OUR TAKE -  The Headline Test     Lasting Impressions: Nothing in education is so astonishing as the amount of ignorance it accumulates in the form of inert facts. - Henry Adams I've waited a while to bring up the HP story relating to ex-CEO Mark Hurd to let some of the fervor die down. My hope in letting the story play out a bit is to highlight one aspect of the company's code of business conduct - the Headline Test - rather than the story itself.   HP's Headline Test is "a simple but powerful tool designed to make sure we appropriately consider the soundness and impact of our business decisions. It is named after one of the tools most commonly used by executives: “Before I make a decision, I consider how it would look in a news story.” Employees are urged to consider what the impact would be if the conduct or actions became public or were reviewed by respected colleagues.   In the world of connected customer communities and lightening fast social networks, can any organization afford not to consider the Headline Test for all customer experiences? That's a standard by which few have considered before but one that few cannot consider for the future.   That's my take. Do you agree? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    Study Finds Changing Customer Requirements Compound Problem Marketing executives responsible for driving corporate growth are being hampered in their efforts by insufficient budgets, skills shortages and inadequate tools, according to a new global study by Accenture. The study, "Onward and Up - How Marketers Are Refocusing the Front Office for Growth," also found that marketers today are increasingly challenged by their companies' customers who demand greater value, quality and service. The barriers they they must overcome to achieve those objectives, include: inefficient business practices (cited by 21 percent of marketers), inadequate funding or other resources (17 percent), insufficient integration with other business functions (15 percent), a lack of required skills (13 percent) and lack of access to the customer data they need (6 percent).(Accenture )   Article:    Bold Brands: How to be Brave in Business and Win Bold is an attitude of mind, but it’s measured by how you behave. As we emerge from the recession it is becoming evident that those brands that have stayed true to their purpose and focused on differentiation are those that are gaining and sustaining market share. A perfect example of this is Apple that has continued to gain market share throughout the recession and now earns about twice as much per customer as it rivals. But Apple is not driven by making money, but making a difference. As Steve Jobs once said, “We’re here to put a dent in the universe.”(CustomerThink )   Article:    Can a User Interface Change the World? James McQuivey believes a forthcoming product for Xbox 360 will "change the world." Changes in userinterfaces, he said, have altered the way customers experience products. Consider these three questions: How do today's new interfaces change everything? What does it mean to live in the "Era of Experience?" and What can businesses do to lead in this era rather than follow? (DestinationCRM )   News:    Nexidia Enhances Contact Center Portfolio Nexidia announced a series of enhancements to its Enterprise Speech Intelligence (ESI) Product Suite to provide more options for contact centers to implement the capabilities that will have the most impact for their organizations.Nexidia is taking this step to make it easier for customers to apply speech analytics across all areas of traditional contact center workforce optimization, including quality, performance management and business process improvement.(Nexidia )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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