I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that I want to share with you and elaborate on.
First the summary of what he covered.
Started by ensuring we all understood that the Social Revolution is not new (remember epinions.com? when yelp [...]
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 makes it [...]
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 corroborated [...]
Twitter is dying.
Here are the symptoms:
Microblogging peaked and began the descent into the trough of disillusionment in Gartner’s 2009 Hype Cycle for emerging technologies
Twitter has long suffered unscheduled outages due to architecture, scalability, and now Denial of Service (DoS) attacks. And they lose users each time they are down.
Facebook acquired FriendFeed (long considered the Twitter [...]
Part 1 – Introduction
Part 2 – Strategic Measurement Framework
Part 3 – Design
Part 4 – Validation
If 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 internal stakeholders. Now we [...]
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 metrics 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 designed (on paper mostly) the experiences and used our acumen to do what we think customers want to [...]
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 it was available, I [...]
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 Customer Experiences is exactly the same whether you are redoing an existing one, or creating a [...]
Implementing Social Media has no effect on Loyalty.
Loyalty is achieved over a long-time, building trusty relationships and consistently delivering to expectations – or exceeding them. Expectations are set by the organization in response to customer’s needs, with an eye to what they can do to meet their needs as well. Not providing service through a [...]
