Listening is a skill that most people don't posses. Anyone can hear a complaint or a recommendation to improve your business. Most everyone can understand what it is being said. Few people will actually have the ability to relate what they just heard to their business, create a plan of action to implement what is …
Commune, Collective, or Community – The Secret to Aggregating Users and Creating Value
Are you organizing people the right way? I read a post from @TheBrandBuilder where he talked about dropping the word followers from Twitter, replacing it with something else. He made the point that it is not about leading, it is about creating a community. I read a post from @Scobleizer decrying Twitter and FriendFeed in …
Eighty Percent of the Secret to Success is in This Post
There is always a better way to do everything. Whatever project you are working on, someone will always tell you how to do it better, faster, easier, cheaper. You will figure out a better way to do it, as soon as you are done. Someone, somewhere, ran a research project that you could've used to …
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A Methodology for Crafting Awesome Experiences – Part 5
Part 1 - Introduction Part 2 - Strategic Measurement Framework Part 3 - Design Part 4 - ValidationIf you had not had a chance to read through previous installments, please do so you can find the proper context. So far we have created out new, or improved, experiences on paper, validated them with clients and …
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Why The Obsession With Loyalty?
Organizations have an unhealthy obsession with Customer Loyalty. Fact is, and I wrote about it before, that what we measure as loyalty is not even real loyalty. Loyalty, same as satisfaction, is a feeling, an emotion and it cannot be measured or repeated. You can point me to the countless studies done that show correlation …
Measuring Up Social Media Events for CRM
How do you measure the effect of a conversation? Until now, and still continuing in most contact centers, Customer Service has been measured on the efficiency of its performance: number of calls per hour, times it takes to answer a question, time to answer an email, etc. Organizations that moved to managing experiences migrated their …
A Methodology for Crafting Awesome Experiences – Part 4
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 designed (on paper mostly) the experiences and used our acumen to do what we think …
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