Leveraging the Cloud to Accelerate IT Renewal – Part 3

Posted on March 30, 2011 by Vaughan Merlyn

This is the third and final part in a three-part post on how Cloud Computing can provide a fast path to “IT Renewal.” What is IT Renewal? In the first post in this series, I discussed how information and technology are becoming ever more central to what an organization does and how it does it [...]

Filed under: IT Management, IS Management, Web 2.0, social networking, Customer experience, Next Generation IT, Useful Tools | Tagged: , , , , , , , , , , , | 3 Comments »

Customer Experience, Taming the Remote Control Madness – And a Tale of Advances in End User Programming

Posted on January 12, 2011 by Vaughan Merlyn

I rarely get so excited about technology that I post about it – that’s not this blog’s raison d’être.  However, between being snowed in (a rare occurrence in Atlanta, GA!), being really delighted with a great product that really solves a familiar and widespread problem, and enjoying a very positive series of customer experiences with [...]

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“Branding” Your IT Organization

Posted on February 22, 2010 by Vaughan Merlyn

I love this post on Attraction of Identity from my kindred spirit, Russ Aebig. (And not just because he references my work on Business-IT Maturity!)   Russ poses the question: As an organization, who are you? What is your internal and external story?” Russ goes on to say: IT organizations typically are not oriented around branding [...]

Filed under: IT Management, IT Maturity | Tagged: , , , , , , | 5 Comments »

Are You Falling Into the Customer Satisfaction Trap?

Posted on January 25, 2010 by Vaughan Merlyn

Customer Satisfaction is a slippery and potentially dangerously misleading concept!  I was reminded of this when reading an article entitled “Satisfaction vs. Loyalty” by William J. Cusick in the excellent publication, The Conference Board Review.  Cusick argues that customers who complete satisfaction surveys typically respond “satisfied” or “mostly satisfied” regardless of how they really feel.  [...]

Filed under: Customer experience | Tagged: , , , , , | 7 Comments »

Deming’s 14 Points Revisited: Part 4

Posted on November 5, 2009 by Vaughan Merlyn

This post picks up on Parts 1, 2 and 3 and examines the third of Deming’s 14 Management Points, which urges: Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.” This is one of the fundamental issues in [...]

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At Tale of Two AT&T’s – And a Lesson in Integration!

Posted on June 2, 2009 by Vaughan Merlyn

There are many reasons to rant in this world – customer service is often not what it needs to be, and sometimes getting simple things done takes way more effort and is far more frustrating than should be the case.  As a blogger, I try to resist the temptation to use my blog as a [...]

Filed under: Customer experience, IT Management | Tagged: | 1 Comment »

Best Buy and Web 2.0

Posted on April 14, 2009 by Vaughan Merlyn

I’ve posted quite a few times on Web 2.0 capabilities as a way to drive new energy, and even innovation, into an IT organization and the company it serves. The Wikinomics blog (full disclosure – this is affiliated with nGenera Corporation, the company I am with) just posted a very nice piece on how Best [...]

Filed under: Customer experience, IT Management, social networking, Web 2.0 | Tagged: , , , | Leave a Comment »

Social Networking for IT Organizations in a Recession

Posted on February 10, 2009 by Vaughan Merlyn

I’ve been thinking about a couple of things my CIO clients are wrestling with, and how these might be better approached jointly rather than as separate challenges.  These are: How to strengthen Business-IT Relationships in the context of the current economic climate. How to experiment with, learn from and foster Social Networking in the business [...]

Filed under: Change Management, Customer experience, IT Maturity, Next Generation Enterprise, Next Generation IT, social networking, Web 2.0 | Tagged: , , , , , , , , | 2 Comments »

One Guru Disects the “Anatomy of a Wow” Customer Experience

Posted on August 21, 2008 by Vaughan Merlyn

My friend and colleague Frank Capek has just summarized his 25 years of learnings from his work on Customer Experience Design.  I think so much of Frank’s work, and believe this is so important, I thought I’d point you all to the post. As a related aside, I’d like to share a couple of “wow” [...]

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Business Implications of SOA: Part 2

Posted on April 8, 2008 by Vaughan Merlyn

In the last post, we talked about the first two business implications of SOA. The first is the rapidly evolving market ecosystem for “services in the cloud” and the increasing availability of plug-’n’-play “widgets” all made possible by the underlying standards and methods of SAO.  This innovation is equivalent to that brought about by the early [...]

Filed under: IT Maturity, Customer experience, Next Generation IT | Tagged: , , | 1 Comment »

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