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Informal Learning Flow is a content hub started by Jay Cross that collects and organizes the best information on the web around informal learning. We hope this will help you find good stuff, learn and stay current. |
1414 Articles match "customers","Organizations"
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The Latest from Informal Learning Flow
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Google Calendar’s Smart Rescheduler Searches For The Best Meeting Times
Overnight, all the Google apps customers will get this,” says Google Calendar product manager Cyrus Mistry. “It Soft constraints are taken into account like partial schedule overlaps, times blocked with no other attendees, meetings where someone’s been invited but hasn’t yet accepted, or meetings organized by that person. The only thing worse than company meetings is trying to schedule one. The more people who need to be at that meeting, the harder it is to find a time slot that works with everyone’s schedule.
TechCrunch
- Thursday, March 18, 2010
Square Now Being Used For Mobile Payments At Political Fundraisers
philanthopic organization charity:water recently used Square at the SXSW festival to collect donations.
local flower cart in San Francisco is using Square to take payments from customers. Jack Dorsey’s Square was unveiled last December as an innovative way to let people quickly and easily accept physical credit card payments from their mobile phone.
Since then, Square, which has been in limited beta, has been used in a variety of use cases.
TechCrunch
- Thursday, March 18, 2010
When Profit and Social Impact Unite
Companies can now team with organizations in the citizen sector to create enormous new value — social and economic benefits that exceed their cost. These hybrid value chains present myriad challenges for businesses, including figuring out how to serve consumers they traditionally haven't served and redefining value for existing customers. (Think Think of Starbucks and its work with coffee growers and how that has changed Until the late 1980s, you could clearly see the difference between the business and public sectors. Business was fast-moving, productive, and focused exclusively
HarvardBusiness.org
- Thursday, March 18, 2010
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The Best from Informal Learning Flow
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How to Extend Your Customer Experience Through Social Media
How can social media augment, fill out, and improve the customer experience?
Intel's set of social media guidelines are thorough and clear, and would probably serve as a great starting point for any organization.
3. ENGAGEMENTdb published a report of the brands leading in social media, and Starbucks came out ahead, notably for their willingness to try a lot of different things, some of which have succeeded beyond expectations (most notably with My Starbucks Idea , capturing customers' I'm in Toronto this week on business. Arriving a few days early to play tourist, I tweeted
HarvardBusiness.org
- Monday, August 24, 2009
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Becoming a Customer Experience-Driven Business
In Forrester Research's Customer Experience Index 2008 , Southwest is the only airline to rank in the top 25, whereas American, Delta, Northwest and, yes, United, sit in the bottom 25. Because customer experience is an organizational mindset. Customer experience refers to the totality of experience a customer has with a business, across all channels and touchpoints. 2008 was the year I decided to no longer care about my frequent flyer miles on United. I've been Premier for about 5-6 years, and after finally reaching Premier Executive (having flown 50,000 miles
HarvardBusiness.org
- Wednesday, February 4, 2009
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Want to Understand Your Customers? Go Pyscho.
Customer research tends to be demographically-biased in its design. But it is time for us to go a little psycho on customers — psychographic, that is.
So why is it that we so often look at detailed website usage or customer data along impersonal demographic dimensions like age and gender? Similarly, for customers to When it comes to purchasing behavior, it is obvious that personalities matter. While useful, those characteristics don't describe attitudinal trends which may be more important — and need to be a critical complement to other data.
HarvardBusiness.org
- Thursday, May 28, 2009
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Your Customers Lead a Multi-Channel Life
Instead of burdening the customer with all the functionality, he shifted the difficult steps to his company. I've done a fair bit of work in financial services, and one of the recurrent themes in my customer research is that people channel-hop — they receive monthly statements in the mail, they call a call center to get certain kinds of information or ask a support question, they go online to research more deeply and to engage in certain transactions, and they go to branch offices for yet other types of transactions.
When George Eastman invented roll film and created the Kodak camera , his most lasting innovation was not a technology, but a business model.
HarvardBusiness.org
- Friday, April 24, 2009
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How Integrated Are Your Customer Experiences?
When I attended Forrester's first Customer Experience Forum last month, I was struck by two themes that recurred through both the presentations on stage and the hallway conversations afterward.
The first theme was the notion of delivering an integrated customer experience across channels : choreographing all of your customer touchpoints in a holistic way to create a total customer experience. Editor's note: This post is written by Peter's colleague at Adaptive Path, Jesse James Garrett.
Sounds great, doesn't it?
HarvardBusiness.org
- Wednesday, July 15, 2009
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Balancing Customer Service and Satisfaction
Trimming customer service costs while boosting customer satisfaction — and hence loyalty — is challenging in the best of times. When the economy starts recovering, they beef up investments in customer service to win back customers. Offshoring this service cut costs, but at the price of customer loyalty.
During a downturn, performing this balancing act becomes both more difficult and more critical to achieve.
Many companies don't even try.
HarvardBusiness.org
- Tuesday, March 17, 2009
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It's Not Who Your Customers Are, It's How They Behave
Businesses cannot exist without customers, so it's sadly ironic that many, if not most, businesses, actually understand so little about them . As a company grows, a smaller and smaller percentage of the staff interacts with the customers . Meanwhile, back at headquarters fundamental decisions are made with extremely limited information about customers. Wow. I'm humbled by the commentary from my first post .
HarvardBusiness.org
- Wednesday, February 11, 2009
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The Price of a Poor Experience
He collected data across hundreds of organizations and noticed something surprising about their successes and challenges in this economic downturn.
In other words, customers didn't leave simply because an organization raised its prices.
But he did find a different correlation: between membership and an organization's net promoter score , which measures how likely a customer is to recommend the organization "I'm sorry but that's our policy," the woman at the desk said. "You You can't come into the gym."
"But
HarvardBusiness.org
- Tuesday, October 13, 2009
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Better Customer Service Through Transparency, Tribes, and Talent
I confess that I have a warm spot in my heart for customer service operations. years when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming. When they can, firms let customers roll their own.
It is probably because I met my wife of 29.5 If we look back at history, we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product
HarvardBusiness.org
- Tuesday, December 22, 2009
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Custom Video: SharePoint in Plain English
While licensing our videos is still the focus of our business, we have taken on a few custom projects this summer. Plus, it's always nice to work with local organizations.
...Tags: Tags: custom video Custom Video explanation microsoft ourwor The first to be published is a video we were hired to produce called " SharePoint in Plain English ," about Microsoft's enterprise collaboration tool. The focus of the video is to introduce Sharepoint and illustrate the old way (project info exists on multiple computers) vs.
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