May 2012
63 posts
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Watchmichaelfiorentino:
Video: Forrester’s Joanna O’Connell on pulling customer value from big data.
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“As any other human basic needs for connection and togetherness, phatic posts...”
– Danovid Radovanovic explaining why chitchat about chitchat (phatic ) is essential in Phatic posts: Even the small talk can be big.
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Only 16% of businesses use data to form a unified... →
Creating a single customer view gives businesses the ability to track customers and their communications and purchase behavior across channels. A survey by Experian found that while 72% of businesses recognize the benefits of using data to offer customers a joined-up multichannel experience, 84% aren’t able to use the data effectively.
Full Story
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Survey says most new graduates in U.S. would take... →
72 percent of graduating college seniors believe being able to make a “positive societal impact” through their work is essential to their happiness. Making a difference is so important to them that 45 percent say they’d take a 15 percent pay cut to work at an organization that makes a social or environmental impact and 58 percent say they’d take a pay cut to “work for...
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“CEOs ranked values, collaboration, and purpose as the top three attributes to...”
– Bridget Van Kralingen, Senior Vice President, IBM Global Business Services discussing the recently published IBM Global CEO Study.
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Use Your Community To Improve How You Think →
“After major projects it is quite common to have a postmortem to thrash out what went well, what didn’t and try and internalize the learnings from that project. Some even conduct pre-mortems to identify potential problems before they’ve occurred. For knowledge work however it would appear that this kind of procedural scrutiny does not occur anywhere near as often. The research revealed that the...
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WatchLeading thinkers discuss the “dynamics of disruptive innovation” on this live video panel from IBM. Innovating from the ground up is one way to shake things up, says Navi Radjou, co-author of Jugaad Innovation. Appliance maker Haier, for example, discovered that washing machines in rural China were getting clogged because farmers were using them to wash sweet potatoes. Their response?...
Leading Through Connections →
For the first time — and despite the state of large swaths of the global economy – CEOs placed “technology” atop the list of issues they believe will exert the strongest influence on their strategic directions.
Download IBM’s 5th CEO study “Leading through Connections” – a perspective from more than 1700 CEOs and public sector leaders worldwide at www.ibm.com/ceostudy.
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Social media role in organizations to soar
THE days of chief executives leading organisations from the comfort and privacy of their corner offices are over, according to an IBM study that has found social and online media is fundamentally changing how companies engage with staff and customers. Full article .
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“The role of a good CEO is to get people to buy into their dreams and their...”
– Kevin Roberts, Saatchi & Saatchi CEO in his article, “Marketing is dead.”
Watchsmarterplanet:
Catch the replay of the Dynamics of Disruptive Innovation vPanel webcast, part of the launch of the 2012 IBM Global CEO Study.
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The World Wide Open: Embracing a connected economy...
Technology is now driving more organizational change than any other force — even the economy. New connections are bringing great expectations. The view that technology is primarily a driver of efficiency is outdated, and CEOs now see technology as an enabler of collaboration and relationships — those essential connections that fuel creativity and innovation.
Join our discussion on transparency,...
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WatchTreating customers as individuals? IBM CEO Study says that means call centers should spend more time on phone instead of measuring how quickly a rep can get off the phone. More videos here.
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A Smarter Planet: The Dynamics of Disruptive... →
smarterplanet:
Join us tomorrow for a live, interactive vPanel discussion around key issues connected to the 2012 IBM Global CEO Study. And be part of the dialogue with your questions and comments via Facebook and Twitter.
Date: Wednesday, May 23
Time: 12-1pm ET
Place: GBS Video Studio, …
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IBM Global CEO study charts the course of more...
In speaking face-to-face with more than 1,700 CEOs, general managers and senior public sector leaders around the globe, we found these leaders confirming the fact that our new connected era is changing how people engage.
How are CEOs responding to the complexity of increasingly interconnected organizations, markets, societies and governments? Key findings center on:
Empowering employees...
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Motivating frontline employees
Fear is a non-starter in terms of motivation. Unfortunately, all too often that’s what organizations use to drive performance in their call centers. By contrast, social environments, combined with well-defined metrics and meaningful rewards, can create positive programs that increase employee and thereby customer satisfaction.
Organizations that use crowdsourcing and gamification tactics,...
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7 potential pitfalls of gamification →
Here are warnings about gamification done badly, without longterm commitment and without designing programs that can truly engage participants —
analyticisms:
Another article about gamification. We remain fascinated by this trend and the article has some good thoughts about the issues around gamification.
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Why social business makes marketing better →
One outcome of social business, which isn’t talked about much, is how it can enable better marketing — from creating content that matters and the creation of a cross- functional command center for real-time monitoring… to a collaborative analytics framework for consistent metrics. Another benefit: the creation of centers of excellence for management of communities and policies. Via...
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A Smarter Planet: The Dynamics of Disruptive... →
smarterplanet:
Join us next week for a series of live, interactive vPanel discussions around key issues connected to the 2012 IBM Global CEO Study. And be part of the dialogue with your questions and comments via Facebook and Twitter.
Date: Wednesday, May 23 Time: 12-1pm ET
Place: GBS Video Studio,…
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Sample the IBM 2012 Global CEO Study
Today’s CEO & You
We’ve learned what 1,700 global CEOs think, and are ready to share the results in our 2012 Global CEO Study, launching May 22. Now, tell us whatyou think! Take this quick poll to answer some of the very same questions we asked CEOs. You’ll see results instantly.
Then go to www.ibm.com/ceostudy to find out what CEOs had to say.
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Memorable mobile marketing facts
Of 7 billion people on Earth, 5.1 billion own a cell phone. 4.2 billion own a toothbrush.
It takes 90 minutes for the average person to respond to an email. It takes 90 seconds for the average person to respond to a text message.
91% of all smart phone users have their phone within arm’s reach 24/7
44% of Facebook’s 900 million monthly users access Facebook on their phones. These people are...
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Shopping online but paying with cash →
Even if doesn’t come with a fancy iOS app, Walmart’s new “Pay for Cash” service is going after a significant market— those who don’t like to use credit cards online or who don’t have them.
With “Pay for Cash” customers shop an expended virtual store and order online, but come into the bricks and mortar store to pay, at which time the reserved...
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2 reasons to get rid of your social media guy
1. social media needs to be a layer, not a silo and 2. One person cannot provide the depth and breadth needed. Via Ragan.com
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Personal "spend graph" will be used for coupon...
Coupon recommendations on mobile devices will be more relevant with the new “My Offers” program from American Express. Offers will be based on your “spend graph,” what you have spent and where, how often and what offers you offers you have redeemed in the past. In addition to national brands, it will include local offers, beginning with New York City and Los Angeles. Via...
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Optimizing customer experiences with real-time... →
Why did a customer terminate her visit to a retail web site before ordering the product she was examining? Tealeaf Technology, recently purchased by IBM, captures and records what each customer is doing and seeing in real-time on every page and across all site visits, down to the page-by-page, browser-level experience. By capturing every customer’s visit, as well as the reaction of the site in...
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Doctors collaborate in the cloud, bringing... →
200 doctors, nurses, and business professionals from around the world are being linked together in a virtual meeting room to share their medical expertise with local clinicians. The Colleagues in Care (CIC) Global Health Network have joined forces with IBM to improve medical care in impoverished nations that don’t have all the resources they need. Cloud technology allows specialists and...
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Why start-ups should get over themselves and get... →
Feedback from potential or early adopters can mitigate the risk of failure, no matter how brilliant your idea is. Easy to say but hard to do when you’re in the middle of it — Eric Reis, author of The Lean Start-Up
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Where customer collaboration and employee... →
As easy as it is for information to be taken from the enterprise and shared externally, it should be just as easy (and seamless) to take information externally and share it within the enterprise.
For example, a customer has an issue that needs to be resolved, this issue is crowd-sourced internally to find the best solution instead of just being routed to one person who may or may not have the...
“There is a growing body of scholarly research suggesting that, when used...”
– For Social Media In The Classroom To Work, Instructors Need Best Practices (via infoneer-pulse)
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Corporate blogs: an uncertain future →
Corporations are blogging less than before — survey shows 37% in 2011 compared to 50% 2010. Marketing blogger Becky Carroll argues that Facebook and Twitter are no substitute for well-written blogs, which are highly successful if used to educate readers on topics of interest, the state of the industry and accomplishments of employees and customers.
Fittingly, the comments and discussion on this...
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LinkedIn Sales Navigator: Social selling or just... →
Blogger Geoff Simon raises the question:
So is LinkedIn selling you out by offering up their database of user profiles to sales people? The new premium service, which wasn’t publicized with a news release and launched with any type of fanfare, is called Sales Navigator and is specifically designed to help salespeople with, what LinkedIn is calling, “social selling”. . . Sales Navigator is a...
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Watch“Showrooming” is giving too much power to shoppers, so Retailers aim to make smartphones work for them,
Via Wall Street Journal
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Analyst: The digital oldies are still the ROI... →
When it comes to shopper utility, consumers and marketers still rely most on brand websites, content brands create for specific retailers, and email to deliver the value they seek. Rather than being replaced by new technology, watch for these platforms to become better optimized for mobile. With mobile optimization, shopper marketers will be able to tie shoppers’ online activities at home...
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“The virtuous circle is in place. We have more women in key roles in organisation...”
– 21st century management, social business and feminine values | Social Enterprise Today - StumbleUpon 