csrollyson + sochap   210

10 Signs of a Company That Really Cares About Customers | Provide Support
#Customer #service perspective on #CX includes a great list of organizational indicators
customer  experience  service  list  bullsi  organization  empathy  loyalty  employee  cco  sochap  drivetotrust 
april 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
Empathy Engine | Booz
Analysis, model and framework for transforming #customer #experience
customer  experience  empathy  model  analysis  research  survey  2007  service  example  booz  management  vision  transformation  sochap  drivetotrust 
april 2017 by csrollyson
On Customer Empathy | QQSolutions
On-point post on customer empathy and active listening + insurance, hightech
empathy  customer  sochap  active  listening  insurance  example  product  success  music  gaming  microsoft  agency  drivetotrust 
april 2017 by csrollyson
Your Brand Needs a Customer Experience Transformation Before A Digital Transformation - Augie Ray
Even further, firms need to get #employee #experience right before winning in #cx and #digital #transformation
customer  digital  experience  strategy  social  business  sochap  transformation  pointofview  q4  2016  example  amazon 
january 2017 by csrollyson
Eight Ways to Build Customer Empathy - Heart of the Customer
Short practical advice for helping your #employees develop empathy for #customers #cx
customer  experience  howto  empathy  list  employee  sochap 
october 2016 by csrollyson
Americans Still More Confident in Small vs. Big Business | Gallup
"Big business regularly ranks near the bottom in confidence among major U.S. institutions"
brand  enterprise  corporate  smb  small  business  trust  2015  Statistics  usa  culture  2csrollyson  sochap  cco  2sbs 
october 2016 by csrollyson
I Found a Therapy Chat Room and Started Talking with Strangers
Example of meaningful conversations online, by a skeptic #trust #experiential
experiential  social  media  forum  example  Q4  2016  experience  australia  chat  sochap  2csra  2csrollyson  2snr 
october 2016 by csrollyson
Keepin It Simple Consulting | Home
Consultancy that addresses #employee #engagement & #organization #development
employee  engagement  organization  development  vendor  management  consulting  firm  website  cco  sochap  training 
september 2016 by csrollyson
Amazon plans to open a Chicago bookstore in Lakeview - Chicago Tribune
Customer experience lab transcends channels: @amazon goes retail in #chicago #lakeview #cx
book  retail  ecommerce  2016  q3  news  lakeview  chicago  customer  experience  store  digital  omni  channel  2csrollyson  2cdo  cco  sochap  2snr 
august 2016 by csrollyson
Real-time employee sentiment dashboard | Sigmend
Continuously measures and reports #employee sentiment #experience #engagement
employee  engagement  startup  software  management  empathy  Algorithm  sentiment  sochap  cco 
august 2016 by csrollyson
“Robots Can Restore Our Humanity” – John Hagel
How #robots can help us shift work and society toward more creativity, but we need to do this first..
robot  human  disruption  q3  2016  pointofview  institution  higher  education  transformation  creativity  work  society  industrial  knowledge  economy  sochap  cco  cdo  2csrollyson 
august 2016 by csrollyson
Shut Up and Listen, Will Ya? | Inc.com
[commented] How marketers can evolve and thrive: @tullman asserts listening is critical #socialmedia #marketing #experiential
marketing  social  media  csrblogcomment  q3  2016  pointofview  listen  prediction  software  tool  2csra  2cdo  cco  sochap  16ccc 
august 2016 by csrollyson
One Leg Too Few - Wikipedia, the free encyclopedia
Husterical history in drama, the stage, with PC recruiting context #employee #experience #engagement
history  drama  uk  petercook  dudleymoore  audition  hr  recruiting  employee  experience  engagement  sochap  cco  cdo  2csra 
july 2016 by csrollyson
$1 Billion for Dollar Shave Club: Why Every Company Should Worry - NYTimes.com
Another example of a startup that used the cloud for its operations: DSC had only 190 employees & sold for $1B
disruption  subscription  q3  2016  personal  care  acquisition  exit  virtual  consumer  brand  youtube  aws  amazon  cloud  logistics  distribution  2csra  2snr  sochap  2execguide 
july 2016 by csrollyson
IBM Watson Analytics for Social Media - United States
Interesting: How to start using #ibmwatson to analyze #socialmedia #bigdata #analytics
social  media  data  analytics  tool  watson  ibm  software  website  #bigdata  cdo  cco  sochap 
july 2016 by csrollyson
What Behavioral Economics Is Not - ideas42
Useful analysis/POV on #behavioral #economics definitions debunks "misconceptions"
behavior  economics  pointofview  intention  action  gap  analysis  psychology  definition  obama  example  government  politics  debunk  control  social  design  human  2ghcj  cco  sochap 
july 2016 by csrollyson
How Far Will You Go to Be Loved? | Inc.com
Polemic admonishes #entrepreneurs to commit to #truth telling w #investors #employees #customers #trust #relationship
exceptional  startup  entrepreneur  truth  trust  relationship  pointofview  q2  2016  investor  employee  customer  2csra  sochap  cco 
june 2016 by csrollyson
14 Ways to Help You Look Primal | Mark's Daily Apple
#Primal #hack guide: how to help your eyes in the world
of screens #grok
primal  howto  eye  vision  Q2  2016  smartphone  computer  screen  contact  nature  2csrollyson  sochap  cco 
june 2016 by csrollyson
How To Create A Successful YouTube Channel [Infographic] | Social Media Today
Useful example of #socialmedia #marketing approach to #youtube - better to start w #customer #outcomes
social  media  marketing  example  q2  2016  lesson  learned  debunk  cco  sochap  content  video  howto 
june 2016 by csrollyson
Customer churn and Retention
[commented] How to use #data #analytics to prevent #customer #churn Kudos @rautsan #cx
churn  csrblogcomment  q2  2016  customer  telecom  digital  transformation  cco  cdo  sochap  2csra  social  media  data  analytics  prevention  model  experience 
june 2016 by csrollyson
This free iOS app makes it dead simple to unsubscribe from email blasts | CIO
Mass unsubscribe annoying email: What happens to #trust transgressors #content #marketing
email  management  unsubscribe  application  iphone  ios  q2  2016  automatic  content  marketing  2sbs  2snr  sochap  cmo  2csra  trust 
june 2016 by csrollyson
Vista Equity Partners Acquires Marketo
#Marketing #automation matures: #marketo in saas rollup deal
marketing  automation  saas  software  acquisition  Q2  2016  news  rollup  maturity  cmo  2cdo  2csra  cco  sochap 
june 2016 by csrollyson
The Real Reason College Tuition Costs So Much - The New York Times
As in #healthcare, a huge portion of #highered cost is #administration; maladaptive in the Knowledge Economy
higher  education  private  government  subsidy  history  cost  career  training  usa  professor  salary  comparison  Q2  2016  Statistics  college  university  2csra  2csrollyson  sochap 
may 2016 by csrollyson
Describing Personas — Medium
[commented] The dangers of using artificial demographics in #user #experience #design #research
csrblogcomment  design  experiential  social  media  marketing  persona  journey  research  analysis  howto  user  empathy  cx  experience  sochap  2csra  cco  2cdo 
may 2016 by csrollyson
Merchandise Mart: The Epicenter of Chicago Tech | Chicago Inno
Reflection on #Chicago's changing economy, from furniture to #hightech | @1871chicago role
chicago  hightech  realestate  q2  2016  startup  entrepreneur  incubator  accelerator  history  economy  2csra  2cdo  sochap  2sbs  2snr 
may 2016 by csrollyson
Influencers vs. Celebrities: The Critical Differences | Simply Measured
[commented] VALUABLE distinction: how #influencers differ from #celebrities in #socialmedia
csrblogcomment  social  media  influencer  celebrity  q2  2016  marketing  brand  insight  business  customer  experience  cmo  cdo  cco  2csra  sochap 
may 2016 by csrollyson
When Authenticity Doesn’t Translate | INSEAD Knowledge
Survey of engineers: Colleagues value altruism over authenticity; values #trust matter
trust  authenticity  survey  engineer  work  colleague  altruism  human  behavior  social  politics  clinton  sanders  Q2  2016  sochap  2csra  2csrollyson  value 
may 2016 by csrollyson
A New Growth Theory — Work Futures
[commented] Rethinking "the firm" in today's pervasive networked ecosystem: How to thrive
economics  network  industrial  knowledge  economy  csrblogcomment  q2  2016  pointofview  transaction  cost  platform  firm  customer  partner  reflection  vision  2snr  2csra  2sbs  sochap 
may 2016 by csrollyson
Trump and the Lord’s Work - The New York Times
USA politics reflects the global lack of leadership & ensuing frustration; We can embrace the Knowledge Economy creatively
usa  politics  republican  pointofview  economy  transformation  disruption  sochap  collaboration  policy  healthcare  trade  innovation  2ghcj  2sbs 
may 2016 by csrollyson
The Power of Truth Telling At Work
[comment] Book reveals root case of #employee #engagement & performance crisis: A lack of #truth at work. What to do about it
truth  organization  culture  2016  book  author  employee  engagement  boss  colleague  howto  career  courage  risk  relationship  interview  leadership  sochap  cco  2csra  csrblogcomment 
april 2016 by csrollyson
The Difference Between Linear and Exponential Thinking | Big Think
Simple description of the magnitude+speed of change we face today, juxtaposed vs. most of human history
future  hunter  gatherer  agrarian  industrial  economy  knowledge  disruption  transformation  speed  evolution  sochap  mathematics  linear  geometric  exponential  2csrollyson  2ghcj 
april 2016 by csrollyson
How The Net Promoter Score (NPS) Is Like Global Warming [PDF]
Insightful: How #NetPromoterScore Can Breed Inaction, it's oft not actionable #cx
customer  experience  measurement  NPS  climate  change  human  psychology  complacency  service  crisis  cco  sochap 
april 2016 by csrollyson
Review Strategies and the Customer Experience | Sandhill
Solid advice: #Customer #experience and #reviews: How firms can mitigate risks, earn rewards
customer  experience  review  howto  analysis  vendor  thought  leadership  q2  2016  ugc  product  service  trust  call  center  fake  sochap  2execguide  2eglii  2sbs  2snr  cmo  cco  marketing  advice 
april 2016 by csrollyson
Starbucks' CTO brews personalized experiences | CIO
New CIO @Starbucks shares how they're using #BigData & #mobile to drive #customer #experience #retail
starbucks  big  data  personal  experience  customer  loyalty  retail  coffee  restaurant  fastfood  cio  service  example  pioneer  mobile  application  cco  2cdo  2csra  sochap  2snr 
april 2016 by csrollyson
Needle Humanizes Customer Experience with Addition of Shopping Cart Feature | Business Wire
Brilliant! @Needle platform crowdsources #customer experts on using products to create #experience #advocate #success
startup  customer  experience  advocate  specialist  crowdsourcing  ecommerce  disruption  outcome  platform  retail  jtbd  sochap  cco 
april 2016 by csrollyson
Ethnographic and Qualitative Research on Twitter
Excellent discussion of using #Twitter for #ethnography fieldwork; applicable to other #SocialMedia
ethnography  research  twitter  social  media  howto  pointofview  interview  example  field  2010  sanfrancisco  analysis  reference  text  method  cco  sochap  2csra 
march 2016 by csrollyson
13. Six ways of doing digital ethnography | media/anthropology
Superb explanation, how-to & links for #ethnographic research of #socialmedia & digital ethnography + example
social  media  ethnography  reference  exceptional  example  spain  españa  digital  2011  15M  anthropology  research  politics  protest  austerity  europe  crisis  blogs  facebook  twitter  methodology  howto  study  cco  sochap  2csra 
march 2016 by csrollyson
Motivation in a Bottle
Is this like #doping in sport? #Employees take performance enhancing drugs for work & school #engagement
pharma  work  employee  performance  engagement  student  Psychology  Vyvanse  Adderall  ADHD  ADD  apple  millennial  geny  example  story  Doping  HR  human  resources  cco  2csrollyson  sochap 
march 2016 by csrollyson
B2Bs: Disconnect Between Customer Strategies and Outcomes
Look at these stats: Gallup reveals much #RoomToImprove in #B2B #customer #experience
customer  experience  statistics  q1  2016  consulting  services  vendor  management  howto  approach  cdo  cco  sochap 
march 2016 by csrollyson
Polymedia and Ethnography: Understanding the Social in Social Media
Short POV on how #ethnography is ideally suited for understanding #socialmedia #behavior + links
ethnography  social  media  reference  research  asia  global  disaster  recovery  sochap  cco  2snr 
march 2016 by csrollyson
How Semiotic Ethnography Solved the Riddle: What Do Chronic Pain Patients Want? | RW Connect
Fascinating #semiotic #ethnography analyzes chronic pain patients' pain & home disruption #kudos @marketsemiotics
ethnography  semiotics  example  house  home  analysis  medication  pain  chronic  Q4  2015  art  painting  research  experiential  disruption  healthcare  cco  sochap  2snr  exceptional 
march 2016 by csrollyson
Woman Rescued By Homeless Stranger Raises £11,000 To Thank Him
Drunk woman misses last train in London. Helped by homeless man, she acts on her gratitude by raising £11,000 for him
uk  homeless  culture  trust  help  alcohol  train  q1  2016  london  transport  drunk  woman  man  reciprocity  gratitude  sochap  2ghcj 
march 2016 by csrollyson
Dan Ariely Interview, Part I -- A Primer on Behavioral Economics | The Best Schools
Excellent start to #behavioral #economics which is used to design social environments & technology interfaces
behavior  economics  interview  pioneer  reference  exceptional  research  book  human  sociology  finance  government  policy  design  society  pointofview  sochap  cco  service  2cdo 
march 2016 by csrollyson
Does Apple Use Jobs-to-be-Done — Jobs To Be Done — Medium
Riff on #Apple focus on #customer #experience & user-focused #design shows how #JobsToBeDone works
JTBD  example  Apple  design  powerbook  history  pioneer  customer  experience  reference  Q3  2015  reflection  cco  sochap  2csra  2cdo 
march 2016 by csrollyson
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