Monthly Archives: June 2010
Outcomes-Based Experience Design « Customer Innovations – Creating Influential Experiences
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Found at Outcomes-Based Experience Design « Customer Innovations – Creating Influential Experiences.
Chris O’Leary
Bridging the Gap Between Customer Experience and Business Outcomes
by Chris O’Leary, COO, Customer Innovations, Inc.
In the 25 years we’ve been helping companies design customer experiences, one of the consistent challenges has been to estimate the business impact of specific experiential improvements. The fact is that many customer experience (CE) programs simply fail to make a compelling argument about the business value that will be generated by specific CE innovations. In the absence of a compelling business justification, executive support and sponsorship may be weak or even absent, orphaning the CE program and robbing it of the executive leadership it needs.
To be continued at http://customerinnovations.wordpress.com/2010/06/22/outcomes-based-experience-design/
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Recommended @Leadership Blog: 12 Guidelines for Leading through Learning in Turbulent Times
- Image by notsogoodphotography via Flickr
Yesterday my daily coaching for my coachees was about the the noble art of balancing acting and relaxing. This found post reflects the same attitude. 12 Guidelines indeed for anyone (because we all live in turbulent times).
12 Leadership Guidelines for Leading through Learning in Turbulent Times
In January 2009, founder and chairman of India’s Satyam Computer Services—the “largest publically traded company you’ve never heard of”—Ramalinga Raju confesses to massive accounting fraud and resigns. In a five-page letter to the board, he described the problem saying, “It was like riding a tiger, not knowing how to get off without being eaten.” In an instant, he left behind him, chaos, distrust, and plummeting moral among his more than 53,000 employees. But Riding the Tiger is not about how the Enron-like tragedy occurred, but how a leading through learning strategy calmed the chaos and helped the company recover and rebuild.
Authors and former Satyam employees Pricilla Nelson (Global Director of People Leadership) and Ed Cohen (Chief Learning Officer) share the take-away lessons learned on the road to recovery and renewal. Step one was what they eventually called the “Lights On” strategy. That is “deciding exactly what must be done to keep the business moving and doing only that which is critical to help the organization stabilize.” They describe 6-steps—beginning with hold everything and build an adaptable stop-stop-continue plan—based on the two pillars of learning and communication.
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Recommended Carl Frappaolo’s Can E2.0 Break Through the KM Cultural Barrier
- Image by SashaW via Flickr
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- Implementing E2.0 Within the European Union: Transparency and Emergence vs. Privacy and Compliance (whitepaper needs registration) (fredzimny.wordpress.com)
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Reading: Are Virgin America’s free flights a good social media strategy
- Image by Getty Images via @daylife
Reading Are Virgin America’s free flights a good social media strategy? http://ht.ly/17PEux
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Watching @Google The Nature Conservancy’s Lead Scientist, Dr. M. Sanjayan. He’s a great speaker
- Image via Wikipedia
AtGoogleTalks — 15 juni 2010 — The Atlas of Global Conservation is being published by UC Press and The Nature Conservancy on this day. It will be presented here at Google by The Nature Conservancy’s Lead Scientist, Dr. M. Sanjayan. He’s a great speaker as is evident by his appearance on David Letterman. This beautiful atlas features:
- The most comprehensive single volume on global environmental conservation and future sustainability.
- Includes the latest data on environmental threats, such as climate change, water use, habitat protection, deforestation and overfishing.
- Full-color maps and graphics are designed to facilitate sideby-side comparisons, empowering readers to draw their own conclusions.
- Brings together information that has been widely dispersed across myriad publications and databases in a format that invites evaluation and application
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Recommended: Summer Reading for Service Designers @Design for Service
- Image via Wikipedia
If y read a book, u have to apply its insights, says a Chinese verb. This found post may create many insights. May these books (or any other) benefit u on the personal, professional or organizational level.
Great summer reading!
Found at Summer Reading for Service Designers « Design for Service.
Good books on service design are few and far between. I’veput together lists in the past and so have other designers but unless you’ve actually read the books it’s tough to see the connections sometimes. Service designers draw inspiration from across disciplines and that means that a raw list isn’t always enough of a roadmap for people to triage unfamiliar reading.
Earlier this year I starting wondering whether I could adapt the system I built for organizing service design research papers to the task of organizing books. Something that could build context and uncover the “why” behind recommendations.
I’ve been working with that idea off and on for a few months now and I think it’s finally ready to launch.
Service Design Books is a co-created library of recommended reading for service designers. It’s a community website. Anyone can add a book to the library and add ratings, tags or comments to help people make sense of an emerging field.
To be continued at http://designforservice.wordpress.com/2010/06/21/summer-reading-for-service-designers/
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Recommended: The Current State Of Customer Experience
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Recommended: The Current State Of Customer Experience http://ht.ly/17P62E
Additional information:
A Temkin Group Insight Report, The Current State Of Customer Experience (.pdf).
This report, which is based on a survey of 140+ large North American companies, provides insights into the progress that companies are making on their customer experience journeys.
It looks at topics like the adoption of voice of the customer (VoC) programs and Net Promoter Scores, the use of social media activities, and the goals, obstacles, and ambitions for customer experience.
The report is on sale for $195.
Here’s the executive summary:
Using the Temkin Group customer experience competency model, we found that only 3% of firms were “Customer-Centric Organizations” while 33% of firms were “Customer-Oblivious Organizations.” While companies rated highest in the area of Purposeful Leadership, only 16% received “very good” ratings in that competency area. This data highlights that companies are still in very early stages of customer experience maturity. We expect the results to improve over time; as 65% of respondents want to be customer experience leaders within three years
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