Tagged with Uncategorized
Results for Tag(s): Uncategorized
=> matched 23 conversations and an additional 5 replies
Page 1 of 3 (20 of 28 items)
-
Collaborating in Among the Weeds
by Roy Youngman on Jun 01, 2008 - 10:36 PM read 341 times
Source: http://www.ryoungman.net/?p=17Detail the devils in it, executives delegate it, and consultants typically fear it. Detail is the stuff that you can work on later when you are alone. Detail is the ultimate conversation and collaboration killer. Or is it? Wiki technology today is capable of presenting content to a community for collaboration at any level of detail. But only those who are ready, willing, and able can participate at the detail ... read more -
Collaboration: Follow the Passion
by Roy Youngman on May 19, 2008 - 11:10 AM read 219 times
Source: http://www.ryoungman.net/?p=16In my last post, I listed three behaviors senior people should consider when trying to encourage collaboration across the enterprise. The third behavior was Follow the Passion. This one I think is the most difficult for most leaders. Passion is a powerful buzzword. In most contexts, it tends to be thought of as a great thing: He is a passionate basketball player! She ... read more -
Relaunch
by Katie Carty Tierney on May 19, 2008 - 10:01 AM read 258 times
Source: http://txaggie94.wordpress.com/?p=44Over the past several weeks, there have been two exciting changes for me. First and foremost, my company re-branded as nGenera. BSG Alliance was a great name with a lot of history, but we realized that our name didn’t reflect who we were as a company. nGenera is a much better reflection of who we are and what we do. Let’s break it down… nGen = Net Generation nGen = Next ... read more -
Personal Branding
by Katie Carty Tierney on Apr 02, 2008 - 02:15 PM read 2746 times
Source: http://txaggie94.wordpress.com/?p=42Man! It’s been a long time since I’ve posted. A lot has happened in the last 2 months. First, we bought a little company called Iconixx, and added them to the BSG Alliance platform. Second, I became an aunt again. Third, we launched an internal communications vehicle (known as The Buzz), which is published Monday/Wednesday/Friday. Fourth, I got elected to the Board of Directors of my read more -
Instantly responsive to customers
by KeriP on Mar 24, 2008 - 05:34 PM read 173 times
Source: http://instantlyresponsive.wordpress.com/?p=7In previous work (my Zerotime book), I explored the idea of creating an organization that could be instantly responsive and came up with two models: 1. “Emergency Room” model, where you have to have one of everything, or at least very fast access to one of everything you might possibly need to satisfy a customer need. After all in ... read more -
Must we be responsive over the weekend?
by KeriP on Jan 14, 2008 - 02:57 PM read 1338 times
Source: http://instantlyresponsive.wordpress.com/2008/01/14/must-...We know that in this new world the work-place has expanded into our home life (and hopefully some of our home life has moved into the workplace), but I find it increasingly difficult to get away on the weekend. My computer is just sitting there waiting for me to visit. It’s my window into the web but it’s also the portal that others use to reach me. Usually that is ... read more -
Roadmap to the Customer Innovations Blogs
by Frank Capek on Jan 09, 2008 - 03:28 PM read 415 times
Source: http://customerinnovations.wordpress.com/2008/01/09/roadm...I’ve received several requests to put together a “roadmap” to the Customer Innovations blog posts I’ve done. Here is an organized path through the material I’ve posted so far. I haven’t tried to be all inclusive but have just the most substantial posts. Grab a venti dark roast and enjoy! Customer Experience 101: Customer Experience and Why It’s Important? Characteristics of an Outstanding Customer Experience read more -
The Brave New Workplace
by KeriP on Jan 03, 2008 - 11:20 AM read 532 times
Source: http://instantlyresponsive.wordpress.com/2008/01/03/the-b...I just had a wonderfully productive conversation with my colleague, Dr. Margaret Schweer. We are collaborating on a thought piece about the competencies needed to make the Next Generation Enterprise work. Margaret is a specialist in HR with a ‘minor’ in IT and I’m a specialist in IT with a ‘minor’ in HR. We work very well together and came up with a lot of new ideas we are going ... read more -
Learning to Respond Instantly is Very Web 2.0
by KeriP on Jan 02, 2008 - 12:50 AM read 983 times
Source: http://instantlyresponsive.wordpress.com/2008/01/02/hello...One of the topics that fascinates me is the design of organizations who can respond instantly. A few years ago I wrote a book with two coauthors, Raymond Yeh and George Kozmetsky, titled Zero Time: Providing Instant Customer Value –Everytime, All The Time! Wiley published this book. The basic concept of this book was to share ideas on how companies were re-inventing ... read more -
Optimizing the Most Critical Elements of the Customer Experience: Customer Choices
by Frank Capek on Dec 22, 2007 - 11:57 PM read 384 times
Source: http://customerinnovations.wordpress.com/2007/12/23/optim...From a business perspective, the most critical elements of the customer experience involve the choices that customers make: the choice to buy; the choice to recommend; the choice to continue as a customer. In practice, most organizations have insufficient insight into how customers consider their alternatives and make choices. Even worse, many organizations do things that complicate customers’ decisions and create barriers to profitable customer behavior. In this post, I ... read more -
Well, I stand corrected. Last post I expressed s...
by Esteban on Dec 12, 2007 - 02:21 AM read 481 times
Source: http://yourflatworld.wordpress.com/2007/12/12/17/Well, I stand corrected. Last post I expressed surprise about the raging, emotional debate about offshoring. I was hoping to get some angry comments of my own but I guess I was not nearly provocative enough!In any case, today I came across some McKinsey data that says offshoring is still the #3 issue for executives, after the environment and privacy and data security, though in this study only 25% were ... read more -
How Employee Experiences Drive Organizational Behavior
by Frank Capek on Dec 05, 2007 - 12:39 PM read 1133 times
Source: http://customerinnovations.wordpress.com/2007/12/05/how-e...As I’ve discussed in previous posts, the key to a consistent and differentiated customer experience is a set of deliberately designed employee experiences. The experience that customers have with most businesses is the product of very complex organizational behavior. The experience that employees have within the organization is the driver of that behavior. In addition, the nature of employee experiences has a profound impact ... read more -
Novelty Seeking and the Design of Differentiated Experiences
by Frank Capek on Dec 02, 2007 - 12:42 AM read 974 times
Source: http://customerinnovations.wordpress.com/2007/12/02/novel...Over millions of years of human development, our ability to predict has translated into our ability to survive. We live in an inherently unpredictable world. As a result, we have evolved a strong motivation to learn in a way that improves our predictions. Not only does this motivation lead to a clear survival advantage, but, in a social setting, learning how to better predict other people’s behavior leads to small ... read more -
Human Sigma: Strong on Description; Weak on Prescription
by Frank Capek on Nov 19, 2007 - 07:03 AM read 445 times
Source: http://customerinnovations.wordpress.com/2007/11/19/human...I just finished reading the new book Human Sigma; Managing the Employee-Customer Encounter by John Fleming and Jim Asplund. I’m excited that an integrated perspective on employees and customers is getting the attention it deserves. The book is well written and makes a strong case for the importance of both employee engagement and customer engagement. The authors are executives at Gallup and, as ... read more -
A Break in the Service Profit Chain: Why Improvements in Employee Engagement Dont Improve the Customer Experience?
by Frank Capek on Nov 16, 2007 - 01:41 PM read 414 times
Source: http://customerinnovations.wordpress.com/2007/11/16/a-bre...Over the past 25 years of working with companies to design and implement outstanding customer experiences, it has become resoundingly apparent that the key to a great customer experience is a deliberately designed set of employee experiences. About 10 years ago, James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger created positive awareness about “The Service Profit Chain“, which is generallysummarized as: happy employees ... read more -
Moving From Experience by Default to Experience on Demand
by Frank Capek on Nov 10, 2007 - 07:39 PM read 373 times
Source: http://customerinnovations.wordpress.com/2007/11/10/movin...Over the course of our customer experience research and consulting work, we’ve found it helpful to evaluate organizations based on their level of maturity in delivering an intentional customer experience. At each of these maturity levels, a different set of actions is required in order to improve the customers’ experience in a way that drives business performance. One simple, effective approach is described as follows: Level 1: “Experience by Default” ... read more -
Using Predictive Modeling to Optimize Customer Relationships
by Frank Capek on Nov 08, 2007 - 05:56 PM read 337 times
Source: http://customerinnovations.wordpress.com/2007/11/08/using...Predictive modeling uses a variety of analytical techniques to make predictions about the future based on current and historical data. These predictions are expressed as numbers that correspond to the likelihood a particular event, opportunity, or behavior will take place in the future. Predictive modeling can be used in making increasingly effective and individualized decisions about the treatment customers. These models analyze the customers’ past performance ... read more -
Miswanting and the Pursuit of Unhappiness
by Frank Capek on Nov 05, 2007 - 09:47 PM read 383 times
Source: http://customerinnovations.wordpress.com/2007/11/05/miswa...So, if you get that Porsche, will you be happy? How about the larger house on the other side of town? What about the Plasma TV, new outfit, pair of shoes, etc…? If you take a minute to reflect on all the things or situations you’ve really wanted… and eventually got. How many of these contributed to your overall level of happiness as much as you thought they would when ... read more -
Most Efforts to Improve Customer Relationships are Misdirected!!!
by Frank Capek on Nov 04, 2007 - 09:16 PM read 295 times
Source: http://customerinnovations.wordpress.com/2007/11/04/most-...Virtually every conversation about Customer Relationship Management is focused on improving the relationship between a company and it’s customers. While this is might be a valuable thing to think about,I believe it’s largely inconsistent with the kind of thinking required to actually improve the customers’ experience. While customers are extremely interested in relationships… I think it isquitedangerous to assume that your customers have any interest in having a “relationship” with ... read more -
Observation and Elicitation: We Like to Watch!
by Frank Capek on Nov 04, 2007 - 09:57 AM read 448 times
Source: http://customerinnovations.wordpress.com/2007/11/04/obser...How do you get to the bottom of customers’ needs, desires, priorities, experiences… ? Traditional means involve doing things like: market research (interviews, focus groups, surveys, etc…), getting feedback from your sales or service people, listening to what customers ask for or complain about on-line, etc… In general, we’ve found that these approaches are sufficient for identifying opportunities for incremental improvements in service levels associated with your existing touchpoints with the ... read more
,
Page 1 of 3 (20 of 28 items)
Featured
Subscribe
Feed for nGenera Community:
Public 
Secure
Why subscribe? What is RSS?