Currently viewing the tag: "Customer Experience"
(this is a cross-post of a short post I wrote for Ciboodle, a client, to introduce a research white paper I wrote)
I recently wrote an article about what an Experience Continuum is –published at MyCustomer.com – and how organizations can go about adopting the model.
It is not as simple as [...]
I am doing a Webinar with the incredible Brent Leary and Jacada Wednesday on the topic of Social Experience.
Preparing for this was quite interesting. I was working with some of the slides I have on Social Experience (available on Slideshare) and thinking about the questions that I get almost [...]
Yesterday, May 5 1020, I presented on how to evolve traditional customer experiences into socially-enhanced customer experiences at Parafest 2010.
Here are the slides, feel free to shoot me an email with any questions or comments.
Para fest 2010 changing the experience
View more presentations [...]
I had an excellent lunch with my friends at Simplybox (great company, killer idea, well implemented enterprise collaboration- not a client) on Wednesday and we had a sensational discussion on solving problems. They are going through a growth phase and are trying to position their product better based on their customers feedback. We discussed [...]
I spent the past four months talking to as many people as I could about Social CRM. I talked to thought leaders, analysts, vendors, consultants, C-level executives, corporate managers and directors — anyone who wanted to talk about it.
We discussed definitions, and models, and strategies and plans. What they are doing, what they want [...]
At the end of the year I work on my wrap-up for the year, and prepare for the year ahead.
I go through my notes from conversations, oft-forgotten “blogs that I must read”, books, and everything else that has a tangential effect into my research for next year. I end up with my “predictions” for [...]
Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer
We find ourselves now having to decide which channels (remember? Social CRM is adding social [...]
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions
It is important to recap a couple of things that we said before:
The SCRM Strategy is composed of multiple sub-strategies, some of which you may already have in [...]
This a tale of six airports, 16 hours, and one long failed experience.
It has two parts, first the story and then the lessons learned from it. Critical learning: experiences are not about technology, are about people. Read on.
Disclosure: I hate all airlines equally, and don’t expect to ever be paid by any of [...]
