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Connecting to customers is going to get more complicated, and brands (and their partners) must pay attention to the Dynamic Customer Journey . We want to hear your point of view on the Dynamic Customer Journey (either in the comments below, or from your own blog) and we’ll cross-link to thoughtful discussions. Introducing The Dynamic Customer Journey We see this disruptive theme as consumers being able to use many sources, devices, and mediums at any given time, giving them more options and choices. The result?
...what problems would you try to solve? Let me answer that by telling you a story. Every writer will tell you: first, find a good café. And while I was hunched over my laptop in one my favorite tiny cafes in London — the estimable Kaffeine , purveyors of some of the best coffee I've had the privilege to have — something tiny, yet remarkable, happened. After a few days, James, the barista, noticed that I'd come in, order a flat white , write like a man possessed for an hour or so — but never finish my coffee. He asked me why, and I replied that I espresso leaves me too wired to write, but paradoxically, I always need a little.
Now is the time to get serious about social and put your business fully on the path to becoming a socially connected enterprise. This free ebook will show you how to get there with 20 short—but impactful—principles, like: Laying the groundwork for social success Turning weak ties into strong connections Creating a social listening center Attracting new fans with social experiences
Executives certainly know what social media is. After all, if Facebook users constituted a country, it would be the world’s third largest, behind China and India. Executives can even claim to know what makes social media so potent: its ability to amplify word-of-mouth effects. Yet the vast majority of executives have no idea how to harness social media’s power.
From GPWiki Monday 01 of April, 2013 Frameworks contain the views of many. They encourage the speaking of truth creating power in visual ways. Ways simply more powerful than other approaches to problem solving or value creation. They are also the best means of alignment and arbitration when attempting to accurately figure out business issues or simplifying complex propositions.
We all know that people “hire” products and services to get a job done. Office workers hire word-processing software to create documents and digital recorders to capture meeting notes. Surgeons hire scalpels to dissect soft tissue and electrocautery devices to control patient bleeding. Janitors hire soap dispensers, paper towels, and cleansing fluid to help remove grime from their hands.
To paraphrase Peter Drucker, the primary purpose of a business is to create customers, people who are able and willing to part with their money to buy goods and services from you. To paraphrase Ronald Coase, the primary purpose of a firm is to reduce business transaction costs, principally the costs of information, search, contracting and enforcement. Words like “sharing” and “social” are often treated as fluffy and ephemeral and Utopian and otherworldly, dismissed as being too pinko-lefty-tree-hugger to make business sense. Which begs the question. What makes business sense?
Definition: “Center of Excellence” This is a program deployed by companies trending in the advanced levels of social business maturity. The Social Media Center of Excellence (CoE) is a centralized program that provides resources, training, and strategy to a variety of business units that are deploying social media in order to reduce costs, increase efficiency, and provide standardization. This team is often run by the Corporate Social Strategist, who’s the business stakeholder and program champion.
I grew up with the concept that knowledge is power and that hoarding knowledge could lead to a strong power base in an organization. That's not an unusual view from the recent past and fits a hierarchical structure inside a pre-information age company. In the old structure information generally flowed in one direction and had to pass many choke points. In the days of interoffice mail, bulletin boards, and face to face meetings it's easy to see how information could pool at certain points. All a manager had to do was not pass it along and that effectively created his information hoard.
Okay, everyone. Sit down and listen close....C'mon. Sit already.
Raf Keustermans looks at case studies and gauges expert opinion on the latest hot topic. Gamification. The world alone makes some people nervous. Or aggressive. It is one of those terms that is overused to a point where it almost lost its meaning.
Jive is perhaps one the most recognizable names in the enterprise collaboration space and many would argue that they are miles ahead of the competition. However, a part of me wonders if organizations interested in enterprise collaboration are even ready for Jive yet. One of the keys to success for organizations seeking to deploy these collaborative tools (from the vendor standpoint) is ease of use, intuitiveness, and RELEVANT feature set. It seems as though Jive can do almost anything, but is that really what organizations need or want?
Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about service design. In the past 5 or so years we’ve seen a service design renaissance, so to speak. Literature on service design is thin(ish), relatively speaking (i.e., compared to other disciplines like psychology), but does extend back for decades.
The past few days I have been at the Sales 2.0 conference in San Francisco where I presented on the use of social media for b2b sales. I attended sessions and engaged in some interesting discussions with attendees around the concept of Sales 2.0. For those not familiar with Sales 2.0 it’s similar to Enterprise 2.0 but just focused on sales — in other words addressing how sales professionals can adapt their methods and strategies within the context of how culture and technology has changed over the past few years. The Trouble With CRM Tools I should point out that I don’t consider myself a sales professional by any means.