The CX Blog

If you’ve not been following Change This, then they’ve got a treat in store for you.   Change This is an irregularly and irreverently published collection of essays from experts and regular people on a variety of topics, lots of them including service and customer experience issues.  It’s been around for several years and has a loyal audience; I remember one of the first manifestos I read on Change This was Craig of Craigslist, wherein he declares himself to be the Chief Customer Service Agent and wins thousands over by admitting that he still enjoys working directly with customers as an Agent. (Why Craigslist Works, by Craig.)

Okay, now for the shameless self-promo: the latest article, Dramatic Impact,  contains my own 2 cents on the impact of “The Silent Revolution” as defined in Elizabeth Haas Edelsheim’s earlier manifesto on the continuing influence of Peter Drucker on business.  In it, I lay out the potential of web 2.0 applications for the frontline worker and the customer–and the vital relationship at stake.  Information by and for those who use it most–that’s a revolution.

If you don’t already subscribe to Change This, I recommend it. The ideas are invigorating and challenging.