Aussies more likely to act on service experience…global Amex study
- Published on 29/07/2011
- in Category Customer Experience
The 2011 AMEX Global Service Barometer has been released. Consistent with prior years, it shows that only about half of consumer expectations are met and about a third believe their business is taken for granted. The news for local companies is that Australian attitudes are hardening and behaviour is following suit; Aussies in general are more […]
Read MoreGoogle+ an improvement on Facebook?
- Published on 19/07/2011
- in Category News
Google, the most popular Web site on earth, is worried about the second-most popular site. That, of course, would be Facebook. Why else would Google keep trying, over and over again, to create a social network of the same type? Orkut, Jaiku, Wave, Buzz - Google has lobbed forth one fizzled flop after another. And now […]
Read MoreService That Doesn’t Serve
- Published on 19/07/2011
- in Category Customer Experience
I want to share a recent experience with a community sport facility that tried to do the right thing, but got it so wrong that it alienated clients. I swim with a bunch of good ol’ boys, more distinguished by their girth than their speed in the pool. In early 2010, in an effort to […]
Read MoreThe Return of the Tribe
- Published on 17/07/2011
- in Category Inspiration
Seth Godin talks about how the web has returned us to the tribe as a social construct & argues the tribe makes us much more powerful. Seth Godin argues the Internet has ended mass marketing and revived a human social unit from the distant past: tribes. Founded on shared ideas and values, tribes give ordinary […]
Read MoreThe Rise of The Mesh
- Published on 15/07/2011
- in Category Inspiration
Lisa Gansky talks about how in future access through sharing will be more important than ownership. At TED@MotorCity, Lisa Gansky, author of “The Mesh,” talks about a future of business that’s about sharing all kinds of stuff, either via smart and tech-enabled rental or, more boldly, peer-to-peer. Examples across industries - from music to cars […]
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