čtvrtek, 18. března 2010

Monthly Pieing: You rock, right?

80% companies think they deliver great service; only 8% of their customers think so.
What really suprises me is the 20% of companies which believe they supply just mediocre things.

Source: Bain & Company, 2005, p. 1. Link. Through Service Design Hub.

More on pieing here and here.

čtvrtek, 4. března 2010

Excerpted from Flexible Economics Dictionary

captcreate
Brand-emptying (see also extreme outsourcing takeover) is when you outsourced even the chair you are sitting on and realized you no longer possess a significant competitive advantage because due to the cutthroat cost madness your supplier now dictates what's your new product design. It is just the brand that have certain value (however ephemeral) because it promises certain level of quality when seen from customer perspective.

Cloudsourcing is when you don't really care who and from where provides the service you outsource. This is because you always get the service from certain website. Requires computer literacy and enduring faith in bandwidth and dotcoms. Don't confuse with crowdsourcing which is when your fans and customers do the job for you "empowered by brand enthusiasm" (read bored due to lack of other things to do; internet is brilliant but sometimes severly limits connection with the real life). This requires big base and long time.

9-5ers are people who have a day job and run a side business during their spare time. They utilize cheap technology and other sources to exploit creative talent and passion. Hidden segment of economy based on microproduction. Concept promoted by Emma Jones from EnterpriseNation.com.

Personal font is the kind of font you use in your PR strategy. It is same for your business cards, your website and for the your-name-is t-shirt when you visit an event where you meet new people (this is basically an ice-breaker). No, I'm not talking about your company; I'm talking about your personal branding. (Phil pointed out that part of this strategy may be also managing your personal IP such as rights to digital presence. Thanks!)

I'm curious about other changes that are underway. Any observations?

Photo-collage 'my life's logos' by captcreate, Flickr CC.