Member Since: 8th Jun 2009
16th Feb 2016
There are too many bad examples of using customer data but what about good examples? Are there any virtuous companies we can follow? Maybe perhaps a company that is doing privacy by design as stated in this article?
21st Jan 2016
On it's own customer effort may not be panacea but surely it would be a good metric as part of a wider dashboard that contains other measures like satisfaction, NPS, customer attrition and so on. I think there is a place for effort but would not use it as a standalone.
16th Jul 2014
I have worked in several call centers and rude customers come with the territory. But not all rude customers are bad customers and not all bad customers are rude customers. Some of our most profitable customers are those that can be un pleasant. We just have to take it on the chin after all how would they respond if we told them to be nicer? They would take their business elsewhere.
Most people are not rude all the time. They have a bad day and can be cruel. If we stopped serving every customer every time they were rude on the phone we would soon be left with not many customers! Businesses benefit from tolerance.
19th Feb 2014
Really interesting post. So do platform-based companies like Google and Facebook have an inherent advantage over other businesses and if so how can more traditional businesses adopt some of the charateristics of platform-based ones so that they can compete? I am not so sure that businesses that have a traditional legacy can compete with the likes of Google Facebook if the scenario you present is true!
7th Jul 2011
I am a Google fan. Google+ looks very good! Privacy is a big issue at the moment and that is why they sometimes get in trouble with the media but the common man I think still likes Google and their products.
31st Mar 2011
I agree with most of your thoughts Chris but am not sure about 'Social channels like Twitter, Facebook, MySpace - have no 'real' value unless taken within the context of Advertising and Public Relations.'
Surely there is customer service to be delivered and even if not that then there can be engagements that are not necessearily related to sales, marketing, customer service. Social channels aren't that cut and dry i don't think.
7th Mar 2011
A great post but VCC is over the heads of most businesses who I strongly believe will only ever look at the short-term angle. Even if they don't suffer from short termism then the ceding of control/power to the customer involved in VCC will also be prohibitive. We'll need many many use cases of how this has benefited biz before there is a sea change I feel.
9th Nov 2010
Looks like a book I'll need to pick up!!!!!!!! Thanks for the reference!!!!!!!
9th Aug 2010
Google Wave was a [***] up from the beginning - it never had a proper launch, instead drip feeding it into the community by recommendations which presumably was designed to stir up word of mouth, which I guess it kind of did for a while. But then came the crushing disappointment when it was used. What was it for? Nobody really knew. And then there was all the problems with privacy which covered it in a black cloud. Buzz's launch was a tacit admission by Google that it had released a dud. I can't imagine anyone mourning the passing of Wave though it may yet have a successful afterlife as part of an enterprise 2.0 set up.
29th Jun 2010
wave and buzz were complete wash-outs. spectacular failures. does anybody still use them????
even if there is an ounce of truth in this, it will be another bomb. what is going wrong at google? maybe it should stick to search as it seems to know nothing about social networking.