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.

1688 Articles match "customers","Tools"

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Got Budget? Virtualization as Poster Child for Less Meetings
NewScale has customers like McKesson and Charles Schwab and competitors like HP, IBM, Tivoli. The company has been growing its customer base and helping stable-state enterprises to leverage Service Management. Information Technology Infrastructure Library is tool set that has been given to IT managers to try to wrap standard language around IT service management. McKesson is a global health care leader that has 26 operating companies. The centrial IT group had the vision to automate "the last mile" of IT planning, the budget approval process.
ReadWriteWeb - Thursday, March 18, 2010
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Real-time Brand Management — Lessons from Virgin America's Hellish Flight
If this account is accurate, it is fascinating that a customer, by posting an account of his ordeal as it was happening via his iPhone, became powerful enough to negotiate such a deal. Companies must constantly nurture and actively manage their brands at the speed customers form opinions about them. The good news is that if a company commits to this notion of having a brand radar system, there On March 13, a Virgin America flight from Los Angeles to New York was diverted from John F. Kennedy International Airport to Stewart airport in Newburgh, N.Y.,
HarvardBusiness.org - Thursday, March 18, 2010
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'Breathe Social': The New Rules of Relationship Management
Despite the proverbial "the customer is always right," the relationship between the customer and the company has long been organized for the benefit of the latter. These include social customer insights (tracking customers' preferences via social media sites like Facebook), rapid social marketing response (defending the brand in real-time), and crowdsourced R&D (eliciting real-time feedback to enhance innovation). The report rates each use case by its market demand and tech maturity, indiced to help organizations see which might be the most expedient and appropriate entry
ReadWriteWeb - Wednesday, March 17, 2010
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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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  • 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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  • The Best Way to Understand Your Customers
    million customers. Forrester's 2008 Customer Experience Index suggests a reason. It's in difficult economic times that customer experience matters most -- you don't want to make it even easier for your customers to walk away because they've been so frustrated working with you. The key to delivering a great experience for is to have empathy for your customers . Recently, Sprint Nextel announced that in Q4 2008 , they lost 1.3 It's tempting to blame the recession, but then how do you explain AT&T Wireless gaining 2.1
    HarvardBusiness.org - Friday, March 6, 2009
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  • Learning From Craigslist: Who Are Mass Media's True Customers?
    The real customer experience lesson though, can be found in a follow-on blog post written by the story's author, Gary Wolf. And this speaks to the fundamental issue facing the mass media today — it doesn't know who its customer is. If you don't work in mass media, you might be forgiven if you think that you — the reader, the watcher, the audience member — are the customer. The cover story of the most recent issue of Wired addresses how Craigslist rose to dominate classified listings , in spite of (or perhaps because of) how little it has changed, and the quirkiness of the business.
    HarvardBusiness.org - Friday, September 4, 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. The first to be published is a video we were hired to produce called " SharePoint in Plain English ," about Microsoft's enterprise collaboration tool. Tags: custom video Custom Video explanation microsoft ourwor The focus of the video is to introduce Sharepoint and illustrate the old way (project info exists on multiple computers) vs. new way (project info lives in SharePoint).
    Common Craft - Explanations In Plain English - - Monday, August 17, 2009
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  • How Nintendo Delights Its Customers
    This connects back to an earlier post , where I wrote about how Southwest Airlines' ability to deliver a superior experience at a lower price demonstrates that customer experience is not something you buy, but a mindset you adopt. And when adopted, I've seen again and again that taking a customer experience-based approach allows you to get more out of what you already have. Since the video game console industry began with the Atari 2600, every successive generation has been touted for its better graphics, faster processors, and increasingly complex controls. In 2005, when the
    HarvardBusiness.org - Wednesday, July 8, 2009
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  • Why Non-Profits Are So Good at Social Media
    Online community and social media are hot areas for business these days, as companies recognize the Internet's potential to deepen customer relationships , share knowledge and strengthen teams . Because nonprofits are so deeply invested in the relationship business, and because they often have not just a notional but a structural accountability to their members, many NGOs were early adopters of online community tools. In the nonprofit sector, relationships have always been the key currency: the relationships with the members, donors and supporters that NGOs depend on for volunteer labor, financial support and advocacy muscle.
    HarvardBusiness.org - Tuesday, June 16, 2009
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  • How Google and P&G Approach New Customers, New Markets
    It seems obvious: our assumptions become less valuable the farther our experiences are from our decisions and customers. Local hiring is just the beginning- we have to make sure we are solving the right problems for customers. Leading companies such as Procter & Gamble and Google have realized that the more clearly you understand your customer or partner, and their context(s), the more likely you will be able to offer the right solutions, build When I worked with entrepreneurs and leaders in Europe, I often heard complaints like: "American companies have a habit of coming into Europe full of ambition, searching for big markets, but without fully understanding what it takes to sell a product, build a brand, or forge partnerships in each country."
    HarvardBusiness.org - Monday, March 2, 2009
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  • Rapid eLearning Tools
    Rapid eLearning Tools Satisfaction from the eLearningGuild Research reported Feb 2007 - Course Authoring and Rapid eLearning Tool Satisfaction See also Software Simulation Tools . Page update Mar 2008. When the above graphic was taken, it shows the overall satisfaction reported by eLearningGuild members about various tools. I was reminded of the various Brandon Hall shoot-outs. For example, in 2007 PowerPoint to eLearning Shootout they compared: Articulate www.articulate.com Atlantic Link www.atlantic-link.co.uk PointeCast www.pointecast.com
    eLearning Technology - Tuesday, September 19, 2006
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