Creating An ROI For Human Capital And Organizational Change Projects: Part 2

Creating An ROI For Human Capital And Organizational Change Projects: Part 2

TweetI was working at a company and asked to do several things. First was to recruit 100 engineers. That may not seem like a lot, but for every 100 people, we interviewed we had 1 person accept. So it took interviewing 1000 people to obtain 100 engineers. Part of that...
Is Organizational Change Management Just the “Fluffy Stuff” or Is There Real Business Value?

Is Organizational Change Management Just the “Fluffy Stuff” or Is There Real Business Value?

TweetIs OCM and CC Kumbaya? When I first lead organizational change management (OCM) and culture change (CC), it was at previous high tech company; a company made up of mainly engineers. When the topic was first announced as part of our integrated product developed...
ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

TweetThe phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will...
How GM Uses Social Media to Listen and Engage Customers

How GM Uses Social Media to Listen and Engage Customers

TweetHaving worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. This new case study shows the depth and strength...

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