This is the second "themed" podcast, organized around the transformation that the economy continues to undergo. There is so much covered, it boggles the mind and reduces my available bandwidth pretty significantly. From the Verizon Wireless/LG "Chocolate" cell phone to "dock and download" to an view of the sales web by Denis Pombriant to an interview with noted author and economic thought leader Joe Pine 2, the man who coined the term "the experience economy" with a strong emphasis on the anywhere, anyway, any time world that customers now own, we have enough to boggle the mind, transform your experience and probably empty your wallet if there was some specific business proposition here.
But there isn't. We have business models, but there's no price attached.
So enjoy.
But before you listen, go take a good long look at Joe Pine's websites. Both his business site, for Strategic Horizons LLP, which will give you a good idea on how this amazing guy goes about his business and what he can do for you as a consultant and world class thinker (and intense Yankees fan). Also, don't neglect his site for what you'l hear him speak on - his and James Gilmore's annual "Thinkabout" which is where you go to do some world-class brainstorming and networking on the value proposition of the experience. DO NOT PROCEED WITH THIS PODCAST UNTIL YOU HAVE DONE THAT!!
Please.
Lots of cool music in this one including a, oh, what's the word for it, a remix sorta, I did to introduce the segment on The New Business Models. What I did was a compilation of audio and music from varying mods that have been done by users for various games out there including:
The rest of the music was real music from varying podsafe sites and I'd like to give a shout out to the artists who allow us podcasters to use their music to enhance the experience that a listener has when they listen to a podcast.
The artists and segments they are associated with:
- Intro to Show & Closing - Watch Out by Matt Thorpe
- NY 5 Minutes & Blogher Short -Roll with the Changes by Gary Bigelow
- Margin Notes with Denis Pombriant - Piece of Mind by Sly D (CAN)
- Intro to New Business Models - my worldclass remix
- Joe Pine Interview - Another Strange Day by Francesco Riganti
Play Episode #6 by clicking here. (Though it will take a helluva long time to load. BIG file this time around)
and finally find a research report from the confusingly named University of Massachusets Dartmouth that proves the Cluetrain Manifesto; There is also a look at how Proctor and Gamble does it right; and finally an interview with two CRM veterans and senior management at Sage Group, David Batt and Bob Neeser. The music is low key and sweet.
Route 56 #7 - September 1, 2006 - Anytime, Anywhere, The Hallmark of the Mobile Customer
This one had me at a text messaged "hello." I'm zooming in on the mobile economy and the "anytime, anywhere" paradigm that we can expect to see more of as the infrastructure, technology and cool gadgets keep pouring out of the big hole in the earth's center they seem to come from. Of course, for all this to work, there has to be a commitment by the wireless carriers to actually improving the customer experience too.
That said, I spend a good deal of time talking about some of the amazing things that are going on in this industry. For example the incredible Blackberry Pearl that is beginning to create some serious buzz on the net. In fact, this is the first thing I think I'd call a "Blingberry." Look at all the Google references to it and take a look at the pix of it that are circulating. But there is so much more with carriers like Sprint leading the way with investments in 4G networks and mobile virtual networks.
All of that, as I point out rather directly is part of a move toward Fixed Mobile Convergence (FMC) that is part of the transformation to traveling ubiquity that's going on in the universe of business and customers - but all part of the customer ecosystem.
Denis Pombriant points out however, that too many wireless standards can, ahem, stand in the way of this transformation.
Being a bratty New Yorker, I point out that the miserable customer service and strange business configurations that the carriers have can be barriers to all of this too.
But, with all that and all these exciting things, the crown jewel is an interview with Senior Marketing Manager for Mobile CRM at Research in Motion, creator of the Blackberry, Paul Briggs, which sounds almost royal in title it's so long, but the interview is revealing as he identifies what he sees, as a long time industry observer, for mobile CRM and the "prosumer" kinds of customers who integrate business and personal lives into that thing called "existence."
Oh yeah, by the way, just so its written too, Someone at Verizon Wireless told me that they are going to eliminate their telemarketing operations nationally because of huge numbers of complaints and inadequately trained people. I want to make this public knowledge since I don't think it is. But if its true, and I'm holding them to it or I'll be mercilessly on their case, then its a big step toward confidence in a wireless carrier.
BTW, I use Sprint and dumped Cingular recently and didn't choose Verizon Wireless for my Palm Treo 700p. Find out why. Though I want one of those Blackberry Pearls, man, I really do.
The Music:
Opening & Closing: Cell Phone Warrior by Cowboy Squid
Intro to NY Five Minutes: On the Go by Robin James
Intro to Fixed Mobile Convergence Piece: Cell Phone Punk by The Kind
Margin Notes Theme: Piece of Mind by Sly (D) CAN
Play Episode #7 by clicking here. ANOTHER big file.
Technorati : CRM, cell phone, customer experience, mobile
September 01, 2006 in Business Models, Customer Experiences, Guest Appearances, I Can't Dance, News and Commentary, Strategic Concepts | Permalink | Comments (0)