Tag: customer conversation

  • How Culture and Technology Drive our Future

    How Culture and Technology Drive our Future

    The future of emotional intelligence is the ability of organizations to sift through all the data they accumulate on people, and parse the bits of information that help them improve business decisions that also help their customers. Emotion contains a treasure trove of intelligence about future intent — one product or service misstep can make…

  • What Social Media Analytics Can’t Tell You About Your Customers

    What Social Media Analytics Can’t Tell You About Your Customers

    Analytics alone cannot tell you much about your customers. Why? Because the people who participate and post on social media, especially the most active, are not representative of your customers, that's why. This is the key takeaway in a new report out today by Vision Critical#, a company that offers a cloud-based platform for companies…

  • Content Strategy for the Customer Journey: Marketing that Makes Business Sense

    Content Strategy for the Customer Journey: Marketing that Makes Business Sense

    First, I’d like to offer some definition: a content strategy is the systematic approach for an organization to deliver the most relevant and appropriate content to the person seeking it at the time of need. It takes into consideration a) how content is experienced — for example, items like screen size, and considerations like mobility…

  • How Scaling Customer Care is Good Marketing

    How Scaling Customer Care is Good Marketing

    Mass personalization in customer care works only if your name is “mass.” As customers we typically contact a company when all other options are exhausted and only when the issue is painful/difficult enough for us to tackle on our own. When we take that step, we likely did not have the exact problem or question…

  • Concept of Identity is Shifting

    Concept of Identity is Shifting

    In tech, the concept if identity is defined by the ability to manage individuals as part of a system, for example a corporate network. Identity is one of the three primary domains to master for organizations, along with information and relationships. More recently, we have also discussed identity and the Internet. When Google announced it…

  • Renting, Reusing, and Repurposing

    Renting, Reusing, and Repurposing

    Growing up in Italy it was fairly common renting an apartment, reusing items like clothing and shoes for years, and repurposing raw materials for example by making scarves out of the material of skirts when we were done. I remember when I embroidered denim to cover up holes from use and washing — when pants…

  • We Need Media, Creative, and Technology to Work together

    When we are in the business of organizing experiences, how we split the work on the back end should not bleed onto the front end. It is the same phenomenon that held and in some cases still holds company sites within the constraints of an organization chart.  This short quote from an article in The…

  • How to Give Your Company Service Deadlines

    Usually it’s the customers who give you deadlines – and sometimes ultimatums – on service. Needing something done by, support within “x” time, service at “y” time and place. What would happen if you turned that concept on its head and gave yourself a deadline instead? As Karen Leland wrote in a guest post at…

  • What if Customers Were the Service?

    What if Customers Were the Service?

    Below is a post I wrote circa 2007 for FastCompany.com where my contributor role was to write about customer conversation. In the early days of blogging we had quite the discussions in the comments section — an example of collaboration in thinking together about a topic. Collaboration is one of the three themes I will…

  • Wells Fargo Gap in Customer Experience

    Wells Fargo Gap in Customer Experience

    I hope what Greg Satell says at Forbes# about Wells Fargo, a bank I inherited through acquisition of Wachovia in 2008#, will be true for their retail banking unit as well: [Steve Ellis, who runs its wholesale services group]  says, “I saw a chance to use the internet to create new value that didn’t exist in…