Serving Experience As The Product

Adaptive Path

The experience is the product. Whether we talk about greeting cards, mobile apps, or vacation get-aways, the experience is the product. Many of the products we spend the most on and spend the most time with are platforms for services.) Serving experience as the product.

Not Your Father’s ROI

Jay Cross

Productivity in a Networked era: Not Your Father’s ROI. One cherished industrial age concept that is proving particularly difficult to let go of is return on investment (ROI). But like Pontiacs and Oldsmobiles, old-school ROI’s day in the sun is waning.

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Trending Sources

ROI and Metrics in eLearning

Tony Karrer

I'm working on an article around the use of ROI and metrics in eLearning. This level of evaluation will increase the visibility of learning and development efforts, because successful implementation of Level 3 evaluation Internet Time Blog: ROI is toast. ROI is toast. Support - ROI Calculator Training & Support Return on Investment Calculator Investing in Learning: Consider Value, Not Just ROI ROI, or return on investment, is king in today's business world.

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Creating a Return on Investment (ROI) calculation for Enterprise 2.0 and internal social media

Ross Dawson

To be frank, I think ROI calculations for social initiatives are in most cases a waste of time, because so many of the benefits and costs are unknowable before the initiative. One of the resources I provide in the chapter is a table to help make ROI calculations. Not all of the items will be relevant, and you may find other items that are applicable, but it provides a good starting point to generating numbers that can be used in an ROI. Increased productivity.

Why Looking After Your Personal Brand in the Social Era Still Matters

Luis Suarez

People would keep talking about you, your product, or your brand, anyway, for a good while, resulting in that urgency of having to come up with an strategy that would work for you to help you ramp up efforts and get things going. General Interest Open Business Personal KM Productivity Tools

Micro vs Macro Production

Mark Oehlert

like a year ago.when I'd have a couple week hiatus from my blog for whatever reason, I'd feel guilty in a production sense - like I hadn't been kicking anything out and just letting ideas pile up and not get to them. So I feel really very remiss about not blogging so long.

The Demise of Advertising Business Models

John Hagel

Growing power is simple – as consumers, we have far more choice regarding products and vendors, more information about those choices and more ability to switch from one vendor to another if we don’t feel that our needs are being met. This challenge will only intensify as we see growing fragmentation of product and service businesses. Now, we feel an increasing need to learn more about the ways we can use the product to get even more value.

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Future of Conferences: Why People Attend

Jay Cross

Gather information about products, techniques, trends. Find out about new products, kick the tires, hear from vendors. Pick up an award for performance for your company or product. Basic foundation skills for those new to the field: ROI, design, media.

From hierarchies to wirearchies

Harold Jarche

For example, here is how Yammer builds its products, according to Kris Gale, VP of Engineering: Yammer’s biggest rule of thumb is 2 to 10 people, 2 to 10 weeks – which means they generally don’t do projects that are larger or more complicated.

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To Really Drive Enterprise 2.0 Forward We Need A Behaviour Change

Dan Pontefract

In 2011, I don’t believe organizations have fully comprehended what ingredients are necessary to ensure an organization (management and people) is in fact going to become more productive. Why do I land on productive, and not collaborative, or engaged, or learned, or reciprocal, or connected?

What is stopping companies from measuring learning: Skillsets, datasets, toolsets or mindsets?


How long can L&D organizations expect this to continue if they can''t prove to their stakeholders their training tools and programs are effectively influencing employee performance and driving ROI?

Part 3 of 3: Personalized Learning


Compounding the problem is the highly competitive nature of the industry requiring the constant introduction of new products and services: retailers are constantly updating menus, offering seasonal specials, testing new products. Making things even more complicated for the training departments, each brick and mortar store or franchise is a unique combination of location, language, special equipment, geography, and menu of products and services.

Organizations Don’t Tweet – Review

Harold Jarche

How do you manage online environments and encourage them to be a productive use of people’s time? Since the topic of return on investment often comes up from some detractors of social business, here are excerpts from Back to Front ROI.

You JUST hired this you even know.

Mark Oehlert

When discussions about blocking networks like Twitter and Facebook at the corporate firewall seemed more common (they seem to have settled down but I could be just not hearing the stories), one example I always used was about ROI. how many Twitter followers they have? LinkedIn Connections?

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Food for thought from the “secret ingredients” for designing food & beverages

Adaptive Path

He did a great job of communicating how differently the food industry thinks, plans and designs food products. Tags: Business Value Design Leaders Product Design ROI/Business Value UX Week Videos Steve Gundrum | UX Week 2009 | Adaptive Path from Adaptive Path on Vimeo.

Download Chapter 1 of “The Purpose Effect” For Free

Dan Pontefract

Too often, we only hear about the “corporate ROI” from working to improve engagement, and fail to talk about the personal impact to people from working in environments that force them to leave their passion and values at the door.

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Interview with Margret Schmidt, VP of User Experience Design and Research at TiVo (Part 3)

Adaptive Path

What did it take to make the site more of an extension of the TiVo product experience? As the company evolved the web site did too, and we added product features like online scheduling, and we enhanced customer support tools. This ongoing work is done internally, with user experience as a service organization working for marketing, product management, or customer support (depending on the site section). Part 1 of this interview. Part 2 of this interview.

Learning Content Management Systems (LCMS) for Managing Course Assets

Tony Karrer

Along the way, a lot of the LCMS products on the market have become more about a kind of authoring approached with content stored in a database that is transformed into courseware. They also handle asset management, but I really have not been seeing the kind of large scale adoption of LCMS products for that purpose. What’s the ROI for spending time doing this? Or are they really using SharePoint or other ECM products for that?

Measure what’s important

Jay Cross

Because they’ve learned a narrow view of Return on Investment, namely ROI as seen through the eyes of a bank loan officer. The leading teacher of ROI-for-L&D is a former banker.).

IBM’s Trip to Become A Socially Integrated Enterprise

Luis Suarez

That, to me, is the real ROI of Social Computing. Over the last couple of weeks there have been a number of rather interesting and insightful blog posts that have been covering IBM’s journey to become a social business.

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The Untethered, Hyperconnected Enterprise

Irving Wladawsky-Berger

Unlike the academic panel, the CIOs emphasized the need for ROI analysis and careful planning, especially when considering big technology bets. On the other hand, legacy infrastructures are generally one of the key assets of a company, enabling it to deliver products and services to clients around the world. The company now has products, services, business partners, an installed base, a reputable brand, and loyal customer relationships to protect and grow.

Yammer and why activity streams are a key foundation for integrated applications and organizations

Ross Dawson

Since Tibbr’s launch’s Chatter product has developed its activity stream capabilities, and in fact now allows process steps to be taken from within the Chatter stream. Newsgator’s Social Sites product specifically integrates activities from across applications into streams , and Jive also has launched activity streams within its suite of products, among many moves from leading enterprise social software players.

Healthy Nonprofit Work Culture: Shouldn’t That 2 Hour Conference Call Have Been An Email?

Beth Kanter

Could it be an email instead? Think about the ROI – tally up the cost of the hours of people in the meeting vs the opportunity of the cost of the decision. What are your best tips for healthy and productive meetings that don’t waste people’s time?

Corporate Learning Trends- What Endures During Recessions

Kevin Wheeler

While it is hard to fault the content of these programs, as they are usually generic and seem to make sense; there is also little evidence that they make a huge difference to profits, success, or productivity. ROI is the holy grail of training professionals. They do not need any ROI studies. If they don’t believe this, no amount of ROI proof is likely to change their minds.

Future Approaches in UX: 10 FAUX Methods to Rock Your World 

Adaptive Path

A Lite Brite is also an excellent tool for illustrating product roadmaps.). Artisanal Prototyping: A person, a product, a passion. We take pride in workmanship, small production batches, and the brilliance that comes from slowly savoring each pixel.

What’s Your Purpose?

Luis Suarez

Now, this is not, at all, at this point in time, about trying to figure out the ROI of Social Business. Seriously, if the products you are trying to sell your customers are wonderful and meet their needs, you don’t need to worry about the competition.

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Future Approaches in UX: 10 FAUX Methods to Rock Your World 

Adaptive Path

A Lite Brite is also excellent tool for illustrating product roadmaps.). Artisanal Prototyping: A person, a product, a passion. We take pride in workmanship, small production batches, and the brilliance that comes from slowly savoring each pixel.


Jay Cross

Well-Being is the umbrella term for leading a satisfying, healthy, productive happy existence. ” “Where’s the ROI?” My calling is to help people improve their performance on the job and satisfaction in life.

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The State of Social Business – A State of Maturity?

Luis Suarez

“, or, my favourite one: “ What’s the ROI of Social Media? How do we, eventually, become more effective and productive at what we do by working smarter, not necessarily harder? .

Edge Perspectives with John Hagel: Community 2.0

John Hagel

marketing vs. customer support vs. product development)? To make it easy, I keep the same acronyms – ROA, ROI and ROS - but just attach different meanings. Again, ROI needs to be evaluated from both a participant and an organizer perspective.

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Business or Pleasure? - why not both: Klout. Nail. Coffin. Who cares?

Martijn Linssen

In the end its pretty simple, if our numbers dont prove out and help companies drive some value in terms or ROI or happier customers than well be replaced with something else. Klouts product is bad. And Klouts product is far from that. Business or Pleasure? -

5 Infographics About Infographics To Master Basics in Five Minutes

Beth Kanter

And if you need to make the ROI argument on why you are spending time and resources on creating visuals, here’s a list of the tangible and intangible benefits of adding infographics to your marketing and reporting mix. Source: Hot Button Studio.

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Return on Intangibles

Jay Cross

Simply this: Because knowledge has become the single most important factor of production, managing intellectual assets has become the single most important task of business.”. Because they’ve learned a narrow view of Return on Investment, namely ROI as seen through the eyes of a bank loan officer. This article appears in the October 2013 issue of Chief Learning Officer. Understanding learning’s value depends on measuring what can’t be touched. .

My top 10 favourite resources from February

Jane Hart

” 4 - Relevance trumps ROI , Jay Cross, 15 February 2012. And what can you do to speed not only adoption, but the adoption of productive practices in your organization? In February I added links to over 100 resources in my 2012 Reading List , but these are my 10 favourite.

On taking personalized ads personally

Doc Searls

What the ads reflect are the audience demographics approved by businesses willing to purchase impressions against a profile to which you fit in hopes of turning a ROI. There is a lot of profit potential for marketers who can accurately design marketing funnels for products/services based on demographic profiling and intentional modeling using a demand side platform like Facebook.

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Signs that You May Need a Strategy

Adaptive Path

Experience design is seen by most organizations as a cost center, yet those of us in the practice spend most of our days and nights developing solutions that deliver disproportionate value to the organizations that employ us and the customers that purchase our products and services. A redesign or new product is asked to do more than it realistically can. Everyone agrees on what the design/product/service must accomplish, but everyone has a different idea of how.

User Experience = $5 Million per Employee

Adaptive Path

On Tuesday, Aaron Forth, the VP of Product at, spoke at UX Week. Tags: ROI/Business Value UX Week On Monday, it was announced that was to be acquired by Intuit for $170 million. It was an excellent talk, sharing how Mint is structured to deliver rapid, user-focused innovation (in short: everybody cares about UX + nimble development processes allow for swift iterations). Among the things he mentioned was that has 35 employees.


eLearning is not the answer

Jay Cross

After-the-fact finger pointing is not productive. Replacing instructor-led events with living networks yields astounding gains in productivity. Business learning ROI Informal Learning Web 2.0eLearning is not a big cost-cutter. Corporations are flocking to eLearning for all the wrong reasons. It’s cheaper: no travel, no facilities cost, no instructor salaries. This sort of fanciful thinking tripped up eLearning ten years ago.


Why Corporate Training is Broken And How to Fix It

Jay Cross

They all offered great products. Training directors learned enough accounting to talk about ROI. Workers must learn all the time to remain productive and relevant. A flat world means global competition, faster production cycles, and more to keep up with.

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Learning With and From Others: Restructuring Budgets for Social Learning

Dan Pontefract

If the revised learning function is going to begin including social learning as part of the compendium of learning offerings that enables employee development and increased productivity, there is an obvious requirement not only for social learning leadership, but for budget investment. But where is the ROI? Did the learning team wait for an ROI calculation before offering induction and onboarding programs to new employees?