tag:blogger.com,1999:blog-33063262.comments2023-06-07T13:47:16.505+00:00You've been noticedAnonymoushttp://www.blogger.com/profile/03194645813782269802noreply@blogger.comBlogger87125tag:blogger.com,1999:blog-33063262.post-85140400818353015442010-03-03T20:55:17.678+00:002010-03-03T20:55:17.678+00:00Customer service seems to be losing its touch all ...Customer service seems to be losing its touch all thanks to twitter and other social networking sites where you can get solutions, tips and advice real time.Lance Puighttp://yorkstreetproperties.comnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-71585806986769263912009-10-04T15:42:48.793+00:002009-10-04T15:42:48.793+00:00Reminds me of several conversations about what is ...Reminds me of several conversations about what is the role of Human Resources. Ultimately it all boils down to 'increase the bottom line'. Makes you wonder about corporate resonsibilityCaelen Kinghttps://www.blogger.com/profile/07627676729925038771noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-23227805038591658732009-04-09T08:43:00.000+00:002009-04-09T08:43:00.000+00:00Excellent piece Paul, most useful, thanks.Excellent piece Paul, most useful, thanks.Unknownhttps://www.blogger.com/profile/15749862327754744123noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-73110517560063433452009-01-06T19:26:00.000+00:002009-01-06T19:26:00.000+00:00Paul, thanks for remarking on Helpstream. We tota...Paul, thanks for remarking on Helpstream. We totally focused on the idea of helping companies leverage expertise outside their organization, and also on helping them leverage even more of the expertise within their organization, and bringing more of the voice of the customer into the organization as well. <BR/><BR/>We've all known of customers who astounded us with what they did with our products. I've always enjoyed seeing a customer make a product do something its designers had no idea was possible. Why not give them the voice to share that with other customers too?<BR/><BR/>Best,<BR/><BR/>Bob WarfieldUnknownhttps://www.blogger.com/profile/13033156044545355675noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-82961086997866414332008-10-20T15:14:00.000+00:002008-10-20T15:14:00.000+00:00:-) thanks for the compliments Paul.:-) thanks for the compliments Paul.robinbhttps://www.blogger.com/profile/07775492944162432435noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-68705628359597034282008-09-17T22:56:00.000+00:002008-09-17T22:56:00.000+00:00Thanks for commenting on my post. I like your blog...Thanks for commenting on my post. I like your blog and added it to my list. Bill IvesUnknownhttps://www.blogger.com/profile/02965817863182381658noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-27595476666957049712008-09-16T13:15:00.000+00:002008-09-16T13:15:00.000+00:00I don’t really know what we have to wait from Spot...I don’t really know what we have to wait from Spotify, since websites like http://www.deezer.com/en already offer free and legal music-on-demand, on a veeeery vast catalogue! What else?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-21394384024057093002008-09-12T19:47:00.000+00:002008-09-12T19:47:00.000+00:00OK Bernie, can do, will do.OK Bernie, can do, will do.Anonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-74486666467810530732008-09-12T19:43:00.000+00:002008-09-12T19:43:00.000+00:00You and Gabriela Avram should sit in a corner duri...You and Gabriela Avram should sit in a corner during a Limerick OpenCoffee session because she's supervising a thesis that could benefit from some of the analysis you've made concerning microprocesses.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-21606289355224861662008-09-09T21:32:00.000+00:002008-09-09T21:32:00.000+00:00Love the 'Talk is Time' diagramWould be interested...Love the 'Talk is Time' diagram<BR/><BR/>Would be interested in getting your thoughts on 'hierarchies of communication'...<BR/><BR/>http://blog.spinvox.com/2008/09/08/confidence-in-communication/<BR/><BR/>FYI<BR/><BR/>:)Whatleyhttps://www.blogger.com/profile/01688115872447893460noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-58875846813233233052008-09-09T18:16:00.000+00:002008-09-09T18:16:00.000+00:00Thanks for mentioning Presdo on your blog. We enj...Thanks for mentioning Presdo on your blog. We enjoyed the piece and the feedback you gave about how to improve things. We're looking forward to making things better.<BR/><BR/><BR/>Eric Ly<BR/>Founder, CEO<BR/>PresdoAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-18985823760894845582008-08-29T16:12:00.000+00:002008-08-29T16:12:00.000+00:00Hi Paul,Interesting post.My first impression is th...Hi Paul,<BR/><BR/>Interesting post.<BR/><BR/>My first impression is that by formalising micro-processes in knowledge work, is there not a danger of removing some of the creativity needed to produce effectively when working in this area? The analysis & deconstruction of processes in manual type labour, where Taylorism originated, works because the goal is a standardised product or output. In much of "knowledge work", I would think there is, and often should be, far less standardisation in the output. Instead, there is a reliance on some level of creativity that could hindered by overly strict adherence to a process.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-83409393588823195632008-05-27T13:48:00.000+00:002008-05-27T13:48:00.000+00:00Khyle, one of the fundamental differences, which y...Khyle, one of the fundamental differences, which you are pointing to, is that of "community trumps brand", i.e. we should enable customer service to be customer community? (just an idea!)Anonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-66350088960319410212008-05-27T13:40:00.000+00:002008-05-27T13:40:00.000+00:00I dig the idea of a corporate Twitter directory. ...I dig the idea of a corporate Twitter directory. But even at a startup- Twitter is many times viewed as a social media toy rather than what it is.<BR/><BR/>One of the many things it is - a networking tool. For me it fits in with LinkedIn and Facebook as a way to keep in touch with people and find new people who I share common interests with.Anonymoushttps://www.blogger.com/profile/15466458562802634464noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-87402013544738897522008-05-27T08:52:00.000+00:002008-05-27T08:52:00.000+00:00Very much like my parenting skills, Paul! :)But ca...Very much like my parenting skills, Paul! :)<BR/><BR/>But can't bail out or Church will be bearing down on me for life.<BR/><BR/>Best.<BR/>alainfriarminorhttps://www.blogger.com/profile/16627846114387619720noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-65050980379448414842008-04-08T21:16:00.000+00:002008-04-08T21:16:00.000+00:00Hi,Cool post but here are a few things that we can...Hi,<BR/><BR/>Cool post but here are a few things that we can do that I think that you will find pretty cool.<BR/><BR/>From the blackberry application side check out www.simulsays.com a fully intergrated visual voicemail app for blackberries.<BR/><BR/>On the API we at SimulScribe have had open API's since day 1. If anyone wants to develop on our platform as many other companies such as Ribbit and Vonage have please jsut contact us.<BR/><BR/>SimulScribe is the largest voicemail to text company in the US.<BR/><BR/>Jamie<BR/><BR/>James Siminoff, Founder<BR/>SimulScribeAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-84382630581140626492008-04-07T12:51:00.000+00:002008-04-07T12:51:00.000+00:00Khyle, I agree with your point. When companies see...Khyle, I agree with your point. When companies see all their interactions under one dash do they begin to see the next level of benefits. It's also surprising that the basics are not done well the whole time as well. Maybe this has to do with the level of "professionalism" in the basics, i.e. copywriting. <BR/><BR/>Mariobilotas, I think any solution that can gather feedback "intelligently" across social networks will be valuable. I like the term "user invoked", and potentially the fact that every page has its own question. I hate turning up on sites and being asked something that has no value add. I think your "break out" potential comes from being able to aggregate across disparate "contexts", to give a site "more than its own internal data" capability when answering questions.Anonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-25258123917964907302008-04-07T12:42:00.000+00:002008-04-07T12:42:00.000+00:00Hi Mat. Yes it was. And famously, Sony would not h...Hi Mat. Yes it was. And famously, Sony would not have built the walkman. There is an ongoing negotiation between ability to generate real customer and market insight. Too early, and nobody understands the offer, too late, the the marketing costs of regaining market position are disproportionate. I guess the phrase come across most often at conferences etc. is "I'm here to get some kind of insight". The funny thing thing is most people seem to think they will get this from a competitor offering (de facto). Benchmarking other industries isn't a bad start, but reading different magazines, blogs, etc is a good stimulator as well.Anonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-3301565005930889792008-04-04T15:57:00.000+00:002008-04-04T15:57:00.000+00:00Hi Paul - I think you bring up an interesting poin...Hi Paul - <BR/><BR/>I think you bring up an interesting point, and the challenge that passive/active social communication brings. Because we are discussing human interaction, I often like to simplify the thought process to understand how reality may view technology integration. <BR/><BR/>In my opinion measuring social networks may be compared to something like this:<BR/>Say you are hosting a party and would like to invite various people to attend. Instead of you going through your list of contact to invite, you stand in the street and hand a flier to anyone passing by. The randomness of this event will either generate interest, or it may not...but that also depends on the type of party you are hosting. If you party is a "Technical Gathering of Ambidextrous Professionals" - the audience you invited is an absolute shot in the dark. If you are passing invitations to something where the average audience can quickly relate to: "5th Annual Gathering with the Rolling Stones" - you're likely to have a larger acceptance of passive strangers turning to be active.<BR/><BR/>My point is that the complexity behind capturing audience opinion via social networks is not a simple task if not well planned with topic:audience ratio. <BR/><BR/>Once your party is over, and you have gathered an audience which participated in the event, you have narrowed the scope of interest to a relevant point. Audience participation to provide feedback on the event is more relevant, measurable, and can determine KPI's.<BR/><BR/>The next level is the ($) with implementation. Pay to ask and promote, pay to listen, pay to discuss, pay to record the answers, pay to evaluate the answers, pay to act upon the responses. From marketing to customer service, to research: (salaries+resources+time)=$<BR/><BR/>Not to product push but I work with OpinionLab.com and what raised my level of interest to join OL is the ability to gather real-time feedback and qualitative metrics via technological touch points without having to spend money on support to answer the questions, but collecting information on a methodology that is user-invoked.<BR/><BR/>Simple terms: You are hosting a "Party" with a topic of their interest, and then give people the option to take an invitation and make comments without having post interaction with the audience. The Feedback is fed into a dashboard that collects and separates the feedback by category (web page) and asks specific questions geared toward each page - fully customizable. No 800 calls, no IM chats, just collection with the perception of a listener. Yes - cost with setting KPI's, and cost with implementation of change, but the information is topic relevant, by choice of the information provider, and actionable.<BR/><BR/>What do you think?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-57494954758472042662008-04-04T14:46:00.000+00:002008-04-04T14:46:00.000+00:00Was it Henry Ford who said "If I had listened to m...Was it Henry Ford who said "If I had listened to my customers I would have built them a faster horse"?<BR/><BR/>True innovation requires a company NOT to respond slavishly to every customer request.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33063262.post-25300532680514432392008-04-04T13:39:00.000+00:002008-04-04T13:39:00.000+00:00Very nice insight. Social networks are obviously ...Very nice insight. Social networks are obviously already huge, but I'm not sure everyone truly understands their true power yet.<BR/><BR/>I also think that as the market starts to mature, companies will get smarter on a total communications strategy. Today, I see companies that maybe have an email program, an outbound program, and maybe a direct mail program. The true power (and ROI) will come only when a company can see how to combine all types of communications into a single plan.Anonymoushttps://www.blogger.com/profile/15466458562802634464noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-40367314246562107822008-03-20T17:31:00.000+00:002008-03-20T17:31:00.000+00:00Hi Niall, here it is. Go through the slideshow htt...Hi Niall, here it is. Go through the slideshow http://www.trendhunter.com/trendreportAnonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-29042512673775512602008-03-20T16:44:00.000+00:002008-03-20T16:44:00.000+00:00Hey Paul. How do :) What's the springwise trend ca...Hey Paul. How do :) What's the springwise trend called? Or can we have a link.firsttimerhttps://www.blogger.com/profile/17411819254325891078noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-28830685670233133172008-03-18T10:01:00.000+00:002008-03-18T10:01:00.000+00:00It has been challenging so far to match usability ...It has been challenging so far to match usability and safety to meet user's expectations on privacy while offering a good value.<BR/>We are developing a <A HREF="http://www.moqpon.com" REL="nofollow">mobile coupon distribution platform</A> called <B>moQpon</B>. Let us know what you think.Titohttps://www.blogger.com/profile/00572735104505809207noreply@blogger.comtag:blogger.com,1999:blog-33063262.post-84190734944111369812008-02-29T19:49:00.000+00:002008-02-29T19:49:00.000+00:00Do Zenark sms you? also, I think that they are mor...Do Zenark sms you? also, I think that they are more of a top-down play? I was interested in people creating their own channels and updating each other. Until news is routinely GEO RSS that is!Anonymoushttps://www.blogger.com/profile/03194645813782269802noreply@blogger.com