If you’ve ever done any sort of customer research in order to inform a user or customer experience design, or maybe to make a product development decision, I am sure you would have heard some bright spark argue against the voice of the customer and quote some bastardisation of the Henry Ford quote: If I..
I had a very pleasant lunch this week with an old chum, who’s an IT leader in a venerable publishing institution. We chatted about a number of things, but the thing that inspired this post was challenge to his organization from digital disruption. The publishing industry is the poster child for digital disruption; a supply..
In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up the way a business interacts with it’s customers. I described this as “thinking inside the box” and discussed some of..
Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for the customer to DM their name and details to progress the issue. Sound pretty reasonable, right? Oh no.. the passenger..
Years ago, as my career transitioned from being a technologist to content marketing I was recommended to read “Marketing Myopia” by Theodore Levitt, an essay written for Harvard Business Review back in 1960. Here’s the description from HBR: In it, Theodore Levitt, who was then a lecturer in business administration at the Harvard Business School, introduced..
This post has been brewing for a few months, seeded by a bar conversation I had with Scott Liewehr from Digital Clarity Group a few months ago, as it seemed to us that the focus of the discussion around Customer Experience Management (CXM) was currently too skewed toward marketing. Yet, of course, (and the clue’s..
Roberto Savvides manages The Regency, a “chippy” (a fish and chip shop) in Brighton (a seaside town in the UK). Roberto rolls up the sleeves of his crisp white shirt and opens the doors of this modest restaurant for lunch and watches as the customers trickle in. Recently it’s been more than a trickle and..
As you know I have recently joined SDL and I have been delighted to find a new twist on the business of engagement that I write about on this blog, something we call Pervasive Engagement. Ah hah! I can already hear the cynics pursing their lips and maybe clicking on the back button as you..
When you say WEM, do you say Web Experience Management or Web Engagement Management? What does it mean and does it matter and what about CEM? Well, in this post I want to explore that, in direct response to a couple of things – firstly I promised in my latest post over at the Gilbane..