Monthly Archives: September 2010
Designing Innovative Services Begins with Four Questions – Lance Bettencourt – Harvard Business Review
Service providers, like product sellers, must innovate constantly to keep their edge in the marketplace. But a very common problem prevents many from achieving innovation breakthroughs: They tend to be held back by their very zeal to achieve unsurpassed service.
Photocredit: girl-anachronism
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- The Four Phases of Design Thinking – Warren Berger – The Conversation – Harvard Business Review (fredzimny.wordpress.com)
- Check out: Why Your Customers Don’t Want to Talk to You @ Harvard Business Review (fredzimny.wordpress.com)
- Are We Nearing a Consensus on U.S. Competitiveness? (blogs.hbr.org)
- You: HBR-article “The Customer centered innovation map” (slideshare.net)
- Just agree with “”How to Say “No” to an Economic Frankenfuture”" – Umair Haque – Harvard Business Review (fredzimny.wordpress.com)
- Primer deck: Design thinking (fredzimny.wordpress.com)
- How Call Centers Use Behavioral Economics to Sway Customers – The Conversation – Harvard Business Review (fredzimny.wordpress.com)
Recommended: Top 10 Customer Experience Incompetencies
Recommended: #CRM #C Top 10 Customer Experience Incompetencies http://ht.ly/19doSL
Photocredit: BookMonger
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- Gartner´s Ed Thompson´s Keynote the life and times of CRM (fredzimny.wordpress.com)
- 4th Annual CRM Editor’s Roundtable: The State of CRM in 2010 (crm2.typepad.com)
- CRM News: Trends: 3 Trends That Will Shape CRM Evolution in the Year to Come (fredzimny.wordpress.com)
- Leading Industry Analyst- Gartner, Inc.- Names Transera “Cool Vendor” in CRM Customer Service. (prweb.com)
Anton van den Berg’s The management imperative (book review)
Some time ago Anton van den Berg and I met virtually. I understood from Anton that his biggest wish in life is to set people free from their past, present and inhibited future and allow them to experience life on a different plain. A.k.a. personal management.
Anton recently released his first book and he requested me to review this. His book is titled “The Management Imperative” and is about 90 pages. Its subtitle is “a honest look at live and how we react to it” . As Anton writes in the midst of his book his sole attention is to create awareness for personal management and personal effectiveness.
As a person and as professional I appreciate his approach of becoming capable to break with the past and determining a chosen future. Sometimes during presentations I refer to a statue in our little town of Beegden, mentioning that the present is determined by the past and that the present determines the future. Anton stresses the importance of making choices and acting accordingly.
The Management Imperative consists of personal thoughts and exercises. With a mere focus on professional and personal effectiveness.
The thoughts are written in a rough non-fiction style, which – in this case – is very effective. As a person I happen to live in an neighborhood with Range Rover-owners. Anton outlines for me in one of his thoughts in a very recognizable way how these symbols can conflict with a pursuit of professional and personal happiness.
The mental exercises that Anton describes are not revolutionary. But focusing on the results and the pleasure that can be derived is something that is not often referred in the literature as I have read.
I recommended this book for people who prefer to transform both personally and professionally. And as the author mentions, it contributes in a certain way to the emergent field of pursuing happiness..
Buy his book at http://www.lulu.com/product/ebook/the-management-imperative/11771711
Photocredit: Paul Swee
Reading The future role of social media
Reading The future role of social media in Financial Services http://ht.ly/19d6at
Photocredit: W.i.l.l.i.e.
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- Social Media Today’s wrong question What Matters More in Social Media (fredzimny.wordpress.com)
- Here’s to You, the Social Media Manager! (customerthink.com)
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GenY Doesn’t Want to Work in Your Call Center Shows Study
Outcomes are in line with the results of a recent Belgian radio discussion at STUBRU. And is partly the answer to the introduction of this recent included post on my blog.
Found at GenY Doesn’t Want to Work in Your Call Center Shows Study | Improving Employee Engagement.
Generation Y Doesn’t Want to Work in your Call Center
Sodexo Motivation Solutions, in the UK, released the results of its new survey highlighting Generation Y’s (employees aged 16 to 28) perceptions of working. The survey finds that more than half of Generation Y employees are looking to leave their jobs within a year.
While this study was conducted in the UK, the US and Canadian call center industry, are closely aligned with call center practices in the UK.
To be continued at http://beyondmorale.com/blog/leadership-development/geny-hates-your-call-center/
Photocredit: Nervous Pete
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- 3 Books on How to Help GenY Become Adults (connectwithyourteens.blogspot.com)
- Harvard Business: Gen Y’s Most Perilous Trait? (blogs.hbr.org)
- The Frontlines of American Anger: Customer Service – It’s Your Money – TIME.com (fredzimny.wordpress.com)
- Call Center Confidential: The Underbelly of Customer Centricity – Harvard Business Review (fredzimny.wordpress.com)
- Will the role and influence of the employee be different in the new world of work? (unstructure.org)
Recommended: Business awareness
Recommended: Business awareness : the social signal without relationship http://ht.ly/19coen
Photocredit: Magdalena~
