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Wikinomics – Maslow’s Hierarchy of Customer Service

Wikinomics – Maslow’s Hierarchy of Customer Service | North American Telcos | Scoop.it

I’d like to share a graphic that I’ve been using a lot lately in my presentations about Wikinomics approaches to contact centers.  The original source, I’ve learned, is from the book “Peak: How Great Companies Get Their Mojo From Maslow,” by Chip Conley.  However, I originally came across it while looking at some presentations on SlideShare that were posted by the founders of the third-party customer relations portal Get Satisfaction.


Via jean lievens, Rosetta Carrington Lue
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Rosetta Carrington Lue's comment, May 5, 2013 10:36 AM
Great article and executive summary of a customer service model.
Rosetta Carrington Lue's curator insight, May 5, 2013 10:50 AM

Very well written article and summary of a basic customer service model.

Rescooped by Edyta Crissey from Surfing the Broadband Bit Stream
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Rockefeller concerned by lobbying past of FCC front-runner | The Hill's Hillicon Valley

Rockefeller concerned by lobbying past of FCC front-runner | The Hill's Hillicon Valley | North American Telcos | Scoop.it

A powerful Democratic chairman expressed concern on Tuesday about the possible nomination of Tom Wheeler, a former lobbyist, to head the Federal Communications Commission (FCC). 

 

Sen. Jay Rockefeller (D-W.Va.), head of the Senate Commerce Committee, said Wheeler's history as a lobbyist for the cable and cellphone industries is cause for a "little bit" of concern.

 

"A lobbyist is a lobbyist," Rockefeller said in a brief conversation with reporters in the Capitol. "He's been lobbying for some of the things he'd be making decisions on."

 When asked whether Wheeler would be a bad choice to lead the FCC, Rockefeller responded, "Don't ask me that question."

 

Rockefeller's Commerce Committee has jurisdiction over the FCC and any nominees to fill commission vacancies. 

 

Wheeler, a venture capitalist and fundraiser for President Obama, is considered a front-runner to replace outgoing FCC Chairman Julius Genachowski. 

 

He was the president of the National Cable and Telecommunications Association, the lobbying organization for the cable industry, from 1979 to 1984. Later, he led CTIA, the lobbying arm for cellphone carriers.

 

He was an early supporter of Obama's first presidential bid and led the working group in charge of science, technology and the arts for Obama's presidential transition team.

 

Rockefeller, along with 36 other Senate Democrats, is pushing a different candidate. They sent a letter to President Obama last month urging him to consider elevating FCC Commissioner Jessica Rosenworcel to the chairman's position.


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Via Chuck Sherwood, Senior Associate, TeleDimensions, Inc
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SiriusXM Canada Generates Continued Year-Over-Year Growth in Q2 Fiscal 2013 - Canada NewsWire (press release)

SiriusXM Canada Generates Continued Year-Over-Year Growth in Q2 Fiscal 2013
Canada NewsWire (press release)
ARPU was up compared to Q2 last year.
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The Wild and Wonderful Future of Wireless

The Wild and Wonderful Future of Wireless | North American Telcos | Scoop.it
The wireless industry is in the middle of a transformation. That means there are many new opportunities going forward, but there are many new challenges as well. Which ideas, companies and sectors will win is the question.
Edyta Crissey's insight:

Good article!

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Next Xbox Will Integrate Further With Cable TV - Taking Several Cues From Google TV | DSLReports.com

Some additional early details of the next Xbox indicate that the device will tie very closely with existing cable subscriptions, allowing users to essentially use the device as a cable box. That's not terribly surprising, given Microsoft's existing relationships with Comcast, Verizon and others -- which allow users to view a limited amount of cable content via the Xbox 360 (provided you have a cable connection).

The functionality will take several cues from the existing Xbox, but also Google TV. The folks over at The Verge also again make mention of the "always online" nature of the console which has already sparked some controversy:

 

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Via Chuck Sherwood, Senior Associate, TeleDimensions, Inc
Edyta Crissey's insight:

Looking forward to hearing more.

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