knowledgecontact.com

When wikis were first making headlines a while ago, I saw them as the golden promise: the answer to real knowledge transfer among far flung teams that most KM systems just couldn’t touch.  I still think wikis are amazing and offer that elusive collaborative networking possibility that’s missing in other applications.  In my mind, global [...]

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A while back (thanks for the tip, Bri), Ask the Wizard posted an article about his recent experience flying with an airline that-oddly enough–was delayed, and a hotel that was excellent. The airline touts its customer focus at every opportunity–in advertisements, on its website, on the tickets themselves. The hotel, conversely, makes no mention [...]

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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 [...]

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Gapingvoid answers questions posed by Shel Israel in his blog. Lots of what he says makes sense but the following popped out at me because it so mirrors my own work with companies who are trying to get their collective head around the issue:
Mid-Management is in the unfortunate situation of wanting to “get it”, [...]

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Here’s a blog with intelligent, useful feedback on a recently purchased Nokia N75–I wonder if Nokia is listening.  The post received two comments back with agreement on the difficult UI and knowledge base information.
Nokia should be harvesting and using this information:

for the short term, online FAQs, trouble-shooting, agent assists
for the long term, future product launches, [...]

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Often when I work with clients, I’m amazed at the web 1.0 approach to their intranet–static information handed out from some remote team in headquarters, lacking  input from the users who have the most to say, no tagging, no rss feeds… It makes one yearn for some disaster that would render useless their existing [...]

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Say you had a superstar out in the wilds of your tiny site in Edmonton, Canada. Nobody in the company gives much thought to the tiny office in Edmonton, other than they do okay, no fire alarms, and well, what else is there to think about?
But there’s this one tech support agent out there [...]

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Here’s a fantastic post by Hog Blog about consumer anarchy–she’s focused mainly on how consumers have taken companies by storm via the internet and are in control of the brand now, which makes life a whole lot more interesting. The buzz is not created by the company anymore, it’s created by the consumer online, [...]

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ProPr has a good post this morning regarding a question he received from a grad student: how important is social media to corporations? His answer: let’s keep media out of the blogging question. Media is the realm of PR and blogging is the realm of interested individuals, ie, those who take on a topic out [...]

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Rajan Chandras notes the SRII (Service Research Innovation Innovation) conference that starts the 30th in Santa Clara is sponsored by the Truly Big Names of tech who are coming together to discuss innovation in Service technology. SRII is a .org with a hopeful premise: let’s turn our attention towards the needs of service, a huge [...]

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