Comments on: The Cobblers Children: Are We Investing In Ourselves? http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/ Great customer experiences and what it takes to pull them off Fri, 16 May 2008 02:58:34 +0000 http://wordpress.org/?v=2.5 By: Kelly Mooney http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1207 Kelly Mooney Fri, 04 Apr 2008 15:21:41 +0000 http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1207 I agree that R&D time is difficult to fit into the regular course of business when clients' needs come first. We found that the organization has to make a strategic and long term commitment to R&D, by building it into operating plans, leadership and staffing, marketing as well as measurement. Without this, it becomes a stop/start mentality that lacks substantive traction or results. Tough to do but we've found worth doing. (David, glad to see you've perused The Open Brand.) ; ) I agree that R&D time is difficult to fit into the regular course of business when clients’ needs come first. We found that the organization has to make a strategic and long term commitment to R&D, by building it into operating plans, leadership and staffing, marketing as well as measurement. Without this, it becomes a stop/start mentality that lacks substantive traction or results. Tough to do but we’ve found worth doing. (David, glad to see you’ve perused The Open Brand.) ; )

]]> By: Mac Randall http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1144 Mac Randall Tue, 01 Apr 2008 16:02:04 +0000 http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1144 For a while my organization allowed individuals (mostly technology) to have R&D time on Friday afternoon. The issues with this quickly arose, as client deadlines took priority and R&D time began to be viewed as frivolous playtime by many in the company. I agree with Jeff, that this is a great challenge for any organization, especially those whose livelihood often depends on being able to create the next great thing. For a while my organization allowed individuals (mostly technology) to have R&D time on Friday afternoon. The issues with this quickly arose, as client deadlines took priority and R&D time began to be viewed as frivolous playtime by many in the company. I agree with Jeff, that this is a great challenge for any organization, especially those whose livelihood often depends on being able to create the next great thing.

]]> By: David Armano http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1142 David Armano Tue, 01 Apr 2008 14:47:29 +0000 http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1142 Jeff, Thanks for that thought (Own Best Client). Frankly I am surprised that more people don't talk about this issue openly. In my mind, it's one of the big challenges that all professional service organizations face. Or maybe I'm off? Jeff,

Thanks for that thought (Own Best Client). Frankly I am surprised that more people don’t talk about this issue openly. In my mind, it’s one of the big challenges that all professional service organizations face.

Or maybe I’m off?

]]> By: Jeff Brainard http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1141 Jeff Brainard Tue, 01 Apr 2008 13:58:55 +0000 http://experiencematters.criticalmass.com/2008/03/31/the-cobblers-children-are-we-investing-in-ourselves/#comment-1141 I agree it is truly a challenge to find the balance between serving yourself and doing client work that pays the bills. We always refer to ourselves as our own BEST client. This way we treat ourselves as a client and never forget the importance of working on our organization not just in... We schedule Our Own Best Client time on our calendar to make sure we don't get carried away working on other clients. Then if we don't make ourselves Our Own Best Client we hold each other accountable for not doing so... Organizations always say we need to work on ourselves but once they get into the trenches and the day to day they forget. It is difficult to find a balance that works but as you said critical. I agree it is truly a challenge to find the balance between serving yourself and doing client work that pays the bills. We always refer to ourselves as our own BEST client. This way we treat ourselves as a client and never forget the importance of working on our organization not just in…

We schedule Our Own Best Client time on our calendar to make sure we don’t get carried away working on other clients. Then if we don’t make ourselves Our Own Best Client we hold each other accountable for not doing so…

Organizations always say we need to work on ourselves but once they get into the trenches and the day to day they forget.

It is difficult to find a balance that works but as you said critical.

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