Monthly Archives: November 2010
Intruiging post: Don’t expect customer service from a US health insurance company
Found at Service Untitled» Blog Archive » Don’t expect customer service from your health insurance company.
California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. The six largest PPOs who provide coverage for 2.2 million of California’s 2.6 million PPO members were rated on a four-star scale judging various measures. For customer service, all of the companies received a “1″ except for Aetna which received a “2.”
http://www.serviceuntitled.com/health-insurance-company-cusotmer-service/2010/11/22/
Photocredit: the-bicyclette
Related articles
- New study blasts quality of California insurance customer service (americablog.com)
- Calif health insurers poor at customer service (sfgate.com)
- Health Net of Arizona is the Top-Ranked Commercial Health Plan in the State (eon.businesswire.com)
Seven Strategy Questions: A Simple Approach for Better Execution — HBS Book Robert Simons
Found at Seven Strategy Questions: A Simple Approach for Better Execution — HBS Working Knowledge.
Business leaders can’t develop and execute effective strategy without first gathering the right information, says Harvard Business School professor Robert Simons. In his new book, Seven Strategy Questions: A Simple Approach for Better Execution, Simons explains how managers can identify holes in their planning processes and make smart choices. Here’s an excerpt outlining the seven questions every manager should ask.
1. Who Is Your Primary Customer?
The first imperative—and the heart of every successful strategy implementation—is allocating resources to customers.
To be continued at http://hbswk.hbs.edu/item/6493.html
Photocredit: Captain Crank
Related articles
- An Entrepreneur’s Three Strategies To Outsmart the Quants (blogs.hbr.org)
- Do Your Teams Produce Reports or Results? (blogs.hbr.org)
Recommended: Picture of the week #19
Recommended: Picture of the week #19 : Making Money doesn’t oblige people to… http://ow.ly/1a6Dcs
Photocredit: http://cyclop.tumblr.com/
Related articles
- Picture of the week #18 : The word “try” does not exist… (duperrin.com)
Best Business Books 2010: Innovation
Found at Best Business Books 2010: Innovation.
Steven Johnson
Where Good Ideas Come From: The Natural History of Innovation(Riverhead, 2010)
John Hagel III, John Seely Brown, and Lang Davison
The Power of Pull: How Small Moves, Smartly Made, Can Set Big Things in Motion
(Basic Books, 2010)
Clay Shirky
Cognitive Surplus: Creativity and Generosity in a Connected Age
(Penguin Press, 2010)
Photocredit wil_freeborn
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- Collaboration Ideas: Books and Resources (collaborationideas.com)
- Last Day to Vote – Top 40 Innovation Bloggers (business-strategy-innovation.com)
- Contest Winners – Top 40 Innovation Bloggers (business-strategy-innovation.com)
- Recommended John Hagel and the Power of Pull at AP Amsterdam 27/9/2010 (fredzimny.wordpress.com)
- Recommended video watch: Video Book Club: The Power of Pull (fredzimny.wordpress.com)
- The Power to Pull Prosperity (blogs.hbr.org)
- From the Archives: Here comes everybody by Clay Shirky [Confessions of a Science Librarian] (scienceblogs.com)
Best Business Books 2010: Human Capital
Found at Best Business Books 2010: Human Capital.
Rob Goffee and Gareth Jones
Clever: Leading Your Smartest, Most Creative People
(Harvard Business Press, 2009)
Boris Groysberg
Chasing Stars: The Myth of Talent and the Portability of Performance(Princeton University Press, 2010)
Jody Heymann with Magda Barrera
Profit at the Bottom of the Ladder: Creating Value by Investing in Your Workforce
(Harvard Business Press, 2010)
Photocredit: http://cyclechic.blog.hu/
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- Human Capital Management Institute Announces Formation of the Workforce Intelligence Consortium (prweb.com)
- Harvard Business Review Press Names Justin Fox Editorial Director (eon.businesswire.com)
- Health and Human Capital Expert Wendy Lynch, Ph.D., Joins Limeade as Strategic Advisor (prweb.com)
Customer journey mapping & job mapping
For some reasons I had to think about my first encounters with IM in the early eighties. I see some similarities but more important: will the current encounters soon result in the same big bang changes that happened in the last two decades of the last century. I think so, work hard on it and have the same excitement and fun.
Found at Customer journey mapping vs. job mapping.
Customer journey maps are considered as a central tool in service design : Diagrams that illustrate the steps customers go through in engaging with a company or public service, whether it be a product, an online experience, retail experience, or a service, or any combination.
Customer’s typically follow a similar mental and formal process when engaging with a company. A typical framework is:
Awareness -> Research -> Engaging -> Buying -> Delivery -> Use -> Support -> Sharing
To be continued at http://www.servicedesign.lu/2010/11/22/customer-journey-mapping-vs-job-mapping/
Photocredit: Paool on deviantART
Related articles
- Using Customer Journey Maps to Improve Customer Experience – Harvard Business Review (fredzimny.wordpress.com)
- Deliver a customer experience that matches your customers journey (fredzimny.wordpress.com)
- How Do Customers Experience Your Service? (blogs.hbr.org)
- The Customer Service Paradox: Companies vs. Customer…Guess Who’s Right (fredzimny.wordpress.com)
- Nick Marsh: Servicedesign.tv – Blogs – Should service design explain everything or become obsolete? (servicedesign.tv)
- The 7 Principles of Buyer Experience Journey Mapping (customerthink.com)
- Everything I know – Everything I Know – Service Design will make it all better (not) (fredzimny.wordpress.com)
- Understanding Customer Experience (blogs.hbr.org)
- Not Your Father’s CRM…This One’s Social! (ogilvypr.com)
