A practitioners guide to Customer Centric Culture

Here is the prezi I did for the Customer Conference in NZ recently. I was asked to talk to the idea of a customer centric culture.

This was always going to be a challenge, because I think that phrase is one of the most over used, under understood business phrases of all time.

The presentation starts with "I hate customer centricity" and then moves through a quick view of the last few years of my career being a practitioner in this space.

I got great feedback, with the idea of "slowing down to speed up" being a particularly useful thought for those of us making change within BIG organisations.

Hope you like it.

Nick

PS. It might take a while to load..it is pretty graphics heavy...
PPS. My employer gets mentioned in here. This is all my opinion not the company's and specifically tailored for making an impactful presentation. I run the risk of it being a little out of context on here.
PPPS. Mail is not dead. it has a great future in a new model ;-)

Looking ahead 30 years......

I think this is a great video from Brian Solis and John Battelle.

There are some really interesting themes here around social connectedness, identity and privacy that as a country and a world we will be grappling with over the next 30 years.

I am sometimes cynical of the "future casters", but in this instance I feel this is a well thought through position, as you would expect from someone with his background. Will be interesting to read the book when it comes out!

I was particularly stuck by the idea of "identity aggregation". Who I am, who I choose to reveal what parts of me to...over time.. is really interesting in a digital world.

Nick

My presentation to the RightNow Summit

RightNow Technologies have asked me to present at their Customer Experience Summit in Brisbane next week.

What were they thinking!?

Anyway, here is the prezi. Minus some key bits about my employer..that I don't want splashed all over the interweb!

RightNow Summit on Prezi

Happy viewing.

Nick

An interesting video about Social Business

I am intrigued by this idea of business change speeding up. As a business leader it is one of the things that "keeps me up at night".

Here is an interesting video that casts this change in the light of "social innovation". I am not sure how much I view social as central to this change, or just another factor that is speeding it up...but it is a good video never the less.

 

Cheers

 

Nick

Hmmm... a bank and a telco... what next... a postal business?

It was with a great deal of interest that I read this release regarding the recently announced JV between India's largest Bank and the largest Telco provider. 

Both wanted the others capability...to launch on the new market of mobile users.

The irony was not lost on me... applying for a job at the Post Office... that used to be both a Bank and a Telco as well.

It has got it's bank back... maybe we need to be doing the Telcom thing as well...?

Interesting...

 

Nick

A great post on Platform Dependencies - validation for my thinking!

Those that have spent any time with me over the last 18 months or so know that I keep banging on about "channel complexity". I use the word "channels" to describe the ever increasing number of ways in which our client organisations talk (increasingly bi-directionally) with their customers.

My point being THERE IS NO WAY ANY SINGLE ORGANISATION CAN KEEP UP WITH THIS EXPLOSION OF CHANNELS. Granted, this thinking is coloured by where I work, and a view I have that there is a big business helping make this happen....

This is a great post on the same theme. Specifically dealing with the way the likes of Twitter and Facebook change their API's without consultation of the wider eco-system. 

Nice to have some validation....now onto what to do about it....

 

Nick

Tweet this book - Great book, great idea

I found this concept through about 5 people in my network, and was intrigued enough to have a look.
TWEET THIS BOOK is a new eBook on social media written by Vaughan Davis. A guy I "met" through a "friend" of a "friend" on Twitter. Anyway, he is a creative director from Auckland, NZ and farms goats...not sure which one, if either, is for a living... but there you go.
The bit I loved about the concept is the "payment". PAY WITH A TWEET is a social payment system that you use as a plug in to your site. Nice integration with dropbox and bingo...pdf is downloaded. Simple, slick and does what Vaughan wants...spreads his VERY good ideas, and builds his network.
This appeared on my Twitter page. This spreads it to my network, which builds his brand...then his network. All the while getting him "mentioned" which builds his social graph. This is critical for the new world of social search as it becomes a key measure of who gets promoted in social searches.
All in all, I liked it enough to write a post of it on a Sunday morning after a big Saturday night... so that means a lot.
Well done Vaughan, hope the goats are happy.

Nick