Customer Experience – what lies ahead?

In his article The Future of CE: Post Purchase Experience Creation, Mark Binns brings out an important point –

The future of CE should be in experience creation. As an industry, we will continue to manage customer service and existing experiences, but never get them perfect. I expect the law of diminishing returns will eventually set in on managing existing experiences. So, creation of new experiences will be the true CE differentiator of the future. When something positive and unexpected happens to a customer, it creates instant word of mouth value. People talk about new experiences – they rarely talk about expected experiences unless they were bad ones.

He also goes on explain his theory on opportunities for experience management & creation through the life cycle of the customer interaction. 
On similar lines is this posting by Eric Fraterman. 
True loyalty happens when there is an emotional engagement with the organization or product. This engagement comes from experiencing the brand or organization in a unique way that creates true value for the customer.
How does this apply to an IT product company (esp an enterprise applications vendor) & its customer life cycle?
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Snaps from Aero India 2009, Bengaluru

Spent the Saturday morning at the Aero India show. In spite of the dust, sun & the huge crowd (seen in any Bengaluru event), the show was worth it. Got a ring side view of the machines on display & their aero antics. 

All the Digital SLR cameras around gave my Powershot TX1 a complex. But here goes some snaps from the event. Most of these were at full zoom (10x optical) & anti-shake has been pretty effective.


Common Resume Blunders

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My 100th Blog Entry
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I have come across many many articles on the subject of effective resumes. This article that I found on Monster today, is probably one of the better artciles around – Common Resume Blunders.  
  1. Too Focused on Job Duties – Instead focus on how you made a difference & highlight the achievements. 
  2. Too Short or Too Long – Ask yourself “Will this statement help me land an interview?” Every word should sell you, so include only the information that elicits a “yes.” 
  3. Using Personal Pronouns and Articles – no mentions of “I” or “me”. 
  4. Not Including a Summary Section That Makes an Initial Hard Sell – The summary should demonstrate the skill level and experiences directly related to the position being sought.
  5. Not Including Keywords – With so many companies using technology to store resumes, the only hope a job seeker has of being found is to sprinkle relevant keywords throughout the resume. Determine keywords by reading job descriptions that interest you, and include the words you see repeatedly in your resume.
  6. Typos – This document is a reflection of you and should be perfect.

Measure of what you believe is what you do!

“The only measure of what you believe is what you do. If you want to know what people believe, don’t read what they write, don’t ask them what they believe, just observe what they do.“
 
I might think a lot of good things. My intent might be very noble. I might have the best of plans. But if all the above doesn’t result in me doing something about them, I truly draw a nought!

So if one claims to have self improvement as a personal value, he/she needs to constantly do things that demonstrate this value. 
I believe in what Mr. Montagu has mentioned ..I truly do. And I would love to live by this belief.