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Not As Many Americans As You Think Own A Tablet Device

Not As Many Americans As You Think Own A Tablet Device | digitalNow | Scoop.it
New data released from PEW indicates that tablets and e-readers might not be as popular as you think they are.
Don Dea's insight:

Think about that one for a moment.

The numbers don’t look as good either for Americans who only own e-readers, and not some other kind of tablet device. That percentage of the population stands at just 24%.

But here’s the interesting part, and the kind of obvious part if you factor in everything we know about the kind of people who own Apple devices. The folks who own e-readers and tablets overwhelmingly have high income. Income that starts at roughly $75,000 and rises from there according to PEW.

That means that unlike Twitter, where over 260 million Americans don’t use it, it might be worth pursuing owners of tablet devices and e-readers if you have a higher margin product to move. Even if they don’t make up a majority of the population.

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digitalNow
Exploring leadership, management, innovation, and technology issues and trends; impacting associations & non-profit organizations in the digital age.
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What about the human casualties of AI & Automation?

What about the human casualties of AI & Automation? | digitalNow | Scoop.it
Yes, AI could cause mass employment, but if we form the correct dynamic with it, then who knows what innovations and advancements we could end up with. For example, if companies utilised the processing power of AI alongside unique human chateristics such as emotion, a new way of working could be born. Explaining this opportunity, Mark Sear, CTO Big Data, EMC Consulting EMEA, said:

“AI and data analytics are not here to make people redundant, they are here to allow us to re-focus on our often overlooked, but totally unique interpersonal skills. I believe Emotional Intelligence is the key to ongoing success. While machines surpass people at mathematical or physically gruelling and precise tasks, they are terrible at anything requiring “soft skills”.

“Good communication and interpersonal skills are vital in any role, and the backbone of any business which requires dealing with other people. Demand for Emotionally Intelligent individuals who excel at these aspects, while machines take care of the rest, will surely rise and I believe dramatically so.”

Emotions are not our ownly unique trait, but perhaps feed into another - creativity. This, argues David Eden of Tata Communications, could be the greatest human skill deployed in the human-machine dynamic.
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Is intrinsic motivation at work overrated? 

Is intrinsic motivation at work overrated?  | digitalNow | Scoop.it
1. Motivation is not additive.
Do external rewards motivate people? Absolutely. Unfortunately, the type of motivation generated by external rewards is suboptimal -- limiting results, creativity, innovation and well-being. For example, the use of pure sales commissions led to the highest level of turnover of any study that has ever been published in organization psychology literature.
Adding external rewards to augment intrinsic motivation doesn’t work either. People cannot be intrinsically and extrinsically motivated at the same time. A meta-analysis of 128 studies found that the addition of extrinsic rewards undermined free-choice intrinsic motivation and self-reported interest.
Bottom line: Extrinsic motivation is a double whammy that doesn’t generate positive results on its own merit and negatively affects intrinsic motivation.
2. Realistic and powerful alternatives work better than extrinsic motivation and maybe better than intrinsic motivation.
Two types of motivation -- aligned and integrated motivation -- can lead to the same positive outcomes as pure intrinsic motivation.
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Six Email Habits That Are Alienating Your Customers

Six Email Habits That Are Alienating Your Customers | digitalNow | Scoop.it
Batch-and-Blast

Years ago, one-size-fits-all communications worked fine, and you might well have created one email for everyone and sent it once a week. Though it still happens, it's no longer the norm now that merchants can take advantage of more sophisticated customer intelligence.

If you're still sending a single message to all your customers, regardless of their behavior or history with your company, think about the impression you're making with customers who also have relationships with merchants that more fully understand their needs and desires.

Customers who sense you don't care will delete, ignore, or unsubscribe, so focus on sending the right email at the right time for the right reason.

2. Inadequate Segmentation

Giving up batch-and-blast is only a start. You can use data to group contacts into simple segments based on factors such as age, gender, and geography, but advanced segments enable even more compelling communications.

Imagine the return on a message custom-tailored to an audience not only by demographics but also by behaviors. For example, if you sold a great-value product range suited to young adults, you could build a segment targeting everyone in your list age 16-23 who'd looked at this product category on your site within the previous two weeks.

Segmentation is crucial to relevancy, and in email marketing relevancy equals results.
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Premium Customer Care from Premium Employees - Switch & Shift

Premium Customer Care from Premium Employees - Switch & Shift | digitalNow | Scoop.it
Real bonuses instead of promises
Usually, the sales and customer care teams are underpaid. But, what drives them towards daily productivity is the promise of a bigger paycheck at the end of the month based on their performance. The customer care team will either drive clients away with their upsell pitch or would just become content with their minimum salary.

The truth is that what you pay for is exactly what you get. The underpaid status of one of your most important teams in your company will get you nowhere. Plus, the competition nourished by bonuses will drive your team apart. Without cooperation between colleagues, a strong team cannot survive.

The wrong culture of bonuses should be replaced with a satisfying, stable, and motivational salary. A company cannot prevent the stress induced by the angry client to its customer care agents, but the company can sooth the side effects of stress with the feeling of security that is nourished by financial compensations. And a happy employee makes the clients happy.
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Are Tech and Business Leaders Aligned? 

Are Tech and Business Leaders Aligned?  | digitalNow | Scoop.it

IT and business decision-makers are very close in agreement about the strategic technology direction for their organization, according to a recent survey from Dell. The resulting "Dell State of IT Trends 2016" report indicates that both technology and business leaders are taking a long-term view with regard to the strategic direction of IT and are mapping out plans at least three years in advance. In pursuing tech initiatives, both IT and business decision-makers are focused on increasing business productivity and growth, while lowering IT expenses. They're also committed to the concept of software-defined data centers, after concluding that such an approach brings greater agility and simplifies management processes. "There is a lingering misperception that business leaders are disconnected during strategic IT discussions, but times have changed," said Matt Baker, executive director of enterprise strategy for Dell. "There is an increasingly common understanding between business and IT decision-makers on the key IT trends and the growth opportunities that IT can deliver." More than 1,200 global IT and business decision-makers took part in the research. 
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 Reasons to Hold Off on Virtual Reality Marketing

 Reasons to Hold Off on Virtual Reality Marketing | digitalNow | Scoop.it
The future may very well be "mixed reality," not VR

We've all seen the recent success of the augmented reality game Pokémon Go. No VR game has managed to break into the scene like that yet.

So, some tech companies are betting on mixed reality instead of VR. Mixed reality isn't quite as well known, and there's some confusion as to how it differs from augmented reality.

Augmented reality (AR) is a live view of the real, physical world supplemented with computer-generated elements, such as sound, video, or graphics (like Pokémon Go).

Mixed reality (MR) is the merging of virtual worlds with the real world to produce a new environment where the physical and digital objects co-exist and interact in real time. MR makes the virtual world feel more real than AR does.

One super-secretive company, Magic Leap, has worked on MR technology for years but refuses to release any tech until it's perfect. But Microsoft and Google have been hard at work implementing MR.
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Open-Ended Questions Enhance Employee Communication

Open-Ended Questions Enhance Employee Communication | digitalNow | Scoop.it
Try these common open-ended questions:
Help me with your reaction to what I just said.
Give me some feedback on the choices I just presented.
What are your thoughts?
Would you tell me more about ___?
Can you help me understand that a little better?
How does that process work now?
How do you see this happening?
What kind of challenges are you facing?
What’s the most important priority to you with this? Why?
What other issues are important to you?
What is it that you’d like to see accomplished?
What opportunities do see in the coming weeks to open the conversation and engage employees?
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5 Ways to Accelerate Your Digital Maturity

5 Ways to Accelerate Your Digital Maturity | digitalNow | Scoop.it
ways to accelerate your digital maturity roadmap: 

1. Align with a Partner 
Some organizations can do it alone, but most need support. 

Closely aligning with a partner or digital vendor can speed your way forward. 

A design agency will help you understand the requirements for a website rebranding or redesign. If you have an internal design team, look for a partner or software provider that can work with you to clarify your vision and map it to a strategy and implementation plan. 

Don't forget about your team during this stage. Invest in training them in the technologies and strategies you plan to implement to move forward — and make sure any partner you work with is committed to helping your internal team grow. 

2. Get Executive Buy-in Early On 
This point cannot be emphasized enough — it's critical to ensure you move forward quickly. 

Start the dialog early with management. Be sure they understand what you are trying to achieve and why it's important to the business.  

Define a vision for the digital program, and develop a mid-range roadmap that clearly lays out the steps needed. Secure a C-Suite sponsor who will promote the vision and help ensure everyone follows the roadmap.  
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What's the archetype of a next-decade leader? 

What's the archetype of a next-decade leader?  | digitalNow | Scoop.it
“Does a leadership archetype exist? And if it does, how do I find more people who are genetically wired that way?”
That was the tough question posed to me recently by Jeff, a CEO who was desperately seeking talent for his fast-growing startup. We had been discussing the passion archetypes of his top team and reviewing the particular strengths the archetypes each person held could bring to the business. Two universities have studied the passion archetypes, which were first identified and measured through the Passion Profiler, a tool developed by Purpose Linked Consulting.
The conclusion is that we are all wired with 10 distinct passion archetypes, but we express them uniquely, and each archetype demonstrates a particular pattern of behavior in the workplace (and in one’s personal life as well.) Here is an overview of their contribution to leadership thinking:
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Put Exceptional Digital Experience in Your Customers' Hands

Put Exceptional Digital Experience in Your Customers' Hands | digitalNow | Scoop.it
User Context with Location Targeting
Retailers can profile customers and build deep contextual insights with location based mobile signals obtained through user consent. For example, based on a mobile location signal received at an airport, a company could identify an airline passenger as a frequent business traveler.

Location information shared by users, interspersed with demographic data such as income range and device ownership, can be used to identify audience segments based on criteria including religion or economic group. Based on this segmentation, retailers can better personalize their messaging and reach out to their intended target segments with precise user context rather than using an assumptive framework.

Translating Mobile Discovery into Store Footfall
It’s imperative for retail stores to have a mobile strategy that targets customers while they are actively shopping, whether that shopping occurs at home, at work or at a shopping mall.
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Disruptive Tech Poses a Do-or-Die Challenge

Disruptive Tech Poses a Do-or-Die Challenge | digitalNow | Scoop.it
While a significant number of both IT and business decision-makers believe their company has secured a strong competitive advantage within their industry, they express caution about the likelihood of new disruptive tech radically changing this equation, according to a recent survey from Juniper Networks. The resulting report, "Will Your Company Survive the Next Big Disruption? IT as the Great Enabler," indicates that organizations would better position themselves for disruptive IT by elevating the tech-savvy quality of their C-suite. Most IT decision-makers, in fact, said the C-suite doesn't view the network as a vital component of company success. There's definitely a greater "need for speed" too, as many survey respondents said it takes a year or longer to develop and support an improved product or service. And business leaders admitted that they've circumvented IT to push through needed initiatives. "Business is changing fast," according to the report. "Even companies that believe they have a competitive edge today are at risk of falling behind. … Leadership is preoccupied with growing the customer base, keeping costs down, profitability and growth. At a time when disruptive products and services are the name of the game, it's become clear that doing 'enough' with your technology investment simply isn't enough to survive. … To remain relevant in the future, companies need to address impending disruption by rethinking their approach to IT for ongoing innovation." Much of the survey compares perspectives of IT and business decision-makers on these topics, and we've included a number of those findings. More than 2,700 global IT and business decision-makers took part in the research.
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Pokemon Pandemonium: Lure Modules Luring Small Businesses Big Time

Pokémon Paid Sponsorships

Going forward, advertising opportunities will be available as well. “Advertisers will be able to buy sponsored places in #PokemonGo,”offered Niantic CEO CEO John Hanke.
“I am predicting large national retailers sponsoring a number of Pokémon GO elements like free Pokéballs.” Hanke further added.

Over to you

Customers are more than fond of location-based marketing these days, backed by gamification strategies. Little wonder, businesses are going out on a limb to implement the same. Pokemon GO game being a perfect example.
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The Difference Between Customer Service and the Customer Experience

The Difference Between Customer Service and the Customer Experience | digitalNow | Scoop.it
Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English language for that. However, the function of customer service and the customer experience (although they often work together) are two very different business strategies. Here we’ll decode these often-confused terms so that your organization can learn to prepare and strategize for both properly. And even if you’re well-versed on these two subjects, it’s important to remember that technology has made them ever-changing and they might be worth a quick refresh.
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Here's What Makes a Great CEO According to Employees

Lower Work-Life Balance Leads to Higher CEO Approval Rating

While it might sound contradictory, Glassdoor found that a decrease in work-life balance translates into a 2.9% increase in CEO approval rating. The research suggests that employees “may be willing to sacrifice work-life balance for purpose-driven work and a visionary, inspiring leader.”

Fast growing companies with high achieving workplaces were cited by Glassdoor’s report as having high rated CEOs with low work-life balance.

Founder CEOs Boast a Higher Approval Rating Than Their Peers

Glassdoor found that founder CEOs enjoy higher approval ratings than external CEOs. According to Glassdoor, this trend suggests that how a CEO comes to that position is an “important predictor” for being a successful leader.

Glassdoor’s research found that overwhelmingly this characteristic was one of the most significant for a higher approval rating. Age, gender, education and tenure had no effect on CEO approval, according to Glassdoor.
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Ritual Questions Help Inform Effective Leaders

Ritual Questions Help Inform Effective Leaders | digitalNow | Scoop.it
• “What encounter did I handle particularly well today and why?”
• “What encounter do I believe the other person in the exchange thinks I handled well and why?”
• “What encounter did I handle poorly today and why?”
• “What encounter do I believe the other person in the exchange thinks I handled poorly and why?”

By exploring both positive and negative experiences from multiple perspectives, you develop a more nuanced and dimensional understanding of your strengths, weaknesses, motivations, and fears. Such exploration will also help you navigate the constant pull between being who you are as a leader and who others need you to be.
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 Focus on These Five Areas Instead of Branding

 Focus on These Five Areas Instead of Branding | digitalNow | Scoop.it
"How do I put brand awareness on the back burner? What else should I be focusing on?"


1. SEO

When doing PR, you have to remember what channels are the most measurable. And anyone who knows anything about digital marketing knows that SEO is the king of measurable channels. Because of this, it only makes sense to partner up with SEO.

PR can play a huge role in the success of an SEO campaign by supporting the SEO team's efforts and acting as an assist to help increase keyword rankings, the overall health of the website, and brand recognition.

2. Measurable Metrics

Brand awareness can only get you so far. So, if you don't know how to report on the metrics you are finding, all your efforts may seem pointless (and irrelevant) to the client.

Now, don't get me wrong… Measuring traffic is important. But there are other metrics that are just as important—if not more important.

For example, when analyzing and measuring, make sure that you take into account your SEO keyword strategy. This entails ensuring that your anchor text is keyword-rich and your link targets are on a transactional (or converting) page. Keep an eye on a keyword you are plugging into an anchor text and ensure you are watching that specific keyword continue to rank higher and higher. As the keyword progresses, so does your value as a PR pro.
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Who is responsible for the current workforce skill gaps?

Who is responsible for the current workforce skill gaps? | digitalNow | Scoop.it
The best course of action for employers is to use a blended approach to recruitment and training in order to deal with the challenges of skill shortages. Every job type should be carefully studied to determine the skills that make employees successful. An employer can work with an outside vendor, such as a temporary recruitment firm or a workforce development consultant to conduct an objective review through observation and employee surveys.

Then, each company needs to catalog the skillsets that are primary for career success, given the parameters of the organization itself. These may be a combination of soft skills, like time management and interpersonal communication, as well as technical skills, such as use of a particular software or method of producing work.
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When Will IoT Investments Pay Off?

When Will IoT Investments Pay Off? | digitalNow | Scoop.it

The internet of things has consistently generated a lot of hype. While the business potential of connecting billions of devices and objects with each other has been irresistible to many companies, the technical hurdles that must be overcome before actually getting positive results from IoT investments have been significant. However, recent survey findings from telecommunications provider Vodafone indicate that the barriers have been largely overcome, and businesses are starting to reap the benefits. In fact, according to the fourth annual "2016 Vodafone IoT Barometer report," companies are seeing their IoT activities fuel revenue growth, and, as a result, they are increasing their IoT spend. "We've moved from simply adopting internet of things technologies to realizing the true business value that IoT can bring to organizations," said Andrew Morawski, Vodafone's head of IoT for the Americas. "Whether it's connected supply chains for manufacturers, smart office capabilities for employees, or a connected home for consumers, businesses are seeing significant results from their IoT deployments, changing the way they do business and even facilitating new partnerships to serve customers in new ways." The report is based on independent research conducted with nearly 1,100 executives.
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SAMHSA's Acting Administrator

SAMHSA's Acting Administrator | digitalNow | Scoop.it
One of the things that has been perpetuated is that we spend most of our mental health dollars on the "worried well" and that is not accurate. Our mental health block grant, which is 50% of our mental health appropriations, is exclusively for children with serious emotional disturbance and adults with serious mental illness.
And the majority of our mental health programs are dedicated to people with serious mental illness, who are chronically homeless or involved with the criminal justice system, or young people and their families with serious emotional disturbances living in community settings or young people in transition age 16-25 with an early onset serious mental illness.
The things that we do that aren't exclusively tied to serious mental illnesses are things like suicide prevention. And I think everyone can agree that 41,000 suicides a year is too many, and that is in fact something that the lead public health agency on substance abuse and mental illness should be paying attention to.
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3 Cs can boost accountability in your workplace 

3 Cs can boost accountability in your workplace  | digitalNow | Scoop.it
Communication

Make sure each player know exactly what his or her goal is. Use the SMART goal approach to ensure clarity and agreement. Then, engage with all players regularly, at least twice a week, with five-minute updates -- what’s going well, what’s already done, what’s new, what’s a concern. Celebrate the good and learn details about the concerns (which will take more than five minutes!). Open, transparent discussions keep everyone informed.
Cooperation

Teamwork ensures that the responsibility for delivering on promised products and services is shared by all members of the crew. Individual skills are great, but a “lone ranger” approach may place too great a burden on one player. Huddle your team daily to discuss what’s going well, what’s done, what’s new, what concerns exist, etc. Then help team members to work together to keep the project on track, every day.
Consequences

This is a "loaded" term. When people think of consequences, they think of punishment. Be a bearer of positive consequences as well as negative consequences. Praise aligned effort as well as accomplishment. People do a lot of things right, so recognize them for those good things. And, when issues arise, even if they are no single person’s fault, present the consequences without judgement
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Emerging Technologies Promise Business Opportunities, 

Emerging Technologies Promise Business Opportunities,  | digitalNow | Scoop.it
The five phases in the hype cycle are:

Technology Trigger: Where the technology is introduced and starts to gain traction
Peak of Inflated Expectations: Highly marketed and talked about as a “must have” technology
Trough of Disillusionment: Where the realities of that technology come into play and organizations start looking at the positives and the negatives
Slope of Enlightenment: When organizations start deploying them in a constructive manner and to meet enterprise needs
Plateau of Productivity: Where contribute to the overall business and goals of that enterprise
The goal is to provide enterprises with a way of assessing what is happening with a given technology, what it does and when is the best time to buy a given technology.
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6 body language tricks that are hard to master but will pay off forever

6 body language tricks that are hard to master but will pay off forever | digitalNow | Scoop.it
Maintaining good eye contact
It's all in the eyes.

People with a shaky gaze often come across as anxious, distracted, or dishonest. And it can be tough to master the skill of maintaining eye contact, since it's a very uncomfortable and unnatural thing for some people. But it's a practice that can help you immensely in life.

Luckily, there are some simple techniques for maintaining better eye contact if you feel your stare isn't cutting it.

In "How To Talk To Anyone," author and communication expert Leil Lowndes advises that you should "pretend your eyes are glued to your conversation partner's with sticky, warm taffy."

Once you master this trick, you'll immediately see an improvement in your face-to-face communications with others.
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Real-Time Marketing: Where Big Data Meets Big Opportunity

Real-Time Marketing: Where Big Data Meets Big Opportunity | digitalNow | Scoop.it
3 Pillars of Real-Time Marketing
It turns out, however, that Oreo’s social media war room had only scratched the surface of what is now possible with real-time marketing. Real-time goes well beyond speed and agility to incorporate a comprehensive view of data that allows for more effective personalization across various channels.

Let’s consider each of these three pillars:

1. Speed and Agility
Since real-time is all about being able to interact in at the very moment of engagement, in the right way, marketing professionals often confuse real-time with needing to react instantly to a purchase or click. Marketers need to find the right balance of timing and context.

In some cases, instant engagement can be very effective, such as answering customer questions or responding promptly to service complaints. But bear in mind that responding with a remarketing campaign or cart abandonment offer risks coming off as extremely creepy if delivered within seconds or minutes.

2. Data-Driven Personalization
What impact could Oreo have made if they had messaged their brand followers with more personalized content? What if they had been able to segment their audience and only deliver messages in the channels that their consumers preferred?
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When Will IoT Investments Pay Off?

When Will IoT Investments Pay Off? | digitalNow | Scoop.it
The internet of things has consistently generated a lot of hype. While the business potential of connecting billions of devices and objects with each other has been irresistible to many companies, the technical hurdles that must be overcome before actually getting positive results from IoT investments have been significant. However, recent survey findings from telecommunications provider Vodafone indicate that the barriers have been largely overcome, and businesses are starting to reap the benefits. In fact, according to the fourth annual "2016 Vodafone IoT Barometer report," companies are seeing their IoT activities fuel revenue growth, and, as a result, they are increasing their IoT spend. "We've moved from simply adopting internet of things technologies to realizing the true business value that IoT can bring to organizations," said Andrew Morawski, Vodafone's head of IoT for the Americas. "Whether it's connected supply chains for manufacturers, smart office capabilities for employees, or a connected home for consumers, businesses are seeing significant results from their IoT deployments, changing the way they do business and even facilitating new partnerships to serve customers in new ways." The report is based on independent research conducted with nearly 1,100 executives.

 
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For Customer Experience Success, Avoid Putting Square Pegs in Round Holes 

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes  | digitalNow | Scoop.it
Are you the right company with the right employees?

1. Do your employees like working for your company?

2. Do your employees use your products and services themselves?

3. Do your employees stay with you – even if offered jobs elsewhere?

4. Do your employees ‘do whatever it takes’ to satisfy customers?

5. Do your employees constructively challenge leadership?

6. Are your employees proud to work for your company?

7. Do your employees recommend the company as a place of employment to others?

8. Do your employees ‘live and breathe’ the company values?

Are you able to answer all the questions? If so, are they the answers you were expecting? Fundamentally, if your company is employing the wrong people or you are employed by the wrong company, you will need to make some very tough decisions. To succeed as a Customer Centric business, you will have no option but to do so.

Change is not a bad thing – in fact I always argue that change is a huge opportunity for everyone. To achieve Customer Experience success, you will need to determine if change is something that people have the courage to face up to.
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