Embracing connectedness
An excellent example of brand-building thought leadership, IBM’s 2012 Global CEO Study Leading Through Connections is the outcome of 1700…
Category: Trust
From push, to pull, to participatory
As we journey from push to participatory, with a stop at pull along the way, here are a few guidelines…
Where is the customer in the org?
What would have to change in most, if not all, companies, to make an organisational chart like this one work?…
Elephants can dance
An enormous amount of care A good appetite for risk An enormous amount of money A huge amount of managerial…
Become a customer company
Salesforce.com continues to impressively develop and articulate its vision. The company’s sky high marketing-budget-to-sales-revenue ratio (okay, I am jealous) may…
Integrate, extend and collaborate
Significant value is yet to be realized across most CRM deployments, according to Nucleus Research. No surprise in that statement. So,…
Practice customer experience improvement as a business discipline
Customer experience management must be viewed as a strategic business discipline, on a par with traditional fields such as finance…
Best Buy’s 2013 Super Bowl TVC: I like it
http://youtu.be/KgmhhVCLgM8
Radical transparency: open beats closed
What’s your personal communication style? When, what and how do you share? In today’s radically transparent, digitally-enabled world you need…
Is email constipating your company?
If your answer is yes, and for most of us it is yes, you need to consider banning internal email…
