The way to do this is to cycle through the process of trying things, take measurements considering a defined success criteria, improve based on insights and try again. It’s also appropriate to abandon a campaign that hasn’t shown enough return on investment over time.
Engagement
Tackle escalations head-on, with a calm attitude and the purposefulness of intention
Be transparent and direct when discussing risks and issues with executives. (It’s also important to be tactful, timely and aware of priorities so as not to be creating tempests in teapots.) Management can deal with problems when they know about them. Problems arise when they don’t know about issues and the potential impacts. Ask any Surgeon or ER doctor.
Mapping CX – Charting the real journey of your engagement with Customers
Experience Mapping – whether on behave of the user or customer – is a relatively new concept . So there aren’t a lot of automated tools out there to do this. What you do find is that this is often offered as a consulting service or done as an occasional exercise by internal teams.
The New Paradigm – B2B and B2C learning from each other
While in general I believe this to be true, I see it as more of a shift in paradigm in how companies engage with their customers and scale their business. I believe its occurring because customer requirements for engagement are changing. I also think that the blurring occurs differently in the various layers of the engagement, such as marketing, sales, procurement and customer service. Rather than a blending of styles, I believe that the traditional forms of business are learning from each other. I will expand on these ideas in future related posts.
Do you think shareholder expectations stifle innovation?
It’s now 5 years since the implosion of the banking industry, fed partly by the short-sighted focus on near term profits and executive bonuses. With this lesson now imprinted in our memory, does it lead us to question if short term shareholder expectations have an impact on a large company’s ability to be innovative and pivot when the market goes off in another direction?
Miley Cyrus – Social Media Genius or 2013 Pop Star
Are Miley Cyrus and her team real geniuses at Social Media promotion or is she just a product of her times. At 21 and having spent a large part of her life in the spotlight, to me it seems a healthy response to use that spotlight to her advantage rather than become a victim of it. Miley is definitely not the first Pop artist to use negative publicity or unusual behaviour as a meaning of garnering attention.
MailChimp for Salesforce – Generate Leads from subscriptions to your newsletters
MailChimp for Salesforce is an App created by MailChimp and available for free in the Salesforce.com AppExchange. I recently installed the App in my Salesforce account in order to sync subscribers of our weekly into Salesforce Leads and contacts. I’ve been so impressed with this integration that I decided to focus this week’s blog post […]
Authorize subscriber Social networks in your online site or app
An important though optional feature for your website or mobile app is providing your users a method to authenticate using social networks and/or to authorize you to have access to their information or social features. Facebook, Google+, Twitter, LinkedIn and others offer methods, often using an open protocol such as OAuth , for developers to implement user authorized access to their platform. There are a number of advantages for providing this, as well as a few things to consider.