Enterprise 2.0, defined as use of “web 2.0” technologies to enhance processes & collaboration, starts with the right people driving the change. Sounds obvious to-be-sure. Then why do organizations continually falter? Further, enterprise wide change in general, requires the right people in the right place, who are then, subsequently, supported by process & technology. Yet […]Read More Enterprise Change: People + Process + Technology = Success.
Howdy everyone. It’s been awhile since I posted. I’m glad to be back. And to kick things off (again), I wanted to bring your attention to another great presentation by our friends at Moxie Software. The presentation, entitled “Delivering Superior Customer Service is Everyone’s Responsibility” (slides only are found here), led by Jeremiah Owyang, makes a good case […]Read More Customer Engagement: Everyone’s Responsibility.
What is it that distinguishes an organisation these days? What is that wicked differentiation that creates competitive advantage? What is that killer app that generates not just consumer loyalty, but consumer avocation and promotion? Since post- industrialisation the answer to competitive advantage has (primarily) been a strategic commitment to superior product design (as measured by […]Read More Customer Experience: The New Competitive Playground
Just finishing off Daniel Pink’s great book: “A Whole New Mind: Why Right Brainers Will Rule The World“, when this very interesting video/ commentary popped up via my best of youtube podcast. In essence, Pink (the commentator), discusses recent research coming out of MIT, that throughs into question our entire idea of compensation, reward & […]Read More Mo' Money. Mo' Problems.