Posts Tagged ‘Communispace’

3 March 2010

Dancing with the CRM Stars

by Debi Kleiman

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Dear CRM Magazine,

Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.

Dear CRM Magazine,

Wow! Communispace is so excited that you have given us a CRM Service Rising Star Award, thank you! We are really proud of what we provide for our wonderful clients. The Communispace “two-step” of our services is no easy feat.

We are thrilled to be CDW’s “dance partner” and also a partner to our many other clients who are striving to deeply understand their customers. It’s true that our emphasis on a continuous discovery process, going beyond simple feedback, helps our clients grow their business. It leads to better marketing, improved product development processes, and a company that’s truly customer-centric.

CRM guru Denis Pombriant’s comments make us want to twist and shout—we’ve worked hard to create a solution that gives our clients new insights while not leaving “community-building to chance.”

You think our two-step is impressive? Just wait til you see us cha-cha…

We really appreciate the recognition, thank you!

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19 February 2010

Traditional Market Researcher Saved by Online Communities

by Karen Barone

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All posts by Karen Barone

A lot has been written about the value Communispace brings to its clients . I, however, tend to selfishly focus on the benefits that Communispace brings to me…as a researcher and formerly frustrated focus group moderator.

Here are my top three focus group frustrations all alleviated by Communispace.

A lot has been written about the value Communispace brings to its clients . I, however, tend to selfishly focus on the benefits that Communispace brings to me…as a researcher and formerly frustrated focus group moderator.  

Here are my top three focus group frustrations all alleviated by Communispace.

1. The “That’s All Folks” Frustration:  Many of us have been there.  A focus group has come to an end, the audio/video tape has stopped recording and the clients in the back room are packing up their laptops when…it happens:  the respondents engage EACH OTHER in a conversation that is critical to the client’s business needs.  As a moderator you try to nose your way back into the conversation, you write down notes, you look directly into the two-way mirror and start flapping your arms to get the clients’ attention, but you know the truth:  Your next group starts in five minutes and these folks need to get going.  Opportunity lost.

In the community, these members would start their own activities and/or we’d be able to get back to them (and the whole community, if applicable) directly and probe further. 

2. The “That’s Very Helpful” Frustration:  More often than not, you can’t confidently tell focus group respondents how their feedback will be used.  Despite rumors that respondents are only there for a sandwich and a quick buck, I found respondents desperate to hear that their time has been worthwhile, their opinions respected and actionable. (In fact, some even requested a hug.  It’s true.)   It’s not surprising, respondents want connection and they want to feel (not hear) that their input is valued. 

Communities show members why and how they are valued.  By building long-term relationships, members and clients are often put in conversation with one another.  Part of creating a robust community is providing feedback on how member input is driving client business decisions. 

3. The “Are We There Yet” Frustration:  Travel.

Communities are online.  Enough said.  :)

Certainly, there are more than three ways that online communities alleviate focus group pain points. Stay tuned for an upcoming Vlog by yours truly and fellow blogger, Rocky Prozeller.

2 Responses to “Traditional Market Researcher Saved by Online Communities”

  1. Diane Hessan says:
    February 19, 2010 at 7:58 am

    Thanks Karen! Here are a few more: 1) More than 10 people — Hooray!; 2) If someone in the community is adding no value or being obnoxious, you can (nicely) kick them out; 3) You can circle back and ask follow-up questions; 4) THEY can circle back and add additional thoughts that occurred to them after the “event”; 5) It’s easy to search the community for content; 6) Cost-effectiveness — one month of a community, with 8-12 separate projects, is less expensive than 2 focus groups. I’ll stop now. :)

  2. Nelson Merchan says:
    February 20, 2010 at 4:29 pm

    Happy employees working for great companies deliver better results. Online communities are the way to go. Congratulations!

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19 January 2010

How to Sell Listening to Your Organization

by Guest Blogger: Joel Rubinson

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First, let me thank Communispace for inviting me to be a guest blogger. I think I’ll ask Diane to return the favor on my blog in the near future.

Now the topic…

People who are involved with listening approaches (mining conversations in blogs, managed communities, etc.) get a little frustrated sometimes; they ask me for guidance of how to sell listening.

First, let me thank Communispace for inviting me to be a guest blogger.  I think I’ll ask Diane to return the favor on my blog in the near future.

Now the topic…

People who are involved with listening approaches (mining conversations in blogs, managed communities, etc.) get a little frustrated sometimes; they ask me for guidance of how to sell listening.

Here is my advice; don’t think of this as research.  Think of it as process reinvention.

For example, consider how an organization might reinvent its innovation process.  How could any informed marketer, when rethinking innovation in an era of social media, NOT integrate listening into the innovation process?  Listening is about hearing what people rather than the marketer wants to talk about, and hearing it in people’s own words.  It’s a window in the mind, heart and emotions of people, one you need to have your nose pressed up against continuously.  Because things change…really fast…giving agile marketers great opportunities leaving traditional marketers wearing the WTF happened look on their faces.

Traditionally, research has been at the fuzzy front end with qual and downstream with volumetric concept or concept/product testing.  Listening is about realizing that things change constantly.  Consumer needs are not linear and scheduled, they change at any time.  If there is no linear process, there is no fuzzy front-END; this is continuous and listening is essential.  Your concept testing must morph into learning experiments instead of magic number idea killers.  If you missed the action standard, learn why.  Is the underlying premise wrong or the idea impractical from a business point of view?  If not, keep working at; if yes, move on.

Now it gets even crazier.  Innovation is not just about creating new “things” with new features.  Brands are experiences and the innovation might come from a connection made via social media.  For Unilever’s Dove Campaign for Real Beauty, the innovation is in the media—creating social media environments, videos, and events that were intended to change people’s concept of beauty in a way that would enhance female self-esteem.  It was a great and innovative thing to do and not a new SKU in sight!

Now if the fuzzy front end is really a continuous backdrop requiring listening, it also means that there is little difference between new product innovation and existing brand sense and respond.  It’s all about a marketer intersecting their assets with emerging needs to serve people—add value to daily human life—who cares if you do that via media, new products, or rethinking your existing brand?  It’s about the need, not your brand management structure.

In an era when 300 million or more are on Facebook, where word of mouth is becoming one of the most trusted sources of advice, and where people love sharing their feelings online in communities, how can a marketer not want to tap into this constant and organic flow of conversations?

IMHO, that’s how you sell listening.

To learn more about how to become an agent of change for your organization regarding listening, come to the ARF’s workshop on Jan 28th in San Francisco, “Putting Listening to Work”.  All attendees will also receive a copy of our just published book, “The ARF Listening Playbook” which contains 35 great success stories that wouldn’t have happened without listening.

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15 January 2010

Values Live

by Diane Hessan

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All posts by Diane Hessan

Our seven corporate values include: Client Dedication, Excellence, Integrity, Respect, Adventure, Energy and Ownership.

Here is a peek into what those values mean to all of us at Communispace…

Our seven corporate values include: Client Dedication, Excellence, Integrity, Respect, Adventure, Energy and Ownership.

Here is a peek into what those values mean to all of us at Communispace…

2 Responses to “Values Live”

  1. Gina Davison says:
    January 15, 2010 at 11:30 am

    It’s fantastic to hear the employees speak so enthusiastically about the values at Communispace. It must be refreshing to work in a positive, team-oriented environment where (my favorites) excellence, energy and client dedication are so revered. Communispace sets a great example!

  2. Apolinaras "Apollo" Sinkevicius says:
    January 15, 2010 at 12:10 pm

    Passionate employees attract passionate customers. It was fantastic to watch the video and see a very diverse group of people raving about the organization. What is even more fantastic is that folks really feel like that about the organization without the camera in front of them. You can hear it in the community in casual conversations and it makes Communispace a very attractive place, especially for a seasoned professional who has seen less passionate environments. It also keeps the corporate cockroaches away (I have written a blog post on that issue).

    That all said, I have recently interviewed with Communispace and though I have lost out to a better qualified candidate (like it should be), I will continue following the organization, because it is definitely the company I would like to work for!

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14 January 2010

Cultivating Insight and Innovation… One Adventure at a Time

by Jennifer Adams

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I have a seemingly immodest confession: I was not surprised to win the Communispace Values Award for Adventure last winter. After all, how many people can say they started the previous year literally walking out of their burning home in Boston with just the clothes on their back and their beloved chocolate lab in tow, and ended it 3,000 miles away, living and working in London? From Day 1 to Day 365, it was a year of extreme risk (uprooting a US life and journeying to a new and unknown land) and extreme reward (the immense gratification of helping open a UK office for a globally expanding Communispace)—one which is likely (and in certain ways hopefully) not to be repeated. Indeed, my 2008 was replete with what I would term obvious adventure, the sort that has the subtlety of a sledgehammer… or a reality TV contestant. (Yes, if my 2008 were a person, it’d probably be “The Situation.”)

I have a seemingly immodest confession: I was not surprised to win the Communispace Values Award for Adventure last winter. After all, how many people can say they started the previous year literally walking out of their burning home in Boston with just the clothes on their back and their beloved chocolate lab in tow, and ended it 3,000 miles away, living and working in London? From Day 1 to Day 365, it was a year of extreme risk (uprooting a US life and journeying to a new and unknown land) and extreme reward (the immense gratification of helping open a UK office for a globally expanding Communispace)—one which is likely (and in certain ways hopefully) not to be repeated. Indeed, my 2008 was replete with what I would term obvious adventure, the sort that has the subtlety of a sledgehammer… or a reality TV contestant. (Yes, if my 2008 were a person, it’d probably be “The Situation.”) 

Yet to say I was unsurprised is not to imply that I was not flattered or humbled. If there is one thing Communispace understands at a very visceral level, it’s adventure. I watch with awe everyday as my colleagues take risks, innovate at the speed of light, and push themselves, each other, and our clients to be better, smarter, more connected, more involved. Every day, with passion, dedication, and humor, my colleagues find new ways to unearth game-changing insights for our clients, new ways to move the marketplace to unprecedented heights, and new ways to make the company itself one everyone is proud to be a part of (and you will not meet a prouder bunch!).

But this is not flashy adventure; it is not self-congratulatory; it is not immodest; it is not so glaringly obvious as a burning building or a new London office space. No, adventure at Communispace is so subtle and subterranean at times, so constant and steady, I would liken it to a hot spring, a continuous stream of energy that infuses and seeps warmly into everything Communispace does. Yes, there are occasional geysers: opening up Asia Pacific offices, launching new versions of our community software, being named by Forrester as the Full-Service Market Research Online Community Leader or winning two Forrester Groundswell Awards (that last is not an intentional pun, I swear!). But most of the time, adventure bubbles right beneath the surface in everything my colleagues do: crafting client research agendas, projecting the voice of the customer into a room of executives, writing a whitepaper on what it means to listen, building sophisticated technology infrastructure, participating enthusiastically in company golf outings and The Communispace Follies, and planning for all that 2010 and beyond will bring.

And so, as we usher in a new year, born aloft by these continuous bubbles of adventure, I look forward to passing my fiery torch to one of my amazingly deserved colleagues…to a geyser of applause.

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13 January 2010

The Communispace Energy Award: More than just jumping jacks

by Pete Chapin

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Winning an award at work is one of those “My parents are going to be so proud!” moments in a young adult’s working career. So I was a little deflated when, after winning the Energy Award at Communispace, my parents sniffed that I had apparently won the only award not focused on working really hard in the office. It was reminiscent of when I won “Most likely to trip and fall at graduation” in high school—I believe my mom’s reaction was “That’s *not* a compliment, Peter,” even though I was downright honored and flattered to have been recognized by my peers.

Winning an award at work is one of those “My parents are going to be so proud!” moments in a young adult’s working career. So I was a little deflated when, after winning the Energy Award at Communispace, my parents sniffed that I had apparently won the only award not focused on working really hard in the office. It was reminiscent of when I won “Most likely to trip and fall at graduation” in high school—I believe my mom’s reaction was “That’s *not* a compliment, Peter,” even though I was downright honored and flattered to have been recognized by my peers.

But of all the values that Communispace strives for and recognizes among its employees, I actually think the Energy Award best reflects why it’s such a great company. Because when it comes down to it, the Energy Award acknowledges that we are people with lives, families, extra-curricular activities, etc.—and when your workplace takes that into account and lets you be flexible with your time, it’s a sign of respect that compels you to give back to your work and your colleagues. I can take the morning off to wait for the cable guy, and nobody bats an eye because it’s understood that I will still get all of my work done on time.

In the summer months, I seek out coworkers to play bocce with in the outside courtyard—during work hours, and in full view of our CEO Diane. Am I worried about my office reputation suffering as a result of this display of frivolity? Nope—because everyone knows I’m only out there because I’m making that hour of work up some other time, be it later at night or early in the morning.

This kind of trust consistently renews my dedication to my job, and the flexibility keeps me from feeling burnt out despite the intensity of the work I do.

I also think that the Energy Award recognizes that we’re all about collaborative work here, so it makes a huge difference if you really get along with the people you work with. I therefore try to make every interaction I can a positive one—whether it’s keeping track of all the double entendres the boss inadvertently says (and reading them back to him, of course) or getting a relatively buttoned-up client to laugh at least once during every call. It’s sort of like those “Happy Cows Make Great Cheese” ads—if employees are enjoying their interactions in the workplace, they’ll probably do better work as a result.

Everyone knows it’s important to work hard at one’s job, and it’s pretty much expected that every company would trumpet this as a value. But how refreshing to have a company also let everyone take an individual approach to their workday, and acknowledge that having a little fun in the office is good for morale and productivity.

Ultimately I did not, in fact, trip and fall at graduation. But the Energy Award is much better, because it celebrates the individual and personal impact that we can each make in the office, and I for one am glad that I work in a company that makes this one of their official values.

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12 January 2010

Reflections on the High-Impact New Employee Award

by Jimmy Zimmerman

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Hearing my name called for the 2008 High-Impact New Employee Award has been one of the top highlights of my time here at Communispace. In my mind’s eye, I was making one of those faces that a stunned actor might make upon hearing his name announced at the Academy Awards as the camera pans in for a close-up.

Hearing my name called for the 2008 High-Impact New Employee Award has been one of the top highlights of my time here at Communispace. In my mind’s eye, I was making one of those faces that a stunned actor might make upon hearing his name announced at the Academy Awards as the camera pans in for a close-up.

While I was pleasantly surprised to win the award, Communispace makes it difficult not to be inspired and driven to succeed. As a new hire, you are immediately surrounded by friendly and helpful colleagues who are eager to show you the ropes of online communities. There are so many role-models to choose from: community glue gurus, insight-mining mavens, social-media savants, and so many more than I could possibly alliterate…

With Communispace poised to grow this year, and numerous new hires slated to come on board, I know they’ll have the same chance to learn from the rich buffet of knowledge and opportunities that this company offers.

And while the votes for the winner of the 2009 High-Impact New Employee Award are still being counted, I’d like to offer my congratulations to all of the 2009 new hires for joining this amazing company!

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12 January 2010

Respect: Multiple definitions

by Karen Barone

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Everything I know about respect I learned from the preface to Walt Whitman’s “Leaves of Grass”:

This is what you shall do: Love the earth and sun and the animals, despise riches, give alms to everyone that asks, stand up for the stupid and crazy, devote your income and labor to others, hate tyrants, argue not concerning God, have patience and indulgence toward the people, take off your hat to nothing known or unknown, or to any man or number of men—go freely with powerful uneducated persons, and with the young, and with the mothers of families—re-examine all you have been told in school or church or in any book, and dismiss whatever insults your own soul; and your very flesh shall be a great poem…

Everything I know about respect I learned from the preface to Walt Whitman’s “Leaves of Grass”:

This is what you shall do: Love the earth and sun and the animals, despise riches, give alms to everyone that asks, stand up for the stupid and crazy, devote your income and labor to others, hate tyrants, argue not concerning God, have patience and indulgence toward the people, take off your hat to nothing known or unknown, or to any man or number of men—go freely with powerful uneducated persons, and with the young, and with the mothers of families—re-examine all you have been told in school or church or in any book, and dismiss whatever insults your own soul; and your very flesh shall be a great poem…

Yet, respect flourishes at Communispace and elsewhere when we strive to avoid privileging one voice over others. So rather than simply ruminating on my definition of respect, I turned to my community of friends and family and posed this question: What does respect mean in the workplace? Here’s a sample of the responses:

  • No clipping your nails at your desk; don’t wear perfume/cologne; say “please” and “thank you”; acknowledge co-workers by saying “hello” as you pass in the hallway; don’t gossip about your co-workers and/or clients; be kind.
  • I strongly agree about greetings in passing—especially with new people (even if you do not know them) to be sure they feel welcomed! Paying attention to people presenting in meetings, not being late for them. Considering others’ ideas, even if you do not immediately agree with them.
  • I think respect in the workplace also means expecting that people will do their job (and doing your own) but not holding people to artificial time requirements. For example, sometimes I work late because something needs to get done, but other days I leave early because it’s all done.
  • Recognizing and understanding expertise beyond one’s own, and allowing colleagues to do their job to the best of their abilities. Celebrating others’ skills and prowess, particularly those at a lower rung on the ladder, makes everyone better. A rising tide lifts all boats… or however that phrase goes.

In addition to respect, our other values include: Client Dedication, Excellence, Integrity, Adventure, Energy, and Ownership. This week will highlight some of our dedicated employees that exemplify some of these values. Be sure to check back later on this week for a special video post as well!

One Response to “Respect: Multiple definitions”

  1. Katie (Dennis) Adams says:
    January 12, 2010 at 12:29 pm

    I just need to express my astonishment at your ability to follow-up your post about the Jersey Shore with a Walt Whitman quote. Seamless. Brilliant.

    I would also like to add to some of the R-E-S-P-E-C-T definitions already offered: Strive to make more time for in-person correspondence with colleagues, rather than sticking solely to e-transmissions. I think sometimes we hide too much behind our computers, rather than engage in actual conversation. Something I am working on doing in 2010…

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13 November 2009

All in a Day’s Work

by Richard Weiss

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It’s funny, I don’t recall being asked if I was an alto or a tenor during my interview at Communispace (quite frankly I wouldn’t know, as I do my best singing in the shower). Yet for the second year in a row, I donned my host suit, grabbed a mic and headed up to our makeshift theatre in our own Fenway Park, where I sang and danced in front of my closest 200 colleagues in the annual Communispace Follies.

It’s funny, I don’t recall being asked if I was an alto or a tenor during my interview at Communispace (quite frankly I wouldn’t know, as I do my best singing in the shower). Yet for the second year in a row, I donned my host suit, grabbed a mic and headed up to our makeshift theatre in our own Fenway Park, where I sang and danced in front of my closest 200 colleagues in the annual Communispace Follies.

billOf course, I didn’t go at it alone. From some of our newest employees to our CEO, everyone who wants to get involved is able to play their own part in the show. Maybe they sing their own solo about wanting to be a girl (I will call out Bill Alberti), have a fantastic duet with awkward tension, or even rap about their job.

Beyond the laughs (and sometimes tears), is something that I feel makes Communispace such a unique and fun place to work. In the midst of all that’s going around us in the outside world, we can take a moment to stop, reflect, and laugh at ourselves.

Don’t take my word for it, just peer into the world of the Communispace Follies with this highlight reel. After all, it’s all in a day’s work.

3 Responses to “All in a Day’s Work”

  1. Diane Hessan says:
    November 13, 2009 at 8:19 am

    Rich, you get the Best Director Award. Here’s to Round 3, which is next September!

  2. Colleen Finnerty says:
    November 13, 2009 at 9:42 am

    Thanks for posting the reel Rich – great fun to see what you all are up to. Good times as always.

  3. Catie Schadlick says:
    November 13, 2009 at 9:58 am

    Rich -

    I’m so glad you posted about this. I tried to fit it into my own post, but it was already jam-packed (which says a lot, I think). This was my first experience with The Follies since I missed last year’s due to night classes. Just want to say that I had a GREAT time and was really impressed with everyone’s performances. I think we would all have a much harder time taking our jobs seriously if we couldn’t also stop to laugh at ourselves (and our community members) once in awhile. Sanity through song and dance… who knew?

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10 November 2009

Job 2.0 (Alternatively: Why so many of us sip the Kool-Aid)

by Catie Schadlick

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All posts by Catie Schadlick

Sometimes my friends ask me if I ever do any actual “work” at work. Of course the answer is yes (and a resounding one at that); I work hard—very hard—because I love my job, and my company and clients are important to me. But when I take a step back, I guess I can see why my friends are questioning me.

Sometimes my friends ask me if I ever do any actual “work” at work. Of course the answer is yes (and a resounding one at that); I work hard—very hard—because I love my job, and my company and clients are important to me. But when I take a step back, I guess I can see why my friends are questioning me.

kickball-team

Client Services Kickball Match

I mean, they did see me come home decked-out in bright green sweats, celebrating the victory of my Client Services Team—dubbed ‘The Green Monsters’—in our company kickball game (not to mention the make-your-own-sundae party that followed). They have watched me leave the house dressed like an episode of The Fresh Prince of Bel-Air in celebration of ‘90s Day. Yes, I gushed about the birthday celebration we hosted for The Hub (our company Intranet), complete with Hoodsies and goodie bags—and more than once, I’ve asked for their advice on appointing a celebrity look-alike to a fellow employee.

To me, it seems normal to vote for my favorite facial hair in the company’s annual ‘Beard-Off’ or to compete in a pumpkin carving competition with my coworkers. But these are the types of things that make my peers pause and wonder why they aren’t having as much fun at their jobs. Apparently, not every company has a culture like Communispace.

I interviewed at quite a few places as part of my post-grad job search. But when I first walked into this building, I knew it was the place I wanted to work. The place I HAD to work: bright colors, open work spaces, smiling employees, craftily named conference rooms, a foosball table… not to mention the flexible work schedule and a staff I can only describe as the most creative, energetic, adventurous group of people I’ve ever met!

A number of companies say their biggest asset is their people; Communispace doesn’t have to say it. We live it. It’s evident from the moment you first make contact, this company stands apart. And it’s not just the events, the bright colors, or even the free food—it’s our culture. It’s who we are.

…maybe I (like Bill Alberti, and so many others) have been sipping the “company Kool-Aid,” but when it’s served up with a side of fun at our catered Thursday lunches, who could blame me?

4 Responses to “Job 2.0 (Alternatively: Why so many of us sip the Kool-Aid)”

  1. Diane Hessan says:
    November 10, 2009 at 2:55 pm

    Catie, I obviously love this post, but it really makes me laugh when I see that it’s written by someone who works as hard as you do. Thanks for heading our Culture Committee this year, and for being so passionate about our clients.

  2. Catie Schadlick says:
    November 11, 2009 at 9:14 am

    Diane -

    Thanks for the comment. This post does focus on the parts of my job that are more than just work – like community, sillyness, and of course free food. But in all fairness, sometimes my friends also ask me things like, “Catie, why are you at work at 7pm on a Friday?” or “why don’t you put that powerpoint down?” Truthfully, I enjoy the “work” part of my job just as much as all these other fun things I’ve mentioned here. I wouldn’t be so passionate about it if I didn’t. What I think is SO great about this company is the way that “work” and “life” come together… pausing to enjoy eachothers’ company, flexing our creativity in new ways, and taking a break once-in-awhile actually make us better at what we do. We value “energy” over time, and I think that Communispace encourages the right work/life balance to keep us all motivated.

  3. Mark Marshall says:
    November 13, 2009 at 10:09 am

    Catie-

    Communispace sounds absolutely perfect for you! Upbeat, Fun but also ready to get work done. Reminds me of our times back at the TGIF :P Glad to hear everything is going so well for you and what an amazing place Communispace is! Let me know if they’re hiring, would love to make it back to the Boston area.
    Mark

  4. Jani Fraga says:
    November 13, 2009 at 10:33 am

    I think that you are the hardest working person I know, and yet, I don’t think I have ever heard you refer to Communispace as “work” (aside from “I am taking this frosting to work today”). I am really happy to know that there are job-lids for every person-pot out there, and I wouldn’t mind dipping my crazy straw into your KoolAid cup one day ;)

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