As of January 1st 2012 I am who I was in 2011, but with a new job: Manager Customer Intelligence and Brand Management (OHRA). And, what makes the story even better: I get to continue to work together with Coníche. I will also be sitting on the Coníche Board of Inspiration!
December 16, 2011
A year of blogging in lists, tweets, comments & a big Thank You!
December 9, 2011
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!
November 5, 2011
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.
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!
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.
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...
Barry Dalton – Customer Service Stories Mike Boysen – Effective CRM Arie Goldshlager’s Posterous CRM Strategies by Brian Vellmure PGreenblog The Customer Revolution Social CRM – The Conversation Graham Hill on Customer Think Esteban Kolsky’s Blog A. Prem Kumar’s Blog Mitch Lieberman’s Blog Mark Tamis’ Blog Now on Customer Think
December 31, 2011
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