The CX Blog

I have to amend the post below with late breaking news.  Washington Energy Services sent a guy, Mark, out today to view the damage to our deck, inspect the installation and generally get an idea of how the whole project went.  He gave me some tips on the heat duct covers we have, checked things [...]

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It’s said that “employees don’t leave their companies, they leave their boss.” Wayne Hochwarter decided to dig a little deeper and find out if it was true.  He polled 700 employees regarding their direct supervisors and what he found was disturbing:

31%  of respondents reported that their supervisor gave them the “silent treatment” in the past [...]

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Mulling the news today re a Harris poll and the problems with online shopping, specifically:
Forty-two percent of consumers who experienced problems during an online transaction switched to a competitor or completely abandoned their effort….
Another 52 percent who have experienced bad service from a contact center after they had a problem online have completely [...]

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Elsua comments on an article from the BBC entitled Facebook “costs businesses dear.” His point is that the people doing the study are looking at the wrong thing–social networking tools–instead of looking at the big waste of time for most knowledge workers: finding useful, relevant information in internal databases.
Here, here!
I would add to this [...]

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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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There’s a bit of talk right now about a new study from KPMG about Enterprise 2.0–the title pretty much tells it all: Fad or Future.  I agree with Wirearchy that most of the report seems amazingly shallow, and I’ll go one step further: dated.  They’re still pointing to Dresdner Kleinwort, German banking company, as the [...]

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