5 Things Customer Care People Wish Marketers Understood

Earlier this week I had the chance to present at one of the largest annual meetings of customer care professionals in the world, the SOCAP International Symposium. SOCAP stands for the Society of Customer Care Professionals, and among other things, its members include the folks in charge of running call centers, managing customer response teams and sometimes branching into running loyalty programs as well. If marketing is all about the outward appearance of a brand and perception, then customer care (more than any other group) is focused on the reality of what your brand actually is.

This battle between perception and reality, interestingly, is where the divide between customer care and marketing usually arises. The larger the company, the more divorced these two disciplines seem to be – often only meeting at the last stages of planning a marketing campaign to finally discuss coordinating. Not surprisingly, a key theme I quickly saw during the SOCAP event was that the communication between marketing and customer care needs to get stronger across the board. In particular, there were 5 themes that emerged for me (as a marketer) that define what customer care people would love to see from us more frequentl


imb_socap_wordle450Earlier this week I had the chance to present at one of the largest annual meetings of customer care professionals in the world, the SOCAP International Symposium. SOCAP stands for the Society of Customer Care Professionals, and among other things, its members include the folks in charge of running call centers, managing customer response teams and sometimes branching into running loyalty programs as well. If marketing is all about the outward appearance of a brand and perception, then customer care (more than any other group) is focused on the reality of what your brand actually is. Leer más “5 Things Customer Care People Wish Marketers Understood”

How to Design a Clean Business Website with Photoshop

The focus of this template is on a design agency that offers a range of web-based services. The primary aim of the page we’re designing, therefore, is to promote what the business does and what services they provide.

This is the first part of a tutorial on building a clean business website. This first part will focus on creating the design in Photoshop, and in the second part, will focus on converting the PSD outcome to a working XHTML template.


How to Design a Clean Business Website with Photoshop

The focus of this template is on a design agency that offers a range of web-based services. The primary aim of the page we’re designing, therefore, is to promote what the business does and what services they provide.

This is the first part of a tutorial on building a clean business website. This first part will focus on creating the design in Photoshop, and in the second part, will focus on converting the PSD outcome to a working XHTML template.

“Clean Business Website” Series

10 Post-Interview Reflections

After an interview, it’s important to take a lot of deep cleansing breaths and reflect about the “process.” If you’ve been at a job search for a while, really excited about this particular position or just aren’t sure how to gauge your performance, use these questions as a guide. More importantly, use your answers to become the better, smarter candidate:

1. Did you feel comfortable during the interview?
2. Which questions could you have answered better?
3. Where were you successful? And not so much?
4. Were there awkward silences?
5. Were you able to demonstrate your understanding of the organization?
6. How was your conversational style?
7. Did the interviewer ask questions that you couldn’t answer?
8. Did the interviewer have any concerns about your work history, candidacy or skills?
9. Were you able to ask questions at the end about the organization or position? If so, were the answers helpful?
10. Would you do anything differently next time? Or say something different?


After an interview, it’s important to take a lot of deep cleansing breaths and reflect about the “process.”  If you’ve been at a job search for a while, really excited about this particular position or just aren’t sure how to gauge your performance, use these questions as a guide. More importantly, use your answers to become the better, smarter candidate:

  1. Did you feel comfortable during the interview?
  2. Which questions could you have answered better?
  3. Where were you successful?  And not so much?
  4. Were there awkward silences?
  5. Were you able to demonstrate your understanding of the organization?
  6. How was your conversational style?
  7. Did the interviewer ask questions that you couldn’t answer?
  8. Did the interviewer have any concerns about your work history, candidacy or skills?
  9. Were you able to ask questions at the end about the organization or position? If so, were the answers helpful?
  10. Would you do anything differently next time? Or say something different? Leer más “10 Post-Interview Reflections”

Gamelearn desarrolla videojuegos para directivos

Por Javier Martín

navierosHasta ahora habíamos oído hablar de juegos online para enseñar a niños o jóvenes en distintas materias, esta idea la lleva mucho más allá la empresa Gamelearn al aplicarla a la formación de directivos en negociación y resolución de conflictos.

Gamelearn se basa en el “learning by doing” y trabaja para emular la formación presencial. En un curso presencial de negociación los alumnos negocian, mientras que en la versión clásica de e-learning sólo leen sobre negociación. Con un videojuego se puede conseguir que el usuario sienta que negocia con diferentes personajes, saber si lo han hecho bien o mal y explicarles como pueden mejorar. Todo esto desarrollado sobre su primer videojuego llamado Navieros.


Por Javier Martín

navierosHasta ahora habíamos oído hablar de juegos online para enseñar a niños o jóvenes en distintas materias, esta idea la lleva mucho más allá la empresa Gamelearn al aplicarla a la formación de directivos en negociación y resolución de conflictos.

Gamelearn se basa en el “learning by doing” y trabaja para emular la formación presencial. En un curso presencial de negociación los alumnos negocian, mientras que en la versión clásica de e-learning sólo leen sobre negociación. Con un videojuego se puede conseguir que el usuario sienta que negocia con diferentes personajes, saber si lo han hecho bien o mal y explicarles como pueden mejorar. Todo esto desarrollado sobre su primer videojuego llamado Navieros. Leer más “Gamelearn desarrolla videojuegos para directivos”

VLC 1.1 incluye aceleración por hardware, soporte a WebM y extensiones

Con el paso del tiempo VLC se ha ido convirtiendo en uno de los mejores reproductores multimedia. Independientemente de la plataforma que utilices (Windows, Mac o GNU/Linux) este reproductor estará disponible y reproducirá prácticamente la mayoría de los formatos de vídeos más comunes.

Tras dos meses de versiones beta hoy está disponible para su descarga la versión final 1.1.0, con interesantes novedades relacionadas con la alta definición, el streaming vía web y la posibilidad de cargar extensiones.


Por @marcosesperon

vlc1.1 VLC 1.1 incluye aceleración por hardware, soporte a WebM y  extensiones

Con el paso del tiempo VLC se ha ido convirtiendo en uno de los mejores reproductores multimedia. Independientemente de la plataforma que utilices (Windows, Mac o GNU/Linux) este reproductor estará disponible y reproducirá prácticamente la mayoría de los formatos de vídeos más comunes.

Tras dos meses de versiones beta hoy está disponible para su descarga la versión final 1.1.0, con interesantes novedades relacionadas con la alta definición, el streaming vía web y la posibilidad de cargar extensiones. Leer más “VLC 1.1 incluye aceleración por hardware, soporte a WebM y extensiones”

Schick, Vevo Ink Sponsorship Deal

Schick Hydro, an Energizer brand, has signed on as the exclusive launch sponsor of a new channel showcasing emerging artists on entertainment site Vevo.

“The Next Wave,” as the channel is called, went live on Vevo this week, and features original programming from Boston-based electronic pop band Passion Pit. Over the next few months, “The Next Wave” will promote music from a variety of genres, including rock, alternative, hip-hop and R&B, said David Kohl, Vevo’s evp of sales and customer operations.

“This is the first-ever programming channel on the Vevo platform that celebrates emerging music, aggregating the industry’s hottest developing acts across multiple genres,” Kohl said. Schick and Vevo are partnering through the end of this year.


– Elaine Wong
Schick Hydro, an Energizer brand, has signed on as the exclusive launch sponsor of a new channel showcasing emerging artists on entertainment site Vevo.

“The Next Wave,” as the channel is called, went live on Vevo this week, and features original programming from Boston-based electronic pop band Passion Pit. Over the next few months, “The Next Wave” will promote music from a variety of genres, including rock, alternative, hip-hop and R&B, said David Kohl, Vevo’s evp of sales and customer operations.

“This is the first-ever programming channel on the Vevo platform that celebrates emerging music, aggregating the industry’s hottest developing acts across multiple genres,” Kohl said. Schick and Vevo are partnering through the end of this year.

The deal will allow Schick Hydro to tap into new ways of marketing its razor, which hit shelves in April and is being positioned as a “breakthrough” in male grooming. Energizer describes it as the “most thoroughly tested, highest-rated products in the brand’s 88-year history,” with new features like a flip trimmer, advanced hydrating gel reservoir and skin guards. An ad, now running, shows a boxer and a soccer player experiencing a “blast of hydration.” In each of the scenarios, a blast of water literally hits the men in the face. The tagline is, “Free your skin.” (Meanwhile, Procter & Gamble has introduced the Gillette Fusion ProGlide, which also aims to deliver a closer shave, according to ads.)

Schick Hydro’s target demo is 18- to- 34-year-old males, which is why partnering with Vevo made a lot of sense, said Dan Kinton, Schick’s senior brand manager. “Men have [many] media and entertainment options at their disposal, and can often be distracted, so we needed a platform that integrates the brand’s message in a way that’s not interrupted,” Kinton said. Schick Hydro’s core target is interested in “learning about music discovery and new artists and bands,” he added.

Energizer spent $5 million since April advertising Schick Hydro, excluding online, per the Nielsen Co. The razor brand worked with MEC:Access, the entertainment and sports partnership arm of media agency MEC, to broker the deal. Other partners who participated in the launch include Amplitude Marketing Group in Newtown, Conn.

In addition to Vevo, Kinton said the brand will continue to explore cutting-edge digital channels to market its razors. One example is “Clean Break,” an unscripted Web series launching next week on the Sony Pictures Entertainment-owned online video network, Crackle. The plot involves two tour guides who travel the country in pursuit of “the hottest action water sports and coolest locals-only experiences,” per Energizer. Through Facebook and other social nets, the brand is allowing consumers to shape the storyline.

http://www.brandweek.com/bw/content_display/news-and-features/direct/e3i8478aa36e7502a2b26e46e1132472b72

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Design Thinking – Tools to talk with business

Think design and Tools

The world is turbulent and things seem unexpected. Hence we feel the need to sit around a campfire conceptual and exchange stories. This ancient technology of storytelling reappears again to help solve problems.

Tim Brown says that the two main tools of design thinking are the prototypes (which produce ideas fast enough to fail and learn) and storytelling (things to be deployed with the sale of compelling narratives).


Think design and Tools

The world is turbulent and things seem unexpected. Hence we feel the need to sit around a campfire conceptual and exchange stories. This ancient technology of storytelling reappears again to help solve problems.

Tim Brown says that the two main tools of design thinking are the prototypes (which produce ideas fast enough to fail and learn) and storytelling (things to be deployed with the sale of compelling narratives).

When we talk about prototyping we must think that it requires a change of mind because it makes you wonder:

Leer más “Design Thinking – Tools to talk with business”