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Rescooped by Suzanne van der Merwe from New Customer - Passenger Experience
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What Extraordinary Experiences Should Be...

What Extraordinary Experiences Should Be... | Illinois Tutoring, LLC | Scoop.it
Brand expert Denise Lee Yohn defines what is customer experience and provides five articles on how to excel at customer experience.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 13, 2015 1:58 AM

Extraordinary customer experiences should:

 

1)   Be entertaining (ie Trader Joes)

2)   Be empathetic  (ie Virgin America)

3)   Engage the senses (ie Apple)

4)   Be executed with excellence (ie Chick-Fil-A)

5)   Embody the brand (ie IKEA)

 

"When you deliver on all five of these dimensions — these five “E’s” — you create customer experiences that are emotional, impactful, and memorable.  You create extraordinary #customer #experiences that help you win competitive battles and win customers over."

 

Following Denise Lee Yohn latest book on Extraordinary Customer Experiences, check her other articles for further insight:

 


  1. Five Ways to Win on Customer Experience (Forbes)
  2. A Great Customer Experience Isn’t Enough  (CX Journey)
  3. The Secret Behind Retail Customer Experience Success Is Brain Science (Roger Dooley)
  4. Retailers Can’t Rely on Holiday-Season Gimmicks Like They Used To (Harvard Business Review)
  5. The Experience Was Extraordinary Until the Housekeeper Started Yelling Down the Hallway (Phil Gerbyshak)
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What will your Customer Experience look like in 2016?

What will your Customer Experience look like in 2016? | Illinois Tutoring, LLC | Scoop.it

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Colin Taylor TRG's curator insight, December 22, 2015 7:25 AM

A good list of trends to watch for in 2016 #custserv #custexp #cctr

Amy Clark's curator insight, December 23, 2015 9:16 AM

Great insight!!

Andre Piazza's curator insight, December 26, 2015 3:21 PM

#CX advances into 2016

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How States Are Moving Toward ‘School Choice on Steroids’

How States Are Moving Toward ‘School Choice on Steroids’ | Illinois Tutoring, LLC | Scoop.it
New state programs allow students to opt out of their local schools part time and instead take online classes—many of them run by for-profit providers.  

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Keep the Change – a film short that explores autism

Keep the Change – a film short that explores autism | Illinois Tutoring, LLC | Scoop.it
KEEP THE CHANGE is an exciting film short from the filmmakers at Tangerine Entertainment.

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Autism Daily Newscast's curator insight, August 10, 2015 10:47 AM

a short #film about #autism

Stella Waterhouse's curator insight, August 11, 2015 4:54 AM

a short #film about #autism

Stella Waterhouse's curator insight, August 11, 2015 4:55 AM

a short #film about #autism

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Social Selling Statistics for 2015 - Infographic - Brainy Marketer

Social Selling Statistics for 2015 - Infographic - Brainy Marketer | Illinois Tutoring, LLC | Scoop.it
Social Selling Statistics for 2015 Infographic. How selling with Social Media will evolve and grow over the next 12 months.

 

http://www.brainymarketer.com/social-selling-statistics-2015-infographic/

 


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2015 #Digital #Marketing Trends

2015 #Digital #Marketing Trends | Illinois Tutoring, LLC | Scoop.it
The rise of the seamless transaction

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julilaami's comment, December 19, 2014 4:17 AM
wow such a great ideas
kamola's curator insight, December 20, 2014 7:03 PM

http://tasawk.com

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Still Adjusting to Millennials? Well, Get Ready for Generation Z

Still Adjusting to Millennials? Well, Get Ready for Generation Z | Illinois Tutoring, LLC | Scoop.it

As the Millennials populate the workforce, employers are looking at the next wave of employees – Generation Z.

Born after 1994, Gen Zs are different from their predecessors in a number of ways.


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donhornsby's curator insight, November 13, 2014 7:52 AM

“They witnessed homes being foreclosed, so they’re going to be savers, realistic about how things get done and how hard they’re going to have to work to get them done,” says Jim Link, Chief Human Resource Officer, Randstad North America. “Which will make them more open to new ideas and ways of doing things” and even less inclined to adapt to a hierarchical environment than Millennials.

 

From day one, Gen Zs are bumping up against a crowded field of “career-delayed” Millennials and plenty of older workers who themselves have had career setbacks and are now competing with younger workers for entry-level jobs. However, as long as Gen Zs have the same chance to succeed as everyone else, all will be well with them.

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10 Questions Great Leaders Ask Their Teams"

10 Questions Great Leaders Ask Their Teams" | Illinois Tutoring, LLC | Scoop.it

How often do you sit down and really communicate with each member of your team? 


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donhornsby's curator insight, November 10, 2014 8:43 AM

There are perhaps many good questions leaders ask of their teammates each and every day. The starter list above could easily be replaced with ten others. These ten, however, represent the ten that have served me well over the last eighteen years as a senior leader. They solicit open conversation, deter quick “yes/no” responses, and maintain meaningful communication channels with the team. 

John Michel's curator insight, November 10, 2014 12:54 PM

The ability to ask great questions is a critically important skill for leaders. Questions determine the answer, and the course of a conversation. The moment a question is asked, the entire course of events can change. A well worded question is truly THAT powerful.

Charlotte Hitchcock's curator insight, November 11, 2014 6:50 AM

Communication, so different from talking to or at. 

It speaks of engagement 

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | Illinois Tutoring, LLC | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 26, 2014 4:46 PM

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

Michael Allenberg's curator insight, October 29, 2014 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…

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B.L. Ochman's curator insight, October 19, 2014 8:17 PM

reading the book. get it!

QuickTapSurvey's curator insight, October 24, 2014 9:14 AM

The beautiful basics of how Google works! 

Rescooped by Suzanne van der Merwe from Social Media, SEO, Mobile, Digital Marketing
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12 Free Tools To Help With Social Media

12 Free Tools To Help With Social Media | Illinois Tutoring, LLC | Scoop.it

there are a plethora of free tools designed to give your Facebook, Twitter, or LinkedIn account a little something extra. Here are 12 100% free social media tools that help manage, monitor, or develop content – in no particular order.


Via Kamal Bennani
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Marianne Naughton's curator insight, October 4, 2014 1:02 PM

Tools for social media

Robert M. Crawford's curator insight, October 5, 2014 9:01 AM

Just what I need to assist my company's exposure as RMCO MUSIC is a varied entity that deals with many areas within the music business including all aspects of  music production such as songwriting/composing, producing, recording, & engineering, as a guitarist, arranger, & vocalist. Also working in music event management as a live sound engineer, stage manager, & consultant, 

Evelyne Phiane's curator insight, October 5, 2014 12:02 PM

tools 

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5 Signs You Might be a Loser on LinkedIn | The Savvy Intern by YouTern

5 Signs You Might be a Loser on LinkedIn | The Savvy Intern by YouTern | Illinois Tutoring, LLC | Scoop.it
In stark contrast to Twitter and Facebook, LinkedIn members have developed ways to communicate with each other. As the platform has evolved, some...

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Steve Cassady's curator insight, September 27, 2014 2:37 AM

Avoid these mistakes on Linkedin:

1.  Send default connection request

2.  Say you are a friend when you are not

3.  Use of cliches and buzzwords

4.  You leave your profile unifinished

5. You leave your professional reputation to chance

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Kids With Autism See Big Gains With Tablets - Disability Scoop

Kids With Autism See Big Gains With Tablets - Disability Scoop | Illinois Tutoring, LLC | Scoop.it
Even with intervention, many children with autism continue to struggle with communication, but new research suggests that using iPads and other tablets can help

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Danielle M. Villegas's curator insight, September 11, 2014 2:12 PM

Here's a feel-good article! I have seen how both tablets, laptops, and even handhelds like smartphones or iPods have been helpful for my own autistic son. I wish some of this technology had come out sooner! It's so good to see that there's some actual data to back the concept that these are invaluable tools for autistic kids, and for those with communications disabilities in general. 

--techcommgeekmom

Merja Saarela's curator insight, September 13, 2014 7:17 AM

I believe this is very good news for many parents struggling with communication challenges of their autistic child. Reserch results show remarkable progress especially with communication skills. So playing with the tablet seems to be very helpful for these children and their families.

Jorge Luiz Sousa Rego's curator insight, September 14, 2014 12:41 PM

M-learning, E-Learning, and Technical Communications

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What's Next In Mobile Technology?

What's Next In Mobile Technology? | Illinois Tutoring, LLC | Scoop.it

We’re now coming up to 9 years since the launch of the iPhone kicked off
the smartphone revolution, and some of the first phases are over - Apple
and Google both won the platform war, mostly, Facebook made the transition,
mostly, and it’s now perfectly clear that mobile is the future of
technology and of the internet. But within that, there's a huge range of
different themes and issues, many of which are still pretty unsettled. 

In this post, I outline what I think are the 16 topics to think about
within the current generation, and then link to the things I’ve written
about them. In January, I’ll dig into some of the themes for the future -
VR, AR, drones and AI, but this is where we are today. 

See here to listen to the podcast we did around this. 

 

1: Mobile is the new central ecosystem of tech

Each new generation of technology - each new ecosystem - is a step change
in scale, and that new scale makes it the centre of innovation and
investment in hardware, software and company creation. The mobile
ecosystem, now, is heading towards perhaps 10x the scale of the PC
industry, and mobile is not just a new thing or a big thing, but that new
generation, whose scale makes it the new centre of gravity of the tech
industry. Almost everything else will orbit around it. 

The smartphone is the new sun

Resetting the score

 

2: Mobile is the internet

We should stop talking about ‘mobile’ internet and ‘desktop’ internet - 
it’s like talking about ‘colour’ TV, as opposed to black and white TV. We
have a mental mode, left over from feature phones, that ‘mobile’ means
limited devices that are only used walking around. But actually,
smartphones are mostly used when you’re sitting down next to a laptop, not
‘mobile’, and their capabilities make them much more sophisticated as
internet platforms than PC. Really, it’s the PC that has the limited,
cut-down version of the internet. 

Forget about the mobile internet

Mobile first

What would you miss?

 

3: Mobile isn’t about small screens and PCs aren’t about keyboards - mobile
means an ecosystem and that ecosystem will swallow ‘PCs’

When we say 'mobile' we don't mean mobile, just as when we said 'PCs' we
didn't mean ‘personal’. ‘Mobile’ isn't about the screen size or keyboard or
location or use. Rather, the ecosystem of ARM, iOS and Android, with 10x
the scale of ‘Wintel’, will become the new centre of gravity throughout
computing. This means that ‘mobile’ devices will take over more and more of
what we use ‘PCs’ for, gaining larger screens and keyboards, sometimes, and
more and more powerful software, all driven by the irresistible force of a
much larger ecosystem, which will suck in all of the investment and
innovation. 

Mobile, ecosystems and the death of PCs

 

4: The future of productivity

Will you always need a mouse and keyboard and Excel or Powerpoint for ‘real
work’? Probably not - those will linger on for a long time for tens of
millions of core users, but not the other billions - computing and
productivity has changed radically before and will change again. Big
screens will last, for some, and maybe keyboards, for some, but all the
software will change. It will move to the cloud, and onto mobile devices
(with large or small screens), and be reshaped by them. The core question -
is typing, or making presentations, actually your job, or just a tool you
use to get your actual job done? What matters is the connective tissue of a
company - the verbs that move things along. Those can be done in new ways. 

Office, messaging and verbs

Podcast: Slack

Tablets, PCs and Office

 

5: Microsoft's capitulation

Microsoft missed the shift to the new platform. Xbox is non-core, Windows
Mobile is on life support, Windows 10 is a good prop for the legacy
business that can slow but not prevent this change, and Satya Nadella has
explicitly stated that the decades-old strategy of ‘Windows Everywhere’ -
of trying to be the universal platform - is over. That doesn’t remotely
mean that Microsoft is dead, but it has to work out how to use the cash and
market position of the legacy monopolies to help it build new businesses.
That’s a big change from the past, where everything was about building
Windows and Office. But it’s not quite clear what those new businesses will
look like - Microsoft has to try to reinvent the connective tissue of the
enterprise. 

Microsoft, capitulation and the end of Windows Everywhere

 

6: Apple & Google both won, but it’s complicated

The mobile generation is unusual in that we seem to have two winners - both
Apple and Google won, in different ways. Conventionally, the bigger
ecosystem wins and sucks all activity into its orbit, but Apple’s ecosystem
has perhaps 800m active users, far larger than in previous generations, and
has perhaps half of global mobile browsing and two thirds or more of app
store revenue (a good proxy for overall economic activity). Android has
more users but Apple has more of the ‘best’ users (from a developers’
perspective). 

Indeed, one can also ask whether Google rather than Apple has a problem -
Google’s existential need is reach, and both iOS and Android give it reach,
but the reach it has on iOS is limited by what Apple will allow. And less
than a quarter of iPhone users have bothered to install Google Maps. 
Conversely, Apple’s weakness in cloud services and AI may end up becoming
an equivalent strategic problem over time. 

Ecosystem Maths

How many ecosystems?

What does Google need in mobile?

 

7: Search and discovery

The internet makes it possible to get anything you've ever heard of but
also makes it impossible to have heard of everything. It allows anyone to
be heard, but how do people hear of you? We started with browsing, and that
didn’t scale to the internet, and then we moved to search, but search can
only give you what you already knew you wanted. In the past, print and
retail showed us what there was but also gave us a filter - now both the
filter and the demand generation are gone. So, who has the traffic, and
where do they send it? How do AI, or discovery, or the platforms themselves
fit into this?  How much curation, and where? How do you get users?

Search, discovery and marketing

Google Now, Maps and Apple Music

Platforms, distribution and audience

Bay Area problems

Mobile is not a neutral platform

 

8: Apps and the web

There's an involved, technical and (for people like me) fascinating
conversation in tech about smartphone apps and the web - what can each do,
how discovery works, how they interplay, what Google plans with Chrome,
whether the web will take over as the dominant form and so on. But for an
actual brand, developer or publisher wondering if they should do an app or
a website, the calculation is much simpler and less technical: ‘Do people
want to put your icon on their home screen?’ 

Apps versus the web

 

9: Post Netscape, post PageRank, looking for the next run-time

For 15 years the internet was a monolith: web browser + mouse + keyboard.
There were other options, but for most normal consumers the web and the
internet were practically the same thing. The smartphone broke that apart,
but we haven’t settled on a new model. Competition between Apple and
Google, with Facebook trying to butt in, plus all the unrealised
possibilities of a new medium, means the interaction models of mobile keep
changing. Really, we’re looking for a new run-time - a new way, after the
web and native apps, to build services. That might be Siri or Now or
messaging or maps or notifications or something else again. But the
underlying aim is to construct a new search and discovery model - a new
way, different to the web or app stores, to get users.  

Apps versus the web

App unbundling, search and discovery

Mobile is not a neutral platform

 

10: Messaging as a platform, and a way to get customers. 

A big part of this hunt for a new runtime, and a new discovery layer, is
messaging. Facebook almost built this on the desktop and WeChat has managed
to build it on mobile in China. By turning messaging into a development
environment, you create an alternative to the web or the app store, but
without the binary installation problem of apps (‘is it installed or not?’)
and with your own new discovery and user acquisition platform. An important
strand of this is unbundling services - you unbundle content from apps into
messaging (or notifications) and you also unbundle messages from websites
(via email or apps) into your messaging platform, turning it into the new
connective tissue of your phone. At least, that’s the idea. 

Facebook and a few others want to do this outside China, but haven’t
managed yet (and building layers onto the OS is tough for anyone other than
the OS owner), and Apple and Google are also pondering how to take this
forward. 

Messaging and mobile platforms

Podcast: messaging and mobile platforms

WhatsApp sails past SMS, but where does messaging go next?

See also this primer on WeChat from my colleague Connie Chan

 

11: The unclear future of Android and the OEM world

Android won the handset market outside of Apple, but it’s not quite clear
what that means. Attempts to make a straight ‘fork’ of Android (e.g. Kindle
Fire) fail on lack of access to Google’s services, but that doesn’t mean
no-one can create a mostly non-Google experience - this is what Xiaomi and
its imitators are doing and why Cyanogen is enabling as well.  And this
matters, because the OS, more and more, is a route to discovery of services
- if you control the OS you can shape what people do, far more than you
could on the desktop web.. 

Amazon and Android forks

Why do we care about Xiaomi?

Android taxonomies

 

12: Internet of Things

Our grandparents could have told you how many electric motors they owned -
there was one in the car, one in the fridge and so on, and they owned maybe
a dozen. In the same way, we know roughly how many devices we own with a
network connection, and, again, our children won’t. Many of those uses
cases will seem silly to us, just as our grandparents would laugh at the
idea of a button to lower a car window, but the sheer range and cheapness
of sensors and components, mostly coming out of the smartphone supply
chain, will make them ubiquitous and invisible - we’ll forget about them
just as we’ve forgotten about electric motors. 

This means, I think, that talk of standards for IoT misses the point -
‘connected to a network’ is no more a category’ than ‘contains a motor’,
and there will be many different platforms and standards. More important is
the fact that, especially in the enterprise, this explosion in sensors
means an explosion in data - we’ll know far more about far more, and that
allows fundamental system redesign. 

The internet of things

The home and the mobile supply chain

The industrial internet

 

13: Cars

The move to electric and the move (if and when) to autonomous, self-driving
cars fundamentally change what a car is, but also what the whole automotive
system might look like. Electricity changes the mechanical complexity of
cars and hence changes who might build them and what they might look like.
Autonomy and on-demand services change who buys them, meaning the buying
criteria will be different. But they could also change the urban landscape
just as much as cars themselves did - what do mass-market retail or
restaurants look like if no-one needs to park?

Ways to think about cars

Podcast: ways to think about cars

 

14: TV and the living room

The tech industry spent a quarter-century trying to get to the TV set to
take it online - that was going to be the mass-market computer. Now it
looks like this might finally be happening, but it’s almost a side-show -
Microsoft declares Xbox is no longer a strategic asset, TVs are accessories
to the smartphone, and it’s the smartphone, not the TV or PC, that
delivered the computing revolution and took computing into the living
room. 

TV, mobile and the living room

Notes on TV

 

15: Watches

Watches are maybe the most puzzling satellite in the smartphone solar
system. In theory they should be everything - the aim of every scifi
fantasy - yet today it’s easy to dismiss them as pointless toys. To me,
they’re an accessory - a useful and pleasing adjunct to your smartphone,
but they’re still very early. 

How is the Apple Watch doing? 

Why is Apple making a gold watch?

Ways to think about watches

 

16: Finally, we are not our users

The future is unevenly distributed, but so is understanding and interest in
it. In the tech industry we’re comfortable living with the latest things
and presume that everyone else does. But really, these services are
accessories and enablers of people’s lives, and they look at them
differently for what they can do for them. So most iPhone users don’t use
Google Maps, most people don’t use a calendar at all, and audio cassettes
are making a comeback, as normal people take ownership of the tech in their
lives and shape it to their needs. 


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Craig Broadbent's curator insight, December 30, 2015 11:54 PM

Interesting look at the future!

Tony Guzman's curator insight, December 31, 2015 11:08 AM

This is a good article sharing the author's take on where we are today in mobile technology. Agree or disagree?

Farid Mheir's curator insight, January 6, 9:36 AM

No surprise but great list of reference reading for the new year.

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Children with autism aren’t necessarily visual learners

Children with autism aren’t necessarily visual learners | Illinois Tutoring, LLC | Scoop.it
Children with autism are often described as “visual learners” and said to “think in pictures”. Accordingly, teachers and therapists routinely prescribe picture-based communication systems in an effort to support their learning.

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Autism Daily Newscast's curator insight, August 19, 2015 6:44 AM

Interesting #autism study that is getting a lot of reads and shares. 

Stella Waterhouse's curator insight, August 21, 2015 1:52 PM

All children are individual - don't treat them all the same.

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Teens meeting more friends online than in the flesh - study

Teens meeting more friends online than in the flesh - study | Illinois Tutoring, LLC | Scoop.it
The online world is where it's at for teens looking to make friends. - New Zealand Herald

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Lon Woodbury's curator insight, August 8, 2015 1:29 AM

Is this expanding your circle of friends and includes more diverse friendships?  Or, broader circle of friends that have less depth? -Lon

Mark E. Deschaine, PhD's curator insight, August 8, 2015 4:54 PM

Is this expanding your circle of friends and includes more diverse friendships?  Or, broader circle of friends that have less depth? -Lon

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Get off the couch, teens: Exercise could help reduce diabetes risk

Get off the couch, teens: Exercise could help reduce diabetes risk | Illinois Tutoring, LLC | Scoop.it
Carrying out exercise during the early teenage years could reduce a child's risk of developing diabetes later in life, UK health experts say. - New Zealand Herald

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LinkedIn Rolls Out A Simplified Homepage With Analytics And News Feed Front And Center

LinkedIn Rolls Out A Simplified Homepage With Analytics And News Feed Front And Center | Illinois Tutoring, LLC | Scoop.it
LinkedIn, the social network for the working world, today gets around 198 million monthly unique visitors globally to linkedin.com spending on average 4.6..

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Steve Cassady's curator insight, December 12, 2014 7:54 PM

More changes to come to Linkedin Home Pages.  Looks like everyone will eventually have different ones based on how you use the service.

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10 Behaviors That Could Kill Your Career

10 Behaviors That Could Kill Your Career | Illinois Tutoring, LLC | Scoop.it

Careers rarely follow a smooth, linear trajectory. If you’re experiencing a stalled or faltering career — and most of us do at some point or another — take a good look in the mirror. 


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donhornsby's curator insight, November 10, 2014 8:28 AM

Are you guilty of exhibiting any of these common behaviors?

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Listen Up, Leaders: We Are All Millennials

Listen Up, Leaders: We Are All Millennials | Illinois Tutoring, LLC | Scoop.it

No doubt, Generation Y is poised to make a big impact on the world of work.  But are the supposed differences of the most tech-savvy generation in history all they are cracked up to be? Even more importantly, how will generational differences play out when it comes to leadership development, workplace culture and recruiting?


Via Kevin Watson, donhornsby
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donhornsby's curator insight, November 14, 2014 9:24 AM

(From the article): Generation Us is entering the workplace in a big way.  We have the power to change the way we work, for the better.  Our tech and digital skills will help us deal with a world that is more global, diverse, and fast-changing than ever before.  We must embrace change, technology, and more disruption because that’s where the future is going, in a hurry.

Rescooped by Suzanne van der Merwe from Illinois Tutoring, LLC
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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | Illinois Tutoring, LLC | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.

Via Eric_Determined / Eric Silverstein, Suzanne van der Merwe
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Eric_Determined / Eric Silverstein's curator insight, October 26, 2014 4:46 PM

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

Michael Allenberg's curator insight, October 29, 2014 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

Rescooped by Suzanne van der Merwe from eParenting and Parenting in the 21st Century
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Homework: An unnecessary evil? … Surprising findings from new research

Homework: An unnecessary evil? … Surprising findings from new research | Illinois Tutoring, LLC | Scoop.it
A new study on the academic effects of homework offers not only some intriguing results but also a lesson on how to read a study -- and a reminder of the importance of doing just that: reading studies (carefully) rather than relying on summaries by journalists or even by the researchers themselves. Alfie Kohn explains.

Via Peter Mellow
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Ivon Prefontaine's curator insight, October 21, 2014 9:54 PM

I found that unless parents could help (not do) with the homework assigning it was counter-productive. Quite often, I would ask students to have a conversation with parents about a social issue or something of that nature.

 

 @ivon_ehd1

Bibiana Vargas's curator insight, October 23, 2014 7:17 AM

Son los deberes realmente necesarios?  En esta pieza publicada en el Washington Post la evidencia muestra que no existe relación ninguna entre los resultados (notas) que obtienen los alumnos que hacen trabajos fuera del entorno escolar y los queno, y si existe es bastante modesta.  Lo que nos ahorraríamos en tiempo, esfuerzo y frustración no tendría precio!  ¿Será qué los deberes diarios pueden ser cosa del pasado?  

Rescooped by Suzanne van der Merwe from Using Linkedin Wisely
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10 Point Recipe For LinkedIn Success - Simplicity

10 Point Recipe For LinkedIn Success - Simplicity | Illinois Tutoring, LLC | Scoop.it
Want more business ? Here's a 10 Point Recipe For LinkedIn Success, all the steps you need for a B2B strategy on LinkedIn

Via Steve Cassady
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Steve Cassady's curator insight, October 3, 2014 9:26 PM

10 Solid Points to build a successful Linkedin Presence.

Rescooped by Suzanne van der Merwe from New Customer - Passenger Experience
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5 Creative #Marketing Campaigns

5 Creative #Marketing Campaigns | Illinois Tutoring, LLC | Scoop.it
Omaginarium's Monday Marketing Master review, featuring the top 5 most creative marketing campaigns in recent years

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 28, 2014 7:10 PM

As we are about to start a new week, here are 5 creative #marketing campaigns share by Suzen.


These are great examples addressing:


- Customer pain points

- Leveraging #social #media channels

- Content marketing

- Product 

- Community & Goodwill 


All focused on engaging customers and delivering outstanding #customer #experiences


Which one is your favorite?

Rescooped by Suzanne van der Merwe from eParenting and Parenting in the 21st Century
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Parents: 19 Meaningful Questions You Should Ask Your Child's Teacher

Parents: 19 Meaningful Questions You Should Ask Your Child's Teacher | Illinois Tutoring, LLC | Scoop.it
Forget about all the vague, superficial information out there. Edutopia blogger Terry Heick cuts to the chase with 19 meaningful questions parents can ask their children's teachers at the beginning of the school year.

Via Peter Mellow
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