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Value, the final frontier.
That is not just a bad attempt at a pun, it is a reality of what people through times have thought of value. There are many “types” of values: legal, economical, ethical, quantitative, qualitative, and financial value – just to name a few. There are also issues of perceived, realized, and [...]
IVR systems get no respect.
An IVR could be considered a great addition to a call center. It handles all incoming calls, resolves the simple requests for service through interactive applications, routes the calls to the most appropriate agent, and captures identifying information to pass along . Is the perfect attendant and can scale to [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design
If you had not had a chance to read through previous installments, please do so you can find the proper context.
OK, so far we have [...]
It has been a flurry of activity around these parts with the discussion of what is Social CRM, whether it exists, and what to call it.
First, I read this post from Brent Leary in Inc. Unfortunately, Inc is not very social and comments are not allowed.
So, when someone else Twitted that [...]
A Methodology for Crafting Awesome Experiences – Part 1, Introduction A Methodology for Crafting Awesome Experiences – Part 2, Strategic Measurement Framework
In this installment, we are covering the first of the four stages of the Methodology, Designing the Customer Experience.
Designing [...]
Censoring your community will kill it.
There are many organizations that would like to “implement” communities for their products or services. The purported benefits of great Word-of-Mouth advertising and the likelihood of collecting valuable feedback seem too attractive. At the same time, they fret over the incorrect message or information being posted to their community [...]
(If you have not read the previous entry, the introduction to this methodology, you can do so here)
In this second part I want to cover the Strategic Measurement Framework I use.
Most organizations attack customer experiences in the same way: isolated islands of processing [...]
There is no difference between communities and forums.
I had this discussion over twitter a few days ago with a “community expert” who told me that all the knowledge I had in forums could never be applied to communities. There were different things.
Lucky for this person twitter offers the ability to put your foot [...]
Big Brother is everywhere. He knows everything, controls everything.
Does he belong in your communities?
The biggest fear I come across when building communities for clients is the loss of control over the content. What if my competitor comes into my community and spreads lies about my product? What if the people who participate don’t [...]
Three Reasons Comment Moderation is Wrong (and one why it works)
Moderating comments is interrupting a conversation.
If you are running an age-appropriate blog and want to ensure that the comments are kept in line with the law, you may have a case.
The idea behind a blog is to spark the imagination of the reader, get them engaged, have them contribute. That the community and [...]