by Mark P. McDonald | February 1, 2013 | 1 Comment
The best book on customer experience, hands down, simple, powerful and provocative Who do you want your customers to become is one of those rare books that bridges the gap between current practice and future innovation. Michael Schrage has taken a provocative and penetrating look at the changing nature of customers, their experiences, technologies and [...]
Category: Book Review Customer Experience Tags: Book Review, customer experience
by Mark P. McDonald | January 28, 2013 | 7 Comments
Automation, communication and brut force describe IT’s relationship with Marketing. Pre-digital information technologies such as CRM, eCommerce Sites, eMail marketing provided new technology tools to perform old marketing tasks. Sure, marketers sought out a 1:1 relationship by substituting traditional coupons for eCoupons, website URL’s for QPC codes and working recommendations into shopping carts and checkout [...]
Category: Customer Experience Digital Edge Digitalization Innovation marketing Technology Tags: customer experience, Digital Edge, digital marketing, Innovation
by Mark P. McDonald | December 10, 2012 | 1 Comment
Simple – Powerful – Provocative, simply the best book on customer experience in 2012! Who do you want your customers to become? is one of those rare books that bridges the gap between current practice and future innovation. Michael Schrage has taken a provocative and penetrating look at the changing nature of customers, their experiences, [...]
Category: Book Review Customer Experience Digitalization Tags: Book Review, customer centric, customer experience
by Mark P. McDonald | October 21, 2012 | 3 Comments
It’s October. It’s Orlando. It must be time for Gartner Symposium. This year’s event represents a pivotal time for CIOs and IT particularly as the world makes the transition between a focus on IT and a broader focus on Technology. The Nexus of forces (Cloud, Mobile, Social and Information) is a focus of the event, [...]
Category: 2013 Amplifying the Enterprise CIO Customer Experience Digitalization Lean Thinking Management Small IT Strategic planning Technology Tags: 2013 Planning, CIO, CIO Leadership, CIO strategy, IT and Business, Strategy, Strategy and Planning, symposium, Technology Leadership, Value of IT
by Mark P. McDonald | September 26, 2012 | Submit a Comment
The differences between a Business-to-Business (B2B) and Business to Consumer (B2C) business are fading as digital technology; consumerism and competition redefine expectations and the customer experience. Everyone wants to be treated like a customer in terms of service level, information transparency, and easy to use commercial interfaces. This is one of the aspects of consumerism [...]
Category: Customer Experience Digitalization Tags: Consumerization of IT, Operational Leadership, Social Organization, Strategy and Planning, symposium
by Mark P. McDonald | September 24, 2012 | 1 Comment
Outside In: The Power of Putting Customers at the Center of Your Business is a solid book on the increasingly important subject of the customer experience. Harley Manning and Kerry Bodine provide a comprehensive view of all of the major aspects related to the importance, design and creation of compelling customer experiences. Overall this book advances [...]
Category: Book Review Customer Experience Tags: Book Review, customer experience
by Mark P. McDonald | September 13, 2012 | 5 Comments
A prior post on this blog sought to make the case that its time to think about social media marketing beyond ideas of generating attention or likes. This posts introduces a framework for thinking about social media marketing in the broader context of the customer experience. Seeing the potential of social media technology beyond marketing [...]
Category: Customer Experience marketing Social Media Social Organization Tags: customer, customer experience, Social Computing, Social Organization, Strategy, symposium
by Mark P. McDonald | September 10, 2012 | 5 Comments
Social media and marketing gets all the attention. Ask business leaders about social media and often they will speak about its use at a technology for customer communications, marketing and sales. Early posts on this blog discussed the need for social media technology to go beyond marketing applications. Extending the use of social media technology [...]
Category: Customer Experience marketing Social Media Social Organization Tags: customer experience, Social Computing, Social Organization, Strategy, symposium
by Mark P. McDonald | June 8, 2012 | 2 Comments
Governments take it on the chin for various reasons, bloated budgets, poor service, mistakes, etc. Recognizing good service is important to act, as a counterweight to the bad things the media would lead you to believe. This week I renewed my Driver’s License, new piece of plastic with a new picture, etc. I visited the [...]
Category: Business Process Customer Experience Personal Observation Tags: customer, government, Personal Observation
by Mark P. McDonald | June 6, 2012 | Submit a Comment
A differentiated customer experience is central to the competitive strategies of many companies. Differentiating the customer experience feels right. It seems a natural outgrowth of marketing segmentation and the innate desire for people to be treated as individuals and accorded specialized status. Technologies like analytics can help identify who these differentiated customers should be, but [...]
Category: Applications Business Process Customer Experience marketing Tags: analytics, customer experience
