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	<title>Bailey WorkPlay :: Customer Experience Design</title>
	<link>http://www.baileyworkplay.com</link>
	<description>Customers, Marketing, Work, and Thoughts on a Creative Life</description>
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		<title>Plan Ahead To Your Next Job</title>
		<description><![CDATA[Last week I started a new job as a marketing manager for a software company here in Austin (which I hope offers a sort of apologetic explanation for my hiatus). The first week is always a mix of excitement, bewilderment, and high anxiety. It was also a chance to practice some ethnographic techniques which I&#8217;ll [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/08/plan-ahead-to-your-next-job/</link>
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		<title>What Does Customer Delight Mean Anyway?</title>
		<description><![CDATA[Anyone know what it means to &#8220;delight&#8221; customers? Or what it takes to exceed their expectations? Is it even worth the effort? These are some questions raised in the latest Harvard Business Review article, Stop Trying To Delight Your Customers (or read Anne Miner&#8217;s synopsis Should you stop trying to “exceed customer expectations”?). I once [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/what-does-customer-delight-mean-anyway/</link>
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		<title>Are We Down For The Count? Never!</title>
		<description><![CDATA[One of my all-time favorite movies is Cool Hand Luke with Paul Newman and George Kennedy. Remember the classic scene where both men fight in the yards and Newman&#8217;s Luke refuses to stay down? It&#8217;s right up there with the egg eating bet in terms of iconic scenes. We&#8217;re all going to get knocked down. [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/are-we-down-for-the-count-never/</link>
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		<title>The Price Of Free And Google Voice</title>
		<description><![CDATA[There&#8217;s an update &#8211; and positive resolution &#8211; to this saga. What&#8217;s the price of free? It&#8217;s not a trick question like &#8220;Who&#8217;s buried in Grant&#8217;s tomb&#8221; but a dead serious one, particularly if you&#8217;re a small business relying on inexpensive business solutions to succeed. You might use Zoho CRM for your customer database, Evernote [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/the-price-of-free-and-google-voice/</link>
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		<title>Kill The Resume</title>
		<description><![CDATA[I can&#8217;t possibly say how much I dig this article. Ben Popper at Business Insider advises companies Want To Hire Smart? Ditch The Resumes. Regardless of whether you&#8217;re in the middle of a job search or gainfully employed, I think the ideas highlighted in the article will resonate with you. For me, resumes are like [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/kill-the-resume/</link>
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		<title>My Problem With the Fast Company Influence Project</title>
		<description><![CDATA[The latest social media meme to roll around is Fast Company&#8217;s Influence Project and I&#8217;m going to take the role of pissy curmudgeon on this one. Fast Company wants to find out who the most influential people online are right now. In order to figure this out, they&#8217;ve devised the following measurement criteria: 1. The [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/my-problem-with-the-fast-company-influence-project/</link>
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		<title>Your Opinion Is Valuable To Us&#8230;</title>
		<description><![CDATA[Well, that is, if we ever get around to doing anything with your opinion. Sadly, that&#8217;s often the internal corporate dialogue that happens around customer surveys and feedback mechanisms. Once upon a time when I was a membership development director of a nonprofit association, I had a long chat with my Board of Directors. They [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/07/your-opinion-is-valuable-to-us/</link>
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		<title>Importance Of The Internal Customer Experience</title>
		<description><![CDATA[A couple days ago, Eric Jacques wrote a post called How to Listen to Your Customers which was an excellent complement to my Listening to What Isn&#8217;t Said. In the post, he made one recommendation that really struck home for me: Everyone in your organization needs to learn how to honestly and completely listen to [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/06/importance-of-the-internal-customer-experience/</link>
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		<title>Three Questions For Every PR Professional</title>
		<description><![CDATA[I don&#8217;t get them everyday, but today I received three emails from assorted PR agencies that kind of struck a nerve. I&#8217;m not technically in public relations, but I am heavily involved in communications so I know a thing or two about what works and what really sucks. Don&#8217;t worry&#8230;this isn&#8217;t going to be a [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/06/three-questions-for-every-pr-professional/</link>
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		<title>Sensemaking and the Customer Experience</title>
		<description><![CDATA[How much do you know about your customers&#8230;I mean really know? Get beyond the demographics, beyond the statistics, beyond the purchasing numbers. How much do you know about how your customers interact with their everyday world? And more importantly for you, how do your customers interact with their world using your product or service? It&#8217;s [...]]]></description>
		<link>http://www.baileyworkplay.com/2010/06/sensemaking-and-the-customer-experience/</link>
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