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Rescooped by Koen Vanderhoydonk from Customer Experience | The How not the Why
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Customer Experience Drives Loyalty and the Bottom Line

Customer Experience Drives Loyalty and the Bottom Line | Sales & Relationship Management | Scoop.it

"Price will always be important in a customer’s purchase decision, but “outstanding service” is the number one reason customers do business with a company."

 

"The experience you provide your customers is your brand. You might think to yourself, “Hey, I’ve only lost two customers in the last three years. Overall, my customers are satisfied with my service.”

 

 

"Typically, technical service customers aren’t prone to leave—but does that mean you have a happy customer, a good reputation – or both? Does that mean your customer would refer you to other companies? Don’t bank on it. Just because a customer stays, doesn’t mean they’re happy. - Malcom Carlaw"

 

Malcom tells a story about a company where the CEO actually cut off part of the company from "talking" with customers. His conclusion, even if the price of an alternative is higher, seek another vendor with comparable capabilities.

 

He also discusses unhappy customers who continue to hang around until an alternative is found and the symptoms they exhibit. Even if you have not lost customers, it is worthwhile to review your customer base to see if any of these symptoms are showing up in various ways.

 

On the other end of the spectrum of unhappy customers are those who are loyal. As Malcom says, these are the ones you want to keep. They bring you referals, want to do more business with your company and will pay higher prices for the exceptional customer service you offer.

http://fonolo.com/blog/2012/08/customer-experience-management


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Rescooped by Koen Vanderhoydonk from Business Improvement
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Three (Incredibly Simple) Questions The Most Successful People Use To Change The World

Three (Incredibly Simple) Questions The Most Successful People Use To Change The World | Sales & Relationship Management | Scoop.it

The art of asking the right questions sits behind every successful business person, and often it is the simplest of questions, that can deliver the best results.

 

Even more relevant to success in business or life, are the questions you ask yourself, especially if the answers to those questions lead to actions you will immediately take to move you forward.

 

This excellent article, discusses a winning formula used by successful leaders, and it shares the three key questions they ask when they want to see change.

 

 


Via Daniel Watson
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Rescooped by Koen Vanderhoydonk from Social-Business-Marketing
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Seven Steps To Building A Better Listening Program

Seven Steps To Building A Better Listening Program | Sales & Relationship Management | Scoop.it

I do not think I have seen anyone run any kind of correlation between the explosion of social media and the subsequent explosion of social media listening...

How do you turn your existing listening program into something that offers much more value to your organization?

1.       Think toolbox, not tool – There is not a data capture tool on the market today that will serve all of your needs. Listening tools are powerful, to be sure, but they do not capture everything. Think about what combination of tools — customer service, web analytics, search analytics, conversation analytics — you need to be successful.

2.       Develop a social intelligence supply chain – Using the toolbox above, how do you route and display information within the organization? This is a critical step that is most often overlooked.

3.       Institutionalize standard metrics and models – Presenting the same metrics and using the same approach to data gathering is essential to delivering actionable insights and ensuring overall credibility.

4.       Determine the right reporting cadence – There are different models for different audiences. For example, if you are presenting to an executive audience then it makes the most sense to roll up data every quarter. If you are using the data for real-time content, though, it may make more sense to present findings every week.

5.       Using analysts to hand code data – While the tools are becoming more sophisticated, nothing yet replaces the analyst who understands the business and the tools.

6.       Protocols for crises – If you are familiar with your issues, know what drives share of conversation, know who the influencers are, know who you would talk to in crisis, know the top search words people use then you are in good shape. Do you know all of those?

7.       Build a team who understands the business – This goes hand-in-hand with #5, but having analysts who understand the tools and the business is absolutely essential. It’s the only way you will develop actionable insights.

 

These are the primary building blocks to building an effective social media listening program at your organization.

 

See more in Chuck's Presentation "Turning Listening Into An Organizational Advantage" [PDF] http://bit.ly/SLVAq2

 

By Chuck Hemann. http://bit.ly/Ryhlif

Source.  http://bit.ly/RcN3ir



Via maxOz
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maxOz's comment, August 22, 2012 6:34 AM
Alessio Thank You So Much For Sharing xxx
maxOz's comment, August 25, 2012 9:06 AM
Mithu Thank You Very Much, Have A Good Weekend x Michele
Rescooped by Koen Vanderhoydonk from Business Improvement
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Does Your Organization ASPIRE?

Does Your Organization ASPIRE? | Sales & Relationship Management | Scoop.it

As a business owner, you dream of achieving sustained high levels of productivity, profitability and employee satisfaction, and you understand the profits that the achievement of such dreams can deliver to your business.

 

What you may not know, is that research has shown that it is possible to achieve such dreams, if you emulate the traits of highly successful businesses.

 

This excellent article, introduces the ASPIRE model for achieving greatness in business, and it identifies six common traits exhibited by highly successful businesses.


Via The People Development Network, David Hain, Warren Norton, Daniel Watson
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Rescooped by Koen Vanderhoydonk from Curation, Social Business and Beyond
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7 Ways to Find, Engage & Leverage Powerful Influencers

7 Ways to Find, Engage & Leverage Powerful Influencers | Sales & Relationship Management | Scoop.it

This piece was written by Belinda Stinson for Jeff Bullas's blog

 

Jan Gordon: My commentary

 

This is one of the suggestions that was mentioned in tis article but I can't stress this enough, it should be #1

 

After you've discovered who the right influencers are, always look for ways you can sincerely contribute to them that is meaningful, then find ways to leverage the relationship and make it a win/win for both of you. 

 

Intro:

 

 "if you want to grow your business, you need to know who the influencers are in your field, learn from their expertise and build a productive professional relationship with them".

 

Why leverage influencers?:

 

"Influencers are hubs of information, they have many followers who respect their recommendations and opionions and being featured by them sends a powerful amount of targeted traffic your way - It's good old fashioned word of mouth recommendations on steriods"


Here are a few ways to discover influencers that I personally do myself:


**Twitter Lists - Twitter is a great untapped resource for finding influencers and keep track of what they are posting


**Groups and Forums - These are valuable sources of information.


**Podcasts and webinars - This is a great way to find key influencers - whether it's through interviews, presentations, information products of their own or curated information by others


Here are a few ways to build relationships that I've found very effective in finding influencers in my industry:

 

**Connect through the social media platforms they use

 

**Share the posts that are of value to your audience, retweet & quote their content, share, comment and like their Facebook posts

 

**Help promote what they are involved with, including charity causes, seminars, conferences, publiations and promotions

 

Selected by Jan Gordon covering, "Curation, Social Business and Beyond"

 

See full articles here: [bit.ly/Nw9xqY]


Via janlgordon
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Sterling Dee's comment, August 18, 2012 10:28 PM
you write the best summaries/commentaries, Jan!
janlgordon's comment, August 19, 2012 1:11 AM
Thank you so much Sterling, I really appreciate your feedback!
Rescooped by Koen Vanderhoydonk from Extreme Social
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5 Ways to Get More Social Media Shares

5 Ways to Get More Social Media Shares | Sales & Relationship Management | Scoop.it
Do you want to know 5 ways you can share your posts to get viral traffic? Read more to know about it.

Via Rami Kantari
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Rescooped by Koen Vanderhoydonk from Small Business Issues
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9 Brilliant Inventions Made by Mistake

9 Brilliant Inventions Made by Mistake | Sales & Relationship Management | Scoop.it
Without a sloppy scientist, a creative Navy officer's wife, and a hasty sanatorium chef, we might not have penicillin, the Slinky, or Wheaties today.

Via Steve Cassady
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Effective Leaders know how well they lead their teams. If you don’t, here are 5 actions to find out.

A recent email from a client provides a great case study and highlights how we can be uncertain how well we lead and what we can do about it. James founded his marketing business 10 years ago and i...

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Rescooped by Koen Vanderhoydonk from Social-Business-Marketing
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Without A Strategy, There Is No ROI

Without A Strategy, There Is No ROI | Sales & Relationship Management | Scoop.it

The bottom line – when you create channels and get to strategy later, your site is more likely to fail.

"By giving yourself no real direction or the accountability of a strategy, your channel has a high probability of dying a very public death, joined possibly by a hallow Twitter egg, months or years of inactivity, and, oh yeah, the company name."

 

Social media channels cannot be started as tests. Even though there is a low barrier of entry to create these channels, they are still living, breathing examples of your company and its reputation. 

Clear objectives and measureable goals must be outlined from the onset.

 

Without a strategy, there can be no ROI.  

Hence, the return must be defined through objectives and ultimately development of strategy.

 

Looking at the following 5W’s + How…

 

Who: Identify and target the people you are trying to reach

What: Learn what are they saying and what is important to them.

When: Determine how often are they engaging and when to engage in real-time and at the right time.

Where: Discover the networks, communities, and technologies that facilitate conversations as you design a “build and/or join” approach.

Why: Define why we should engage, why customers will value our engagement, and why this makes business sense for us based on our objectives and goals.

How: Develop a strategy that communicates how you will add value to the community, the bottom line, and the technologies and channels that will enable engagement and desired outcomes.

 

By Danna Vetter. http://bit.ly/Nr1ikl

Source. http://bit.ly/TGkD09


Via maxOz
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maxOz's comment, August 16, 2012 8:24 PM
Thank You Alessio for Sharing x
maxOz's comment, August 17, 2012 7:22 AM
Mertens Thanks For Sharing, Michele
maxOz's comment, August 22, 2012 4:18 AM
Sacha Thank You For Sharing Cheers Michele
Rescooped by Koen Vanderhoydonk from MarketingHits
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7 Reasons Storytelling is Important for Branded Content

Stories and the art of storytelling play a major role in content marketing today. Not all brands realize the importance of unearthing their core story and learning to tell stories in ways that endear new fans and motivate advocates. In case you need even more reason to learn to weave an effective narrative throughout your marketing efforts, here are seven reasons storytelling is important for branded content.

 

Thanks to fellow curator Giuseppe Mauriello for sending me this! It's perfect for a mid-week pick-me-up.

 

This post is quick and easy to digest -- because you can get all the messages by viewing the photos. What a great example of using visuals in a blog post to create easy to scan, more compelling and enjoyable content.

 

Have a delightful read and day!

 

This review was written by Karen Dietz for her curated content on business storytelling at www.scoop.it/t/just-story-it ;


Via Karen Dietz, Brian Yanish - MarketingHits.com
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Rescooped by Koen Vanderhoydonk from Marketing Strategy and Business
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10 Secrets to Producing a Video that Drives Results

10 Secrets to Producing a Video that Drives Results | Sales & Relationship Management | Scoop.it

Excerpted from article:

"Anyone can create a video and post it online, but creating an effective video that drives action is more science than art.

 

Here are 10 secrets to producing a video that sells.

 

1. Start with your potential customer’s pain point:

Think about what your product or service can do to help your customers solve their problems, no matter how small or large they may be.

 

2. Present your solution:

After you have engaged viewers with your story, present the solution to them in a simple way that helps them fully understand the results your product or service has to offer.

 

3. Demonstrate your solution:

Give your customers a visual tour of how your product or service will solve their problems using screenshots and product photos.

 

4. Present a call to action:

If you want them to sign up for your mailing list, register for a customized online demo, call your sales line, or go to your product’s purchase page, incorporate that message into your video.

 

5. Keep it short and sweet.

 

6. Introduce your company in the first 30-seconds.

 

7. Use clear, crisp visuals:

Try incorporating stock images and/or video from websites like istockphoto.com or stock animation sequences from sites like videohive.net when needed.

Also, don’t forget about your video’s setting.

 

8. Add a professional voiceover:

There is nothing worse than bad audio – it can make even the best video seem amateur and unprofessional. If your voice doesn’t make the cut, try voices.com where you can find professional voiceover talent for your video content.

 

9. Create a soundtrack:

Find plenty of royalty-free options online using sources like audiojungle.net, premiumbeat.com, and ibaudio.com.

 

10. Don’t be afraid to be funny:

Adding humor to your video will help them see the human side of your business..."

 

 

Read full original article here:

http://www.convinceandconvert.com/video-marketing/10-secrets-to-producing-a-video-that-drives-results/


Via Giuseppe Mauriello
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Rescooped by Koen Vanderhoydonk from Toastmasters News
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Afraid to Speak? try Toastmasters

Afraid to Speak? try Toastmasters | Sales & Relationship Management | Scoop.it
Four years ago I was in the midst of the dreaded and rejoiced annual review at work. I needed to identify my goals for the next year. One of them was... (RT @Toastmasters: Great article from member, Emily Baine, ACB: "Afriad to Speak?

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[eBook] Powerful Customer Relationship Management For Small Business

[eBook] Powerful Customer Relationship Management For Small Business | Sales & Relationship Management | Scoop.it
Don´t miss our new eBook about powerful customer relationship management! It is free to access and provides you with expert advice around CRM.
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Mobile marketing infographic 91% of mobile Internet access is to socialize, compared to 79% on desktops

Mobile marketing infographic 91% of mobile Internet access is to socialize, compared to 79% on desktops | Sales & Relationship Management | Scoop.it

Good folks of Microsoft Tag prepared a neat infographic to illustrate the world of mobile marketing and why this (mobile) channel is getting so much important. Here are the highlights:

 

Of the world’s 4 billion mobile phones in use, 1.08 billion (27%) are smartphones and 3.05 billion (75%) are SMS enabled. By 2014, mobile Internet should take over desktop Internet usage.

 

86% of mobile Internet users are using their devices while watching TV.

 

29% of mobile users are open to scanning a mobile tag to get coupons.91% of mobile Internet access is to socialize, compared to 79% on desktops.

 

People use their mobile phones for Games (61%), weather (55%), maps/search (50%), social networking (49%), music (42%), news (36%), entertainment (33%), dining (25%), video (21%).

 

Over 1/3 of Facebook’s 600 million+ user base uses Facebook Mobile. Twitter has 165 million users – 50% of them use Twitter Mobile.More than 200 million YouTube views occur on mobile devices per day.
Via Brian Yanish - MarketingHits.com
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Rescooped by Koen Vanderhoydonk from EPIC Infographic
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Photos Drive The Most Engagement on Facebook [INFOGRAPHIC]

Photos Drive The Most Engagement on Facebook [INFOGRAPHIC] | Sales & Relationship Management | Scoop.it

According to a new infographic from global communications company M Booth and media measurement and analytics company Simply Measured, visual content is not only taking the online world by storm; it’s also driving engagement!

 

Here are some highlighted stats from the infographic that make the case:

 

On Facebook, videos are shared 12X more than links and text posts combined.
On Facebook, photos are liked 2X more than text updates.
42% of all Tumblr posts are photos. On YouTube, 100 million users are taking a social action on videos every week. Photo and video posts on Pinterest are referring more traffic than Twitter, StumbleUpon, LinkedIn, and Google+.


Via Jonha Richman
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Vinyl Hacks's comment, September 25, 2012 1:04 AM
Thanks for this! Inforgraphics rock!
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Top 10 Must Dos for Loyalty Programs - Chief Marketer

Top 10 Must Dos for Loyalty ProgramsChief MarketerOver the last year or so that I have spent covering loyalty programs as one of my beats, there has been lots of advice, case studies, how tos and tips from both brand and agency experts on how to...
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Building an emotional bank account to improve customer retention | Beyond Philosophy

Building an emotional bank account to improve customer retention | Beyond Philosophy | Sales & Relationship Management | Scoop.it
I had the great honor of meeting and presenting on the same stage as Steven Covey on a few occasions. It was with great sadness I discovered he recently died. His ‘Seven Habits of Highly Effective People’ was the bedrock of my career.
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A Quick Guide To Naming Your Business

A Quick Guide To Naming Your Business | Sales & Relationship Management | Scoop.it
How to decide what your business name should say about you and your company.

The first thing to remember when naming something is not to rely too heavily on another's advice.

Don't forget about the law and conduct a legal name search. The last thing you want is to hit it big, then be forced to change your name because a tiny company has the same name and wants $100 million from you for the rights to it.

Start by sitting down and making a list of what you want your name to stand for in the mind of the consumer. Your name should reflect your name and your positioning.

You must decide what you want your name to imply. It's usually the first thing your prospects learn about you. Here are some of the things your name can tell your prospects about you:

Quick The best Convenient Highest quality Experienced Fun Outrageous Reliable Inexpensive Guaranteed Recommended Honest Dangerous Unique

Eight Simple Rules for Choosing a Business Name

1. Your name should have a positive ring. 

Avoid anything negative. Your name should make people enthusiastic and optimistic
2. Avoid difficult names. 

If people have trouble pronouncing it or spelling it, they won't remember it
3. Make your name unique. 

You don't want people confusing you with a business that already exists, especially if it's one with a poor reputation.
4. Don't use a name that will limit you down the road. 
5. Use a descriptive name, such as Jiffy Lube. 

Note that this name also conveys a benefit.
6. Don't get caught up in trends or fads. 

While it may be profitable in the short run, focus on the long haul.
7. Your name should reflect your identity: 

dignity, largeness, local identification, quality and other descriptive elements.
8. Pick a name that looks and sounds attractive 

on the phone, on the radio, on your letterhead, and on your website.


Once you have your list of attributes, try it out on peers and focus groups.

Now you've got to make a decision.


Do you want a name that's generic, descriptive or fanciful?

Fanciful  names are easy to protect however they do not convey who you are and what your brand is about.

Descriptive names are easy favorites. They communicate enough about your product to help the sale, but they're unique and stick in the customer's mind and help stop the competition.

Lastly, you can use a generic name. These names are virtually unprotectable, but they have the ability to immediately telegraph what your business does.

 

By Jay Conrad Levinson. http://bit.ly/Q6skIa

Source. http://bit.ly/RmwyCV


Via maxOz
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maxOz's comment, August 17, 2012 7:21 AM
Alessio Thank You & Have A Wonderful Weekend xxx
maxOz's comment, August 17, 2012 9:18 AM
Thanks Javi For Sharing, cheers M
maxOz's comment, August 18, 2012 9:43 AM
Thank You Nabil For Sharing Michele
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Social Media: 20 Types of Content and Format that Engage

Social Media: 20 Types of Content and Format that Engage | Sales & Relationship Management | Scoop.it
The cry of "Content is King" has been a rallying call for bloggers and on-line publishers for years.

Via Dr. Susan Bainbridge
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Rescooped by Koen Vanderhoydonk from Everything from Social Media to F1 to Photography to Anything Interesting
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The 12 most cringe-worthy business phrases | Articles | Home

The 12 most cringe-worthy business phrases | Articles | Home | Sales & Relationship Management | Scoop.it
To be honest with you, this article is literally filled with rocket science. But that's just my two cents.

Via Chiraag
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Rescooped by Koen Vanderhoydonk from Digital-By-Design
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The Power Of First Impression

Have you ever wondered which elements of your website make the biggest impression?

 

This Infographic by Webs is based on a recent Eye-Tracking Study conducted by the Missouri University of Science and Technology:

For their research, Sheng and Dahal enlisted 20 Missouri S&T students to view screenshots, or static images, of the main websites from 25 law schools in the U.S. 

The participants spent an average of 20 seconds on each website.

 

The website sections that drew the most interest from viewers were as follows:

The institution's logo. Users spent about 6.48 seconds focused on this area before moving on. The main navigation menu. Almost as popular as the logo, subjects spent an average of 6.44 seconds viewing the menu. The search box, where users focused for just over 6 seconds. Social networking links to sites such as Facebook and Twitter. Users spent about 5.95 seconds viewing these areas. The site's main image, where users' eyes fixated for an average of 5.94 seconds. The site's written content, where users spent about 5.59 seconds. The bottom of a website, where users spent about 5.25 seconds.

 

Although use of color was not part of the eye-tracking study, participants indicated that it did influence their impressions of websites.

 

"Participants recommended the main color and background color be pleasant and attractive, and the contrast of the text color should be such that it is easier to read," Dahal wrote in her master's thesis, titled "Eyes Don't Lie: Understanding Users' First Impressions on Website Design Using Eye Tracking."

 

The use of images was also an important factor in web design, the subjects of the study said.

 "You must choose your main picture very carefully," Sheng says.

"An inappropriate image can lead to an unfavorable response from viewers."

Colors and images utilized play a vital role when it comes to creating favorable responses

 

By Webs. http://bit.ly/QEFCw8

Source. http://bit.ly/NGpQUO


Via maxOz
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maxOz's comment, August 16, 2012 8:25 PM
Thanks Brian For Sharing x
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The Facts On The Benefits Of Starting Your Own Business

The Facts On The Benefits Of Starting Your Own Business | Sales & Relationship Management | Scoop.it
Ideas and Infographics Starting your own business can be difficult, but it can also be highly rewarding. For many people, it's a dream that is never realised, but for a lucky few, it's a reality. If you've considered going it alone and pursuing...

 

Starting your own business can be difficult, but it can also be highly rewarding.

For many people, it’s a dream that is never realised, but for a lucky few, it’s a reality.

 

The freedom of being your own boss can be one of the best things about being self-employed.

For many, the thought of managing your own workload without being under the watchful eye of an employer is very appealing.

 

Your own business can also give you the opportunity to purse something that you’re really passionate about. It’s often said that if you can find something which you enjoy doing, you never have to work a day in your life. Turning a hobby or an interest into a profitable business can give you immense satisfaction.

If you run your business well, the rewards can be huge.

 

If you’ve considered going it alone and pursuing your dreams, take a look at this Infographic from the team at XLN BusinessServices,  which is full of useful information about how to approach starting your own business.

 

By Nadine Bourne. http://bit.ly/NxSyqP

Source. http://bit.ly/PmpNeO


Via maxOz
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maxOz's comment, August 14, 2012 11:05 PM
Thank You John Very Much, Did You Enjoy The Olympics? x
Alessio Manca's comment, August 15, 2012 7:13 AM
TYVM Michele! Have a wonderful day and keep scooping hot!!
maxOz's comment, August 15, 2012 8:26 AM
Thank You Dolce Alessio xxx
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How Content is Written, Shared, Captured on Video, and Photographed [Infographic]

How Content is Written, Shared, Captured on Video, and Photographed [Infographic] | Sales & Relationship Management | Scoop.it

Did you know that there are a whopping 7.38 billion pages on the internet? This infographic by CopyPress explores the four content realms.


Via Jonha Richman
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Martin (Marty) Smith's comment, August 17, 2012 2:11 PM
Thanks for picking this cool infographic up and all the other Scoop.it love Torsten. You rock! Have a great weekend. Marty
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Evolution Of Web Design

Evolution Of Web Design | Sales & Relationship Management | Scoop.it
Websites have come a long way in the last ten years but remember when websites were neon green, with text in all caps and the hyperlinks in blue?


Where did the tablet-ready internet we know today came from? 

And what recent developments mean for the future of web design.

Check for the answers in this Infographic

 

By Carrington College. http://bit.ly/PdMJjS

Source. http://bit.ly/RMcZTj


Via maxOz
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Mike Ellsworth's comment, March 5, 2013 9:47 AM
Thanks for the reScoop, Benjami!
Jonathan Follett's curator insight, March 18, 2014 10:07 PM

Knowing how and when previous web technology came about is vital in moving forward and developing future versions of previous technology's.

Derek Phillips's curator insight, March 28, 2014 5:38 AM

Before looking into the potential future of web design and development, it is essential to look into the tools, individuals/organisations and the trends of the time that created the web as it is known today. This info-graphic depicts the previously mentioned right from the foundation of the web.

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Don’t Waste Time [INFOGRAPHIC]

Don’t Waste Time [INFOGRAPHIC] | Sales & Relationship Management | Scoop.it

How do men and women spend the extra 15 minutes of their time? 


Via Jonha Richman
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