Tag Archives: Customer_Advocacy
Simple guidance for social media efforts – Understand::Participate::Serve
People often ask if there is a way to frame the social discussion to address the varied organizational needs. I drew this in hopes it might help enable a better separation in the muddy world of social overlap. I have kept the framework I introduced in the whitepapers (all available in the right-hand column) around […]
Oz-Blog…We’re off to see the wizard
So, where exactly did my week in Australia go? Despite the inability to see any native creatures (except two very fine gentlemen wearing the cult-fave, female-swoon-inducing three wolf moon t-shirts and the review that started sales phenom), we had a very successful week, mostly visiting with Financial Services clients looking to create better and more […]
Getting over it: the economy is no longer an excuse
So, based on the 2009 IBM Institute for Business Value CRM Research, 80% of us are thinking we will survive and nearly that amount expect recovery by mid 2010. What that means is that you cannot go into your 2010 plan still saying the market will be bad. For one, it will mean you won’t […]
Don’t Yield on Customer Trust – a new case-study and whitepaper
Link to whitepaper Link to Wall Street Journal Article Hi all, after working on a number of things all at once, apparently they are starting to all bubble up at once. To whit, a whitepaper produced earlier this year on creating a Customer Focused Enterprise - in Healthcare of all places – is finally coming […]
W is wow and wonderful and welcoming
The W Istanbul is a little slice of heaven, and it comes with the most amazing team to help you enjoy it. I could wax lyrical about this hotel for days – and probably will. How does one begin to describe a staff so smart, so dedicated and so simply in love with what they do that pleasing guests REALLY matters?
10 examples of smarter customer focus
(Please also see the 2010 version here) and the start of the 2011 versions here (which goes by industry) People often ask me about who I think is doing interesting things with web 2.0 and what social tools they should use. And I gently try to tell them it’s the wrong question. Focus on the […]
Community R/evolution
In a recent presentation my colleague, Jim Rudd and I gave to a 7,400-store retailer, I included a forward look at Communities. I am interested in your reactions to these – what do you agree with? What do you think is utter rubbish? Let me know. 1. The proliferation of communities will drive massive “discernment” (meaning tuning out) and […]
