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Profitability & Customer Experience
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Monday, 8 March 2010 11:59 211 views Posted by : AxelS |
I did some research over the past 12 month correlating customer experience and profitability.
The result in a nutshell:
1) You won’t find a company with a great customer experience that is not profitable
2) You may find profitable companies with a mediocre CM
3) You will find that all companies with a below average customer experience have no track record of profitability over a longer time period.
Take Cisco, Salesforce.com, Star Bucks, IBM, Apple, WholeFoods, Zappos, Virgin… You find the correlation of a great customer experience, corporate culture and profitability across all industries, technologies, B2B, B2C, producing companies, service organizations or reselling businesses. Full Story
Internet Stats you gotta see
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Friday, 26 February 2010 10:56 481 views Posted by : Marita Roebkes |
JESS3 / The State of The Internet from Jesse Thomas on Vimeo.
Are you open minded? Do the test:
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Friday, 26 February 2010 02:35 318 views Posted by : AxelS |
Can yuo raed tihs? Olny 55 plepoe out of 100 can.
i cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdanieg.The phaonmneal pweor of the hmuan mnid, aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it dseno’t mtaetr in waht oerdr the ltteres in a wrod are,the olny iproamtnt tihng is taht the frsit and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it whotuit a pboerlm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef,but the wrod as a wlohe. Azanmig huh? yaeh and I awlyas tghuot slpeling was ipmorantt!
If you cuold raed tihs you deonmsrtaetd you are ideend open minded. Tihs is acutllay iopmtrnat to ptraiicapte in the Scoail Mdeia Adacmey Calss.
Sitll wrroeid aoubt scoail mdeia – hpoe this hepled :-)
Aexl
http://xeesm.com/Axels
(my scoail ntewroks)
Corporate Social Media Education
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Saturday, 20 February 2010 06:59 377 views Posted by : Marita Roebkes |
We appreciate everybody who attended the Corporate Social Media Education intro webinar.
If you were unable to make it or would like to share it – We made it available for you to watch it right now or check out the podcast on iTunes
For a quick review of the presentation, here our version on SlideShare:
If you have any questions or need additional information – I am here to help
my social sites at: http://www.xeesm.com/maritar
Social Media Law & Law Enforcement
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Thursday, 18 February 2010 12:22 275 views Posted by : AxelS |
This post was inspired by an Australian Law Firm raising the question for Social Media Laws – given a series of risk that were stated on the companies blog. And as more and more company officers wonder how to deal with it and what kind of rules to establish and what kind of measures IT should take, I thought about the approximately 500 Million People who discuss those companies, their teams, products or services and how some LAW could stop the conversation:
1) Adding a statement on every advertising that customers shall not share or redistribute, discuss or blog about the particular advertising they were confronted with. Could be in a similar way like the drug industry is doing it.
2) Phone systems shall add to the phrase “this call may be monitored ….” the phrase, “you agree to not discuss, share or redistribute parts or the full content of the conversation you are going to have with any of our employees, agents, call centers, partners or anybody directly or indirectly related to this call in any media otherwise known as social media”.
3) Customer contracts may need to be augmented that a user of the product is not allowed to share the experience with the product, adjacent products, the company, the partner or any other third party the company is associated with, in any media in particular social media.
4) Product descriptions may need an addendum that explains that any part of the description may not be discussed in social media and any information from social media is neither a suggestion from the company or any of it’s contributing third parties or partners. Customer has to ask the company if any of the suggested usage stated in social media is conflicting withe the intended usage of the manufacturer before attempting using the product in any different way. The request has to be in writing and the letter has to be sent to…
5) The owner of the product is responsible that in case the product is provided to be used by somebody else, that this user is in compliance with the above rules and regulations and agrees to not mention, comment, state or otherwise discuss anything about the respective product.
A corresponding law may need to govern import restrictions so that ANYTHING, product or service or even visitors to the respective country need to sign when entering the respective country to obey to this law.
The positive side effect is that it will create hundreds of thousands of new jobs in consulting and law firms as well as government departments across the world!
Did I miss anything?
Axel
http://xeesm.com/AxelS
P.S. a personal note:
Dear Malcolm Burrows,
I have a lot of respect for your business and am sure you did this with all the best intent helping your clients to protect them from the social media “threat”. But think of it this way: Our society thrived with the Internet despite the fact that we never created an “Internet Law” – probably because of that. Do you really want a LAW to govern the global social web?
Partner Collaboration 2010
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Wednesday, 17 February 2010 12:30 439 views Posted by : AxelS |
Indirect partner channels contribute over 65% of the overall business in the tech industry. Vertically or geographically focused integrator, reseller, consultants and other experts are the economic driver behind that industry.
If vendors want to have partners ’ship’ like this:

Than those partners need to have a bridge (vendor bridge) like that:

Asking partners to fill out deal registration forms on partner portals is just no longer acceptable. Successful partner organizations are running big ships and have on average 26 vendors some even 100. Making them successful means: Make it easy for them to navigate around the business oceans.
With the inception of web 2.0 and social media, partner collaboration can be taken to a new height. Not only that the older ways of doing things are really boring – they are also not efficient.
“YOU WANT THEM TO SELL – don’t you?” Partner organizations need a highly efficient system that they can navigate like a captain navigates a mega freight ship over the ocean. Partners need a bridge to all their vendors not a separate harbor for every provider of goods. Partners need to be able to quickly register a deal with any of their vendors any time – and even with multiple vendors at once. Vendors forcing their partners into “their” often complicated procedures – simply missing the boat – literally.
That’s why the Introduction of Deal Registration from companies like Xeesm is not really about deal registration as one of many programs – it is the change agent for a new way of partner collaboration.
The Xeesm team is presenting their new solution on March 2nd.
We learned from consumer companies like Skittle that websites and portals are no longer the primary landing place for customers. So why not helping business partners to spend their precious time with customers – not with single vendor portals, complicated deal registration programs, difficult to manage MDF programs and often times not even knowing the name of the respective partner manager.
Hey, Google, you should have asked first…
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Saturday, 13 February 2010 09:47 360 views Posted by : Catherine Sherwood |
Google forgot the first rule of social media when it released its Google Buzz social networking service. They forgot to listen first. Worse, they didn’t even start a conversation with their Gmail users. Many people woke up to find practically anyone they had ever sent a Gmail to suddenly their Buzz friends. This is not a case of “suggesting” that you might want to connect to or become a friend of someone connected to your friends (like LinkedIn and Facebook do) but “wiretapping” you and exploiting the object of all your private communications. Full Story
Your sales process is old and it sucks.
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Thursday, 11 February 2010 12:48 589 views Posted by : AxelS |
The social customer introduced a significant change in the way he or she explores and decides on products or services – we all need to recognize its impact.
Full Story
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