Why T-Mobile Needs a Chief Customer Officer shows how customers' omni-channel interactions with enterprises demand profound integration of business processes, and how firms' failure to “go all the way” in breaking down silos ultimately threatens ...

CSRA Social Business Thought Leadership Subscription Service

The latest social business thought leadership selected from:

Thought leadership from the Digital Social Transformation Front Lines:

Customer Experience • How Trust Monetizes • Employee Engagement • Digital Transformation • Internet of Things


T-Mobile Chief Customer Officer Needed

T-Mobile Chief Customer Officer NeededWhy T-Mobile Needs a Chief Customer Officer shows how customers’ omni-channel interactions with enterprises demand profound integration of business processes, and how firms’ failure to “go all the way” in breaking down silos ultimately threatens business.  Most firms don’t go far enough, including T-Mobile, and their silo-centric efforts fail to get the job done. To illustrate the point, I’ll share how T-Mobile alienates fans like me by not delivering what they promise.

This story also shows that the need for a CCO is particularly acute in mature economies...

Read more »

     
 



Ethnographic Research Cross Border Business

Ethnographic Research Cross Border BusinessEthnographic research for cross border business shows how to apply ethnographic research of social media to reducing the risks and costs of doing cross border business and deals. Ethnographic research can transform the value proposition of international business because it’s a very efficient way to conduct due diligence, to study the behavior and motivations of the people that the deal proposes to serve. Unlike traditional research methods, which are relatively slow, costly and qualitative, ethnographic research of social media combines qualitative richness with quantitative analysis....

Read more »

     
 



Customer Experience and Experiential Social Media

Customer experience and experiential social mediaCustomer experience and experiential social media shows how you can succeed in transforming your customers’ experiences with your firm by adopting a refreshing and effective human approach. Transforming customer experience enables most firms to become more resilient and profitable.

If you’d like to watch this post instead of reading it, click the thumbnail button.

Customer Experience and Experiential Social Media

Customer Experience Overview

Most firms’ customers endure their products and interactions because these rarely reflect empathy and trust toward customers. Products and services are designed to make the firm money, and they...

Read more »

     
 



Customer Success and Experiential Social Media

Customer success and experiential social mediaCustomer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.

If you’d like to watch this post instead of reading it, just click its thumbnail.

Customer Success the Movement

Customer success burst on the scene a few years ago, and it’s a great leap forward for most firms although the irony is obvious to...

Read more »

     
 


Employee Engagement and Experiential Social Media

Employee Engagement and Experiential Social MediaEmployee engagement and experiential social media shares my insights into one of the biggest challenges faced by business today—the employee engagement crisis, and how firms can change the game. Fewer than a quarter of employees are engaged, a slightly smaller quarter are “actively disengaged,” and the majority is blasé and punches the clock.

If you’d like to watch this post instead of reading it, click the thumbnail button.

Employee engagement and experiential social media

The Crisis

The employee engagement crisis refers to the fact that very few employees are passionate toward and committed to their jobs, as ...

Read more »

     
 


More Recent Articles


You Might Like

Click here to safely unsubscribe from "Christopher S. Rollyson and Associates."
Click here to view mailing archives, here to change your preferences, or here to subscribePrivacy