To be continued at on CIO.com
Monthly Archives: July 2010
Resolutions 2011: Implementing A new customer experience measurement model
Photo credit: Chainthug
View more presentations from Fred Zimny.
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- Resolutions 2011: When Customer Service Advisors Become Advocates… | CustomerThink (fredzimny.wordpress.com)
- Resolutions 2011: adapting your CRM approach (fredzimny.wordpress.com)
- LSF Interactive Launches Integrated Online Marketing Solutions That Guarantee ROI (eon.businesswire.com)
- IMRG offers new index to help online retailers boost sales (computing.co.uk)
- Resolutions 2011 Implementation: 6 Steps to CRM Transformation (fredzimny.wordpress.com)
- Intriguing deck: Customer experience program KLM (via Fredzimny’s CCCCC’s) (fredzimny.wordpress.com)
Stop Trying to Delight Your Customers – Harvard Business Review
Found at Stop Trying to Delight Your Customers – Harvard Business Review via Wim Rampen.
The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.
Now ask yourself: How often do consumers cut companies loose because of terrible service? All the time. They exact revenge on airlines that lose their bags, cable providers whose technicians keep them waiting, cellular companies whose reps put them on permanent hold, and dry cleaners who don’t understand what “rush order” means.
To be continued at http://hbr.org/2010/07/stop-trying-to-delight-your-customers/ar/1?referral=00134
Photo credit: http://bicyclingsd.blogspot.com/
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- IT’s Three Key Organizational Transformations – Andrew McAfee – Harvard Business Review (fredzimny.wordpress.com)
- How Barcodes and Smartphones Will Rearchitect Information – The Conversation – Harvard Business Review (fredzimny.wordpress.com)
- David Gurteen: Harvard Business Review on Knowledge Management (opsregs.com)
- Why We (Shouldn’t) Hate HR – Bill Taylor – Harvard Business Review (fredzimny.wordpress.com)
- Harvard Business Review Press Names Justin Fox Editorial Director (eon.businesswire.com)
- No More Final Exams At Harvard? (huffingtonpost.com)
- Should you stop trying to “exceed customer expectations”? (customerthink.com)
- Recommended: Rebooting Prosperity in an Age of Austerity – Umair Haque – Harvard Business Review (fredzimny.wordpress.com)
- Agreeing with Andrew Winston’s Stop Confusing Your Customers with Cognitive Dissonance HBR (fredzimny.wordpress.com)
- Making Your Strategy Work on the Frontline – Best Practices – Harvard Business Review (fredzimny.wordpress.com)
Recommended: Duperrin’s Picture of the week #3 : The secret of my success
- Image by Frédéric de Villamil via Flickr
Recommended: Picture of the week #3 : The secret of my success… http://ht.ly/18iBML
Photo credit: http://bicyclingsd.blogspot.com/
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- Can we organize without organization ? | Bertrand Duperrin’s Notepad (duperrin.com)
- Enterprise 2.0 and HR : an incredible waste ? | Bertrand Duperrin’s Notepad (duperrin.com)
- John Tropea: Enterprise 2.0 conference : a strategic agenda for 2010-2011 | Bertrand Duperrin’s Notepad (duperrin.com)
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- John Tropea: A crisis that’s not that economic | Bertrand Duperrin’s Notepad (duperrin.com)
Recommended: Social Media Marketing trends 2010 (NSFW) The street is the most digital place! yes it is
Photo credit: http://www.velovogue.com/
View more presentations from Laurent François.
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- How Starbucks Got 10 Million Facebook Fans? (viralblog.com)
- Flipboard: The iPad Social Magazine (digitalbuzzblog.com)
- Understanding Social Media: The LIFE of Social Media Marketing (thecustomercollective.com)
- Marketing Powers Activate: Ben & Jerry’s Drop E-mail in Favor of Social Media Marketing (whattheythink.com)
- I am sick and tired of social media! (thehumanracehorses.com)
- Starbucks’s Digital Strategy & Social Integration (penn-olson.com)
- Recommended± Three social media marketing trends from the crowd at #smmuk10 from Freshnetwork (fredzimny.wordpress.com)
- Intriguing deck: Customer experience program KLM (via Fredzimny’s CCCCC’s) (fredzimny.wordpress.com)
Recommended Hugo E. Martin on Media + Marketing: Gartner’s ‘Hype Cycle’ Due Soon, But Thomas Wailgum Says His Is Better
Photocredit: http://www.velovogue.com/
So while we still wait for Gartner’s Hype Cycle 2010 (due early August 2010) on Emerging Technologies, Media Industry, Software, Consumer Electronic and other Hype Cycle I show you Wailgum’s 2010 cycle first
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- Before you jump on that bandwagon… (opinion.rapp.com)
- Social Commerce Hypes (slideshare.net)
- Gartner: Social Software Is an Enterprise Reality | DreamGrow Social Media (dreamgrow.com)
- Forecast: Expect More Clouds (chucksblog.emc.com)
- Gartner Global IT Council for IT Maintenance Develops Code of Conduct to Address IT Maintenance Consumers’ Most Serious Concerns (eon.businesswire.com)
- Leading Research Firm Includes ZyLAB in Hype Cycle for Legal and Regulatory Information Governance (eon.businesswire.com)
Leading@Google: Tony Hsieh
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- Customer Service lessons from the Zappos CEO Tony Hsieh (customerthink.com)
- Tony Hsieh, CEO of Zappos.com, talks about leadershiop. (althouse.blogspot.com)
- Show 295 – Tony Hsieh on Delivering Happiness at Zappos (theengagingbrand.typepad.com)
- Happiness explained by @Zappos (guykawasaki.com)
- Ask HN: The Best Books to Keep the Entrepreneurial Mindset? (news.ycombinator.com)
- Zappos – Delivering happiness (social-advantage.com)
- Listen to theZappos Interview: CEO Tony Hsieh On His New Book ‘Delivering Happiness: A Path to Profits, Passion and Purpose’ with Blake Landau (fredzimny.wordpress.com)
Does happiness affect productivity? | vox – Research-based policy analysis and commentary from leading economists
- Image via Wikipedia
Happiness economics typically looks at how macro-level variables such as economic growth affect happiness. This column turns such thinking on its head and asks whether a rise in happiness might change behaviour at the micro-level, looking specifically at productivity. Experiments suggest that happiness raises productivity by increase workers’ effort. Economists may need to take the emotional state of economic agents seriously.
To be continued at http://www.voxeu.org/index.php?q=node/5343
Photo credit: http://www.velovogue.com/
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- Further thoughts on happiness and life satisfaction research (stat.columbia.edu)
- Economics and Evolution as Different Paradigms XII: Behavioral Economics, or will the real Homo sapiens please stand up? [Evolution for Everyone] (scienceblogs.com)
