Comments on: 2012: The year when the customer holds the conch http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/ a blog about information Mon, 10 Jun 2013 05:04:54 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: E L S U A ~ A KM Blog Thinking Outside The Inbox by Luis Suarez » Reflections from 2011 on The World of Social Media http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-795708 E L S U A ~ A KM Blog Thinking Outside The Inbox by Luis Suarez » Reflections from 2011 on The World of Social Media Fri, 23 Dec 2011 19:17:43 +0000 http://confusedofcalcutta.com/?p=2695#comment-795708 [...] other word you would want to insert right after!), Technology, the Internet and whatever else you can think of, like it seems to be happening in a rampant fashion year after year even to the point of [...]

]]> By: clive boulton http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-792647 clive boulton Fri, 16 Dec 2011 10:14:41 +0000 http://confusedofcalcutta.com/?p=2695#comment-792647 JP, yes, MIT PDF: Decentralizing decision making in modern military organizations. Masters thesis by Boon Kim Tan http://bit.ly/sX1JQK

]]> By: JP http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-790476 JP Sat, 10 Dec 2011 19:19:07 +0000 http://confusedofcalcutta.com/?p=2695#comment-790476 Clive, thinking about this one, will reply in a few weeks. Serious question, needs some hard thinking.

]]> By: cliveboulton http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-788583 cliveboulton Tue, 06 Dec 2011 11:51:50 +0000 http://confusedofcalcutta.com/?p=2695#comment-788583 Good predictions. Can listening and designing for exceptions prevent disasters?

BP moved away from vertical integration of systems of information and process and ended up with the Deep Deepwater Horizon disaster in the Gulf of Mexico last year. Deregulated banking crashed the worlds economy.

How does information flow with designs for exception across boundaries of responsibility > BP, Haliburton, Transocean, Cameron. > Lehman, Countrywide, Mortgages, Home owners.

“What if were are wrong?”

]]> By: Why I’m Optimistic about 2012 http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-785850 Why I’m Optimistic about 2012 Wed, 30 Nov 2011 04:53:25 +0000 http://confusedofcalcutta.com/?p=2695#comment-785850 [...] The customer contract has changed, forever. A prospect or customer’s expectations of how we engage and service her is [...]

]]> By: Why I’m Optimistic about 2012 | Pretzel Logic - Social and Collaborative Business http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-785016 Why I’m Optimistic about 2012 | Pretzel Logic - Social and Collaborative Business Sun, 27 Nov 2011 19:13:59 +0000 http://confusedofcalcutta.com/?p=2695#comment-785016 [...] The customer contract has changed, forever. Prospect and customer expectations of how we engage and service them are [...]

]]> By: John Dodds http://confusedofcalcutta.com/2011/11/25/2012-the-year-when-the-customer-holds-the-conch/comment-page-1/#comment-784702 John Dodds Sat, 26 Nov 2011 20:03:03 +0000 http://confusedofcalcutta.com/?p=2695#comment-784702 I’d love to think you’re right JP and that my inclination to propose 2022 is too pessimistic. I agree with you that it’s irreversible but it always amazes me that reasonable, business-oriented people in my social stream make incredibly unreasonable demands in their online complaints.

Asking them how they’d react to such requests from their clients/customers tends to awaken them to the asymmetry.

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