Monthly Archives: March 2011

Research Findings Highlight the Evolution of Social Business | Social Media Today

Found at Research Findings Highlight the Evolution of Social Business | Social Media Today.

I am proud to release the results of the 2nd annual New Symbiosis of Professional Networks research study by The Society for New Communications Research (SNCR); a benchmark on the impact of social media on enterprise decision-making.

The study is a result of collaboration between me and Vanessa DiMauro as part of our fellowship with SNCR. My colleague at SAP and Senior Fellow at SNCR, Peter Auditore, also contributed to the analysis.

In the first study we focused on professionals’ use of social

Research Findings Highlight the Evolution of Social Business (customerthink.com)
SNCR Research Findings Highlight the Evolution of Social Business (leadernetworks.com)
Executives Flock To LinkedIn (informationweek.com)
To “Friend” Is the Trend: Social Media & Financial Services Today (customerthink.com)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Recovery and the way out of the crisis, recession and depression, Vision, visionaries, vision things, trends

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Tags: Decision making, Fellow, Peter Auditore, SAP AG, SNCR, Social media, Social Media Today, Vanessa DiMauro

Why User Experience Cannot Be Designed – Smashing Magazine

Mar 19

Posted by fredzimny

Intruiging, may be a matter of semantics. But for as a service professional the user experience needs to designed and managed.

Found at Why User Experience Cannot Be Designed – Smashing Magazine.

A lot of designers seem to be talking about user experience (UX) these days. We’re supposed to delightour users, even provide them with magic, so that they love our websites, apps and start-ups. User experience is a very blurry concept. Consequently, many people use the term incorrectly. Furthermore, many designers seem to have a firm (and often unrealistic) belief in how they can craft the user experience of their product. However, UX depends not only on how something is designed, but also other aspects. In this article, I will try to clarify why UX cannot be designed.

Smashing Magazine: Lean UX – Getting Out Of The Deliverables Business (usabilitycounts.com)

Posted in Because i like to share again and again, CRM, Enterprise 2.0, Social Media, Web 2.0 and Information Technology,, Vision, visionaries, vision things, trends

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Tags: Design, E-book, Smashing Magazine, Usability testing, user experience, User experience design, User interface design, ux

Multichannel customer service is dead. Long live agile service! | Forrester Blogs

Mar 18

Posted by fredzimny

Another nugget from Kate Leggett. Love it. Constructing a changing context is the start of the change.

Found at Multichannel customer service is dead. Long live agile service! | Forrester Blogs.

Multichannel commerce is dead, says fellow analyst Brian Walker in Forbes . The essence of this article is that customers don’t choose to interact with you on a single communication channel from start to finish. They interact with you over the most suitable channel for them at that point in time – which could be their mobile device, or a chat session, or a phone call, or email, or web self-service from their iPad. Brian calls this agile commerce.

I agree that it is an agile world out there. And, yet agility does not stop at commerce – it extends to everything that we do, from buying, to receiving marketing offers to customer service. Think, for example the process you follow to fix an issue with one of your electronic devices. You may browse a community forum, browse the company’s Facebook page, then their official website, contact an agent who cant help you, tweet about it, get contacted by a better-skilled agent who figures out you need to purchase a new driver and transfers you to someone who can process your order, which you receive on your mobile phone.