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Customer Experience Reading List For Senior Execs « Customer Experience Matters

3 saves http://experiencematters.wordpress.com/2012/01/29/customer-experience-readi...

Our research shows that an increasing number of companies will focus on customer experience in 2012. So there will be a new cadre of senior executives beginning to learn about customer experience. As they gain interest, they’ll look for materials for getting up to speed. Here’s a short list of posts that I’d recommend sharing with these CX newcomers:

CX NPS

Report: 2012 Temkin Experience Ratings of Tech Vendors « Customer Experience Mat...

1 save http://experiencematters.wordpress.com/2012/01/31/report-2012-temkin-experi...

We just published a new Temkin Group report, 2012 Temkin Experience Ratings of Tech Vendors. The report analyzes feedback from 800 IT professionals to rate 60 tech suppliers. Congratulations to the top firms:

CX NPS

Report: The Customer Experience-Loyalty Connection « Customer Experience Matters

2 saves http://experiencematters.wordpress.com/2011/05/10/new-report-the-customer-e...

The report examines the connection between customer experience, loyalty, and revenues across 12 industries: airlines, banks, credit card issuers, health plans, hotel chains, Internet service providers, insurance companies, investment firms, personal computer makers, retailers, TV service providers, and wireless carriers.

CX NPS

Sales - Customer Reference Programs, Part 2: Changing the Corporate Culture Thro...

1 save http://www.marketingprofs.com/articles/2007/2405/customer-reference-program...

Customer reference programs harvest referability, but they don't create it. Instead, a broad range of relationship factors converge to cause customers to feel good about speaking out on a vendor's behalf. A few of those factors:

CRP

Cadence Customer Reference Program

1 save http://www.cadence.com/customerreference/pages/default.aspx?CMP=cn_is7em

The Cadence Customer Reference Program is a powerful way for your company to increase its visibility and for your engineering team to promote its unique accomplishments. By sharing the story of your success with using Cadence products and services, you can expand your recognition among your peers, your company’s management, and the greater electronics industry.

CRP

Microsoft admits Patriot Act can access EU-based cloud data | ZDNet

50 saves http://www.zdnet.com/blog/igeneration/microsoft-admits-patriot-act-can-acce...

Frazer explained that, as Microsoft is a U.S.-headquartered company, it has to comply with local laws (the United States, as well as any other location where one of its subsidiary companies is based).

data protection DPA Patriot Act legal law privacy

Be A Social (Business) Survivor - Forbes

2 saves http://www.forbes.com/sites/christinecrandell/2012/01/07/be-a-social-surviv...

The week’s buzz was about whether2012 is the year of the customer, the mainstreaming of social business, or the year of the feedback economy. Reminds me of the “Survivor” TV show where contestants (companies) are isolated in the wilderness (social media) equipped with a few basic tools (technology) ...

social media internet web marketing communication engagement support

Talent Management Software Vendors get a C+ in Customer Satisfaction

1 save http://www.bersin.com/Blog/post/Talent-Management-Software-Vendors-get-a-C2...

2011 CSat research

bersin Csat

Steven Johnson: Where good ideas come from | Video on TED.com

360 saves http://www.ted.com/talks/steven_johnson_where_good_ideas_come_from.html

People often credit their ideas to individual "Eureka!" moments. But Steven Johnson shows how history tells a different story. His fascinating tour takes us from the "liquid networks" of London's coffee houses to Charles Darwin's long, slow hunch to today's high-velocity web.

ideas

idea

innovation

creativity

inspiration

PICK

Are values the new engagement?

2 saves http://www.management-issues.com/2010/9/27/opinion/are-values-the-new-engag...

Everyone knows that autumn is the time for changes in fashion. Did you know the same is true in management and business trends? Get ready because apparently orange is the new pink and "values" is the new "engagement". "What is Wayne ranting about now?", you may ask yourself. Let me enlighten you.

values

engagement

employee

productivity

A Model for Aligning Your Talent and Business Strategies

1 save http://www.bersin.com/blog/post.aspx?id=984ece00-a471-4ba4-a981-9f3504e115e...

Not many, according to our recently published report, Talent Management Factbook 2010. Just over one-third of U.S. companies said that they identify critical roles or talent segments based on business goals. And even fewer companies – less than 10% - have reached the stage where talent management is part of the annual business planning process and talent initiatives are truly owned by business leaders and line managers.

talent

management

strategy

model

framework

PICK

Video Interviewing, Replacing the Resume and Social Networking Sites: What to Ex...

1 save https://www.bersin.com/blog/post.aspx?id=dc928eaf-3986-491c-a83f-9bebe01a76...

Next month we are publishing an update to the Talent Acquisition Systems industry study. Although many key trends have emerged, the current state of today’s talent acquisition systems market can be summed up in two words…social media. Even those providers that were slow to get their feet wet are now diving in full force. They have no choice. Organizations both large and small are demanding more innovation and expect more integration with LinkedIn, Facebook and Twitter. Here are some of the key findings in this area:

video

social

media

internet

web

network

networking

community

PICK

Why Is Poor Performance Management Universal? | Workplace Insiders

1 save http://workplaceinsiders.wordpress.com/2010/09/28/why-is-poor-performance-m...

My colleague Daphne’s last post was about supervisors and managers who don’t keep up on their performance management, give good reviews for poor performance, and then wonder why they can’t fire the employee. An interesting question is why managers behave this way. It’s often not for lack of being told what they should do.

performance

management

review

evaluation

appraisal

PICK

Designing Organizations 2.0: Thoughts on Social HR

1 save http://www.gautamblogs.com/2010/09/thoughts-on-social-hr.html?utm_source=fe...

I have earlier blogged about how HR can use social media to become HR 2.0 or to build talent communities, but when my twitter buddies @prem_k and @sameerpatel were discussing "social" everything including "social HR" I realised that there are more implications of social HR than I have earlier articulated.
So how is it different?

social

human

resource

HRM

web

internet

networking

network

media

Research Note: Integrate Social Networks with your Corporate Website with ‘Socia...

4 saves http://www.web-strategist.com/blog/2010/09/27/research-note-integrating-soc...

For over three years, it’s been argued that corporate websites were irrelevant since they were separate from consumers who were making decisions with each other on social networks. Since then, we’ve discussed a vision of how corporate websites and social networks would integrate (roadmap: see these 8 stages of integration) and today, the tools and technologies are finally here to make that happen.

social

web

internet

network

networking

Brand Is Culture, Culture Is Brand - Bill Taylor - Harvard Business Review

3 saves http://blogs.hbr.org/taylor/2010/09/brand_is_culture_culture_is_br.html?utm...

The simple lesson behind the success of both small-fry Corner Bank and big-boy USAA: You can't be special, distinctive, and compelling in the marketplace unless you create something special, distinctive, and compelling in the workplace. How does your brand shape your culture? How does your culture bring your brand to life?

culture

brand

branding

promise

position

PICK

DDI’s Talent Management Intelligence: Talent is the Strategy

1 save http://blogs.ddiworld.com/tmi/2010/09/talent-is-the-strategy-.html?utm_sour...

In the beginning there was a person. He was an entrepreneur named Talent. He had an idea. Despite the odds he plodded on until others believed in him. He converted his idea into something tangible. He created value for others and they loved him. More and more were happy with his idea. The idea grew and expanded and Talent needed help, so he created a firm.

strategy

talent

management

Sirona Says: Is this the future for CV's?

1 save http://blog.sironaconsulting.com/sironasays/2010/09/is-this-the-future-for-...

This week I had the pleasure of judging a section of the entries for the upcoming NORAS awards. I actually looked at a number of websites encouraging candidates to create different types of CV's/resumes/profiles etc. While they are (obviously) the way recruitment will evolve as the gen Y'ers and the gen Z'ers get more involved, they are still not quite 'right here, right now' - for me anyway!

Resume

application

screening

selection

PICK

Six Steps to Successful Performance Appraisals — 360 DEGREE PERFORMANCE APPRAISA...

1 save http://www.360degreeperformanceappraisal.org/six-steps-to-successful-perfor...

Performance appraisals are one of the least liked and most dreaded responsibilities that any manager has to endure.

performance

review

appraisal

evaluation

mangement

How to Unleash Your Human Potential | Fast Company

1 save http://www.fastcompany.com/1689433/how-to-unleash-your-employees-potential?...

Cook began by echoing an earlier discussion from the conference: Human potential in the U.S. has waned. According to recent surveys, about 70% of American workers are not engaged: 20% are actively disengaged, and 50% are not particularly committed. Cook has spent years narrowing down the cause of this lack of engagement, and developing a solution.

HCM

human

capital

potential

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craigendicott

Joined 15 apr 2009
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2407 Links