Customer Focus, Deming take on marketing, event / YouTube

There is an event coming up from the Deming SIG at the Chartered Quality Institute. The emphasis is on "Customer Focus" and this continues the project from the MoSO model to find ways of connecting Deming ideas to current interests.

The date is quite soon now - the 25th June - but if you can't attend there is a promotional clip on YouTube that has much of the content in outline.

This is tightly packed, it will take a day to explore this, but there is a lot here. It may be possible to follow up some of the discussion online. There is a Facebook link comes up when you book by following this LINK.

There is a description that reached me through email -

You are invited to attend the following event: Growth Through Customer Focus

 In today’s environment, attracting customers – and keeping them – is the key to growth and sustainability. Crucially this includes understanding the total customer experience, and constantly improving it.

At every stage of their experience of your goods / services they are valuing or judging quality, i.e. how well their needs are being met. A focus on customers creates a virtuous circle of satisfied customers who will come back and tell their friends about the great experience with your product or service. 

This loyalty is the key to success through improving margins and ensuring survival.

 A focus on the total customer experience offers a joined-up way to tackle the current big issues facing organizations;Well-being, CSR and Sustainability – social, economic and ecological.

In this interactive workshop, we will look at what makes a great customer experience, how great organisations deliver it and what customers’ needs are.

How can you leverage the total customer experience within your organization and keep it going.

Help you develop a “What are you going to do on Monday?” starting point.

Two aspects are most interesting for me. How will the content online promote the events and/ or expand the conversations around them?

Also will there be much time for looking at statistics as part of marketing, especially online? It seems that the new version of ISO 9000 has not got as much emphasis on a systems approach or Statistical Process Control. Perhaps this is assumed to be easier for use in services industries. But as marketing moves online it becomes more usual to model the intended flow between forms of content and to use analytics to evaluate what actually happens.

Aspects of Deming sometimes seem to disappear but then they come back again. 

radio, @wenotno #WildShow as design, quality, learning

I seem to be starting some summer drift, various things are a bit vague or partial.

Meanwhile the radio shows work ok as FM. I now contribute twice a week except when i can't make it - We Don't Know on a Tuesday and the Wild Show on a Thursday. Works ok as Communication and I realise this is easier than print. The London College of Communication includes sound as part of the mix. So I am part of an actual situation where there is also some sort of quality / design approach and also some learning. I don't think there can be a full quality system but we have arranged to drink coffee before and after the actual shows. this could develop in away that could be audited or at least a trained auditor is welcome to visit.

The learning is now mostly about how to get a recording. It gets more complicated as it appears but maybe next week it will just be another obvious.  

More on Creative Commons, Leuphana

This post is mostly about background, links to working with YouTube and ReMix on previous courses. The OLDS-MOOC was the first time I tried to explain the way video could be remixed. i tried to offer a course on having several cameras at a music event. Apart from discovering that there is already a service to do this in the cloud i have not got very far in Exeter. Sometimes there is more than one camera at an event, but we don't do much editing.

However, it was remembered what I was interested in and later I was asked to take a clip out from a hangout that had been part of the course.

The editor on YouTube works ok for this sort of thing but it is rarely used. In the talks there is a good point about "commoning" as an activity. I may do some more edits, combinations perhaps just to show what is possible.

Couple of things off topic. This statement about "design science" is very useful I think. I come across the words but rarely with an explanation of how it works in practice.

Also I think that "content marketing" is an idea worth looking at as well as the commons. If there is a comparison with how common land is taken over the it may be to do with how advertising organisations have moved in on social media. There is a cross over and obviously YouTube is set up not to lose money. But the theory around "content marketing" is worth a look just to be clear. Also this year there seems to be a lot about "native advertising" , even in print. This seems to be much harder to take as a genuine theory, it results in many viewers giving up on  a site or losing confidence in the source.

@wenotno We Don't Know show missing archive Cindy (Folk Mix)

Today the show went well except for the recording which fell over I think. It may turn up later. Phonic FM between 12 and 2 on a Tuesday. It started as an attempt at R&B but we quickly realised we do not know what R&B is. so @wenotno on Twitter.

I play some tracks from CDs so mostly long ago. Jon Mahy just uses his iphone which works ok and takes up a lot less space.

Main talk item from me was about Sparkle and Cindy (Folk Mix). Previously I have tried to promote the 2012 remake of Sparkle. I think both the original sound track and the 2012 one are excellent. Written by Curtis Mayfield and then some extra by R Kelly. Since the story is essentially Cinderella I worked out it could be remade again for a folk scene. Maybe easier to relate to South West England and then go back to Sparkle. Did not get far with this last year but I recently met the Sound of the Sirens and they may have time to look at a script in October. They are fully booked for time over the festival season.

(Last year we did a radio version of DJ Buttons with Scatman. Just needs a few more bits and pieces before an edit.)

So this blog post takes the place of a clip from the sound archive. Better linking of blog and FM when we get the recording more stable.

Creative Commons, Leuphana Course, video from Respect Exeter

Just notes at the moment as I am trying to check the videos from Respect in Exeter over the weekend. A lot to look through.

Meanwhile I find that there is not enough feedback from others on the course to think that a project for Leuphana on the commons would get done on schedule. So I think I will make it a discussion with others I work on for the Wild Show and We Don't Know on Phonic FM. There is a real application in that we sometimes borrow content from other radio shows. We are protected if this is fair comment but sometimes we borrow say ten minutes at a time. This is still ok with friends but we need to discuss who our friends are.

Then for example see the previous post about versions of the show with Clive Chilvers. some of the tracks he selected are from local groups who do not have a major label contract. Should we include them at greater length as promotion? We have a sampler CD from the Respect Festival. Other tracks recorded live. There is a sort of process of trying things out, I don't load a completer performance to YouTube. selecting Creative Commons is only for the talk.

The Leuphana course is not only Creative Commons but they have enabled the Remix button. I may take out a section later when I understand it better. I like the idea of "commoning", the emphasis on verbs. Someone should do an edit and mix just to show what is possible.

TED talks are Creative Commons but there is no YouTube Remix button I can find so far. The talks do appear to be so tightly edited and considered it is not inviting a remix. Just my impression. I hope the talk with Clive Chilvers is a bit more open in format. On the Wild Show there could be more talk around these issues.

So the project I will work on is around how much content we can borrow as sound for a local FM radio show, what forms of video we can spin off, what space we regard as part of our community. ( Over the summer we may travel as far as Seale Hayne and Sidmouth)