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Top Three Weekend Reads: Managing the Customer Experience, Death to Internal Email

Everybody out there feel good about their customer experience strategy? Are you on top of all of those emails waiting for a response in your inbox? Then there's no need to read further.

Get to Reading

1. Anyone who thinks that providing a consistent, positive customer experience comes down to a bowl of lollipops in the lobby and accounts on social media channels might want to think about looking for a new job. Or reading this article, Adapt Business Process Improvement for Customer Experience, from contributors Paul Hagen and Derek Miers:

Firms need to revisit their business architecture — a coordinating framework for organizational analysis and change — to redefine how the organization will deliver value to customers in the future.

At the heart of this change is a move from traditional, functionally oriented management and governance models to one centered on key customer journeys or scenarios. Read more

2. Reverse psychology? Refreshing honesty? Either way you cut it, David Diamond offers some great thoughts for anyone considering a digital asset management purchase in his Five Good Reasons to Avoid DAM Software:

One of the best reasons to avoid DAM is that it can add so much complexity to your business processes that you’ll wish you had no business processes. In the more than 20 years since DAM software was first made available commercially, users have consistently complained that DAM software is too difficult or cumbersome to use. Read more  

3. While there are quite a few who might wish that the email is dead, long live email debate would go away, the questions that Oscar Berg raises in this article move beyond the value of the tool to look at the value of the knowledge within — Time to Break the Habit of Internal Email:

Over the years, given its convenient, ubiquitous and freeform nature, email has developed some kind of monopoly over employee-to-employee communication. As a consequence, our brains are now wired for email. It is perfectly natural for us to use email for many-to-many conversations and for coordinating highly collaborative tasks. The fact that email is, by design, especially ill suited for this doesn’t stop us. Most don’t even reflect upon the reason why they feel overloaded with information and stressed out at work. Read more

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