By Bhaskar Gorti, Senior Vice President and General Manager, Oracle Communications As the communications industry makes another pilgrimage to Spain this week for Mobile World Congress, much of the buzz will be about Facebook’s mega-deal with...
Skills gap is focus of talk by SHRM exec at Bridgewater College Augusta Free Press Jackson joined SHRM from Howard University in Washington, D.C., where he was the university's executive vice president and chief financial officer and treasurer.
In addition to being a full-service academic medical facility and teaching hospital, Boston Medical Center is also the largest safety-net hospital in New England, treating a high number of low-income patients.
“ Christophe Fauconnier and Benoit Beaufils: Lessons from Comedy Central and Coca-Cola on how connecting more closely with people can strengthen businesses” The lesson is valid for any business: without empathy, we're just creating products for targets that serve needs we decide they have. With it, we gain a true understanding not of purchase behavior, but of hopes, dreams and fears. Beyond the product and category, we understand how a brand can help solve the tensions people live with and support what they live for. It helps us shape brands and products that have a purpose. Empathy is a business tool that can provide direction from the top down or from the bottom up. For example, in 2013, we helped Unilever turn empathy into a market research method. All 7,000 of the company's marketers now routinely converse with the people they serve, in their homes. The marketers get to know them in a way that's intimate and meaningful, and understand how Unilever's brands touch on essential aspects of life.
Via Edwin Rutsch
China has lifted its longtime ban on video game consoles, opening a lucrative new market for manufacturers including Sony, Nintendo and Microsoft. (Good news for Sony, Nintendo and Microsoft. China has lifted a 14-year-old ban on video game consoles.
Mark Gaskins's insight:
As gaming changes in the densly populated China, how will this impact Workforce 2020 Recruits?
With $50 million, ClearSlide will beef up analytics for salespeople CITEworld ClearSlide, the provider of services designed to help sales people better communicate with customers, just raised a whopping $50 million.
Strategic Approach to Global Human Resources Management & Employee Performance Appraisal. Bear in mind the primary objective of performance appraisal, i.e. To encourage and motivate the employees, not to mark their ...
HR Software Acquisitions Continue as Infor Buys PeopleAnswers Wall Street Journal (blog) The number of early-stage investments in human resources tech companies nearly doubled in 2013 to 43, according to a report by CB Insights.
Companies with stronger CX metrics programs are more likely to be customer experience leaders. We asked over 170 large companies about their use of customer experience (CX) metrics and compared their answers with similar studies from 2011 and 2012. We found that although companies view CX metrics as important, only 12% of respondents received at least “good” ratings in Temkin Group’s assessment.
- Seventy-three percent of CX metrics leaders have above average customer experience compared with only 45% of CX metrics laggards. - The two most widely used CX metrics are interaction satisfaction and likelihood to recommend. More than 80% of respondents use each of these metrics. - Customer service is the highest rated area of measurement across the customer lifecycle, an area that companies have steadily improved on since 2011 - More than 60% of companies think they do a good job collecting CX metrics on phone calls, but less than 30% feel that way about wireless devices and cross-channel interactions. - Only 30% of respondents think they do a good job measuring customer’s emotional response after an interaction, but that’s an increase from 25% in 2011. - Less than 30% of respondents think they are good at tying compensation to CX metrics and making trade-offs between financial and CX metrics. - Forty percent of companies review CX metrics more frequently than quarterly.
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