I stumbled across an article from last year by Rob Gray at Google in the early hours of this morning (that's early as in "woken up by the eight month old" as opposed to "up all night" these days...). In it, Rob talks about seven tips that Michael Porter identified for new CEOs. It struck … Continue reading The "my manager is a ****er" theory
Category: General
Project achievements included: - Shanghai office services (mostly) deployed - and the Sydney office upgrade started - Google Docs released to the first pilot users - and the start of sessions with pilot groups on what they might be able to achieve with the new tools - potential advisers for the managed printing services project … Continue reading Week note 9 – in which the holiday season seemed to start
For the past ten years, I have always made an assumption that, no matter what investment an organisation has made in process-centric software, most of the day to day logic resides in Excel spreadsheets. Millions of pounds invested in ERP and CRM, and its the spreadsheets squirrelled around the place where the business really happens. … Continue reading The end of bespoke
A nice catch up with Phil Dickinson this lunchtime, and a wide and varied conversation over a sandwich on Charlotte Street. One connection that we made during our conversation was a fundamental difference that current Web2.0-type services that stream updates (such as Twitter, Facebook or Buzz) have from the Old World. In the Old World, … Continue reading Breaking the print analogies
The creative world and the software programming world share more traits with each other than maybe either group would like to think (although comparing creatives to geeks will probably upset more creatives than the other way around). One of the things that comes out of this is a lot of "push" influence that can ultimately … Continue reading Under the influence
Another 4-day week, so an early weeknote... Project achievements included: - completing presentations to the board about Google phase 2 - seeing the deployment of group-based permissions - describing a potential crm service - client reference meetings for the networks project Additionally: - Google video and Computer Weekly article published, interviewed for The Times and … Continue reading Week note 8 – in which I hit the front(ish) (web) pages
So, following on from the theory, what have I actually been doing with the client experience model? A couple of points to note: first of all, if your underlying product or service is a pile of crap, there is only so far one can, to coin a phrase, 'polish a turd'; secondly, this is a … Continue reading Implementing the client experience model
I mentioned a few days ago that I would talk about how organisations might better manage their clients’ experience. So here we go... Unless you want to take the chance that your client will only ever find out how well you can deliver a service (over and above your core product or service proposition) by … Continue reading Managing the client experience
Google have been impressed by what we've achieved in the past few months in our efforts to go Google - so much so that they've made a video about it. You can find it here.
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