- The Study of Supermarket Service Design under the Context of New … (serve4impact.com)
- Forbes Leadership Highlights of the Week: The World Loses Steve Jobs (forbes.com)
Tags: Apple, Because i like to share again and again, Dell, Eric Schmidt, Facebook, Google, Intel Corporation, Microsoft, Recovery and the way out of the crisis, recession and depression, Techcrunch, Vision, visionaries, vision things, trends
Found via Andrew Mcafee. Apologies for the intervals. My answer: the early ffities……
Photocredit: Ian Bramham
- Harvard Business Review: “Montessori Builds Innovators” (montessoricopperfield.com)
Tags: Andrew McAfee, Enterprise 2.0, Intel Corporation, McAfee, MIT Sloan School of Management, Recovery and the way out of the crisis, recession and depression, Social Business, United States, Vision, visionaries, vision things, trends, Web 2.0
I receive a lot of questions about various points of etiquette with regards to social media. I also observe instances where I wish people knew some of the more common etiquette, because they seem like wonderful people, who maybe have made a mistake because they didn’t know better.
To be continued at An Insider’s Guide to Social Media Etiquette.
- Mobile etiquette seen getting worse, not better (lookatvietnam.com)
- Worthy on the Web – Week of February 25, 2011 (newswire.ca)
- Apparently, No One Likes Mobile Device Users (webpronews.com)
- Social Media Etiquette: What You Should Be Doing Online (marketingconversation.com)
Early October I was invited for two lectures. One presented by a professor, exploring the benefits and pitfalls of customer need based selling. And the other by an operational manager who outlined the approach for cross and upsell. The latter admitted that – because of the interest of stakeholders – there is a real tension (also perceived by his employees) to become real customer centric.
Why, amid so much evidence of the power of customer-centric business, are so many companies still mired in inside-out operations? Why do we hear so much talk but see so little action?
Shrage’s post reminds us that behind most great innovations lie customers and clients that made those innovations possible. “Busicom, a scientific calculator company, for example, commissioned Intel [in 1969] to design a chipset for its new programmable calculators. That led directly to Intel’s breakthrough creation of the microprocessor.” On a much broader scale, “Wal-Mart’s incessant and relentless demands for ‘everyday low prices’ transformed every supplier it touched
To be continued at http://www.customerthink.com/blog/why_is_customer_centric_marketing_still_more_talk_than_action?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+customerthink+(CustomerThink+-+All+Content)
Photocredit: y Alexander 53
Related articles by Zemanta
- Customer-Focused versus Customer-Centric, Which Are You? (theharteofmarketing.com)
- Why is customer-centric marketing still more talk than action? (customerthink.com)
- Great Customers Inspire Great Innovations (blogs.hbr.org)
- Call Center Confidential: The Underbelly of Customer Centricity (blogs.hbr.org)
- Customer Service: Live (and Lead) a Customer Culture Passionately (womensblog.score.org)
- Check out: Stat of the week: which industry is most likely to ACT on customer experience? @ CustomerThink (fredzimny.wordpress.com)
- John Tropea: Customer capitalism (johntropea.tumblr.com)
- Wim Rampen’s The social customer (fredzimny.wordpress.com)
- Social Servicing – A First Step to Social CRM | CustomerThink (fredzimny.wordpress.com)
Last week there was an article published over at Harvard Business Review’s The Conversation blog that surely attracted plenty of attention all over the place, not only because it certainly is a very good read, but also because it touches base on a key point for a successful adoption of social software within the corporate world:Training on Social Computing.
I know there are plenty of people out there who have been claiming all along that if your social software tools would require extensive training and education for your knowledge workers you are not doing things right, because they are far too complex to be used in the first place. After all, Web 2.0 tools are relatively easier and much more friendly to use than whatever else we have been using in the past, right? Well, may be not…
Check out the article Intel’s Social Media Training by Jeanne C Meister and Karie Willyerd.
Related articles by Zemanta
- Resolutions for 2010: The Über-Connected Organization (HarvardBusiness.org) (fredzimny.wordpress.com)
- Luis Suarez Dusseldorf lecture about the origins of social computing (fredzimny.wordpress.com)
- Social Networking for Business : a collaboration engineering guide in the 2.0 era | Bertrand Duperrin’s Notepad (duperrin.com)
I tweeted early January that I would write about why relationships do not matter in the customer services field. Reading this post I think I will work the importance of encounters in stead of relations in one of the forthcoming weeks. And encounters with objects and subjects not in your traditional environments create the best ideas.
And that is one of the underlying themes of this blog.
Solis, leading thinker in the integration of social media and PR, recently spoke on an intriguing concept: ideas connect us more than relationships. The premise of his argument is that ideas are what elicit passion in people. They animate us, and if we find someone with a similar interest in a given idea, we connect.
Then there was this observation by Intel’s Enterprise 2.0 lead Laurie Buczek on the only quantifiable value they found in their Enterprise 2.0 efforts:
To be continued at
Related articles by Zemanta
- Don’t Forget About The Enterprise: A Glimpse Of Enterprise 2.0 (mpdailyfix.com)
- The Wikipedia Myth – Enterprise 2.0 Knowledge Management (slideshare.net)
- Connecting the Dots in the Enterprise – The Magazine – MIT Sloan Management Review (sloanreview.mit.edu)
- A Collection of 50+ Enterprise 2.0 Case Studies and Examples (cloudave.com)
Tags: Brian Solis, Business, Enterprise 2.0, Front Office and Customer Service Operations, Knowledge management, Performance management, Intel Corporation, Knowledge management, Social Enterprise, Social media, Social network, Vision, visionaries, vision things, trends
Posted by Bruce Temkin
The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired. Our research shows that most sites have poor usability and they don’t reinforce key brand attributes. That’s why I worked with Ron Rogowski (the primary author) on a research report that created a concept called Emotional Experience Design, which we define as:
Creating interactions that engage users by catering to their emotional needs.
Emotional Experience Design is quite different from today’s functional design:
To apply Emotional Experience Design, firms must:
- Address customers’ real goals. People may come to a Web site to get service or buy a product, but that’s typically not the beginning or culmination of their journey. The mother of a newborn with stomach problems isn’t going to a site for information about medication; she’s looking for a way to bring comfort to her baby — and maybe get a little relief for herself. If firms want to engage customers, their sites must cater to these deeper customer needs..
- Develop a coherent personality. Web sites can feel sterile — devoid of a brand’s human characteristics, which are often apparent in other channels. But firms need their online experiences to do even more than just reinforce their brands; the experiences should enrich them. How? By developing a coherent, consistent personality that customers can easily recognize throughout all interactions.
- Engage a mix of senses. Over reliance on text and imagery makes many sites indistinguishable from competitors. Interestingly, most people can’t remember the content of Intel’s commercials, but they can easily imitate the Intel sound.While Web experiences don’t allow users to taste or smell objects, they can and absolutely should engage users’ senses of sight, hearing, and even touch.
The bottom line: It’s time to make emotional connections online.
Related articles by Zemanta
- A Yellow Brick Road To Customer Experience Maturity (fredzimny.wordpress.com)
- Design Can Encourage Greater Self-Disclosure (psychcentral.com)
- The Easy Way to Learn to Design Like a Pro (webdesignfromscratch.com)
- The State of User Experience (adaptivepath.com)
Tags: Author, Bruce Temkin, Customer experience, Emotional Experience Design, Experience design, Front Office and Customer Service Operations, Knowledge management, Performance management, Intel Corporation, Social CRM and social business, Transition, Usability, Vision, Vision, visionaries, vision things, trends, Ways of Seeing, Web Design and Development, Website, World Wide Web