No Beginning, No Middle and No End
When I was growing up, my dad got up, went to the office and worked, came home put his brief case near the door, where he picked it up on the way to office the next day. I work from home, I never leave work and I do not have a brief case. My workday does not have a beginning, middle, nor end – this is not a complaint, nor is this a work life balance post. Work and life are “integrated” (thank you Paul G for the epiphany). Relationships are integrated, friendships are integrated, nothing is just one thing anymore, connection points just keep increasing – That is my way of thinking about the ‘Internet of things’.
My conversations on Social Networks channel hop; from Twitter to Blogs, Linkedin, Facebook, Skype, Phone, Text, Email and Real-life and back again. They can start and stop on one channel and simply move on to the next. Conversations no longer have a beginning, a middle nor an end. I take part in many conversations, with many people and the diversity of topics is awesome. Some people are part of 3, 4 or 10 different conversations. That said, I need something (aka software) to help refresh me in regards to a particular conversation with a specific person. This is my Internet of things.
Buying Cycle; Sorry, no Beginning, Middle or End
On the consumer side, I am in the market for a car the moment I drive off the lot with a new car. Why don’t car dealers realize this fact? I am the same way with Computers, Phones, Cameras and Watches – I admit it. Do I always act upon the ‘urge’ – no! I have my first new car (not minvan or family SUV) in 25 years. I get a new phone more often than most, not as frequently as some. On the camera side, should my wife be reading this, I will pass on this part of the conversation (hint: she probably wishes it had an end).
It is very hard to figure out exactly where in the buying cycle a person, prospect, buyer might be, why is that? Likely, because they do not know! As buyers know a whole lot more about you than they used to in years past, I am not so sure they know any more about themselves. Buyers are really well informed on what you can do, but I am less convinced that they equally aware of what they need. Their needs are driven by what you can do, until they really think about it. Because, this is backwards and it is a vicious cycle.
A byproduct of the consumerization of IT is that IT are starting to act like consumers!
(The best image for this post would be Esteban Kolsky’s‘s infinity loop / continuum, but too many others have borrowed it without giving credit. I will just give credit and not use it)
- There is a Big Difference Between Can’t and Won’t
- Stop Thinking in Two Dimensions
- No Beginning, No Middle and No End
- Rethinking the Customer Journey
- The Simplest Thing I Ever Had to Write
- Context Integration, the Future of System to System Interactions
- The Evolution of Customer Community
- The Fine Line Between Personalization and Creepy
- Experience Innovation
- Maybe We are Using the Wrong Words to Describe Collaboration
- Data, Customer Service, Reputations and Big Brands try.harrys.com/lp-welcome-bac… @Gillette and @harrys 5 hours ago
- @wimrampen uh oh, definition time :-) 1 day ago
- @dirkjandokman not assured yet :-) Design of the conversation is design of the experience, the bot is the tech part. Cc @wimrampen 1 day ago
- @dirkjandokman by definition a Chatbot is tech. If you want it not to be, then it is a ChatHuman 1 day ago
- @dirkjandokman process and design should be independent from point or type of interaction, whenever possible 1 day ago
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