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5 Habits for Customer-Centric Execs by Patricia Seybold in Customer ExperienceThere’s a good interview on YouTube in which Bob Thompson talks about the habits that define the culture of a company. In order to have a customer-centric company, Bob asserts, your executives need to master and practice these five habits. Ronni Marshak summarizes the main points in the interview (and ...
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Breakthroughs in Bio-Computing by Patricia Seybold in InnovationIt’s now clear that the next generation of software and hardware developers will need to master both life sciences and computer science. Why? Because the two fields are increasingly becoming intertwined. This week, MIT announced: “MIT engineers have transformed bacterial cells into living calculators that can compute logarithms, divide, and ...
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Converting Insight into Action: The Operational Debrief by Ronni Marshak in Customer ExperienceCollaborating with customers to co-design your future products, services, processes, business models, and experiences is no longer a new concept. Heck, we’ve been doing it for over 20 years! But many organizations still find it difficult to act on the insights they gain from working with customers. Even when they ...
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Virtual Agents Improve Customer Satisfaction While Lowering Cost to Serve by Mitchell Kramer in Customer ServiceVirtual agents deliver bottom-line benefits. They can lower cost to serve as compared to live agents, and they can improve customer sat by improving the speed, accuracy, and consistency of the answers to customers’ questions. Contrast virtual agents with search and knowledgebase approaches that deliver many answers and leave it ...
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Why Don’t Customers Count in Rural Healthcare? by Patricia Seybold in Customer CultureThe voters on the Boothbay, Maine peninsula where I live are engaged in their annual Spring rite of voting and town meetings to discuss and pass their budgets for the year. It’s a wonderful slice of Americana. As many of you know, I have been involved for over 10 months ...
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Techniques for Facilitating Effective Group Meetings by Ronni Marshak in InnovationLisa Kimball is a thought leader and master on changing the structure of conversations in order to help people deal with complex issues. A few weeks ago, Patty presented her interview of Lisa (in How We Learn and How to Change) including a discussion of “Liberating Structures,” simple facilitation techniques ...
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Disconnects with Offshore Customer Service by Ronni Marshak in Customer ServiceI’m sure you are tired of articles about the Boston Marathon bombings and aftermath events. I know I am, and I live in Boston, in one of the neighborhoods that was in lock down on April 17 and 18. But something that happened during that week brought me to clarity ...
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Citizens' Reactions to Boston Marathon Bombing: Good and Bad by Patricia Seybold in Social MediaIn the aftermath of the horrific bombing of the iconic Patriots’ Day Boston Marathon—it seems to me that officials and citizens, first responders, and the Internet—have all played important supportive roles. Unfortunately, US residents are getting a series of lessons in how to cope with senseless mass violence. These are ...
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What JC Penney’s Management Shake Up Can Teach Us by Ronni Marshak in Customer ExperienceYou’re probably aware of the high profile executive ouster that occurred recently at retailer JC Penney. It was newsworthy because the ousted CEO was one of the most successful executives at Apple—Ron Johnson was the VP of Retail Operations at Apple from January 2000 to November 2011. He is widely ...
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Students Co-Design African Rural University by Patricia Seybold in InnovationI have been a part of the gestation, birth, and early childhood of this fledgling university as a member of the University Council (its governing body) since its inception. This truly is a unique undertaking—an all women’s university, designed to train the women who will help transform the African bush, ...
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Flip Your Meetings and Your Classrooms by Lisa Kimball in InnovationRecently, I was talking with colleagues about an idea that is taking the education world by storm—the FLIPPED CLASSROOM and I thought, "I should have had a V-8!" We need to start talking about "flipped" meetings! The "flipped" classroom is a hot idea—and people seem to "get" it. Here's the ...
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Bitcoin Hacked Again and Again by Patricia Seybold in InnovationLast week we joined the media frenzy that seemed to suddenly swirl around the odd digital currency known as Bitcoin. That same day, one of the top Bitcoin exchanges, Mt. Gox, suffered a denial of service attack, sending the value of Bitcoins down as investors began panic selling. Value of ...
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What You Should Know about the Bitcoin Revolution by Patricia Seybold in InnovationWhat would you do if you feared that your bank was going to confiscate the bulk of your savings? You'd remove your funds from that bank, wouldn't you? That's what's happening all over Europe (and in other parts of the world), triggered by the “haircut”that customers of Cypriot banks received ...
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Don't Mess with Your Customers' Money! by Patricia Seybold in Customer ExperienceTalk about customer unfriendly moves! The recent threat by Cyprus to tax savings' depositors on their savings—essentially removing money from their savings accounts—in order to bail out troubled banks is a TERRIBLE idea. Even worse is the contagion this idea has triggered around the world. Similar bills are being considered ...
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Re-Inspired by the Women of the African Rural University in Uganda by Patricia Seybold in InnovationJust finishing a 10-day trip to the African Rural University in Uganda. It's so refreshing to be at an institution that practices reflective conversations and collaborative design as their modus operandi! The women who graduate from this all-women University receive a Bachelor of Science in Technologies for Rural Transformation. I ...
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Is It Time to Take Your Kids to Live Abroad? by Patricia Seybold in OtherRecently, I met a neighbor in our rural Maine town who happily informed me that she was moving to Rome. She said, “I’m single again. My kids are off to college. It seemed like a great time for me to look for a job abroad.” While congratulating her on her ...
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How Is Customer Service Technology Changing? by Mitchell Kramer in Customer ServiceHow did Customer Service Technology fare in 2012? With this 4Q2012 Customer Service Update Report, we complete our ninth year of quarterly updates on the suppliers and products in customer service. Yes, we’ve been writing these reports since 2004, focusing on factors that are important in the evaluation, comparison, and ...
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Humorous Example of Metaphors Run Amuck by Patricia Seybold in InnovationThis is a GREAT complement to Peter Horne's Article New Metaphors Spur Innovation -- I received this as email humour but it's SO a propos I couldn't resist posting this..... If Bud Abbott and Lou Costello were alive today, their infamous sketch, 'Who's on First?' might have turned out something ...
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Great Summary of Customer Communities--I made these posters for my Office Wall by Phil Gibson in Social MediaI like this article as a summary of all of the great work you have continued to do in this area over the years. I distilled it down to two print outs that I put up on the wall in my office (Ronni's summaries).
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Yahoo CEO Mayer Now Requiring Remote Employees to Not Be (Remote) by Peter Horne in InnovationFascinating! Kara Swisher of All Things D wrote: According to numerous sources, Yahoo CEO Marissa Mayer has instituted a HR plan today to require Yahoo employees who work remotely to relocate to company facilities. The move will apparently impact several hundred employees, who must either comply without exception or presumably ...
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