also only a short walk away.
Click here for hotel facilties and services
Terminus Nord Hotel in Paris offers the opportunity with its prime setting to visit important Historical monuments such as Le Sacre Coeur and Saint Denis at a distance of 2-5 km from the hotel.
Terminus Nord Hotel in Paris accommodates 236 nicely decorated guest rooms with many comfortable facilities.
For your lighter meals, drinks and refreshments there is the Whisky Club a snack bar in the Terminus Nord Hotel in Paris that also offers musical entertainment to the guests.
Terminus Nord Hotel in Paris benefits with 7 meeting rooms available to host your business events with minimum capacity of 15 and maximum of 130 people.
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ENSEIGNEMENT:
2000 – 2008 :depuis décembre 06, responsable de l’atelier de photographie à la HEAD (haute école d’art et de design de genève, domaine : arts visuels)
enseigne à l’école de photographie de vevey:
· un cours de pratique:
«photographie et contextes» pour les étudiants de formation accélérée en photographie
· un cours théorique:
«de communication» pour les étudiants du programme de formation supérieure qui consiste en un cours de coach des projets proposés à l’école. livre pour le mob, concours hermès. l’iconographie de eos , projets pour image 2004
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1962 born in Teheran Iran
1984-1990 BA Art from University of Tehran
since 1991 living and working in Germany
1992-1994 MA at Hochschule für Gestaltung, Offenbach/M.
1995-2000 Member of the art project Fahrradhalle
2001 Grant of the Hessische Kulturstiftung (Hessian cultural foundation)
Grant of the Kunstfonds-Stiftung (Kunstfond foundation)
2004 Residency at Schloss Balmoral
2005 Residency at Gertrude center of contemporarye Art, Melbourne
Khoj international Artistsworkshop , Bombay
2006 Residency at Villa Massimo, Rom
Co-curator, Treibsand, DVD Magazin on Contemporary Art, Teheran Issue
2007 Residency at BM center of contemporary Art; Istanbul
Posted from Diigo. The rest of my favorite links are here.
Is this mature content relevant for your operations?
Artist: Grant Willing www.grantwilling.com
Being a fan of Bruce Temkin and a professional using capabity maturity modells in the design and execution of organisations I really liked Bruce’s post. It is always to assess in what stage you are and – depending on your analysis – to take the logical next stepts. And connecting to that context, and acting accordingly, that’s the “leitmotiv”" of me as a professional.
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I’m thrilled to announce that we just published a new Forrester report called The Customer Experience Journey. This is the culmination of several months of research where I looked into how companies progress towards Experience-Based Differentiation (EBD), the blueprint for customer experience excellence. In this report, I defined five stages of EBD maturity:
Some other highlights from the report:
- Here’s a little bit of what goes on in each of the 5 stages:
- Stage 1 (Interested): In the first level of EBD maturity, organizations begin to believe that customer experience is an important part of their business. They start undertaking a number of different efforts without making any major investments, attempting to get a handle on the current situation. There’s a flurry of uncoordinated activity and no real leadership for customer experience activities.
- Stage 2 (Invested): Companies enter into the second level of EBD maturity after they recognize that customer experience is worthy of a significant investment; in both capital and key personnel. So the approach to customer experience becomes more organized with an intensified focus on fixing problems. We start to see centralized customer experience groups and more formalized voice of the customer programs.
- Stage 3 (Committed): In the third level of EBD maturity, firms are embracing customer experience because they understand the specific impact it has on business results like growth and profitability. The effort is no longer isolated to a few groups as customer experience becomes a major transformational effort across the organization. Instead of just trying to fix problems, the focus turns to redesigning processes.
- Stage 4 (Engaged): When companies enter into the fourth level of EBD maturity, customer experience is a key component of everything they do. Instead of re-engineering processes, the focus turns to designing break-through experiences and solidifying the culture. There’s significant emphasis on employee engagement and companies become much less dependent on a centralized customer experience group.
- Stage 5 (Embedded): At the highest level of EBD maturity, which can take companies several years to achieve, customer experience is deeply ingrained throughout the organization. Just about every employee feels ownership for maintaining the culture. The executive team no longer focuses on change but views itself as keeper of the customer-centric culture, which is viewed as a critical asset.
- Based on results from 287 companies that took our Experience-Based Differentiation self-assessment, we estimate that 37% of firms have not yet reached the first stage of maturity and the 41% are in the first two stages. Only 4% are in the 5th stage.
- I outlined 8 major activities that these customer experience groups work on including customer insight management, customer experience measurement, employee communications, and culture and training.
- I also looked at Customer-Centric DNA, which we define as: a strong, shared set of beliefs that guides how customers are treated. It turns out that Customer-Centric DNA starts to show up in Stage 3 of maturity (Committed) and becomes fully developed in Stage 5 (Embedded).
- I also uncovered a set of behaviors that make up Customer-Centric DNA, which I call the 6 C’s of Customer-Centric DNA:
- Clear beliefs
- Compelling stories
- Consistent trade-offs
- Collective celebrations
- Constant communications
- Commitment to employees
The bottom line: Get ready for a multi-year customer experience journey.
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Artist: Grant Willing www.grantwilling.com
