customer service

Global Service Jam 2012: Newcastle {part 2}

March 23, 2012

Intro Second post, containing multimedia to give you a sense of the Newcastle part of the Global Service Jam event. Photos Friday Saturday Sunday Justin getting a signal Our output Sid’s day – script to go with video I’ve dug out this document, to give you an idea of how we thought our persona, ‘Sid’ [...]

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Global Service Jam 2012: Newcastle {part 1}

March 22, 2012

Intro A couple of posts describing what I was up to (with a whole load of others), on the weekend of the 24-26th February. This post gives background, the second one gives a flavour of what we got up to – in the form of photos, videos, and sound. Background I recently attended a Service [...]

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Competing on Analytics – getting started

December 7, 2011

Introduction Following on from my recent posts about a) the IBM CMO study, and b) the McKinsey Quarterly articles on big data, I was reminded of a podcast (reproduced below) I’d listened to several months ago, which featured Tom Davenport – pictured right. That listening sparked me to look into more of Tom’s recent work.The [...]

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Impact of big data and social media #2 – McKinsey Quarterly

November 18, 2011

Introduction Second in a series of two posts about big data and social media. First post is here. This particular post draws upon three articles published in the McKinsey Quarterly. Getting to grips with ‘big data’ Here, I’m concentrating on ‘big data’ which, I think, is rather eloquently captured in this vignette by Brad Brown, [...]

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Impact of big data and social media #1 – IBM CMO study

November 17, 2011

Introduction I had seen an advert for this study highlighted in the media, and investigated. You could argue that the IBM reports play to the strengths of IBM as a company – and you’d be right. That said, it is a fascinating insight into the mindsets and priorities of Chief Marketing Officers, and so I’m [...]

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Podcasting practicalities

September 12, 2011

Intro This post follows on from last Autumn’s Podcasts = genius and the immediately previous Podcasting discoveries. It does what it says on the tin in the title! The first section sets out how I’ve been listening to digital content; the second describes how I have been involving in creating some podcasts myself. Listening tools [...]

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Authentic leadership, identity & social media – part iv

February 28, 2011
This entry is part 4 of 4 in the series Authentic leadership, identity & social media

Introduction I started this series of posts because I’d been listening, reading, and discussing the importance of ‘authentic’ in an organisation. In some ways, this isn’t rocket science, but it could turn out to be a big challenge in terms of how organisations operate going forward. The relentless nature of public scrutiny, and the threat [...]

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Authentic leadership, identity & social media – part iii

February 16, 2011
This entry is part 3 of 4 in the series Authentic leadership, identity & social media

Introduction Third post in a series of 4 looking at emerging trends in business, and how the latent desire for authenticity is becoming evident. As I draft this series, Egyptian politics has been in turmoil – ranging from the authorities shutting off the Internet, and now with the departure of Mubarak. This one looks at [...]

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Authentic leadership, identity & social media – part ii

February 15, 2011
This entry is part 2 of 4 in the series Authentic leadership, identity & social media

Introduction In part 2 of this series, I’m looking at how the actions of business can impact on people. Not rocket science I realise, but relevant in this context! ;-) Arguably, by being an authentic leader, and having a suitable culture, both staff and customers can be more fulfilled. That certainly seems to be the [...]

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Authentic leadership, identity & social media

February 14, 2011
This entry is part 1 of 4 in the series Authentic leadership, identity & social media

Introduction I’ve moved to write this mini-series of posts by listening to some more fascinating podcasts in the car. It’s a really great way to use time on the road in a constructive way. :-) I’m sensing there is a connection between some different articles I’ve been listening to / reading about: ‘Authentic leadership’ The [...]

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