In this post I continue the conversation I started in the previous post. To recap, this conversation is about transforming the Customer Services function. When I say transform I am pointing at something different to change. Take a good look at change and you will find that change often deals with changing the content rather than the context which gives rise to the context. Transformation deals with the context.
What is missing in most organisations? Genuine Insight.
Walk along the corridors of business for 25+ years, usually as an ‘outsider’, and you are likely to get that genuine insight is rare. I know this sounds outlandish and I say it again: contextual-deep-actionable insight is rare.
As a modern marketer it is vital to stay on top of current trends and brush up on forgotten or underutilized skills. In my last blog post I was asked by several folks what books I am currently reading and what books I recommend to become a better writer. As I mentioned, becoming a better writer starts with the basics, but you also need some inspiration and ideas along the way.
If you aren’t familiar with Edelman’sTrust Barometer project, you should be. I can’t think of any other organization out there that has been able to peel back the layers of trust in the business world as effectively.
How effective are cascades – you know, those processes by which communication flow down through an organization from the CEO through senior leaders to middle managers to frontline employees? Not very, was the answer in a piece in last month’s Harvard Business Review.
Does our new collective creativity introduce pitfalls and potentially limit our creative processes and originality? Should we be more aware of a possible self-inflicted filter bubble when it comes to how new tools affect our creative habits?