Just as in the movie The Graduate, the line, ‘one word … plastics’ became the symbol of a single word game-changer, one word has the potential to be a game-changer in today’s digital economy … ‘FinTech’.
The most troubling thing about the recent Facebook and OKCupid experiments may not be the experiments themselves. It may be the potential of the controversies surrounding their publication that discourages wider emotional experimentation. Ethical behavior implies …
Check out our new infographic “The importance of providing a great customer experience" to understand what constitutes good customer experience, how providing good customer experience can help you to retain your customers and increase...
But some airports are worse than others and some airport experiences are worse than others. What's the worst ... If you aren't frustrated at some point in an airport, then you're having an abnormal experience.
“ Share on FacebookTweet ThisGoogle+Pin ItLinkedIn The amount of ‘stuff’ happening on the internet is pretty staggering. You probably already know there is more content out there than you could ever have time to sift through. There are more YouTube videos than you have time to watch, and too many cat photos to count. But quantifying …”
Via John Evans
"To be clear–learning can happen in the absence of technology. Integrated poorly, technology can subdue, distract, stifle, and obscure the kind of personal interactions between learner, content, peer, and performance that lead to learning results.
But increasingly we live in a world where technology is deeply embedded into everything we do. Thinking about it simply in terms of “digital literacy” puts you about 5 years behind the curve. It’s really much more than that–less about being connected, and more about being mobile.
There will be growing pains, and I’m sure educators that have brought in BYOD programs into their school can come up with 50 reasons it won’t work. But most of those 50 are a product of the continued poor fit that exists between schools and communities–the system and the humans it serves."
Mother Nature Network (blog) South Korean 'glampsite' boasts worm-shaped tents with toilets Mother Nature Network (blog) Currently installed at a campsite — or glampsite, if you will — in mountainous Yangpyeong County outside of Seoul, the...
The MindShift Guide to Digital Games and Learning explains key ideas in game-based learning, pedagogy, implementation, and assessment. This guide makes sense of the available research and provides suggestions for practical use.
While pointless debate continues in organizations as to who “owns” the customer experience (the customer, of course!), the responsibility for nurturing and shepherding the continuous customer experience belongs to all teams that impact customers. At the core, much of the work should be accomplished by strong, continuously evolving collaborations between marketing and sales. Unfortunately in many companies there are still ridiculous and harmful walls between sales and marketing -- and Topic: Digital Marketing.
There’s a complete disconnect between the scope of the problem and management’s desire to see results. The language that businesses speak is fluent finance. And it has been devilishly difficult to get credible data that shows the relationship between reported customer experience and financial outcomes.
Much of what creates customer experiences are the decisions and processes generated well ahead of the front line. So it is critical that all of those groups, despite degrees of separation, understand how what they do impacts the customer. And the best way to start that conversation is to get around the table and develop a team-based customer experience strategy.
What’s interesting is that [the case study] adopted virtually all of what their direct reports had developed. What was fabulous is that they had the purview of the bigger picture and made sure that this strategy was completely anchored in their overall enterprise strategy, and that is the silver bullet. They were able, in fact, to adopt a customer-centric strategy as the company’s strategy, complete with all the financial objectives of the organization over the 3-year planning horizon. They presented this strategy to the board, and that was the kickstart of re-organizing to align their leadership talents and functional accountabilities around customer experience.
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How do your CX efforts stack up? Retail Customer Experience (blog) WBR's (Worldwide Business Research) NextGeneration Customer Experience's 2014 CX Industry Benchmark Study provides insight into a variety of areas concerning customer experience...
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