Collaboratory
The Collaboratory is our Social Business collaborative lab where we engage and explore an ongoing discussion, share thoughts, opinions, and ideas on Social Business.
Wrangling complexity: the service-oriented company
Blog Post, Enterprise 2.0, The Connected CompanyBusinesses today are struggling to survive and thrive in an ever more complex and rapidly changing world. The good news is that a lot of the problems of addressing complexity and change have already been solved. They have been solved by the very same people who started all the complexity problems in the first place:
Can’t get no satisfaction: Why service companies can’t keep their promises
Blog Post, Enterprise 2.0, The Connected CompanyService companies can’t show customers a tangible product. Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers? Customers have
Sky News Technology Behind Business panel on Knowledge Management
Blog Post, Enterprise 2.0, Interview, The Connected CompanyLast week I was invited by Nigel Freitas to participate in a panel discussion about Knowledge Management (KM) for Sky News Australia’s Technology Behind Business show. Technology Behind Business examines trends and analyses key IT concepts. Each week an expert panel focuses on one type of technology or strategy, explaining its use without the jargon,
A business within the business
Blog Post, Enterprise 2.0, The Connected CompanyA lot of problems in business could be solved if we could align the interests of employees and managers with owners. Is there a way to get everyone to act like owners? The answer is yes – but not without changing the structure of your company in ways that might make you a bit uncomfortable.
Everything is a service
Blog Post, Enterprise 2.0, The Connected CompanyThe emerging service economy will require business and society to do some some fundamental restructuring. The organizations that got us to this point have been hyper-optimized into super-efficient production machines, capable of pushing out an abundance of material wealth. Unfortunately, there is no way to proceed without dismantling some of that precious infrastructure. The changes
Turn around and face the market
Blog Post, Enterprise 2.0, The Connected CompanyIronically, a history of success may be the biggest reason companies lose touch with customers. Success can fuel enormous growth and even lead to market dominance. But it can also lead to over-expansion, blind spots, complacency, bureaucratic rigidity and risk-avoidant cultures.
The connected customer
Blog Post, Enterprise 2.0, The Connected CompanyCustomers are becoming aware that they have the power to collectively organize and protest, and today they have the tools to do it. Revolutions never start at the top. They start with people, when they begin to recognize the power that comes from numbers.
Social Experience Design: one method, two tools, three tips, the lecture
Blog Post, Enterprise 2.0A discussion presented in specific order to be not too unbalanced toward design, even if that was the focus, but also not being too high for more hands-on people.
