La buena experiencia empieza por el personal

Desde hace más de treinta años los gerentes conocen la importancia de brindar valor y servicio de excelencia. Sin embargo, en la mayoría de los encuentros que los consumidores tienen con las empresas, el servicio no es extraordinario. En realidad, a menudo apesta. ¿Por qué?

Una primera razón es que son demasiados los ejecutivos que no aprovechan lo suficientes fuentes poco comunes para inspirar un propósito común dentro de sus empresas. Buscan las mejores prácticas en lugar de los mejores principios. Se concentran exclusivamente en el ROI (retorno sobre la inversión) y lo que obtienen es “retorno sobre no hacer nada nuevo”.El mundo necesita experiencias más auténticas. Los consumidores las piden a gritos.

Joel Kurtzman, en su libro Common Purpose: How Great Leaders Get Organizations to Achieve the Extraordinary, dice que para organizar experiencias distintivas para los clientes primero hay que organizarlas para los propios empleados. Esa es una lección y una práctica que ningún líder puede olvidar, dice James H. Gilmore en su introducción al nuevo libro.

Para tener una idea cabal de lo que quiere decir la oración precedente nada mejor que referirnos a una anécdota que el autor cuenta en un pasaje del capítulo diez. Empieza contando que viajó a Kyoto, Japón y que sus anfitriones japoneses eran ejecutivos de la industria automotriz. En lugar de llevarlo a un tradicional restaurante japonés eligieron uno italiano. Lo cuenta así:

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Desde hace más de treinta años los gerentes conocen la importancia de brindar valor y servicio de excelencia. Sin embargo, en la mayoría de los encuentros que los consumidores tienen con las empresas, el servicio no es extraordinario. En realidad, a menudo apesta. ¿Por qué?

Una primera razón es que son demasiados los ejecutivos que no aprovechan lo suficientes fuentes poco comunes para inspirar un propósito común dentro de sus empresas. Buscan las mejores prácticas en lugar de los mejores principios. Se concentran exclusivamente en el ROI (retorno sobre la inversión) y lo que obtienen es “retorno sobre no hacer nada nuevo”.El mundo necesita experiencias más auténticas. Los consumidores las piden a gritos.

Joel Kurtzman, en su libro Common Purpose: How Great Leaders Get Organizations to Achieve the Extraordinary, dice que para organizar experiencias distintivas para los clientes primero hay que organizarlas para los propios empleados. Esa es una lección y una práctica que ningún líder puede olvidar, dice James H. Gilmore en su introducción al nuevo libro.

Para tener una idea cabal de lo que quiere decir la oración precedente nada mejor que referirnos a una anécdota que el autor cuenta en un pasaje del capítulo diez. Empieza contando que viajó a Kyoto, Japón y que sus anfitriones japoneses eran ejecutivos de la industria automotriz. En lugar de llevarlo a un tradicional restaurante japonés eligieron uno italiano. Lo cuenta así: Leer más “La buena experiencia empieza por el personal”

40 Minimalistic and Cute Movie Posters

Pedro Vidotto has taken some classic and iconic movies and transformed their promotional posters into minimalistic works of art. Movies like Fight Club, Where the Wild Things Are, Titanic and Toy Story all get the minimalist treatment and Pedro Vidotto does an amazing job with them.

Let us enjoy some of his works below. For more, visit Pedro Vidotto’s blog here.


Pedro Vidotto has taken some classic and iconic movies and transformed their promotional posters into minimalistic works of art. Movies like Fight Club, Where the Wild Things Are, Titanic and Toy Story all get the minimalist treatment and Pedro Vidotto does an amazing job with them.

Let us enjoy some of his works below. For more, visit Pedro Vidotto’s blog here.

Leer más “40 Minimalistic and Cute Movie Posters”

50 Inspirational Photos Taken with the iPhone

iPhone is definitely not one of the best camera phones that you can take good quality pictures with. However its easy-to-use photo uploading and sharing functions have made many feeling comfortable using it. iPhone is an excellent machine in overall, with a sub-par camera of course, but that does not stop people from creating some fine artwork with it. Let us enjoy the followings.


iPhone is definitely not one of the best camera phones that you can take good quality pictures with. However its easy-to-use photo uploading and sharing functions have made many feeling comfortable using it. iPhone is an excellent machine in overall, with a sub-par camera of course, but that does not stop people from creating some fine artwork with it. Let us enjoy the followings.

Download / View Source

Download / View Source Leer más “50 Inspirational Photos Taken with the iPhone”

Teams innovation – cognitive bias and over-optimism

por jabaldaia

Why design thinking is good for innovation?

According to Tim Brown “design thinking” is to participate in a dance of four mental states :

Divergence – Is the path to innovation, not an obstacle.

Convergence – It is time to eliminate options and make choices.

Analytical – Without analytical forms of thinking would not be possible to understand complex problems.

Synthetic – is the act of extracting meaningful patterns of the totality of information collected.

These four states are not presented in a logical and predetermined sequence. Here is the intuition that is privileged.

When this dance is performed carefully consider that design can help solve many problems, however, Alan Van Pelt says people are predisposed to cognitive bias and to be led by emotions which can contribute to bad decisions.

In other words, not minimizing these cognitive biases dance is like to trod the foot of your partner.

When we are prone to the pitfalls of decision making, when uncertainty is large, this is where design thinking is more useful.

Often what looks like a useful thing becomes an auxiliary of discomfort. The automotive industry is one example as shown Jeffrey Henning by pointing to research by observation as a key to innovation.

The issues highlighted here reveal not only the need for careful observation and allows an analogy not superficial, but also clearly reveal the existence of excess optimism and its consequences.

Being over-optimistic allows innovation to happen.

The delusional optimism makes us cling to ideas more than we should.


por jabaldaia

Why design thinking is good for innovation?

According to Tim Brown “design thinking” is to participate in a dance of four mental states :

Divergence – Is the path to innovation, not an obstacle.

Convergence – It is time to eliminate options and make choices.

Analytical – Without analytical forms of thinking would not be possible to understand complex problems.

Synthetic – is the act of extracting meaningful patterns of the totality of information collected.

These four states are not presented in a logical and predetermined sequence. Here is the intuition that is privileged.

When this dance is performed carefully consider that design can help solve many problems, however, Alan Van Pelt says people are predisposed to cognitive bias and to be led by emotions which can contribute to bad decisions.

In other words, not minimizing these cognitive biases dance is like to trod the foot of your partner.

When we are prone to the pitfalls of decision making, when uncertainty is large, this is where design thinking is more useful.

Often what looks like a useful thing becomes an auxiliary of discomfort. The automotive industry is one example as shown Jeffrey Henning by pointing to research by observation as a key to innovation.

The issues highlighted here reveal not only the need for careful observation and allows an analogy not superficial, but also clearly reveal the existence of excess optimism and its consequences.

Being over-optimistic allows innovation to happen.

The delusional optimism makes us cling to ideas more than we should. Leer más “Teams innovation – cognitive bias and over-optimism”

Build This Listening Post Please

We have done a lot of work around listening to consumer generated media in multiple markets around the world. We use a lot of different technologies and fit them all into our 3-part approach to Listening Posts.

* Conversation Criteria – determine the topics and keywords that you will “listen” for. This requires strong brand and product knowledge as well as a strategic eye to what conversations might intersect with the brand in some way.

* Listening Technology – there are hundreds of choices across all of the language markets in the world. Many have particular strengths and we select them based on those strengths and our need

* Action Reports – in this day and age, a voluminous report with no action recommendations is next to useless. Those recommendations can only come from an experienced strategist who knows the brand (yes, of course that is us)


We have done a lot of work around listening to consumer generated media in multiple markets around the world. We use a lot of different technologies and fit them all into our 3-part approach to Listening Posts.

*  Conversation Criteria – determine the topics and keywords that you will “listen” for. This requires strong brand and product knowledge as well as a strategic eye to what conversations might intersect with the brand in some way.

* Listening Technology – there are hundreds of choices across all of the language markets in the world. Many have particular strengths and we select them based on those strengths and our need

*  Action Reports – in this day and age, a voluminous report with no action recommendations is next to useless. Those recommendations can only come from an experienced strategist who knows the brand (yes, of course that is us) Leer más “Build This Listening Post Please”

The Power of jQuery with Ajax

As the web evolves, new technologies are emerging and uniting in remarkable ways. The combination of Ajax and jQuery, in particular, is one of the most powerful unions to date.

The purpose of this article is to give a brief and generalized overview of both Ajax and jQuery, and also discuss how jQuery has made Ajax development easier than ever before.
What is Ajax?

Since its conception in 2005[1], Ajax (Asynchronous JavaScript and XML) has changed the web as we know it today. It’s helped websites evolve into Rich Internet Applications (RIAs) by allowing web pages to make direct requests to web servers without reloading the page. This capability is vital in replicating the rich user experiences achieved in client applications.


As the web evolves, new technologies are emerging and uniting in remarkable ways. The combination of Ajax and jQuery, in particular, is one of the most powerful unions to date.

The purpose of this article is to give a brief and generalized overview of both Ajax and jQuery, and also discuss how jQuery has made Ajax development easier than ever before.

What is Ajax?

Since its conception in 2005[1], Ajax (Asynchronous JavaScript and XML) has changed the web as we know it today. It’s helped websites evolve into Rich Internet Applications (RIAs) by allowing web pages to make direct requests to web servers without reloading the page. This capability is vital in replicating the rich user experiences achieved in client applications. Leer más “The Power of jQuery with Ajax”

Nace andtonic para hacer que las marcas sean relevantes en la web social

Ayudar a las marcas a crear proyectos sociales, con mensajes sociales, en medios sociales. Ese es el objetivo de andtonic, compañía creada por Álvaro Rey y David Amo para ofrecer a redes sociales servicios de planificación estratégica y creatividad.

Los medios sociales están presentes en todos los proyectos de Waskman, compañía que dirige Álvaro Rey. Su socio, David Amo, cuenta con un largo recorrido en crear fórmulas de relación entre las marcas y sus clientes en Internet, desde que en 2002 lanzara el Movimiento Coca-Cola en BetyByte. andtonic ha empezado su andadura colaborando con Havas Digital en la definición de la estrategia de Vodafone en Medios sociales.


Juanjo Moreno

&tonicMarca

Ayudar a las marcas a crear proyectos sociales, con mensajes sociales, en medios sociales. Ese es el objetivo de andtonic, compañía creada por Álvaro Rey y David Amo para ofrecer a redes sociales servicios de planificación estratégica y creatividad.

Los medios sociales están presentes en todos los proyectos de Waskman, compañía que dirige Álvaro Rey. Su socio, David Amo, cuenta con un largo recorrido en crear fórmulas de relación entre las marcas y sus clientes en Internet, desde que en 2002 lanzara el Movimiento Coca-Cola en BetyByte. andtonic ha empezado su andadura colaborando con Havas Digital en la definición de la estrategia de Vodafone en Medios sociales. Leer más “Nace andtonic para hacer que las marcas sean relevantes en la web social”