Mitch Lieberman
From Connecting Dots to Connecting People and Back Again
To an economist, it might be about weather patterns. Weather is super complex with a mind numbing number of variables. Regional fluctuations in rainfall or temperature can cause a dramatic shift in supply or availability of a commodity good. This availability might lead to...
Simplicity
Without a doubt, I am a fan of Albert Einstein. Beyond his scientific genius, his logic based approach and his stylish hair, he had a way with words. "Any intelligent fool can make things bigger, more complex, and more violent. It takes a touch of...
Cues, Signals and Understanding
The intersection of, Customer Service and Social CRM is about being human, listening for signals and watching for cues. The secret sauce is understanding what you have observed and acting accordingly. On the one hand, you could call this a lesson in Social CRM,...
Can you Leave Work at the Office?
I previously talked about Device Explosion, where I highlighted the need to allow employees to point personalize their experiences just as we are trying to do for our customers. Friend Mark Tamis commented on the post: "Getting a new iPad from work is just...
Best Practices for Social CRM?
They do not exist. They will never exist. You do not need them. FC Expert Blogger Daniel W. Rasmus wrote a great article on Friday "5 Reasons Best Practices Suck " the post was an easy read and definitely had an edge. Something the reader...
Device Explosion – Just Deal with It
"DVD Player, Check" "LeapPad, Check" "Discman, Check" "Laptop, Check" "Car Chargers, Check" "Ok, the kids are ready for the car ride!" "iPhone 4S, Check" "iPad 2, Check" "KindleFire, Check" "Macbook Air, Check" (Batteries last all day) "Ok, I am ready to go to work now"…
Mirror Images – Customer Experience versus Employee Experience
In my first Mirror Images post, I referred to Social CRM as a "A complex overlay" on top of customer service, customer relationships and the supporting strategy, technology and processes. If we can accept this, that Social CRM is an overlay, then we should...
Mirror Images
For a some time, I have been watching, reading, discussing and doing my best to understand the very broad field of customer service, customer relationships and the supporting strategy, technology and processes which go along with each discipline. Along the way, Social CRM –...
Engagement, Intent Driven Involvement
Recently, friend Paul Greenberg penned a short post (ok, a not short, 2-part series very worth reading) where he talked about the end of one era transitioning to the beginning of a new one. The points are sound. But, I would like to...
A Healthy Diet of Email
Here is the question: How does Email communication fit into your 2012 corporate diet? Specifically, is there such a thing as a healthy diet of Email? Within your organization do you encourage email use, discourage it or leave well enough alone and go with...
The Contact Center of the Future
The future of customer service is agility; the ability to adapt to the changing needs of your customers The future of service excellence is differentiation, the ability to create personalized and engaging service experience The future of service process is contextual optimization; the capability to…
Time is not Social
Time is more Valuable than Money People are more Important than Things Friendships are more Important than Friends Relationships are more Important than Re..(careful) Spending Time with People is Definitely Cooler than spending Money on Things Likes are Lazy Fans are Fickle Followers are Disengaged…
The Phone, It Still Matters in this Social, Cross-Channel World
(This is an expanded post based on the original – with a bit of a teaser on survey results at the bottom) First talked about in 1844, written about again in 1854, patented (US) in 1876, argued about for another 10 years, connected across the...
Customer Experience; It does not Start nor Stop at the Door
It is something many smart people have written about and it 'feels like' the right thing to do. Talk about it in a meeting, and you get 'head nods' of affirmation. But, we need to ask the tough question to find out where we...
Standardized and Automatic are not the same as Efficient and Consistent
Modern customers (aka Social Customer or 21st Century Customer) are demanding, multi-channel and empowered. Your customers, being modern, expect each experience to be positive, efficient and valuable. Finally, there is the desire that the brand experience will be consistent across the different points of...
Is the Office of the CMO the Right Place to Drive Customer Engagement?
Primary sourced research is valuable, adding one's own interpretations (which I will) is the added benefit of blogging. The most recent IBM research "From Stretched to Strengthened – Insights from the Global Chief Marketing Officer Study" (URL) is a good read. Research based on...
Strategic Ambiguity
Whether it is intentional or not, given by pundits, professionals or proselytizers 'advice' is too often vague, fluffy and/or shallow. Websites, blogs and articles are filled with key words suitable for Google but lost on most humans. In the domain where I read, think...
The Evolution of Customer Service
Customer expectations are evolving and customers are more vocal and willing to share both when something is good and something is bad. Customer service is also evolving, frankly, in order to keep pace with customers; but is the pace fast enough? The pace of...
The Evolution of CRM
evolution – a process in which something passes by degrees to a different stage, often to a more complex form. (various sources) In looking at different definitions with different perspectives and a business lens, the one above made the most sense to me. After...
Service Can and Should be Proactive – Social or Not
If there is data available, or simple process improvement that could easily elevate my service experience, as a consumer, why are companies not doing it? Telecommunications carriers are such easy targets that I hesitated to write this post. I can offer offer simple advice,...