Tag Archives: customer_experience
2010 Customer Service Hall of Shame (MSN data released May 2010)
On May 18th, MSN’s Money page published a report on the current state of customer service – as perceived by the customer. I am enamored with any research that does not use what customers tell a company directly. It’s hard to lie to a company to their face – you have to be really mad […]
The Analytics Lies We Tell Ourselves
Analytics – and their kissing cousins statistics – are vaunted as TNT – the next thing. As well they should be. What else has the raw power to transform us if we only yield our hardened and overconfident selves to its logical and principled care? But as humans, we get in the way, sub-optimizing things […]
The Next Steps in Customer Experience
So, as many of my regular digital community know, I am going to become Chief Strategist at a small firm named Covalent Marketing. While leaving IBM is a big deal, I love its people and its forward thinking, it is time again to get closer to shaping new customer approaches that meet the SHARE (simple […]
Retail perspective – IBM IBV Retail and IBV CRM, April 20, 2010
I was recently invited by Jim Kowalski and Matt Vigneri of Oracle to speak at a small dinner gathering on the current state of the market. While most of our conversation took place under the cone of silence so we could have a really honest dialogue, I did want to share them (link to slides […]
Strategic service – its for everyone, not just customer service
Digitally savvy customers are increasingly using the Internet not only to seek information, but also to interact with companies, create solutions and make decisions. Smarter companies are using an emerging concept we call Strategic Service Delivery to enable customers to use data and resources more effectively to drive better customer engagement and experiences. Creating a […]
Another step on the path forward – the new digital channels whitepaper
Going digital: The connected, collaborative path forward is finally published. The link is in the right hand nav bar, second from the top (for now). Or, to make it simple, it is also the headline above. Here is the first page, with hopes of whetting your appetite to get more: Customer Relationship Management (CRM) executives […]
McKinsey and MIT on collaboration – and its meaning for innovative market making
Link to PDF of McKinsey/McAfee interview Wanted to recap some of the great soundbytes – none out of context I hope from a McKinsey interview with Andrew McAfee, principal research scientist at the Center for Digital Business at the MIT Sloan School of Management on collaboration. Right out the gate, McAfee hits us with a […]
An example of smarter customer focus: Strategic Service Delivery from Opower
Strategic Service Delivery is about activities that improve customer interactions through new channels by sharing information, engaging people with their information and that of the world around them. It is a two-way process that embodies the “Listen-Learn-Engage-Harvest” cycle. I promised to start providing examples of Strategic Service Delivery, Complexity Reduction and Innovative Market Making – […]
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 […]
