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Kevin Richardson
Dallas, TX
Recent Activity
Thanks for sharing your experience Paul. Not only did Hilton lose CRM Evolution but I now question it (at best) when I book travel to NYC. I wonder if there is value in the thought of the doctor becoming the patient...having all at the hotel (in this case) spend a night as a guest (undercover guest). So often the "Customer Eye's View" makes such a huge difference.
Seems that the best companies today take seriously the mantra, "We are because of our customers."
Choice, Circumstance, Context: The Hilton Hotel & The Vagaries of the Customer Experience
For whatever reasons, the hospitality and travel industries are amazing for providing an endless fount of stories. These stories could almost be called, in a strategic sense, individually customized services discussions - but that resonate with other people. Of course, while it does feel like the...
Thank you for making this site a place for co-creation and collaboration Valeria!
I tend to think of what you're talking about in terms of the customer. While it takes both business and customer to create the final product some companies still see that as licenses to merely take customer feedback and build what they want. I talk in terms of customer guided collaboration. In fact when I facilitate meetings I have signs I'll hold up when the company talks about how an idea won't work for them that simply says, "It's not about you."
There's nothing more rewarding than tackling tough problems together. Love what you're professing here Valeria!
Do Customers Really Want to Co-Create Your Product?
Innovation is a fundamental component of true market differentiation -- and consequently a key component of business growth. Organizations that find a way to marry this marketing function with what customers really want win. How do you go about figuring out what the real opportunity is? There ...
Well put Richard. Each encounter either grows or deteriorates the relationship. Your example is spot on. I'd take your thought about organizing a community and say find someone who gets customer service and and has a servant leader mindset. There's your community manager.
What Would A Passionate Community Manager Do?
If there is one single trait between communities that succeed and communities that don’t, it’s the passion of the person in charge. Communities developed by amateurs (unpaid, but passionate, hobbyists) succeed because of the amateur’s passion. The amateur is convincing when reaching out to peopl...
A 2009 World Series social network! Had I been a Yankees or Phillies fan I would have been all over this. As a lifelong Dodgers fan (next year is our year) I have found solace in OSNs with other frustrated Dodger fans that used the World Series to discuss the Dodgers plans for next year.
Being in CRM for the tradeshow/event industry it is my hope that OSN flourishes. Associations are creating buzz and gathering feedback before events, attendees are planning meetups and discussing announcements in real-time (both attendees that are present and those who are not). Virtual events are starting to pop-up as a way to attend from your office, house, hotel. All with two truths in mind:
1. The event will come to an end
2. We who connect because of that event will be changed forever as a result of the connections made...and through those connections start new and different discussions.
These OSNs seem to have a great deal in common with the traditional tradeshow/corporate event, with greater residual connective power.
Organic Social Networks, The Yankees & ...Wha? (UPDATE: WE WON OUR 27TH WORLD SERIES!)
Needless to say, being a Yankees fan of the entirely driven and committed sort, I'm biting every nail on my hands off and frankly, if I could reach my feet, would go at those nails too (Ugh.). I do that every time that the Yankees are in the playoffs or World Series particularly, though, I have ...
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