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
Category: General
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.
A bit of a project for the summer months. I've often noticed that we miss fascinating bits of architecture, strange historical artifacts, and other wonderful things in our day to day life because we rarely look up above the horizontal. So in the next couple of months I am going to try to take a … Continue reading #summerlookup
If you ask people in general about what companies they see as offering great client service, you will hear an interesting set of responses. Some modern firms get mentioned (like, say, Amazon) where the quality of service is easily measurable (for example, do they deliver when they say they will?) and transparent to the consumer … Continue reading The essence of client service
Project work this week included: - preparing for network provider client reference visits - continuing to present the Google Phase 2 project to Group Board members - seeing our cloud-hosted BES go live (eventually) - observing the Shangai office fit-out from afar Additionally: - presented at the Google CIO event - responded to more clients' … Continue reading Week note 7 – in which I experienced abysmal service
One amusing moment for many at yesterday's event was the assertion that the HR and IT roles in organisations are increasingly becoming one. This seems obvious to me, but only if one understands the transformational aspects of those disciplines, and not confuse them with the transactional. And one also acknowledges that the HR world has … Continue reading Transactions to transformations
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