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"Organizations have been trying for years to cultivate employee engagement. Like JetBlue, they persist in their efforts for good reason. One of the most powerful factors that spur customers to become advocates for a company is employees’ positive behavior and attitude. Bain consumer surveys show that the overall experience of dealing with a company often matters much more to customers than price or brand or—in industries with a big service component, such as home insurance and retail banking— even product features alone."

engagement customers advocacy service NPS management humanresources employeesengagement feedback metrics customerexperience

""Unsourcing", as the new trend has been dubbed, involves companies setting up online communities to enable peer-to-peer support among users. Instead of speaking with a faceless person thousands of miles away, customers' problems are answered by individuals in the same country who have bought and used the same products. This happens either on the company's own website or on social networks like Facebook and Twitter, and the helpers are generally not paid anything for their efforts."

customerservice customersupport outsourcing communities peers customers costsavings gamification lithium

"After a turbulent spell and a change in leadership the company decided to open up innovation to the community, initially through the Ambassador program created in 2005, allowing not only collaboration with customers but also suppliers that would enable Lego to churn out more advanced products. This modular approach was borrowed from the open source community and allowed manufacturers to design for the Lego ecosystem."

casestudies lego innovation openinnovation communities ambassadors customers

"Why do human beings collaborate? Ever since Darwin, biologists have been vexed by the question, because in evolutionary terms, self-less behavior makes no sense. We would expect altruists who act contrary to their own interest to be systematically eliminated from the species."

collaboration management altruism customers

"Big data, unstructured data, semi-structured data. Data is all over the technology news, and for good reason. It is overwhelming most organizations; requiring new ways to operate to stay competitive; helping to serve customers better; and bringing new products to market faster. "

bigdata unstructureddatas customers customerservice customerinsight insights customercentricity data knowledge knowledgecapital

"What Really Replaces Marketing (Madness)
Here’s my take on What Really Replaces Marketing (Madness). I will do so following the story line of my recent Guest Lecture for the Marketing faculty, headed by Peter Verhoef, of the University of Groningen (The Netherlands). The guest lecture was titled: Marketing Leadership in age of Service."

marketing service customersupport customers communities engagement partnership metrics value serviceeconomy

socialbusiness conceptworkers knowledgeworkers collaboration customers enterprise2.0 presentation people relations sharing

" To transform organizations so that they are fit for human beings--more inspiring and engaging and yet just as disciplined and even more productive--we need to understand why promising ideas for improving management developed in the 20th Century--such as teams, empowerment, delayering or innovation--failed to become a permanent part of the standard management repertoire. "

bureaucracy management agility scrumenablement selforganization empowerment customers middlemanagement

enterprise2.0 collaboration socialnetworks employees customers communities casestudies BASF socialmedia

"For years, book after book and article after article have praised Google as a citadel of innovation. They have lauded the incredible corporate culture where employees are treated like entrepreneurs. They have waxed lyrical about the staff’s freedom to spend 20 percent of their time on whatever they feel like going. It’s portrayed as a brilliantly innovative place with the brightest of the bright. New ideas are bubbling up all over. Writers have glowed with delight as they watched this wonder child become the star of the stock market."

google innovation management focus goal customers customersneeds needs customersatisfaction

strategy CEO leadership report study creativeleadership customerrelationship operatingdexterity operations complexity customers

"Je fais écho à l’article de Cédric avec le témoignage de British Telecom dont j’ai eu la chance d’interviewer la responsable social media (Bian Salins - @B1an). Leur approche des médias sociaux est particulièrement intéressante, car ils font preuve de beaucoup de maturité sur le sujet :"

britishtelecom socialmedia customercare conversations communitymanagement ROI ROO customers twitter facebook casestudies

"The boundary between the technologies in the home and at the office is becoming less marked, but I still have the impression that the products developed are evolutionary rather than revolutionary – blogs, wikis, communities and so on with an ‘enterprise control’ layer – nothing disruptive as such. If you look at Gartner’s Magic Quadrants on the subject, you see that there are some big and a plethora of smaller actors (ripe for a round of consolidation?) with all of them having more or less the same feature set. So the question that arises in my opinion is where do we find inspiration for software innovation?"

software softwareinnovation socialsoftware customers partnership socialcrm socialcustomer customerenablementtechnology analytics socialanalytics customerfeedback feedback

"
Les études abondent sur les réseaux sociaux, leur utilisation pour favoriser le "buzz", la marque, l'esprit d'équipe, y compris dans le voyage d'affaires. Mais les entreprises, en fait, restent sceptiques si l'on en croit l'étude publiée par Regus. Même si, à l’échelle mondiale, deux entreprises sur cinq affirment gagner de nouveaux clients grâce aux réseaux sociaux. "

socialnetworks france skepticism adoption recruitment customerrelationship customers clients

"As you can easily imagine, the point that concerns me most is the fact that you can not really make Social CRM works (but the same could be said for good social media marketing initiatives) if you are not ready to involve the entire organization, preferably before even starting with social media. Doing this requires an Enterprise 2.0 and a structure that maps external communities to appropriate internal interactions in order to socially produce the best answers and to implement smoothly/profitably the insights from the market.

Starting from the inside has also the effect of connecting different silos, helping them to trust each other and to gain the necessary sensitivity, beginnig to work together for the external community without necessarily waiting for the entire organization to evolve in a manner consistent with the needs of social media ."

enterprise2.0 socialcrm customers

The slide represents the results of polling customer, throughout the conference, about their concerns, their questions, about adding social channels to their customer service efforts. I know the slide is a little fuzzy but I am hoping to make it just a bit clearer through this post.

customers customercare customerengagement socialmedia conversations customersupport

"For now, I want to raise another discussion topic which is the current gap between what companies are doing and what customers expect from companies. The image below depicts this gap."

output socialcrm customers customersatisfaction airlines quantas hawaiianairlines

"If you understand which Customers share the passion and need, how would you go about treating them differently than Customers that don’t share those needs? How would you differentiate your product or services to better meet their needs? How would you design the service experience differently? How would you be able to better find correlations between sub-segments, by more traditional characteristics, and how would that help you better target new Customers? How would you be better able to design campaigns? Not easy questions to answer, but I bet you, if you listen really well, online and offline, you will find the answers. And I bet you that Customers will notice that you started talking their language, not yours, even if you want them to engage into your value proposition."

socialcrm customers segmentation

"The essay's review of financial results in a range of industries demonstrated how many companies depend for much of their profits on customers shooting themselves in the foot. That is, they make their best money when people fail to make choices that will serve them well. When a company games the system in this way, McGovern and Moon warned, it constitutes an open invitation for blank-sheet-of-paper newcomers to right wrongs and change the game. "Businesses that prey on customers are perpetually vulnerable to their pent-up hostility," they wrote. "Sometimes all it takes to drive mass defection is the appearance of a customer-friendly competitor.""

profits customers customerrelationship populism customerengagement

"What will the next generation business enterprise look like?

Well, there is no crystal ball to give us an exact answer for sure. However, we can certainly call out some of the key characteristics of the next generation enterprise. These include: a geographically distributed workforce; the innate ability to embrace innovation both inside and outside the organization’s boundaries; flexibility in business processes to include customers, suppliers and partners; and perhaps most important, a culture of openness and shared ideas. Yes, I am talking here about the Next Generation Collaborative Enterprise (NGCE)."

collaboration customers innovation silos workflow processes cisco rewards marketplace