Monthly Blogs Archive

How to transform the Customer Services function (Part II)

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.

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Comments (0) • Posted on on 31 January, 2013 - 14:41
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transforming Maz Iqbal insight customer services

Believe in bigger things: There is no social media

We need bigger perspectives; there is no such thing as social media – what are the larger business opportunities created by consumer engagement?

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Comments (0) • Posted on on 29 January, 2013 - 20:50
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consumer habits customer engagement Helge Tennø social media

Unconscious Branding by Douglas Van Praet

Book Review: Unconscious Branding: How Neuroscience Can Empower (and Inspire) Marketing by Douglas Van Praet.

“The fact of the matter is anyone can do neuromarketing without ever scanning a single brain.”

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Comments (0) • Posted on on 29 January, 2013 - 20:29
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book review branding Douglas Van Praet Roger Dooley unconscious

It's Time to Re-Invent Public Relations

I didn't pick PR—PR picked me. 

Let me take a step back.

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Comments (0) • Posted on on 27 January, 2013 - 12:48
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reinvent public relations David Armano

Transforming the Customer Services Function (Part I)

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.

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Comments (0) • Posted on on 27 January, 2013 - 12:19
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customer service insight Maz Iqbal transforming

10 Essential Reads for the Modern Marketer: New Inspiration & Timeless Classics

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.

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Comments (0) • Posted on on 24 January, 2013 - 20:11
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marketing marketer Jason Miller essential reads

Edelman’s Trust Barometer Report 2013: Our Global Leadership Problem.

If you aren’t familiar with Edelman’s Trust 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.

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Comments (0) • Posted on on 24 January, 2013 - 18:27
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trust report Olivier Blanchard leadership global Edelman 2013

How to Help Employees Get Strategy

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.

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Comments (0) • Posted on on 24 January, 2013 - 17:35
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strategy facilitation executives engagement employees Denise Lee Yohn communication cascades

Having original ideas in a world of collective thinking

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?

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Comments (0) • Posted on on 21 January, 2013 - 15:37
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creativity Helge Tennø innovation TED

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This blog reflects the personal opinions of individual contributors and does not represent the views of Futurelab, Futurelab's clients, or the contributors' respective employers or clients.

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