Mitch Lieberman

A Mashup, is it Possible?

Clearly guided by a few musical mashups that I have been listening to recently, I wondered if it would be possible to create a mashup blog post. Thinking out-loud here, this could just be one long, run-on sentence that will make little sense in...

A Peek Over the Horizon

2013 is upon us, budgets are locked and people are looking forward, with great anticipation to the rewards 2013 will surely bring. Many look upon a new year as an opportunity, a time to make adjustments, course correct, set goals and focus on the...

Some Thoughts on Cloud(s)

When business people discuss 'Cloud' they think Salesforce and maybe Citrix or Microsoft, while technologists think Amazon, Google and Rackspace. Business owners want and believe that they can swipe the credit card, and 'the system' is ready tomorrow. To technologists, it is a bit...

The Space Between

Graphic credit to the excellent designers at DRI In reviewing the Gartner Magic Quadrant a few weeks ago (A review I would not call 'positive'), I started thinking about the 'hard to articulate' components of Social CRM. In techno-speak, we would call this integration, but,...

The Social CRM Non-Revolution

Organizations big and small are feeling pressure to get everything "right." Social interactions are public, tweets are scrutinized, Facebook posts are challenged, networks like Pinterest Google + are growing rapidly, evolving daily. In this environment of open and public communications transparency is not really...

The Front Line

Every Tuesday evening (9 pm EST) a group of people get together on Twitter to discuss Customer Service. You could call it a Tweet Chat, Twitter Jam or a Virtual Water Cooler. The Hashtag; the way in which participants can both filter out noise...

Gartner Social CRM MQ Misses Big

I need to begin with the following: I have the highest respect for the authors and contributors to the recently released Gartner Magic Quadrant for Social CRM. I am disagreeing with the ideas and concepts, not people. I am more troubled that what was...

Service to Customers needs to be more than just words

Customer service is a mission critical, strategic, imperative, and it drives customer experience. Your products and services are evaluated every moment of every day. When the 'evaluation' is not going so well, the phone rings, email chimes, social networks sing. Brand performance (your brand),...

Message Heard Loud and Clear, You have no Interest in my Business

Life is truly stranger than fiction. You cannot make this stuff up. But, before I go there, let me do a little compare and contrast and start with how things should be done. L.L. Bean Does it Right I made a commitment a long time…

Who’s on First?

Costello are probably my favorite comedy double act of all time. Strike that, they are my favorite comedy of all time. I used to watch them every Sunday morning at 11am growing up. Within that context, easily my favorite routine, possibly their most famous...

Complexity is a bit Complicated

Complexity is not the same as complicated. To some, it might be semantics, but I do not think so. The difference might just explain: Why organizational silos still exist and will continue to exist, Why customer journey's (and experiences) are fragmented The difference is this:…

It Is About The Relationship Not The Transaction

Co-creation emphasizes the generation and ongoing realization of mutual organization-customer value. Historically, organizations spent too much time and effort to extract as much value out of a relationship as possible. Unfortunately, customers are now more knowledgeable, connected and interactive than they have ever been....

Evolution of the Contact Center

The purpose of a contact center, your contact center, is to support the customer driven enterprise. It is the hub of customer communications, interactions and engagement, now and will be, well into the future. From Customer Centricity to Customer Experience and Customer Journeys, the simple...

Is Social Process really Digital Interaction Process?

You can run, hide, duck, turn, cover your eyes, plug your ears, maybe then you will have successfully avoided hearing, seeing or otherwise experiencing the Facebook IPO. I sometimes; no, quite often, wonder what the fascination is all about. What exactly has changed? What...

Do Customers Want or Use Social Channels for Service?

Customer Service using Social Media Channels is a nascent discipline, which is good, because fewer customers than most people think are actually using it – but its time will come. Just look at the usage from the customers perspective, barely 17%. American Express...

It is time to move on to ‘How’ – Where the Rubber Meets the...

From products and pricing to service and social, there is no shortage of talk on what companies need to do to achieve service excellence. For the past many years, specific to 'social' the number of people who are more than willing to share 'what...

How I Think About Things

I am not trying to define, nor redefine – been there done that. What I am doing is to simply share how I think about things. Customer Engagement Customer Engagement is the extent to which an organization commits, both emotionally and intellectually, to communicating and…

Personas with Passion

A persona is an internal model of the key attributes, motivations, and goals of your target customers (prospect, audience…). A persona is a statement from you to your customers and prospective customers that illustrates to them, that you understand their jobs-to-be-done, their needs, as...

Trusting Data Versus Trusting Your Gut

As if the CIO did not have enough to worry about; Cloud, Social, Mobile, along comes Data (BigData to be buzzword compliant). OK, I might have it a little backwards, Data has been a concern for a long time, but now, because of...

From the Long Tail to the New Normal

In this next installment of my 'connect the dots' series I am going out on a bit of a limb. My objective here is to help people understand the importance of 'New Normal', in writing this I have a better sense of it myself....

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