Monthly Archives: March 2013

Gil Goldshlager and the Walton Robotics Team at the DC Regional Competition

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Disconnect – Inside the call center industry

“Find out what really goes on at a call center in India. Go behind the scenes at San Jose Repertory Theatre’s West Coast premiere of DISCONNECT, a play by Anupama Chandrasekhar.”

Posted in Customer Experience, Customer Service | Leave a comment

Selling products by selling shared values

I found this new Panera Cares Community Cafe concept very inspiring.  Please note particularly: “Three years after launching the first of five pay-what-you-want cafes, the suburban St. Louis-based chain on Wednesday quietly began its latest charitable venture that takes the … Continue reading

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The best ideas come from people closest to the customer

I found this SMR article on how Chubb employed social business tools to accelerated new products development very informative.  Please note particularly: “Chubb has been able to democratize innovation on both the product and process side. “People suddenly find they … Continue reading

Posted in Customer Insight, Frontline Employees, Innovation | Leave a comment

The revenue impact of customer communities

I found this research on the The Economic Impact of Customer Participation in a Firm-sponsored Online Community very instructive.  Please note particularly: “Puneet Manchanda, Grant Packard, and Adithya Pattabhiramaiah employ behavioral data on product purchases and customer interactions in an … Continue reading

Posted in Customer Co-Creation, Customer Communities | Leave a comment