Customer Service in 2012 and Beyond Technology..
Managers in Customer Services don't need more or new technology, but what is it they do need (to do)? Here's my take for 2012 and beyond!
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Passionate about Customers
Browsing All Posts filed under »Customer Experience«
The Customer Is Always Wrong
September 7, 2011
Do you still think the Customer is always right? I don't think so! You can read why, and why that is important, in this post.
Top 5 reads on this blog over the past 6 months..
July 16, 2011
here's an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!
Value Co-Creation Canvas
June 26, 2011
Yesterday evening I played around with the canvas and came up with my own Value Co-Creation Canvas.. It's far from finished or perfect, but I believe it's good enough to present to you and ask you for feedback. I think it should be a self-explanatory canvas in the end, but am sure it isn't yet. So please ask all questions you might have. It will help me improve it.
Building a CEx that Creates Value for Customers… And for Companies
May 3, 2011
Guest post by Dr. Graham Hill, Partner, Optima Partners and Associate, DesignThinkers Too many customer experiences are created just for the benefit of companies. Customer are either a target or an afterthought. Many customer experience practitioners don’t see the 900lb Gorilla in the room; the most important touch-points are not about marketing, sales or service,… [Read more…]
Because it is time you take Customer Service seriously..
February 7, 2011
To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...
Destroying Customer Value
January 20, 2011
This is a story about how Telfort, a Dutch mobile network provider destroys four types of Customer value, with one stroke..
Service Design or Design for Service
January 11, 2011
George Julian has written a well researched, accessible and authentic post with a valid question: What is Service Design? I recommend that you read the post and the rich comments. I will not try to come up with a definition of Service Design, but I'd like to share with you my view on the topic, coming from a Service Dominant Logic. Furthermore I will try to explain how I think Social CRM, Social Networking & Value co-creation tie into this.
Wim Rampen
Talk with me on Twitter
Barry Dalton – Customer Service Stories
- Left Hand? Meet The Right Hand. February 22, 2012 Barry Dalton
Mike Boysen – Effective CRM
- Products Come and Go – Customers Will Always Have Needs January 31, 2012 Mike Boysen
Arie Goldshlager’s Posterous
- Customer Service by The Norwegian Broadcasting Boys Choir January 30, 2012
CRM Strategies by Brian Vellmure
- Thank you – Please visit my new blog home: http://www.brianvellmure.com January 18, 2012 brianvellmure
PGreenblog
- Glass 4/5 Full: Life, Business and the Narcissism of Small Things January 31, 2012 Paul G.
The Customer Revolution
- Don’t let a millennial determine your strategy February 23, 2012 Laurence Buchanan
Social CRM – The Conversation
- CRM Watchlist 2012 Winners - Consulting/SIs - The Very Final Four February 21, 2012 Paul Greenberg
Graham Hill on Customer Think
- Seven Simple Steps Towards Better Collaboration September 30, 2011 graham_hill
Esteban Kolsky’s Blog
- Lithium Closes Round D of Funding – First Take January 6, 2012 ekolsky
A. Prem Kumar’s Blog
- Rethinking "Social" in 2012 December 18, 2011 ScorpFromHell
Mitch Lieberman’s Blog
- Can you Leave Work at the Office? February 15, 2012 Mitch Lieberman
Mark Tamis’ Blog
- Go With The Customer Flow February 21, 2012 Mark Tamis
Now on Customer Think
- The Encyclopedia of Human-Computer Interaction: Disruptive Innovation February 23, 2012 ExperientalMarketer
December 9, 2011
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