Lance Bettencourt, author of Service Innovation: How to Go From Customer Needs to Breakthrough Services, has a passion for services. For decades he waLance Bettencourt, author of Service Innovation: How to Go From Customer Needs to Breakthrough Services, has a passion for services. For decades he was an academic in services marketing and management. Now, an experienced strategy adviser for Strategyn, he realized that there was not much written about service innovation.
So he wrote this book. Bettencourt outlines a framework that operational managers can easily understand and use to implement.
The core Bettencourt approaches service innovation by declaring the four truths of services. These truths are in line with the service dominant logic of marketing.
Customers hire products and services for completing a job. Customers hire solutions to accomplish distinct steps in getting an entire job done. Customers use outcomes to evaluate success in getting a job done. Customers have distinct needs that arise related to the “consumption” of a solution. Or as the author outlines:
“Customers do not buy goods or services; they buy offerings which renders services which create value……The shift in focus to services is a s shift from the means and the producer perspective to the utilization and the customer perspective.”
These approaches, assert Bettencourt, mean that “a company is forced to think about service innovation from multiple valuable perspectives,”adding that the approaches can overlap yet still yield economic results. As Michael Porter has contended, “In general, value is destroyed if an activity is overdesigned or underdesigned for its use”.
In his – sound and clear analytical – approach Bettencourt identifies four ways of service innovation:
Core Job – a specific job requested by customers Service Delivery — how customers obtain the benefits of a service Supplemental Service — a service that helps customers gain more value from a product to complete a specific job New Service — an introduction of a new service To help readers further understand, he treats the first three approaches in their own separate chapters. This allows readers to understand the supporting steps to defining the opportunities.
Just as in any service concept, there are two sides to this book. What it provides to readers and how it does the providing. The book outlines in a fine way the primary dimensions how service is provided. It refers to many well known scholars of service management of the last three decades. It does this in a very structured approach with excellent chapter summaries and tables (which enabled me to flip through the book and still be able to understand the concept and possible application).
My rating 4,0 stars on a scale 0-5. I believe – just as the author – that this book has something very real – something universal – to say about service innovation.
It has a classic and timeless approach. Which in this era of social CRM and 2.0 is also a minor flaw.
I thoroughly enjoyed Service Innovation because its concepts allow readers to take actions that can increase customer value and identify the opportunities for results.
Service Innovation broadened my view of what I can look for to improve service to my customers.
Armed with the knowledge gained from this book, you should be able to make better decisions regarding how to deliver an innovative and profitable serviceconcept....more
Sally Hogshead helps world-class businesses develop messages that influence and persuade consumers, patners and employees. As a world-renowed brand coSally Hogshead helps world-class businesses develop messages that influence and persuade consumers, patners and employees. As a world-renowed brand consultant and speaker she outlined her fascinating ideas for companies, professionals and persons in the book Fascinate.
One thing about the book is its fascinating subtitle –your seven triggers to persuasion and captivation. Which triggers for me the question will the author also be able to fascinate?
And be sure: she does!
The reason it worked for me is very simple.
Sally Hogshead elaborates the seven fascination triggers. As often, there are always differerent opinions what triggers are and which triggers are relevant. This criticism is also appropriate for this book. Nonetheless, as you (just as me) deems fascination to be important , her book is one of the best possible ways to sharpen your thoughts about how to fascinate. Early warning: as the author claims you do not control fascination; fascination controls you.
The book is written for anyone who wants to become more effective. The question is whether you are using the right triggers, in the right way to get your desired results? And as the author claims the forces of fascination shape your ides, opinions and relationships.
The core Curious what the seven triggers are?
These are the titles of the relevant chapters
Lust : why we are seduced by the anticipation of pleasure Mystique: why we are intrigued by unanswered questions Alarm: why we take action at the threat of negative consequences Prestige: why we fixate on symbols of rank and respect Power: why we focus on the people and things that control us Vice: why we are tempted by “forbidden fruit“ Trust: why we are loyal to reliable options.
3,5 stars on a scale 0-5.
Fascinate clearly shows passion for the concept in an abundant way.
This entertaining book is an accessible description of the fundamental concepts regarding fascination, its triggers and and the application in business and customer service. It offers food for thought for every business leader and professional.
Many of us are drafting the final versions of their yearplan 2011 in the forthcoming weeks. These triggers may help you to design your business, career and personal effectiveness in 2011. According to Webster´s design is about a plan to make something. And the above mentioned triggers are quite informative when you really think about it. More over, they are also formative because it enables you to plan and create.
This book is recommended reading for anyone who is interested in connecting to. To complete this review I am going to trigger a little mystique myself. I will not give you the answer. Just read her book.
Brian Solis thought leaders and published authors in new media. A digital analyst, sociologist and so on. Solis uses his role as principal of consultaBrian Solis thought leaders and published authors in new media. A digital analyst, sociologist and so on. Solis uses his role as principal of consultancy FutureWorks to urge businesses to interact with and learn about their customers. Solis, was recently mentioned as one of CRMmagazine’s Influential Leaders of 2010,
Having followed Brian Solis for about two years on Twitter, Facebook and LinkedIn, I have to admit he is – as so many social media gurus – highly accessible.
I started reading the book and – though i do not know the author in person – it felt like he had been so kind to deliver he book him self. Being acquainted with his work and insights it was an easy and entertaining read. Considering myself to be a seasoned veteran in the field of social media, i still could and can find many profound insights and references (hidden in a well written text).
The book is rich in research, information, theory and experiences. The book has an excellent coverage of marketing, public relations and customer service items. As the author states himself ”it is intended to empower you with ideas, purpose and direction”. And in line with the CCCCC-approach of connecting to a construct and accordingly changing, the author mentions that “it is how the information in the book is applied that determines relevance in your world. The data that you gather is specifically relevant to your reality and what you discover, learn and observe determines your next steps.”
Businesses that don’t listen to or speak with customers are missing an opportunity to demonstrate adeptness and vision. Seems obvious, but it’s not—which is why it’s one of the lessons that form the basis for Brian Solis’s book Engage!: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web.
Curious about the content?
Welcome to the revolution The new reality of marketing and customer service Forever students of new media Brand representative versus the brand you We are the champions The social architect: developing a blueprint for new marketing A little less conversation, a little more action: rising above the noise. My rating
4,5 stars on a scale 0-5.
Engage clearly shows more than passion for brands and business. It enables one to build, cultivate and measure success in the new web.
The book is written for anyone who wants to improve. In a context of constant change: new ways of value creation, new demands by employees, changing demands from customers who more and more own the conversation.
Moreover, his entertaining book is an accessible description of some of the fundamental trends. It offers instructive lessons for every business leader and professional in the field of marketing, pr and customer service.
Realize that the companion site for the book, http://areyouengaged.com, includes many lessons and stories that did not make the final cut of his book as well as up to date stories that capture and define the progress of interactive media. The site also serves as a resource to continue your education supporting your efforts as you blaze new trails.
Many operational managers will finalize their yearplan 2011 in the forthcoming months. ENGAGE may help them to design their business in 2011.
Being able – and willing – to build successful businesse, one needs to construct the fundamental underlying concepts and trends in the real world. The book enables you to get a basic understanding that helps you identifying challenges and frame opportunities.
This book is recommended reading for anyone who is interested in connecting to the changing context in the customer service business world. It is then up to you how that knowledge and information will be applied by you to achieve business, professional or personal success.
Read, connect and act! Or as the author ends the book: “Now, let’s go to work”....more
A landmark classic. A Theory of Literature of 1944-46, being an influential and comprehensive analysis of the American New Criticism movement.
AccordiA landmark classic. A Theory of Literature of 1944-46, being an influential and comprehensive analysis of the American New Criticism movement.
According to Wellek, the work was written with the idea between Warren and himself that “we should rather combine our forces to produce a book which would formulate a theory of literature with an emphasis on the aesthetic fact which cannot be divorced from evaluation and hence from criticism.”]
There are familiarities with Russian formalism, the Prague Linguistic Circle, the phenomenology of Roman Ingarden, and the movements of German Geistesgeschichte and stylistics. Warren’s contributions to the work stemmed from his knowledge of American New Criticism, aesthetics, and the history of criticism.
The work encompasses "definitions and distinctions" of the natures and functions of literature; literary theory, criticism, and history; and general, comparative, and national literature.
Warren and Wellek discuss an extrinsic approach to the study of literature involving approaching literature from perspectives of biography, psychology, society, ideas, and other arts.
Theory of Literature also discusses an intrinsic approach to studying literature, discussing the use of devices such as euphony, rhythm, meter, stylistics, imagery, metaphor, symbols, and myth. The work concludes with a discussion of literary genres, history, and the study of literature in the graduate school. ...more
The photographer Pierre Yves-Petit, who called himself “Yvon,” wandered the streets of Paris between the world wars looking for the moment wheThe core
The photographer Pierre Yves-Petit, who called himself “Yvon,” wandered the streets of Paris between the world wars looking for the moment when the shifting light and clouds would perfectly reveal the city’s ephemeral, iconic beauty. The dramatic images of the city and its people that he made during those years would become the most popular postcards in France. They can still be bought today on Parisian quais and are eagerly sought by collectors.
Pierre Yves-Petit job and his love of the city, whose streets he often wandered early in the morning and late at night. In his photography he was able to seize the Paris highlights, the beauty of the streets and gardens in a beautiful blend of black, white and grey. As Yvon, he captured the essence of the city in his photographs, having published his work on photocards. His efforts met greet commercial success.
4.0 stars on a scale 0-5.
This book is recommended reading for anyone who is interested in the history of photography, Paris or the noble art of fine photo book printing. ...more
Strategy, Leadership and the Soul presents a new paradigm for organizations.
In building their case, the authors present a unique analysis ofConstruct
Strategy, Leadership and the Soul presents a new paradigm for organizations.
In building their case, the authors present a unique analysis of the dynamics of organizational evolution since 1850 to the present day, reflecting on how the context of the changing nature of society over time has informed the necessary adjustments in structure and leadership, and in what way these have been vital to the sustainability of those organizations.
The current quixotic context for both small and large organizations – the rapidly changing business landscapes, global interconnectedness, technological innovation and the diversity of the needs of customers and employees alike – requires organizations to ‘be in a state of permanent transformation if they are to survive’, to become transorganizations.
And in order for these transorganizations to survive, a new style of leader is required – a transleader.
From their experience as consultants, the authors conclude thattransleaders must transform themselves first rather than look to the outside for a solution.
The qualities needed for this leadership style are:-
the ability to communicate with passion and clarity to develop a shared language that can transform the thinking of everyone working in or with the organization to inspire self-confidence and knowledge to strengthen teams to share power, and give greater control to the workforce to behave like mentors rather than bosses to welcome diversity to have an exceptional level of self-awareness to be able to transcend culture, age, and title as a means to arrive at what is relevant Context
A lot of my posts deal with the changing contexts of organizations, professionals or persons.
One of the most relevant posts in the organization context I recently referred is The Big Shift, being the results of a major research project conducted at Deloitte’s Center for the Edge.
The Big Shift, as was called the project, refers to the long-term transformations in the global business environment over the past several decades that have been primarily, but not exclusively, caused by the remarkable advances in digital technologies over that period. The results are of the study are paradoxical. A progressively falling return on assets and a steadily growth in labor productivity.
One of the recurring themes on my blog deals also about the motivation of persons and professionals. Daniel’s Pink Drive describes insights about what really drives people in the second decade of this millennium.
Jennifer Sertl and Koby Huberman enables us to make a next, big step. Their book enables our interest, our desire, our attention to migrate from analysis – and may be paralysis – to prescription.
What should we be doing to cope with the growing changes, being experienced by us as individuals and as professionals and even institutions?
To get possible answers one should read this book (and i strongly recommend as a successor The Power of Pull: how small moves, smartly made, can set big things in motion, which was published april 2010).
For me as a professional and person, this book is important.
Because it is full of insights into our most perplexing contemporary dilemmas.
And still for me it also proved to be intellectual entertainment of the highest order.
It is about us – modern souls – and the quest of man and manhood in search of themselves.
Being a biker – and one of the authors is a biker too – I know how hard working biking can be. This also applies to this book. It offers u ultimately a large challenge but – in the end of the day – an equal reward.
The book enables us to think about what we are, what we care for and what is the quality of our lives. It might be considered as a journey toward awareness and appreciation of our modern world. It offers us glimpses of what working and living really means in the forthcoming decade(s).
And for me, it created sense and sensibility of one’s special place in the modern world.
We live in a hyper competitive market where firms are faced with an ever growing price pressure and increasingly demanding customers.From the authors:
We live in a hyper competitive market where firms are faced with an ever growing price pressure and increasingly demanding customers.
Revenue generation is in this post depression era imperative and urgent for businesses to survive.
In this era - also a decade of fundamental transitions - customers see things differently. They often attach importance to a wide range of issues such as quality, customer focus, good information, a great experience, and of course price.
At first glance this seems to have conflicting interests, but practice shows that companies, specifically in their benefit to work.
How they do that?
Especially by understanding what value means for the customer. What motivates customers to do business with them. By example, know why one customer is willing to pay a higher price and the other not. And by the right action to take on the most appropriate time for the customer.
These firms are successful because they find an optimal balance between the value of the customer and the customer value.
Customer Value Management is why many companies are increasingly on the priority list of corporate management.
Customer Value Management raises for many managers still so many questions that the move from theory to practice often do not dare to put. Second, the pressure on (marketing) managers at large outcome-driven work and more insight into the financial consequences of their actions.
This book provides a practical guide to customer value management in a results-oriented way to introduce your organization. Based on tips, practical examples and case studies are the different stages in the customer value policy is explained. Particular attention is given to the measurability and evaluation of the process.
1. Introduction 2. Growing in a hyper competitive market 3. Customer Value Management to drive customer-focused business 4. A broader view of customer value 5. Identification of the most valuable customers using traditional methods 6. Calculate and predict customer value 7. What binds customers: the customer value 8. Customer Value Management: focus on results and performance 9. Customer Value Strategy: to achieve an optimal balance between customer value and customer value 10. Cases relating to various aspects of klantwaardemanagement
Annex 1. Derivation of formulas for calculating Customer Lifetime Value Annex 2. Measuring quality perceptions and rational value
3,0 stars on a scale 0-5.
Ken uw Klant clearly shows a professional attitude for an important aspect of marketing an customer service.
The book is an readable description of hte fundamental concept in in customer value managements and offers instructive insights and lessons for every business leader and professional in the field of customer management.
Many marketing, sales and operational managers will draft their yearplan 2011 in the forthcoming months. The knowknow of Marc van de Perre en Ton Kuijlen may help you to design, implement or sharpen your customer value management in 2011.
It is my firm belief that if you acknowledge that knowing your customer also implies using more recent concepts like SocialCRM, co-creation, design thinking, design driven innovation and so on this book may assist u in designing a good yearplan 2011.
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His definition of the Semantic Web is a broad one. If it furthers the understanding of data by machine (“semantic”) and it links in and out (“web”), iHis definition of the Semantic Web is a broad one. If it furthers the understanding of data by machine (“semantic”) and it links in and out (“web”), it’s part of the semantic web. Ok, for the “semantic” part, Siegel also adds a more utopian requirement that “it needs to be tagged in a royalty-free format, governed by a nonprofit organization, that all software programs can understand”.
Pull does an impressive job of pulling together a number of trends around one common wish. It truly is the book that was missing from our landscape, to articulate the benefits of semantic technologies to businesses and society. This is recommended reading to all builders and users of the next web, and by that I mean anyone with a web access. We have the right vision now, so let’s get to work to realize it. . From Greg Boutin's revies of the book.
GUGGENHEIM EXHIBITION OF CONTEMPORARY PHOTOGRAPHIC IMAGERY EXPLORES THEMES OF MEMORY, TRAUMA, AND RETURN TO THE PAST
Exhibition Opens in Two Parts andGUGGENHEIM EXHIBITION OF CONTEMPORARY PHOTOGRAPHIC IMAGERY EXPLORES THEMES OF MEMORY, TRAUMA, AND RETURN TO THE PAST
Exhibition Opens in Two Parts and Features Marina Abramović, Bernd and Hilla Becher, Christian Boltanski, Sophie Calle, Paul Chan, Tacita Dean, Thomas Demand, Stan Douglas, Douglas Gordon, Roni Horn, Joan Jonas, Sally Mann, Christian Marclay, Susan Philipsz, Robert Rauschenberg, Cindy Sherman, Hiroshi Sugimoto, Jeff Wall, Andy Warhol, and Lawrence Weiner, as Well as Commissioned Performances by Sharon Hayes, Joan Jonas, and Tris Vonna-Michell
Solomon R. Guggenheim Museum, 1071 Fifth Avenue, New York
Full Rotunda and all ramps
Part I: March 26–September 6, 2010 Part II: June 4–September 1, 2010
Thursday, March 25, 10 am–1 pm
Download a PDF of this press release.
(NEW YORK, NY – March 23, 2010) –– Much of contemporary photography and video seems haunted by the past, by the history of art, by apparitions that are reanimated in reproductive mediums, live performance, and the virtual world. By using dated, passé, or quasi-extinct stylistic devices, subject matter, and technologies, such art embodies a longing for an otherwise unrecuperable past.
From March 26 to September 6, 2010, the Solomon R. Guggenheim Museum presents Haunted: Contemporary Photography/Video/Performance, an exhibition that documents this obsession, examining myriad ways photographic imagery is incorporated into recent practice. Drawn largely from the Guggenheim’s extensive photography and video collections, Haunted features some 100 works by nearly 60 artists, including many recent acquisitions that will be on view at the museum for the first time. The exhibition is installed throughout the rotunda and its spiraling ramps, with two additional galleries on view from June 4 to September 1, featuring works by two pairs of artists to complete Haunted’s presentation.
Haunted: Contemporary Photography/Video/ Performance is organized by Jennifer Blessing, Curator of Photography, and Nat Trotman, Associate Curator.
This exhibition is made possible by the International Director’s Council of the Solomon R. Guggenheim Museum. Additional support is provided by grants from The Robert Mapplethorpe Foundation and the William Talbott Hillman Foundation. The Leadership Committee for Haunted: Contemporary Photography/Video Performance is gratefully acknowledged.
The works in Haunted: Contemporary Photography/Video/Performance range from individual photographs and photographic series to sculptures and paintings that incorporate photographic elements; projected videos; films; performances; and site-specific installations, including a new sound work created by Susan Philipsz for the museum’s rotunda. While the show traces the extensive incorporation of photography into contemporary art since the 1960s, a significant part of the exhibition will be dedicated to work created since 2001 by younger artists.
Haunted is organized around a series of formal and conceptual threads that weave themselves through the artworks on view:
Appropriation and the Archive: In the early 1960s, Robert Rauschenberg and Andy Warhol began to incorporate photographic images into their paintings, establishing a new mode of visual production that relied not on the then-dominant tradition of gestural abstraction but rather on mechanical processes such as screenprinting. In so doing, they challenged the notion of art as the expression of a singular, heroic author, recasting their works as repositories for autobiographical, cultural, and historical information. This archival impulse revolutionized art production over the ensuing decades, paving the way for a conceptually driven use of photography as a means of absorbing the world at large into a new aesthetic realm. Since then, a number of artists, including Bernd and Hilla Becher, Sarah Charlesworth, Douglas Gordon, Luis Jacob, Sherrie Levine, Richard Prince, Cindy Sherman, and Sara VanDerBeek, have pursued this archival impulse, amassing fragments of reality either by creating new photographs or by appropriating existing ones.
Landscape, Architecture, and the Passage of Time: Historically, one of photography’s primary functions has been to document sites where significant, often traumatic events have taken place. During the Civil War, which erupted not long after the medium was invented, a new generation of reporters sought to photograph battles, but due to the long exposure times required by early cameras, they could only capture the aftermath of the conflicts. These landscapes, strewn with the dead, now seem doubly arresting, for they capture past spaces where something has already occurred. Their state of anteriority, witnessed at such an early stage in the medium’s development, speaks to the very nature of a photograph, which possesses physical and chemical bonds to a past that disappears as soon as it is taken. As viewers, we are left with only traces from which we hope to reconstruct the absent occurrences in the fields, forests, homes, and offices depicted in the works in the exhibition. With this condition in mind, many artists, among them James Casebere, Spencer Finch, Ori Gersht, Roni Horn, Luisa Lambri, An-My Lê, Sally Mann, and Hiroshi Sugimoto, have turned to empty spaces in landscape and architecture, creating poetic reflections on time’s inexorable passing and insisting on the importance of remembrance and memorialization.
Documentation and Reiteration: Since at least the early 1970s, photographic documentation, including film and video, has served as an important complement to the art of live performance, often setting the conditions by which performances are staged and sometimes obviating the need for a live audience altogether. Through an ironic reversal, artworks that revolved around singular moments in time have often come to rely on the permanence of images to transmit their meaning and sometimes even the very fact of their existence. For many artists, these documents take on the function of relics— objects whose meaning is deeply bound to an experience that is always already lost in the past. Works by artists such as Marina Abramović, Christian Boltanski, Sophie Calle, Tacita Dean, Joan Jonas, Christian Marclay, Robert Mapplethorpe, Ana Mendieta, and Gina Pane examine various aesthetic approaches inspired by the reiterative power of the photograph. Using photography not only to restage their own (and others’) performances but to revisit the bodily experience of past events, these artists have reconsidered the document itself as an object embedded in time, closely attending to its material specificity in their works.
Trauma and the Uncanny: When Andy Warhol created his silkscreen paintings of Marilyn Monroe in the wake of her death, he touched on the darker side of a burgeoning media culture that, during the Vietnam War, became an integral part of everyday life. Today, with vastly expanded channels for the propagation of images, events as varied as the terrorist attack on the World Trade Center and the deaths of celebrities such as Princess Diana and Michael Jackson have the ability to become traumatic on a global scale. Many artists, including Adam Helms, Nate Lowman, Adam McEwen, Cady Noland, and Anri Sala, have reexamined the strategy of image appropriation Warhol pioneered, attending closely to the ways political conflict can take on global significance. At the same time, photography has altered, or as some theorists argue, completely reconfigured our sense of personal memory. From birth to death, all aspects of our lives are reconstituted as images alongside our own experience of them. This repetition, which is mirrored in the very technology of the photographic medium, effectively produces an alternate reality in representation that, especially when coping with traumatic events, can take on the force of the uncanny. Artists such as Stan Douglas, Anthony Goicolea, Sarah Anne Johnson, Jeff Wall, and Gillian Wearing exploit this effect, constructing fictional scenarios in which the pains and pleasures of personal experience return with eerie and foreboding qualities....more
his book is dedicated to the exhibition New Topographics: Photographs of a Man-Altered Landscape, held in 1975 at the International Museum of Photograhis book is dedicated to the exhibition New Topographics: Photographs of a Man-Altered Landscape, held in 1975 at the International Museum of Photography, demonstrates both the historical significance of the show and its continued relevance in today’s culture. The show brought together Robert Adams, Lewis Baltz, Bernd and Hilla Becher, Joe Deal, Frank Gohlke, Nicholas Nixon, John Schott, Stephen Shore, and Henry Wessel (Jr.). Signaling the emergence of a new approach to landscape, the exhibition effectively gave a name to a movement. Even today, the catchphrase New Topographics is used to characterize the work of artists not yet born when the exhibition was held. New Topographics has since come to be understood as marking a paradigm shift. The show occurred just as photography took its place within the contemporary art world. Arguably the last traditionally photographic style, New Topographics was also the first photo-conceptual style. Illustrated with selected works from the 1975 exhibition, installation views, and contextual comparisons, the book also includes an illustrated checklist of the show and an extensive bibliography...more