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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, 11:59 AM

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, 5:53 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, 8:19 AM

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

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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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Disability Rights are Civil Rights

Disability Rights are Civil Rights | Diversity and inclusion | Scoop.it
Disability Rights = Civil Rights

http://t.co/C6WRcIxW1x
#disability #disabilities http://t.co/wfKuHmbfcx
Paul Deemer's insight:

Great summary of the history of disability rights in the USA - and the power of inclusion

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Appointments%20to%20Boards%20and%20Equality%20Law%2022-07-14%20final.pdf

Paul Deemer's insight:

Useful and timely reminder from the EHRC of the law around Board appointments and the use of positive action

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Church of England votes 'yes' to women bishops

Church of England votes 'yes' to women bishops | Diversity and inclusion | Scoop.it
LONDON (Reuters) - The Church of England voted on Monday to allow women to become bishops, a historic decision which overturns centuries of tradition in a Church that has been deeply divided over the issue.Two (Church of England votes to allow women...
Paul Deemer's insight:

An historic moment for women's rights as another bastion of inequality is overcome. Well done CoE!

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Vera - Without Fear or Favour

Vera - Without Fear or Favour | Diversity and inclusion | Scoop.it
We love watching Vera in our house. The slightly scatty, disshevelled detective from the North East zooms around in her Land Rover solving every murder mystery that is thrown at her - in the most
Paul Deemer's insight:

Can the NHS learn something from the police service about whistleblowing?

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Race at the Top | BITC Diversity - Race for Opportunity

Race at the Top | BITC Diversity - Race for Opportunity | Diversity and inclusion | Scoop.it
Paul Deemer's insight:

From Race To The Top to Race At The Top. Where next?

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BBC Chief Tony Hall Unveils Plan to Boost Diversity - Hollywood Reporter

BBC Chief Tony Hall Unveils Plan to Boost Diversity - Hollywood Reporter | Diversity and inclusion | Scoop.it
Hollywood Reporter BBC Chief Tony Hall Unveils Plan to Boost Diversity Hollywood Reporter The map to diversity includes a new top-level leadership development program, commissioning funding and training and "stretching targets" to make sure the BBC...
Paul Deemer's insight:

BBC taking the lead on tackling diversity in terms of both workforce and service delivery. Lessons for the NHS?

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New study on sexuality and the law provides lessons for human rights advocates ... - Institute of Development Studies

New study on sexuality and the law provides lessons for human rights advocates ... - Institute of Development Studies | Diversity and inclusion | Scoop.it
Institute of Development Studies
New study on sexuality and the law provides lessons for human rights advocates ...
Paul Deemer's insight:

Interesting perspective on sexuality and human rights from another part of the globe 

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Attitudes_towards_Equality.pdf

Paul Deemer's insight:

Interesting research from Government Equalities Office on public attitudes towards flexible and part time working

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An Eleven Year Old's Take on Leadership

An Eleven Year Old's Take on Leadership | Diversity and inclusion | Scoop.it
It occurred to me after reading a few articles in the past few days about how schools and education in general seem to lack teaching the skills required for leadership. In fact, considering my job
Paul Deemer's insight:

Out of the mouths of infants and nursing babies you have prepared praise.....

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Jobs for the white boys?

So - I've just spent 24 hours at the NHS Confederation conference in Liverpool.I came for four reasons:Firstly, because it is a fantastic networking opportunity. (Where else would you find yourself
Paul Deemer's insight:
A call to action to tackle discrimination and unfairness in the NHS
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Human%20Rights%20Human%20Lives%20A%20Guide%20for%20Public%20Authorities.pdf

Paul Deemer's insight:

Timely new guidance for public bodies on human rights

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Rescooped by Paul Deemer from Social Media and Healthcare
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The growing influence of social media in healthcare

The growing influence of social media in healthcare | Diversity and inclusion | Scoop.it

Social media has established itself as a powerful channel for voices in the NHS, whether it is to create professional networks, raise safety concerns or seek support in self-management of conditions. Participation is no longer optional, writes Claire Read

A recent episode of the BBC documentary series Business Boomers focused on the amazing growth of Amazon, tracking its development from garage-based small business to multinational giant.

It was filled with an array of interesting tidbits but arguably the most memorable was a clip from a 1994 episode ofTomorrow’s World.

In it, the earnest presenter - surrounded by a collection of very bulky and very beige computers - explained how “something called the internet” was set to revolutionise the availability of information.

It was a stark reminder of just how far digital communication has come in a short time; a reminder that is particularly important within healthcare.

Foreword to the HSJ and Nursing Times Social Media Pioneers supplementSocial Pioneers interactive graphicThe mobile friendly list of our Social Media PioneersNow you’ve signed up, the real work beginsDean Royles: The path to picking our Social Media PioneersDownload a free PDF of the supplementHealth chiefs flock to Twitter to talk to staff and the publicA digital age

Those the NHS is recruiting today - the leaders of tomorrow - will never have known a world without the internet.

Paediatric and young adult patients will fall into the same category. And soon enough we will have a generation not only of “digital natives” but of social media natives.

‘Online networks seem likely to offer solutions to many of the current communication challenges the health service is facing’

It all means healthcare practitioners and organisations are likely to have no choice but to engage with social media. It is where their patients and colleagues will expect to have conversations, and so not to be there would simply not be sustainable.

The growing influence of social media in healthcare is associated with the sustainability of the NHS in a much broader sense, however.

Online networks seem likely to offer solutions to many of the current communication challenges the health service is facing, and provide an extremely positive reason for the growing influence of social media in healthcare.

Take sharing concerns. In the aftermath of the Francis report, much attention has been focused on ensuring staff can speak out without fear and safe in the knowledge that their worries will be suitably investigated.

Twitter provides a simple way to encourage this sort of open environment: a nurse tweeting his or her chief executive a concern seems far more transparent than other potential methods. It is no coincidence that Twitter has provided a natural home for the Nursing Times Speaking Out Safely campaign.

Online connections

There is also frequent talk of the importance of the NHS sharing knowledge and innovation more effectively. Here too social media networks are making a tremendous difference, allowing healthcare professionals to build connections both inside and outside their own organisations.

WeNurses is a tremendous example of this, bringing together nurses from across the world in Twitter conversations. Knowledge and views are being shared, and in some instances huge and valuable professional networks being built.

Let us not fall into the trap of thinking it is only healthcare professionals who are serving to increase the influence of social media in the NHS, however.

‘Patients have been the trailblazers, making electronic connections with fellow sufferers of a condition and coming together to raise concerns about standards of treatments’

In many ways, it is patients who have been the trailblazers (as our list of Social Media Pioneersdemonstrates). They began by making electronic connections with fellow sufferers of a condition, and continued by coming together to raise concerns about the standards of treatments at particular institutions.

Surely the next step will be for those working within the health service to fully employ social media to converse with service users?

This again will address many of the communication challenges currently being placed in front of health service managers: the question of how to build openness and a genuine dialogue with patients that is based on listening.

Twenty years ago, the internet was the new development. Few could now imagine our lives without it. It seems likely that, in 20 years time, we will be saying the same thing about social media. It has already influenced the health service - but it is only just getting started



Via Plus91
Paul Deemer's insight:

The social media movement continues to gather pace in the NHS 

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Failing to breastfeed may double risk of depression in mothers: study - Telegraph

Failing to breastfeed may double risk of depression in mothers: study - Telegraph | Diversity and inclusion | Scoop.it
Women who plan to breastfeed their babies but don't are twice as likely to suffer depression as mothers who decide in advance to use formula, a study has found
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All that jazz

All that jazz | Diversity and inclusion | Scoop.it
It's been a funny old week. A week of contrasts. A week of intense passions. And a week of reflection. All in one five day stretch!You'll be relieved to know that I spent most of the week talking
Paul Deemer's insight:

Follow the beat!

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What difference does it make?

What difference does it make? | Diversity and inclusion | Scoop.it
For some reason, my week has been dominated by awards. I was fortunate enough to attend two events this week - the Patient Safety and Care Awards 2014 and the pre awards event for the National
Paul Deemer's insight:

The power of awards - making a difference

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Metropolitan Police to 'reflect diversity' by recruiting only from ...

Metropolitan Police to 'reflect diversity' by recruiting only from ... | Diversity and inclusion | Scoop.it
In a bid to reflect London's diversity, the Metropolitan Police will now only recruit people who live in the capital city. The force will also consider taking new recruits with minor criminal convictions, local media reports.
Paul Deemer's insight:

Good to see the Met leading the way on a positive action initiative

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Proud to be a straight ally - NHS Employers

Proud to be a straight ally - NHS Employers | Diversity and inclusion | Scoop.it
Paul Deemer's insight:

My personal story on being a straight ally

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Supporting the Mary Seacole Statue Appeal can help boards become more diverse, says Lisa Rodrigues - NHS Confederation

Supporting the Mary Seacole Statue Appeal can help boards become more diverse, says Lisa Rodrigues - NHS Confederation | Diversity and inclusion | Scoop.it
Celebrating the achievements of one woman would be a public, visual way of acknowledging the contribution that members of BAME communities have made, and continue to make, to this country’s NHS.
Paul Deemer's insight:

A view from the top of the statue

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Race and racism in Honduran soccer and society - Washington Post (blog)

Race and racism in Honduran soccer and society - Washington Post (blog) | Diversity and inclusion | Scoop.it
Race and racism in Honduran soccer and society
Washington Post (blog)
Outside of the limelight of most of the international press, Afro-Honduran players voiced their own charges to end racial discrimination.
Paul Deemer's insight:

The complexities - and subtleties - of racism across the globe  

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Imagine.....

Imagine there's no fairness
It's easy if you try
No teams or colleagues
And all you do is cry
Imagine all the people
Living for themselves.....

Imagine there's no structures
It isn't hard
Paul Deemer's insight:

A Friday afternoon muse.....

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Autism Poem: Welcome to Holland

Welcome to Holland is a classic, adopted autism poem written by Emily Perl Kingsley, a mother of a child with special needs. (have a child with a disability. It's called Welcome To Hollland.
Paul Deemer's insight:

A very personal parental perspective 

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Inclusiveness Means Giving Every Employee Personal Attention

Inclusiveness Means Giving Every Employee Personal Attention | Diversity and inclusion | Scoop.it
It's about engagement as well as diversity. (Inclusiveness is about more than just diversity http://t.co/Ku6amjq9w5)
Paul Deemer's insight:

Be aware of biases;  create a shared identity; be attentive to emotions. The secret to success.

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BBC under fire for lack of staff diversity

BBC under fire for lack of staff diversity | Diversity and inclusion | Scoop.it
The former chief executive of the Royal Television Society has attacked the BBC for ignoring talented young black and minority ethnic staff adding to growing unease over the lack of diversity in the broadcasting sector.
Paul Deemer's insight:

Big organisations - including the NHS - need to get their houses in order and show the way for others

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Minister attacks myth of girls' jobs

Minister attacks myth of girls' jobs | Diversity and inclusion | Scoop.it
A government minister is set to challenge a "persistent and debilitating myth that girls don't do science".
Paul Deemer's insight:

Breaking down myths and stereotypes

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