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Bertrand Duperrin's Library tagged personalization →  View Popular, Search in Google

Nov
22
2011

"L’idée de cette étude est simplissime : les 5 attentes majeures exprimées systématiquement par les consommateurs (Facilitation, Transparence, Confiance, Humilité et l’émergente Prévenance) sont-elles parfaitement, partiellement ou faiblement intégrées par les experts de la relation client ?"

sensduclient.blogspot.com/...perts-vs-attentes-clients.html
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service customer customercare customerservice facilitation procedures processes personalization trust transparency

  • les 5 attentes majeures exprimées systématiquement par les consommateurs (Facilitation, Transparence, Confiance, Humilité et l’émergente Prévenance) sont-elles parfaitement, partiellement ou faiblement intégrées par les experts de la relation client ?
    • 33% des experts y font référence, et cela donne lieu à un discours bien alimenté autour des thématiques suivantes:
       
      • La capacité de l’entreprise à s’affranchir des procédures, à se rendre flexible. 
      • La nécessité de personnaliser au maximum la relation. 
      • La prise de conscience du besoin d’hyper réactivité du consommateur, et la façon d’y répondre. 
      • La capacité à se démener, à se ‘plier en quatre’ pour satisfaire la demande client.
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Jan
5
2010

"The reason I bring that up is that in looking at better ways that an organization can operate, we often look at the current service delivery model. How are services shared, delivered and managed? Which functions and resources are centralized and which are distributed? Does centralization mean less flexibility? Does distribution mean less reliability? We look at services inside the organization through the lenses of People, Process and Technology.

This is a long way of saying: I’ve been thinking about “shared services” and how that concept is going to change very soon."

www.dachisgroup.com/...the-personal-enterprise
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enterprise phone facebookisation devices personaldevices personalization personalenterprise IT control datas

  • It couldn’t be more obvious these days. People are literally carrying two laptops and two cellphones with them. Sit down in any meeting (although I notice this trend far more in the US than in Canada right now) and you can be sure that a handful of the people there will reach in one pocket for their Blackberry, and then they will reach in to another pocket for their iPhone.
  • The Personal Enterprise (or the Facebookisation of it) is not about picking and choosing which services get opened up and which have controlled delivery, instead it is about opening up as much data as possible and creating an ecosystem that allows personalization to be developed.
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