Chuck Ganapathi writes that our world is changing and the rules of customer service are being rewritten…

With over 100,000 new blogs being created each day, every individual’s voice can be heard.  And with more ways to connect with one another people are starting to tap into the power of the online community.

What does that mean for customer service organizations?  The rules are being rewritten to provide instant access and gratification of the Internet.

Self service is a way of life – plus an unhappy consumer has the power to destroy a company’s brand with a single click.

With on-demand, companies can deliver a fully branded, personalized customer portal that redefines the customer’s experience.

On-demand customer portals also allow companies to create their own social networks for their customers using Web 2.0 technologies like blogs, wikis, forums, and online voting. All of these services are fully integrated with the internal service application, allowing customer service managers to have complete visibility into these interactions.

The Economist, in its recent survey of 406 senior executives across the world, found that companies expect their customer service departments to be nor of the most significant users of Web 2.0 technologies.

What a great way to build a community of loyal customers with enduring value.

From USA TODAY, a snapshot.  Have you taken more work responsibilities due to cutbacks? Answer – YES, across all incomes:

Less than $25k – 71%

25-50k – 68%

50-75k- 64%

75-100k – 59%

Over 100k – 45%

Here’s a way around the burdensome cost of college textbooks: RENT THEM. At last! After all – most information is simply at our finger tips. Are we rapidly moving into a time when our professors, teachers and mentors will have to ramp up several notches to offer that which we’d rather garner in person? As a consultant – my challenge is to stay ahead of the printed material – and create options rather than what you read in a textbook as gospel.

For those of us still wondering what the big deal is about Cloud Computing –  her is the best description I’ve found – sent by Mentis Group.

Cloud computing is Internet-based computing that allows users to access resources, devices and services on demand.  In general, users of cloud computing do not own the physical infrastructure.  This allows them to avoid major expenses by renting from a third-party provider.  Paying only for the resources it uses can save businesses money on hardware, software and services.

Cloud computing has little or no upfront fees, no recurring maintenance costs and low management overhead.  It maintains and manages itself.  Cloud computing also provides immediate access to a broad range of applications and users pay only on a utility or subscription basis.  In addition, users can terminate the contract at any time.

Another advantage of cloud computing is that it allows for the sharing of perishable and intangible computing power among multiple users, thereby improving utilization rates —- because servers are always in use.  That, in turn, increases the speed of application development.

Consider some recent findings:

• 115 = the approximate number of acres (45 hectares) of watermelon fields that farmers in eastern China have lost because of melons exploded, apparently as a result of a growth chemical, according to state media.
• 513 = number of illegal immigrants Mexican police found crowded into two tractor trailers on May 17th; the immigrants were from Central and South America, as well as China, Japan, Nepal and India.
• 1/3 proportion of food in the world intended for human consumption that is lost or wasted – some 1.3 billion metric tons – as estimated by a report commissioned by the U.N.
• 1,151 =number of criminals that America’s Most Wanted has helped catch: although Fox canceled the show after 23 years, the network plans to air several specials during the year.
• 62% = portion of Americans in a poll who believe it’s wrong to celebrate any person’s death, even that of Osama bin Laden.

You can draw your own conclusions….

‘Widow- Maker’ is the newest C-Level word to describe a position in an organization, so named because it defeats even the most capable executives (regardless of gender), as if it were predestined. Often, says the Institute of Management Consultants USA, the cause is a poorly designed job, created for some crisis or emerging trend, the resolution of which is poorly understood. Companies most susceptible to these positions are ones that are changing fast, whether they are growing, shrinking, entering new markets or adding capabilities or technologies. The board or CEO sees a need and decides to vest its management in a new position and staff it with someone who has been successful in ’similar’ positions, although the new position is unlike any existing one.

Unfortunately, the new senior executive has a high rate of self-destruction without clear definition as to whether they weren’t up to the job, or if the job itself was just one in which no one could succeed.

Note to the wise … It all starts with a clearly defined job description and placing the right person in the right position for the right time and the right reason.

Another reason, says Kiplinger…for the less-than-robust post recession economic growth: small businesses aren’t providing the usual oomph for job gain.  Smalls employ about half the workforce and account for two-thirds of new hiring.

Tight standards on home equity loans block a well-used financial path for small companies, making it tough for them to expand even if prospects are good.

And now energy prices will take a toll.

For now, events overseas aren’t likely to alter the Federal Reserve’s course.  What’s more, any potential could be extended in either direction.  Soaring oil prices could rouse inflation expectations, prompting the Fed to tighten.  Or they could dramatically curb growth, tilting the policymakers toward more easing.

Sounds like it’s anyone’s guess. Funny that the article did not talk about the up and coming election.

Despite the slowest decade of population growth since the Great Depression, the U.S. remains the world’s fastest-growing industrialized nation and the globe’s third most populous country at the same time when some are actually shrinking.

Even so, U.S. growth is the envy of most developed countries. Trailing only China and India, the nation is expected to grow at least through the next generation because it is one of the few industrialized countries to have a fertility rate close to replacement level.

The worry is less about size than population imbalance: more elderly people who need social support, but fewer people who work and help a nation’s economy thrive.

“That’s the critical issue,” says Carl Haub.  “There will be an unprecedented number of people who will be old.  That’s more people to care for, but fewer people to do the job.”

What’s happening?

India is expected to surpass China as the most populous nation by the mid-2020’s because China’s strict one-child policy is pushing down growth rates. In 2007, Russia began offering $9,000 payment to families who have second children, which gave the birth rate a slight boost. Its population is expected to drop 1% by 2025.

Taiwan has the lowest fertility rate of any country in history: an average of one child per woman. South Korea is at a low 1.5.

Goeth signals a thriving country, but it also signals that we have to look at things differently.  It’s a wake-up call…to address the growth and its environment consequence is a way that will lead to …environment stability.

Our latest Trends article was authored by Charley Wilson.  Charley is one of the communications profession’s most successfully versatile, energetic and team-oriented individuals.  Charley now consults with a number of mid-sized companies and organizations on crisis management, crisis communications and integrated marketing activities, including KPOST, Inc., Dan’s Hamburgers, Inc., Callahan’s General Store, Capitol Feed & Milling Co., and the Jewish Federation of Silicon Valley. He specializes in crisis management and crisis communications training for Consult P3.  You can reach Charley at charley.wilson88@gmail.com

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The relevance of Japan as a world economic power and – more important –
world citizen is under scrutiny once again. And for good reason.

The crisis within that island nation is deep as its volcanoes, wide as the
nearby Pacific trenches, scary as Godzilla and about as ugly as Mothra. And
as big and disastrous as the 8.9-scale earthquake and ensuing tsunami were,
Japan’s problems might even be greater than we can imagine. They really need
UltraMan to save the day.

But don’t expect to get answers – or any detailed information, for that
matter – in the timely way that we’re accustomed to receiving in our Western
culture. Instant gratification will have to yield to patience. I clearly do
not profess to be a cultural expert; however, as someone who lived in Japan
as a child and who has been involved in Japan businesses activities as an
adult, my advice is this: take a deep breath… and wait… and wait.

The Japanese are both admirably and notoriously meticulous in their overall
approach to taking care of themselves and their business. They are
perfectionists. They are well organized. They are success driven.
They are resilient.

But transparency is not part of their cultural identity. They are an
intentionally insulated society. They carefully control what they say and
how they say it. Their media is deferential to the government, and there’s
even a class-system within the media that determines which outlet gets which
story.

In crisis, outsiders’ points of view are dutifully studied by the Japanese.
But, unless there is a long-standing and well-established relationship, the
opinions of non-Japanese are not immediately trusted.

And, quite possibly, because of this ingrained behavior, Japan has slipped
once again in the ever-changing world theater. The government has frequently
been in and out of the scandal repair shop. Their national airline is
bankrupt. Their leading automobile manufacturer is mired in quality
assurance problems. And, now, one of their country’s nuclear power plants
might soon dump a deadly vapor on everyone in the world who lives downwind.

Let’s hope that Japan welcomes the rest of the world’s compassion.
After all, thousands are dead and more are missing from the tragic tsunami.
Thousands of survivors need immediate help.

And, yes the nuclear power plant issue is just as terrifying, if not more,
for them as it is for the rest of us. In a culture where the pride of saving
face belies all actions, the causes for the nuclear disaster will eventually
get answers and – we hope – their actions will be corrected. Until then,
we’re only left to hope for the best possible outcome.

So, if you’re looking for immediate answers, transparency and accountability
from our friends in the Land of the Rising Sun, well, don’t hold your
breath. Not gonna happen. Just be patient… and wait.

Kiplinger says you might want to start your search with your bank.  Financial institutions want a bigger piece of consumer car transactions.  They are offering online searches, price comparisons, photos, user reviews etc.  For example, Bank of America partners with dealers to offer low-priced guarantees.  American Express lets purchasers  customize options and apply for a loan in one-stop shopping.  USAA offers car buying via the phone.

For banks, it’s an opportunity to snag customers early in the process, helping them to lock up the profitable business of financing, insurance and so on.

For customers, the services can spell big savings as well as convenience.