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Peer2Peer Business Models by Patricia Seybold in InnovationWe’re intrigued by a relatively new business model. Referred to as Peer-2-Peer, Peers Inc., or Platforms for Participation, these are match-making businesses in which consumers are both the providers of the service being sold and the customers for the service being sold. To build such a business you need to: ...
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Avoiding the Mistakes that Make Most Customer Service Wretched by Ronni Marshak in Customer ServiceA blog post by Martha Brooke of Interaction Metricsdescribes four mistakes that even the most customer-centric companies might make when it comes to customer service policies and procedures. They think any answer will do They treat all customers the same They invest in simplistic, but false data They assume associates ...
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Celebrate Our Independence and Demand the Consent of the Governed by Patricia Seybold in OtherOn July 4th, U.S. citizens celebrate “Independence Day.” This is the pseudo-anniversary of the issuance of the American Declaration of Independence. (There’s much debate about when it was actually signed.) The Continental Congress felt that the Declaration of Independence was necessary to explain why the Resolution of Independence from Great ...
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DuckDuckGo—A Private Alternative to Google by Patricia Seybold in Online, Mobile & ITIf you are getting even more concerned about your privacy since Snowden's revelations of the widespread snooping by the NSA, seriously consider ditching the Google search engine. When you search on Google, your searches and actions are tracked and passed along to ad networks that can then be forced to ...
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A Pragmatic Solution for Eldercare in the US—Designed by Elders for Elders by Patricia Seybold in InnovationAs many of you know, I now live year round on the coast of Maine. One of my local heroes is Chip Teel, who has been pioneering in eldercare for over two decades. He’s a local M.D., with a family practice of seven professionals. A large proportion of their clientele ...
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How Should the Disclosures about NSA Snooping Change Things? by Patricia Seybold in Online, Mobile & ITI can’t ignore Edward Snowden’s whistle-blowing revelation: The US government is snooping much more than our US Constitution allows on the private communications of its citizens, residents, and even lawmakers. Not to mention the rampant electronic eavesdropping being carried out by our spies hacking Internet and phone systems in most ...
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The Demand Chain Ecosystem by Ronni Marshak in Customer ExperienceLast week, my article was on the demand chain, or, as I think of it, the “customer chain.” This is the ecosystem of customer organizations and individuals that starts with your products and services and ends up in the hands of the end-customers, who actually use or consume what you ...
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Taking Time to Communicate by Ronni Marshak in Customer ExperienceThe other day, I received an email invitation for a briefing on caching technology—“because of the space you cover”—from a PR agency representative. I use to take many briefings on products in the areas of collaboration, workflow, and “groupware,” but I haven’t covered technology products for years (except in terms ...
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Tackling a Wicked Problem: California’s Water Supply by Patricia Seybold in InnovationHow do you address an intractable and contentious issue that’s becoming more and more urgent? That’s the problem faced by California’s newly formed Delta Conservancy. The delta region and estuary formed by the Sacramento and San Joquin Rivers provide some of the most fertile agricultural land in the country, support ...
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What Are Wicked Problems, Why Are They Wicked, and How Do You Deal with Them? by Patricia Seybold in InnovationI’ve been thinking a lot about wicked problems recently. As faithful readers know, I’ve been embroiled for the past 10 months in a local community hospital issue and have aired our progress (or lack thereof) in a series of posts. Our recent consulting work has also exposed us to a ...
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Why Privacy Is a Luxury in the Next Generation of Computing by Patricia Seybold in Online, Mobile & ITScott Jordan is a member of Patty’s Pioneers, and he serves as the curator for our private online discussion group, providing a literal flood of savory tidbits for our minds throughout the day. In addition to his uncanny ability to spot the most interesting technology trends that will pique our ...
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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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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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