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william doust

Customer Reference Pros Twitter List by Sean White on Listorious - 0 views

listorious.com/...customer-reference-pros

customer service customer champion customer evangelist customer evangelists customer reference listorious socialmedia tools

shared by william doust on 01 Feb 10 - Cached
  • william doust on 01 Feb 10
     
    A page with a list of contacts who post messages on twitter (tweet) about engineering better customer experiences, customer advocacy, customer value. Etc., etc. you get the point ;-D
william doust

ChangeThis :: Learning to View Your Customers as a s connected - than Powerful Tribe - 0 views

www.changethis.com/55.04.CustomerTribes

changethis pdf resource business marketing strategy customers service users

shared by william doust on 01 Mar 09 - Cached
  • As a business it’s tempting to think of a 'tribe' as a 'customer base.' That’s wrong. People aren’t part of a tribe simply because they buy a product or service. What qualifies them as a tribe are their connections. Tribes of customers are connected to an idea, each other, products, services, employees, etc.—creating a network of connections to the business as a whole."
  • william doust on 01 Mar 09
     
    "As a business it's tempting to think of a 'tribe' as a 'customer base.' That's wrong. People aren't part of a tribe simply because they buy a product or service. What qualifies them as a tribe are their connections. Tribes of customers are connected to an idea, each other, products, services, employees, etc.-creating a network of connections to the business as a whole."
william doust

Jalkala: The Practices and Functions of Customer... - Google Scholar - 0 views

scholar.google.co.uk/scholar

persuasion testimonial tesimonials customer testimonials service user testimonials for:christinewp for:bunnymartin for:rachyjohnstone for:elizborg

shared by william doust on 01 Feb 10 - Cached
    • william doust
      william doust on 01 Feb 10
       
      This research maps out the typology/landscape of different types of testimonials & were they are used.
    • william doust
      william doust on 01 Feb 10
       
      lots of sifting for gold between the lines. Very academic! - be warned.
    • william doust
      william doust on 01 Feb 10
       
      The title?
    • william doust
      william doust on 01 Feb 10
       
      The Practices and Functions of Customer Reference Marketing − Leveraging Customer References as Marketing Assets
    • william doust
      william doust on 01 Feb 10
       
      very good for persuasion - modifying behaviour towards a desired outcome. would work well with Nudge (the book)
  • The Practices and Functions of Customer Reference Marketing− Leveraging …
  • william doust on 01 Feb 10
     
    This research paper looks at the different types of testimonials that customers or service users can provide your organisation: to persuade and shape behaviour. You can also extend this to your other stakeholders. Very academic so you have to sift through it with patience and get the nuggets out.
william doust

How to Get Better Customer Service by Being an A**hole - Asylum.com - 0 views

www.asylum.com/...-assholeology-chris-illuminati

book levity customer service A**holeology a**hole asylum.com

shared by william doust on 15 Feb 10 - Cached
  • william doust on 15 Feb 10
     
    ""A**holeology: The Science Behind Getting Your Way and Getting Away With It," to explain how applying the a-hole principle can help you effectively deal with bad customer service."
william doust

How Integrated Are Your Customer Experiences? - Peter Merholz - HarvardBusiness.org - 0 views

blogs.harvardbusiness.org/...ntegrated-are-your-custom.html

customer experience harvardbusiness harvardbusiness.org for:elizborg for:bunnymartin for:christinewp

shared by william doust on 15 Jul 09 - Cached
  • william doust on 15 Jul 09
     
    useful reading ;-) think of how you could improve the experience of your service users and others who could be classified as different customers.
william doust

Postcard Printing, Post Cards, Custom Postcards, Design a Post Card online - 0 views

www.zazzle.com/postcards

printing on demand postcard

shared by william doust on 15 Feb 10 - Cached
    • william doust
      william doust on 15 Feb 10
       
      Example of a group/charity using postcards to "product-ize" - sell what they do: Early Arts
    • william doust
      william doust on 15 Feb 10
       
      early arts page - selling postcards using paypal: http://bit.ly/earlyArtsPostcards
    • william doust
      william doust on 15 Feb 10
       
      You could try a printing on demand service like this to reduce costs? Perhaps invite your community of learners service users to co-create cards, photograph artwork then put on cards! - so order only what service users want and go from there! with a trackable link (on the back of the card) you could get the postcard to sell itself ;-)
  • Postcard Printing, Post Cards, Custom Postcards, Create a post card
  • william doust on 15 Feb 10
     
    make your own postcards - sart at US $ 0.95 per card. The higher number the lower it becomes. check it out.
william doust

Ethnography and Design: An Ethnography Primer | Customer Experience Labs - 0 views

www.customer-experience-labs.com/...d-design-an-ethnography-primer

IDEO ethnography ethnographic studies ethnographic primer designing services ict-workshop ict workshop

shared by william doust on 31 Mar 10 - Cached
  • william doust on 31 Mar 10
     
    Exploring how users/customers make meaning of their world and how they attempt to create meaning and identity through artifacts (and their itneraction with these) can deliver much insight - if tapped. Ethnographic studies do this. CLP is instinctively scratching the surface with this. This link takes you to a primer.
william doust

Brand Building + Social Media = Zappos Example and Employee Advocacy - Fast.Fwd.Innov@tion - 0 views

www.fastfwdinnovation.com/...-example-and-employee-advocacy

for:christinewp for:elizborg for:rachyjohnstone

shared by william doust on 11 Jun 09 - Cached
  • Brand Building + Social Media = Zappos Example and Employee Advocacy
    • william doust
      william doust on 11 Jun 09
       
      Very inspiring change context - and see it with community building eyes - from the philanthropic sector ;-) enjoy
  • every year a culture book including testimonials of employees about how it is to work at Zappos.
  • Zappos tends more on spending money on employees than on media planning.
  • ...6 more annotations...
  • We invest the time and money into hiring and nurturing the right people, as many other companies do in their media planning - Brian Karma, Zappos director of creative services and brand marketing
  • you’ve got it in you DNA, whether you don’t: being able to implement the community management at all levels of a company, the 360 degrees process communities as Ross Mayfield explains, is more like an utopia for many companies that won’t be able to master the social media channel as Zappos do right now.
  • It’s one strategy that would work for any company,
  • not a company culture that many can afford to develop
  • the strategy is just smart: empowering people so they keep on being accurate and engaged with their customers to provide them with the best-in-class customer care, making people comfortable with buying shoes online and spreading the word thanks to the customer support.
    • william doust
      william doust on 11 Jun 09
       
      This is sooo inspirational. Can we build charitable organisations with this view on a budget? - mmm. Anything is possible for those who persist ;-)
  • william doust on 11 Jun 09
     
    Check this out really inspirational - link etrategy to employees values in serving community. Well, this is what i read between the lines as I take the business concept into a community context ;-) It also links to the publishing element we've discussed time and time again. You'll love it ;-)
william doust

The Edublogger: tricks, tips and ideas with help in using web technology - 0 views

theedublogger.com

education communication communications

shared by william doust on 20 Sep 10 - Cached
  • william doust on 20 Sep 10
     
    This is a blog to help insitutions adopt technlogy for teaching & education. But you can change the context, as there are times in which you need to educate your customers or service users. Enjoy ;-)
william doust

Answers to The Silver Lining Audio Conference Questions - Scott Anthony - HarvardBusine... - 0 views

blogs.harvardbusiness.org/...rs_to_the_silver_lining_a.html

harvardbusiness harvardbusiness.org innovation toughtimes creditcrucnh

shared by william doust on 22 Feb 09 - Cached
  • Process frequency. At many companies, strategic planning and portfolio management is an episodic process that happens quarterly or annually. In turbulent times, strategic planning has to happen more frequently. Kill rate. As times get tough, many companies have to de-prioritize some projects in their portfolio. Companies should make sure they focus on an idea's true potential, or else they will accidentally sacrifice ideas with great long-term potential (see a recent excerpt from The Silver Lining in BusinessWeek for more on this topic) Focus on "loving the low end." Most companies generally default towards providing better products or services to demanding customers. In tough times, companies have to figure out how they are going to compete for increasingly value-conscious customers. Ask whether you have any explicit strategies focused on "loving the low end" of your market.
    • william doust
      william doust on 22 Feb 09
       
      This one is about innovation! - useful in tough times ;-)
  • william doust on 22 Feb 09
     
    innovation of services during tough times!
william doust

Experience Clinic Blog » Blog Archive » Emotions will Drive or Destroy value ... - 0 views

www.experienceclinic.com/...destroy-value-in-your-business

emotion emotions marketing consumer widget blogtalk blogtalkradio for:bunnymartin for:elizborg for:christinewp for:rachyjohnstone

shared by william doust on 29 Jul 09 - Cached
  • william doust on 29 Jul 09
     
    fab post and podcast - we could do this service too ;-) it's about emotions and value creation...
william doust

Creating "Freestyle" Customer Service Experiences | CustomerThink - 0 views

www.customerthink.com/...e_customer_service_experiences

shared by william doust on 01 Feb 10 - Cached
    • william doust
      william doust on 01 Feb 10
       
      Fab article. What could your charity do?
    • william doust
      william doust on 01 Feb 10
       
      what could your community association do?
Elizabeth Borg

Home | Charity Technology Exchange (CTX) - 0 views

www.ctxchange.org

free software etc for: williamdoust for:christinewp

shared by Elizabeth Borg on 09 May 09 - Cached
  • Elizabeth Borg on 09 May 09
     
    Free software for non-profits
  • Elizabeth Borg on 09 May 09
     
    From Microsoft conference
  • Elizabeth Borg on 09 May 09
     
    Not sure if it's only charities who can register and apply, or if non-profits are included. I've emailed customer services and will let you all know the outcome. Eliz
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