Innovation is a fundamental component of true market differentiation — and consequently a key component of business growth
To be continued at Conversation Agent: Do Customers Really Want to Co-Create Your Product?.
Via Scoop.it – Serve4impact: designing design driven operations
We’re working on a report for early next year that examines channel preferences. We asked 5,000 US consumers to pick their preferred channel for completing a wide variety of activities. Given th…
Tags: Because i like to share again and again, Customer, customerservice, Front Office and Customer Service Operations, Knowledge management, Performance management, Hosts, Publishers, Social CRM and social business, Social media, Tools, Valeria Maltoni, WordPress
I would add another dimension: crossing the muddy water and accepting the mere fact of co-creation in which value is always determined by your customer
For the paper
Tags: Business, Business Services, Chief Executive Officer, Co-creation, Customer, Customer Management, Customer service, Facebook, Front Office and Customer Service Operations, Knowledge management, Performance management, Social CRM and social business, Social media, Valeria Maltoni
Found at Conversation Agent: Update on Filters.
The introduction of Google+ has brought renewed interest in two kinds of conversations:
Focusing on functionality instead of needs. And ignoring emotions and not creating an experience. How often does one still see that attitude?
The food comes first. This is part of the philosophy statement I found on the Website of a cafe’ I went to recently
To be continued at Conversation Agent: We don’t Believe the Customer Comes First.
Indeed, make it personal. Just like Zappos did. And no blurry audacious goals that one can not remember, empathize or sympathize with.
Are your employees proud to work at your company?
I was reading an article about the legendary service at the Ritz-Carlton and thinking that the company makes the strongest case for a direct correlationbetween customer service that goes beyond satisfying customers to truly connecting with them, and having an engaged and empowered work force.
As a professional interested in strategic and tactical service design and management?
This blog explores for you how service design practices develop.
With a focus in developing strong conceptual work, building design decisions on research and enabling the readers to create conversations with clients, colleagues and customers.
The blog aims to assist senior managers and professionals to reflect and improve their customer service practices.
Serve4impact explores anyone's professional passion for supporting the development of concepts, ideas and people in the service sector.
Have been a service management professional for over twenty years. Successfully managed transition programs and front office operations within numerous major Dutch companies. I am also founder of www.serve4impact.com, an attempt to define the developments in the field of service design and service management. Interested in consulting, education and writing (and occasionally speaking) engagements, as well as blogging opportunities. Expertise: Service marketing Leadership Service management Marketing performance and productivity Change management.
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