Game Mechanics at Work and Play
Game mechanics work, even in the most unlikely places. I’ve written about using game mechanics in software to incent participation and encourage and align positive behaviors. I was reminded of this...
View ArticleHow startups can out-execute the big guys, part two
In a previous post, I talked about how startups can out-execute the big guys by applying a lot of hard work moving in the same direction. Doug Park of DYPAdvisors asked in his comment “That leads to...
View ArticleSocial Business Software is on the move
It is good news for my hometown Palo Alto that Jive Software is moving its HQ here. And it is good news for business too. Jive is clearly getting traction and that is good news for business because...
View ArticleWant to innovate? Pay attention
Companies are looking for new ways to collaborate with their customers to co-create products and services. But customers are already telling companies a lot about what new products and services they...
View ArticleThe 3Ps: How it all comes together
I had high expectations when I received my free advance copy of Delivering Happiness, A Path to Profits, Passion and Purpose by Tony Hsieh, CEO of Zappos. I admire Tony Hseih and Zappos tremendously....
View ArticleA what if: the Gulf disaster and e2.0
As someone who started her career working on oil rigs, the ongoing disaster in the Gulf of Mexico really hit home. I know first-hand the intense and often times dangerous activities on a drilling...
View ArticleHow many service reps does it take to change a light bulb or lose a customer?
I had a recent experience that got me thinking about what drives customer service and what causes failures of customer service. I took our Subaru in for its 45,000 mile service to the dealer where we...
View ArticleDon’t treat everyone the same, treat them uniquely
Every time a customer or potential customer interacts with your company, a decision is made. What home page is displayed? What results are returned for that search term? What offer should be made in...
View Article3 Steps to Customer Centric Software
Today your software solution most likely delivers the same value to your customer whether it is the first, 101st or 1,000,001st transaction. But software made smarter with predictive analytics delivers...
View ArticleAre you solving your customers’ problems or just throwing data at them? Time...
I am struggling to book our summer vacation. This is not new. Every trip we take is a chore to book. Instead of delighting in the possibilities, I am bogged down by the inflexible search, the...
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