The Key to E-Commerce Success may be Human Touch

Great Article from Investors Business Daily.
"The Key to E-Commerce Success May Be Human Touch" .

Seems like so many online experiences rely on the lowest paid, lowest knowledgeable call center reps to be often the first impression of their brand.

Article suggests that success and and improved customer experience can result if you now compensate and treat your call center staff as Relationship Managers.

Easy Tip for Those in Competitive Markets...Think Contrast

Many people service and/or sell to clients where there are a great deal of competitors waiting to step in an solve the latest problem for your client.


Read this tip on "negative reality, positive future" to help you keep reminder your clients what value you continue to bring to the relationship.

http://salesandmarketing.com/content/power-contrast

Disrupted Higher Ed System..Just a matter of when....

Great article on new models of delivery and certification in education.

I especially love the reference to statement made by Sheryl Sandberg, COO of Facebook, stating that she envisions a future in which every industry will be disrupted and "rebuilt with people at the center".  See full article at: Article: a-disrupted-higher-ed-system .

More extended discussion on disruptions in education can be found by reading, Clayton Christensen's,  Disrupting Class: How Disruptive Innovation Will Change the Way The World Learns .

Also, refer to my October 2010 Post as well, were I discuss thoughts from Daniel Pink and Anya Kamenetz, author of DIY U.

Do we really need more classical MBA's : Reshaping Education

Do we really need more classical MBA's?

Can colleges & universities continue to be "all thing to all people"?  Is there a "New Model, or Degree"?  Should educational institutions become "Specialty Shops"?

Many challenges face our educational institutions and methods today...how can they continue to demonstrate value-added services in a world where technology is prevalent?

Watch and listen to Jim Keane, President of @steelcase as he chats with @danielpink and @rogermartin of Toronto's @rotmanschool of business.



NOTE:  there are a couple of audio drop outs around 14:00-15:00 and around 18:00. Please just mover player slider past those small sections.

Webinar: The Evolution of Customer Experience and the Voice of Customer

The Evolution of Customer Experience and the Voice of Customer
Complimentary Webinar presented at 12:00 noon EST, Wednesday, 11/2/11.  Sponsored by #manpowergroup
http://www.brighttalk.com/webcast/5068/36563

Always good to take a little time to get reminded of who are customers really are, and what they care about...

Constant GDP Growth, or Happiness? Decision May Need to be Sooner Than Later

The author of "Peak Oil", @RichardHeinberg, challenges us once again with, "The End of Growth:Adapting to Our New Economic Reality".

A world economy where "success" is measured by constant GDP growth, rather than the quality of life of humanity, is a challenging proposition as we approach constraints of Hydrocarbon-based industrialization and the idea that conspicous consumption defines "Happiness".
This book, coupled with Clayton Christensons' "Innovators Dilema" books can provide as the road map for individuals and innovative businesses to align to a new paradigm of sustainable economic models that can be validated regardless of your location in the world, perhaps a world where most markets value experiences and relationships more than accumulation of material goods.
Those folks, for-profits and non-profits, involved in creating/managing Client Experiences are encouraged to venture into Heinberg's thesis and explore how things really could be...warning, these thoughts are beyond any short-term election cycle thinkers today...

Why not have both? A design paradox...

On my way to an appointment, I saw this sign at Miera's shoe store in Grand Rapids, Michigan.
What struck me was they advertise "work" and "comfort" shoes.
The paradox for product designers in this case, is why can't you have comfortable work shoes ? Can't each function be designed into one pair?