links for 2010-07-16

Key point: "Social media is not an end in itself"

Includes tips on making effective presentations too – conciseness, visualisation, connection, confidence & passion

"..gaining a complete picture of how importance matters to customers and actually drives outcomes (not just satisfaction in the example above), could materially affect what you as an organization focus on to make improvements. We’ve observed repeatedly that incomplete representations of what customers deem important may yield a list of improvement priorities — and those priorities can be vastly different than those resulting from a more complete picture (as illustrated above). So, be sure you have the complete picture before taking action; otherwise you could be focusing on the wrong things!"

The white paper sets out to answer the following questions:
• What consumer needs can be identified and met using mobile phones in retail environments?
• How can mobile phones support richer, more enjoyable, more efficient and more relevant shopping experiences?
• What changes need to happen in retail stores to support this?

A handy 5 step guide