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Emotion IS The #Experience - #Infographic

Emotion IS The #Experience - #Infographic | Diversity and inclusion | Scoop.it
We're pleased to present our latest 360Connext customer experience infographic. Emotion drives everything for humans. See why we MUST sweat the small stuff.

Via Eric_Determined / Eric Silverstein
Paul Deemer's insight:

Stay focussed - it matters!

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Eric_Determined / Eric Silverstein's curator insight, January 30, 2014 2:59 PM

As Jeannie correctly points out, Micro is the new macro:


"When the big picture looks great but your bottom line doesn’t show it, it’s time to walk in your customers’ shoes and drink in the emotions they encounter through their journey."


It doesn't take much to change ones positive feeling of  brand. While my experience with Starbucks "Tweet-a-Coffee" resulted in a negative experience, it's an important reminder to really walk in your customer's shoes as Jeannie pointed out above.


http://ericdetermined.blogspot.com/2013/11/starbucks-your-tweet-coffee-leaves-bad.html


Share your recent experience - how a single moment may have positively or negatively impacted your brand experience.

Rhonda Hailey's curator insight, January 31, 2014 8:53 AM

Love the infographic... Customer Experience is so very important. We strive to recommend local businesses to new homeowners with that initial contact being one that is positive and creates an appreciative response. Our best partners then continue the experience with lead nurturing, a great customer experience when they convert and consistent and meaningful follow-up.  It's a win win for everyone. 

Roland Alston's curator insight, January 31, 2014 11:19 AM

The answer to "what does the emtional side of CX look like?...

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Geetu and Emotional Resilience

Geetu and Emotional Resilience | Diversity and inclusion | Scoop.it
Fifteen years ago I met an incredible woman called Geetu. I was lucky enough to be sent on a five day intensive emotional intelligence course by my employers at the time - Barnardo's - run by a company called EI World (of which Geetu was the Managing Director). I won't go into the details of what happened during that week - except to say that it changed my life and gave me three life long friends - including Geetu.Today Geetu invited me to the launch of her latest book - Emotional Resilience - and honoured me by inviting me to speak for three minutes about my experience of that training and e
Paul Deemer's insight:

My gift to my friend and mentor Geetu

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DUP_1003_Intersectionality_MASTER.pdf

Paul Deemer's insight:

Thought provoking article which fits in well with theme of #EQW2015 NHS Equality, Diversity and Human Rights Week which is Linking Our Thinking

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Maximising Innovation with Diversity

Maximising Innovation with Diversity | Diversity and inclusion | Scoop.it
Organisations in today’s era of hyper-competition are increasingly reliant on innovation to sustain a competitive advantage.

Via jean-luc scherer
Paul Deemer's insight:

Diverse teams = greater innovation = higher productivity

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Kent and Medway Learning Disability Community of Practice

Kent and Medway Learning Disability Community of Practice | Diversity and inclusion | Scoop.it
RT @kandmldcop: From Kent? Interested in sharing your good learning disability practice at 2015 Conf.? Check http://t.co/Y1HOcPAHR7 http://…
Paul Deemer's insight:

Some fantastic local work being done on learning disability in Kent and Medway

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The Future's Bright, The Future's Agile...For Some!

The Future's Bright, The Future's Agile...For Some! | Diversity and inclusion | Scoop.it
I saw into the future yesterday and then was very quickly dragged back into the past! Let me explain.....I spent the majority of my day yesterday at the Employers Network for Equality and Inclusion's (ENEI) annual conference. The theme was agile working and the future of work. It was an excellent event. We were greeted by the visionary and inspirational David Blunkett MP - patron of ENEI - who spoke about the need for employers to wake up and recognise that the world of work is changing and that they needed to adapt accordingly. We were then treated to an excellent presentation from the futur
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A look into the future at work.....for some!

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Look for the rainbow - not the pot of gold!

Look for the rainbow - not the pot of gold! | Diversity and inclusion | Scoop.it
It's a VUCA VUCA diversity world!You have probably heard the term "VUCA" used in various management articles and by speakers at numerous conferences. It stands for volatile, uncertain, complex and ambiguous and is a term that the management theorists have stolen from the military to describe the roller coaster world that we are all operating in at present. I think it's a really powerful and accurate description - and certainly one that resonates with NHS colleagues when I speak to them!It is also a term that can be equally applied to the field of diversity that I work in - with simi
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It's a VUCA VUCA diversity world!

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RSA Animate - Drive: The surprising truth about what motivates us - YouTube

This lively RSA Animate, adapted from Dan Pink's talk at the RSA, illustrates the hidden truths behind what really motivates us at home and in the workplace....
Paul Deemer's insight:

What motivates you at work?

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Leading by example: the race equality opportunity for NHS provider boards - NHS Providers

Leading by example: the race equality opportunity for NHS provider boards - NHS Providers | Diversity and inclusion | Scoop.it
Paul Deemer's insight:

Leading by example

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Three Ways Leaders Can Listen with More Empathy - HBR

Three Ways Leaders Can Listen with More Empathy - HBR | Diversity and inclusion | Scoop.it
Techniques to help you hear, process, and respond.
Paul Deemer's insight:

The importance of listening

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Coming of age - NHS Employers

Coming of age - NHS Employers | Diversity and inclusion | Scoop.it
Paul Deemers blog focussing on age
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Talking 'bout my generation!

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So what's Black History Month got to with this white bloke?

So what's Black History Month got to with this white bloke? | Diversity and inclusion | Scoop.it
I was recently invited to Southend University Hospital to share in their celebrations for Black History Month - which included the re-launch of their minority ethnic network. It was a wonderful day
Paul Deemer's insight:

My Black History Month tribute to Gil Scott-Heron - and the newly launched minority ethnic network at Southend Hospital

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DoOD and Jelly - NHS Employers

DoOD and Jelly - NHS Employers | Diversity and inclusion | Scoop.it
#Blogtober: Monday 6 October. Paul Deemer explores what is Do OD via the fantastic medium of Dr Seuss.
Paul Deemer's insight:

Anyone for jelly?

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HR Magazine - Employers' manifesto calls for 'mandatory reporting' on diversity

HR Magazine - Employers' manifesto calls for 'mandatory reporting' on diversity | Diversity and inclusion | Scoop.it
Employers' manifesto calls for 'mandatory reporting' on diversity http://t.co/pumg2LZF3n
Paul Deemer's insight:

Supported by NHS Employers

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10 TED Talks by women that everyone should watch

10 TED Talks by women that everyone should watch | Diversity and inclusion | Scoop.it
Color bravery. A headset for brainwaves. His/hers healthcare. 10 big, bold talks from female speakers.
Paul Deemer's insight:

10 TED talks that all aspiring leaders (male and female!) should watch!

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The Quiet Revolution

The Quiet Revolution | Diversity and inclusion | Scoop.it
Listen!Can you hear it? You need to listen harder. Listen not just with your ears - but with your eyes - and your heart. There's a quiet revolution happening across the NHS and beyond. A new breed of leaders is emerging. They lead by example – through actions, not words. They lead from the front - but are also prepared to stand alongside you when necessary. Often they will lead from behind – and follow where the majority want to go. They speak with authority – but are not authoritarian. They have a vision – but the vision is shared. They want change &nda
Paul Deemer's insight:

The sound of a quiet revolution

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'Think Different' About Education's Diversity Pipeline (EdSurge News)

'Think Different' About Education's Diversity Pipeline (EdSurge News) | Diversity and inclusion | Scoop.it
It was my first year at Accenture and I was in one of our typical all-day, all-night war room design sessions. One of the senior managers in the room looked my way and asked, “Why do you wear a purple shirt like that?
Paul Deemer's insight:

The importance of the diversity pipeline - from a private sector, global perspective. But lessons apply to public sector in UK too! 

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How to Explain Autism to People – Autism

How to Explain Autism to People – Autism | Diversity and inclusion | Scoop.it

Via britishroses
Paul Deemer's insight:

Simple guide to help people better understand the complexities of autism

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Thought Diversity - What does it mean to us? - YouTube

Thought Diversity - What does it mean to us? The video is a compilation of quotes from the international Thought Diversity webinar held on the 3rd December 2...
Paul Deemer's insight:

Think you know what Thought Diversity is? Here's a short video if you're not sure....

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Got a wicked problem? First, tell me how you make toast

Got a wicked problem? First, tell me how you make toast | Diversity and inclusion | Scoop.it
Making toast doesn’t sound very complicated -- until someone asks you to draw the process, step by step. Tom Wujec loves asking people and teams to draw how they make toast, because the process reveals unexpected truths about how we can solve our biggest, most complicated problems at work. Learn how to run this exercise yourself, and hear Wujec’s surprising insights from watching thousands of people draw toast.
Paul Deemer's insight:

Wicked problems - and two pieces of toast please!

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Finding the words | Paul Deemer | LinkedIn

Finding the words | Paul Deemer | LinkedIn | Diversity and inclusion | Scoop.it
Paul Deemer's insight:

The diversity arena seems to grow every day. Here are my thoughts on the issues that employers might need to think about when considering employees who have a stammer. 

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Do OD #Blogtober book of blogs - NHS Employers

Do OD #Blogtober book of blogs - NHS Employers | Diversity and inclusion | Scoop.it
Do OD's #Blogtober book of blogs
Paul Deemer's insight:

The power of diverse thinking - from ET to Bananarama via A&E!

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Maya Angelou's Hip-Hop-Poetry Music Video Is Here And It's Amazing

Maya Angelou's Hip-Hop-Poetry Music Video Is Here And It's Amazing | Diversity and inclusion | Scoop.it
Before Maya Angelou died in May at the age of 86, she had been working on a rather unique project that blended her beautiful poetry with contemporary hip-hop music. For the project, Dr. Angelou recited her own poems, while producers Shawn Rivera and ...
Paul Deemer's insight:

Poetry in motion - hip hop Angelou 

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It's A Jungle Out There!

It's A Jungle Out There! | Diversity and inclusion | Scoop.it
"It's like a jungle sometimesIt makes me wonder how I keep from goin' under" ("The Message" Grandmaster Flash)I spent yesterday afternoon at the zoo. Before you ask, it was business - not pleasure.
Paul Deemer's insight:

There are officially around 170,000 young carers in the UK. I met some of them at London Zoo this week. Here's my story about that event. 

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#HeForShe: how to engage men in the fight for gender equality

#HeForShe: how to engage men in the fight for gender equality | Diversity and inclusion | Scoop.it
After Emma Watson's UN Women speech, 12 experts offer practical advice on making feminism everyone's cause
Paul Deemer's insight:

Some world views on gender equality

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HR: Making equality a priority

HR: Making equality a priority | Diversity and inclusion | Scoop.it
We are all guilty of carrying with us unconscious bias which affects the decisions we make, but care must be taken to ensure that this does not affect the way patients or staff are treated
Mirror, mi
Paul Deemer's insight:

My thoughts on how tackling unconscious bias and improving monitoring can improve outcomes for patients through GP practices

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