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The Customer Engagement Model | Nello Franco
Excellent #customer #experience|#success engagement model details phases + interactions
customer  engagement  experience  success  model  howto  enterprise  software  Q1  2015  ROI  journey  cco  strategy  reference  cmo 
january 2016
Nello Franco | Customer Success Frameworks and Perspectives Based on Real-World Experience
Useful insights + model of 7 layers of #customer #success. Software focus but can be adapted to others
customer  success  enterprise  software  business  model  strategy  Q2  2015  sochap  reference  cco 
january 2016
Causes Of Churn + remedies | Preact
Software-oriented how-to reduce #customer #churm references life cycle
customer  churn  cloud  software  subscription  howto  presentation  sochap  life  cycle  vendor  retention 
january 2016
Chicago Neighborhood Guide | Newberry
Excellent analog resources for studying Chicago history
chicago  history  library  development  neighborhood  reference 
january 2016
Birchwood Golf Club - HistoryWiki
Tidbit on the country club and golf courses
Rogerspark  history  lake  michigan 
january 2016
Christopher S. Rollyson
A few shots of my exploration of East Rogers Park
Rogerspark  Photo_galleries  chicago  neighborhood  community  lake  michigan 
january 2016
7 Ways to Slow Down Your Perception of Time | Mark's Daily Apple
Great riff on the brain's perception of time, and how to make it work in your favor #fb
time  philosophy  management  howto  work  play  curiosity  routine  brain  hightech  stress  nature  2csrollyson 
december 2015
Relationship Economics: How to improve employee and customer relation…
Some useful info & analysis but the strong linkedin advert angle detracts #employee #engagement
employee  engagement  sochap  reference  report  q4  2014  comparison  social  media  business  linkedin  trust 
december 2015
Why you can't ignore Glassdoor | Jennifer Jones Newbill | LinkedIn
SURPRISE: @Dell finds #employee reviews #trust worthy #engagement Thx @jennifernatdell
employee  engagement  trust  glassdoor  social  media  casestudy  example  dell  howto  sochap  reference  review  employer  2sochap  2sbs  2snr  2csra 
december 2015
About Employee Engagement - Edelman
Nowhere in their list to they address root cause (trust/transparency)
employee  engagement  publicrelations  professional  services  firm  edelman  management 
december 2015
7 Ways to Use Cognitive Biases to Increase Email Signups
Cognitive bias crisply presented in actionable way for #email #ecommerce #marketing BUT don't manipulate
mail  ecommerce  behavior  economics  cognitive  bias  web  sales  marketing  Ethics  inbound  conversion 
december 2015
Seth Bullock - Wikipedia, the free encyclopedia
Fascinating reading about colorful characters of "the old west"
usa  history  west  frontier  reference  pioneer 
december 2015
How to Say “Sorry” in Customer Experience Failures
Want to build trust? > How to apologize to customers | examples + rationale #Customer #experience
cco  customer  experience  cx  2010  example  apology  operations  retail  hightech  transparency  trust  2cco  2sochap 
december 2015
Beyond Engagement: The Value of Experience in Employee Advocacy | Social Media Today
Case study: How SAP empowered its employees on #SocialMedia and build advocacy #kudos @sarahgoodall
social  media  employee  advocacy  empowerment  case  study  hightech  q2  2015  program  2sochap  2sbs 
december 2015
Social Advocacy Benefits For Both Employer & Employee | Sarah Goodall
[commented] Solid advice on #employee #advocacy + survey of professional services firms
employee  engagement  advocacy  csrblogcomment  q4  2015  marketing  study  survey  social  media  sochap  2sochap  2sbs 
december 2015
8 Signs a Company Is Doing Employee Advocacy Wrong | Social Media Today
Superb: Red flags for advocacy enthusiasts + #engagement #advocacy boils down to trust
employee  advocacy  engagement  list  sochap  reference  2sochap  trust  pointofview 
december 2015
Blog-Socially Savvy
Firm guides clients in using #SocialMedia for sales, other business outcomes
social  business  employee  sales  advocacy  vendor  professional  services  firm  blog  marketing  2sbs 
december 2015
Understanding Employee Advocacy on Social Media
Survey of professional services on #employee #advocacy based on small firms, doesn't address #engagement issue
social  media  employee  engagement  advocacy  report  marketing  q4  2015  survey  professional  services  firm  sochap 
december 2015
All in One Account Based Marketing - Engagio.com
Vendor: Marketing automation + analytics = "account based marketing" (new buzzword)
b2b  vendor  platform  marketing  automation  analytics  sales  enterprise 
december 2015
Account-Based Marketing: Past, Present, and Future
"ABM": A new buzzword for what smart B2Bs have done for years
b2b  b4b  marketing  2015  automation  management  sales 
december 2015
A Real Place - Executive Summary
Startup social networking platform aims to make analog digital
social  network  platform  vendor  startup  digital  analog  2016  f2f  conference  cafe  bar  business  model  government 
december 2015
Journey Of Young Women
Insightful nexus of questioning and awareness of life decisions
women  culture  philosophy  love  work  society  religion  insight 
december 2015
8 Reasons Why Low-Carb Diets Actually Work | Mark's Daily Apple
Mark takes a look at "low carb" diets from a #paleo perspective
nutrition  diet  pointofview  paleo  2015  q4 
december 2015
What is the difference between police, sheriff, ranger (like Texas Rangers), and marshal? - Quora
Law enforcement officer jurisdictions and officers explained: how sheriff differs from marshal
law  enforcement  officer  definition  comparison  usa  city  county  state  federal  government 
december 2015
Word Magic: All About Books: How to Sell eBooks Directly to Readers
APE exceprt on direct e-book selling: E-book direct-selling/payment platform vendors
self  publishing  author  publisher  platform  reference  payment 
december 2015
Chicago Street List
Did you know... in GENeral...
Avenue - Title applied mostly to streets running North and South (horizontal).
Blvd - Title given to streets where trucks over 5 tons are not permitted.
Court - Title given to short roadway.
Parkway - Title given to street that ends at a park.
Place - Title given to street running the 1/2 block between streets.
Street - Title applied mostly to streets running East and West (vertical).
chicago  street  list  city  government  standard  plan  road 
december 2015
Building a Culture of Truth Telling for Better Employee Engagement
Superb: Why truth-telling is the foundation of #employee #engagement AND great #customer #experience
customer  experience  leadership  culture  sochap  reference  truth  howto  employee  engagement 
december 2015
The Chief Customer Office | Empowers Chief Customer Officers with social business
Competency center collects best-in-class papers, models, practices and case studies for chief customer officers CCO
cco  chief  customer  officer  reference  sochap  experience  organization 
december 2015
A Daughter’s Words Is Moving Millions: “Dear Dad, I Will Be Called A Whore.” | Newsner
Shows how "norms" and "jokes" can lead to violence against women, how norms jump generations
men  women  culture  violence  video  father  rape  sexuality 
december 2015
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015
The battle to bring your own app - CIO
Useful primer on #BYOA (Bring Your Own Application), totally enabled by #cloud
BYOA  CIO  q1  2015  consumerization  enterprise  cloud  IT  policy  governance  security  productivity  2csra  2snr  2sbs 
december 2015
How Fasting Improves Brain Function | Mark's Daily Apple
Survey of research showing possible benefits of #asting to brain health & recovery from various traumas, diseases
fasting  diet  brain  health  science  evolution  ketone  autophagy  depression  rsearch  reference  huntingtons  alzheimers  traume  injury  recovery  neuroscience 
december 2015
Build a Customer Room and Engage the Company - Customer Bliss
Excellent experiential technique that enables your people to connect with customers
sochap  reference  customer  culture  howto  experience  executive  transformation  organization 
december 2015
Why It’s So Difficult To Fund Customer Experience Change
Brief poignant insight about why executives are loath to fund #customer #experience
customer  Experience  organization  executive  ROI  sochap  reference  behavior  fear  economics  leadership  culture 
december 2015
The Customer Experience Excellence Centre - KPMG Nunwood
Reference site includes reports, webcasts & change model - features rankings & analysis [free registration]
reference  sochap  customer  experience  transformation  kpmg  report  research  analysis  model  strategy  cco 
december 2015
Beyond HBR’s “truth about customer experience” | Future CMO Movement
[commented]Superb ethos & tools for #customer #experience #transformation, using a service design approach + links #kudos
service  design  pointofview  model  customer  experience  transformation  reference  q3  2013  trust  sochap  organization  csrblogcomment 
december 2015
4 Ways an Omni-Channel Strategy Can Transform Your Customer Experience
Brief gives four solid reasons to use operations data to inform evolution BUT it's not transformative
customer  experience  omni  channel  data  operations  pointofview  retail  q4  2015  definition  sochap 
december 2015
Using B2B VoC to Transform Customer Experience | CustomerThink
Useful discussion of Voice-of-Customer programs' roles in #customer #experience transformation
voice  customer  experience  pointofview  q2  2015  organization  model  adoption  reference  sochap  b2b 
december 2015
KPMG Nunwood | Customer Experience Management
Management consultancy for customer experience evolution & transformation
customer  experience  management  consulting  firm  uk  global  transformation  strategy 
december 2015
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