2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
Organizational culture includes values, norms, systems, symbols, language, assumptions, beliefs, and habits that influence employee behaviors and how people interpret those behaviors. It is important because culture can help or hinder a company's success. Some key aspects of Netflix's culture that help it achieve results include hiring smartly so every position has stars, focusing on attitude over just aptitude, and having a strict policy against peacocks, whiners, and jerks.
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
Creative operations teams expect increased AI use in 2024. Currently, over half of tasks are not AI-enabled, but this is expected to decrease in the coming year. ChatGPT is the most popular AI tool currently. Business leaders are more actively exploring AI benefits than individual contributors. Most respondents do not believe AI will impact workforce size in 2024. However, some inhibitions still exist around AI accuracy and lack of understanding. Creatives primarily want to use AI to save time on mundane tasks and boost productivity.
Organizational culture includes values, norms, systems, symbols, language, assumptions, beliefs, and habits that influence employee behaviors and how people interpret those behaviors. It is important because culture can help or hinder a company's success. Some key aspects of Netflix's culture that help it achieve results include hiring smartly so every position has stars, focusing on attitude over just aptitude, and having a strict policy against peacocks, whiners, and jerks.
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
PepsiCo provided a safe harbor statement noting that any forward-looking statements are based on currently available information and are subject to risks and uncertainties. It also provided information on non-GAAP measures and directing readers to its website for disclosure and reconciliation. The document then discussed PepsiCo's business overview, including that it is a global beverage and convenient food company with iconic brands, $91 billion in net revenue in 2023, and nearly $14 billion in core operating profit. It operates through a divisional structure with a focus on local consumers.
Content Methodology: A Best Practices Report (Webinar)contently
This document provides an overview of content methodology best practices. It defines content methodology as establishing objectives, KPIs, and a culture of continuous learning and iteration. An effective methodology focuses on connecting with audiences, creating optimal content, and optimizing processes. It also discusses why a methodology is needed due to the competitive landscape, proliferation of channels, and opportunities for improvement. Components of an effective methodology include defining objectives and KPIs, audience analysis, identifying opportunities, and evaluating resources. The document concludes with recommendations around creating a content plan, testing and optimizing content over 90 days.
How to Prepare For a Successful Job Search for 2024Albert Qian
The document provides guidance on preparing a job search for 2024. It discusses the state of the job market, focusing on growth in AI and healthcare but also continued layoffs. It recommends figuring out what you want to do by researching interests and skills, then conducting informational interviews. The job search should involve building a personal brand on LinkedIn, actively applying to jobs, tailoring resumes and interviews, maintaining job hunting as a habit, and continuing self-improvement. Once hired, the document advises setting new goals and keeping skills and networking active in case of future opportunities.
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
The document provides career advice for getting into the tech field, including:
- Doing projects and internships in college to build a portfolio.
- Learning about different roles and technologies through industry research.
- Contributing to open source projects to build experience and network.
- Developing a personal brand through a website and social media presence.
- Networking through events, communities, and finding a mentor.
- Practicing interviews through mock interviews and whiteboarding coding questions.
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
1. Core updates from Google periodically change how its algorithms assess and rank websites and pages. This can impact rankings through shifts in user intent, site quality issues being caught up to, world events influencing queries, and overhauls to search like the E-A-T framework.
2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
3. Responding effectively to core updates requires analyzing "before and after" data to understand changes, identifying new intents or page types, and ensuring content matches appropriate intents across video, images, knowledge graphs and more.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59
Key takeaways:
• Learn how to use ChatGPT to add AI power to your testing and test automation
• Understand the limitations of the technology and where human expertise is crucial
• Gain insight into different AI-based tools
• Adopt AI-based tools to stay relevant and optimize work for developers and testers
* ChatGPT and OpenAI belong to OpenAI, L.L.C.
The document discusses various AI tools from OpenAI like GPT-3 and DALL-E 2, as well as ChatGPT. It explores how search engines are using AI and things to consider around AI-generated content. Potential SEO uses of ChatGPT are also presented, such as generating content at scale, conducting topic research, and automating basic coding tasks. The document encourages further reading on using ChatGPT for SEO purposes.
More than Just Lines on a Map: Best Practices for U.S Bike Routes
This session highlights best practices and lessons learned for U.S. Bike Route System designation, as well as how and why these routes should be integrated into bicycle planning at the local and regional level.
Presenters:
Presenter: Kevin Luecke Toole Design Group
Co-Presenter: Virginia Sullivan Adventure Cycling Association
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...DevGAMM Conference
Has your project been caught in a storm of deadlines, clashing requirements, and the need to change course halfway through? If yes, then check out how the administration team navigated through all of this, relocating 160 people from 3 countries and opening 2 offices during the most turbulent time in the last 20 years. Belka Games’ Chief Administrative Officer, Katerina Rudko, will share universal approaches and life hacks that can help your project survive unstable periods when there seem to be too many tasks and a lack of time and people.
This presentation was designed to provide strategic recommendations for a brand in decline. The deck also incorporates a situational assessment, including a brand identity, positioning, architecture, and portfolio strategy for the Brand.
Presentation originally created for NYU Stern's Brand Strategy course. Design by Erica Santiago & Chris Alexander.
PEPSICO Presentation to CAGNY Conference Feb 2024Neil Kimberley
PepsiCo provided a safe harbor statement noting that any forward-looking statements are based on currently available information and are subject to risks and uncertainties. It also provided information on non-GAAP measures and directing readers to its website for disclosure and reconciliation. The document then discussed PepsiCo's business overview, including that it is a global beverage and convenient food company with iconic brands, $91 billion in net revenue in 2023, and nearly $14 billion in core operating profit. It operates through a divisional structure with a focus on local consumers.
Content Methodology: A Best Practices Report (Webinar)contently
This document provides an overview of content methodology best practices. It defines content methodology as establishing objectives, KPIs, and a culture of continuous learning and iteration. An effective methodology focuses on connecting with audiences, creating optimal content, and optimizing processes. It also discusses why a methodology is needed due to the competitive landscape, proliferation of channels, and opportunities for improvement. Components of an effective methodology include defining objectives and KPIs, audience analysis, identifying opportunities, and evaluating resources. The document concludes with recommendations around creating a content plan, testing and optimizing content over 90 days.
How to Prepare For a Successful Job Search for 2024Albert Qian
The document provides guidance on preparing a job search for 2024. It discusses the state of the job market, focusing on growth in AI and healthcare but also continued layoffs. It recommends figuring out what you want to do by researching interests and skills, then conducting informational interviews. The job search should involve building a personal brand on LinkedIn, actively applying to jobs, tailoring resumes and interviews, maintaining job hunting as a habit, and continuing self-improvement. Once hired, the document advises setting new goals and keeping skills and networking active in case of future opportunities.
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
The document provides career advice for getting into the tech field, including:
- Doing projects and internships in college to build a portfolio.
- Learning about different roles and technologies through industry research.
- Contributing to open source projects to build experience and network.
- Developing a personal brand through a website and social media presence.
- Networking through events, communities, and finding a mentor.
- Practicing interviews through mock interviews and whiteboarding coding questions.
Google's Just Not That Into You: Understanding Core Updates & Search IntentLily Ray
1. Core updates from Google periodically change how its algorithms assess and rank websites and pages. This can impact rankings through shifts in user intent, site quality issues being caught up to, world events influencing queries, and overhauls to search like the E-A-T framework.
2. There are many possible user intents beyond just transactional, navigational and informational. Identifying intent shifts is important during core updates. Sites may need to optimize for new intents through different content types and sections.
3. Responding effectively to core updates requires analyzing "before and after" data to understand changes, identifying new intents or page types, and ensuring content matches appropriate intents across video, images, knowledge graphs and more.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59
Key takeaways:
• Learn how to use ChatGPT to add AI power to your testing and test automation
• Understand the limitations of the technology and where human expertise is crucial
• Gain insight into different AI-based tools
• Adopt AI-based tools to stay relevant and optimize work for developers and testers
* ChatGPT and OpenAI belong to OpenAI, L.L.C.
The document discusses various AI tools from OpenAI like GPT-3 and DALL-E 2, as well as ChatGPT. It explores how search engines are using AI and things to consider around AI-generated content. Potential SEO uses of ChatGPT are also presented, such as generating content at scale, conducting topic research, and automating basic coding tasks. The document encourages further reading on using ChatGPT for SEO purposes.
More than Just Lines on a Map: Best Practices for U.S Bike Routes
This session highlights best practices and lessons learned for U.S. Bike Route System designation, as well as how and why these routes should be integrated into bicycle planning at the local and regional level.
Presenters:
Presenter: Kevin Luecke Toole Design Group
Co-Presenter: Virginia Sullivan Adventure Cycling Association
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...DevGAMM Conference
Has your project been caught in a storm of deadlines, clashing requirements, and the need to change course halfway through? If yes, then check out how the administration team navigated through all of this, relocating 160 people from 3 countries and opening 2 offices during the most turbulent time in the last 20 years. Belka Games’ Chief Administrative Officer, Katerina Rudko, will share universal approaches and life hacks that can help your project survive unstable periods when there seem to be too many tasks and a lack of time and people.
This presentation was designed to provide strategic recommendations for a brand in decline. The deck also incorporates a situational assessment, including a brand identity, positioning, architecture, and portfolio strategy for the Brand.
Presentation originally created for NYU Stern's Brand Strategy course. Design by Erica Santiago & Chris Alexander.
2. • Service Check on Baltikumis tegutsev
klienditeeninduse arendamise ja hindamisega tegelev
ettevõte
• Põhitegevus: mystery shopping teenuse pakkumine
(vahetu-, telefoni- ja meiliteeninduse hindamine)
• Teenindusalane blogi: servicecheck.ee/blogi
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• „15 prognoositavat trendi klienditeeninduses
aastal 2015“
• Klienditeenindus ei ole vaid kliendi ja
teenindaja vaheline suhtlus
• Iga organisatsioon on erinev
9. • Hea tagasiside teenindajatelt
• Positiivne mõju müügile
• 10-16% kogupalgast
• Tunnustada konkreetset tegu,
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• „Inimloomuse sügavaim soov on olla tunnustatud. Ja kõige
andekamad inimesed viivad oma anded alati sinna, kus neid
kõige enam märgatakse. Hinda oma inimesi ja nad hindavad
Sind!“ (William James, Ameerika psühholoog 1842-1910)
11. • E-kaubandusega tegeleb ligi kolmandik Eesti
kaupmeestest
• 2012-2014 on ostjate arv kerkinud 16%
• 33% sooritavad ostu välismaisest internetipoest
• 2014 kasvas Hiinast saabuvate pakkide hulk 70%
13. • 40-70% lahkuvad klienditeeninduse tõttu
• Ühe kehv teeninduskogemuse=50
potentsiaalse kliendi kaotamine
0% 10% 20% 30% 40% 50% 60%
Hind
Klienditeenindus
Tooted/teenused
Mastaapsus
Muu
Teenusepakkuja: Mis on
peamiseks põhjuseks, miks
sinu kliendid lahkuvad?
Klient: Mis põhjusel oled
vahetanud
teenusepakkujad?
17. • 69% klientidest - Hea klienditeenindus on
probleemidele kiire lahenduse leidmine
• 26% klientidest on „jooksutatud“ erinevate
teenindajate vahel lahenduseni jõudmata
21. • 100% avatakse, 98% loetakse (e-mail 12%)
• < 15 minutit
• Panganduses teated laekumiste ja väljaminekute
kohta, lennunduses lendude hilinemised jm
23. • 78% internetikasutajatest teevad enne toote
ostmist internetis eeltööd
• Enam kui 1/3 klientidest loevad enne hotelli
broneerimist hinnanguid
• 53% TripAdvisori kasutajatest ei broneeri kui
hinnanguid pole
30. • Otsustesse kaasamisega:
– tõuseb töötajate vastutustunne
– töötajad tunnevad, et neid väärtustatakse
– suhted töötajate ja ülemuste vahel tugevnevad
32. 4 sammu kuidas tegeleda kliendikaebusega:
1. Vea korral vabanda
2. Vaata kaebus koos kliendiga uuesti üle
3. Lahenda probleem ja koosta järelpäringuid
4. Kirjuta probleem detailselt üles
Ettekandes käsitleme klienditeenindust laiemalt igasuguse kliendi ja ettevõtte vahelise kokkupuutena.
Iga organisatsioon on erinev, erinevates tegevusalades, valdkondades on erinevad arengud. Kõiki välja toodud trende ei saa võtta puhta tõena iga ettevõtte jaoks. Kõikide trendidega ei pea kaasa minema.
Online klienditugi, online support, live chat. Üha rohkem ettevõtteid pakub klientidele võimalust kodulehel chat’i teel küsimusi esitada ja probleeme lahendada. See ei tähenda, et peaksid loobuma telefoni –või meiliteenindusest, pigem annab see võimaluse suhelda klientidega interaktiivselt ning olla kättesaadavam.
Plussid: kiire ja tõhus vahend kliendi probleemide lahendamiseks, vähendab kulusid, väga mugav edastada viiteid ja dokumente ning lihtne üles seada, lihtne automaatselt salvestada pöördumiste ajalugu.
Lennufirma Virgini hinnangul on online chati kasutamine aidanud neil saavutada paremaid müügitulemusi. Klientidest, kes on kasutanud live chati, on sooritanud ostu tervelt 23%, mis on 3,5 korda enam kui teiste klientide puhul. Kusjuures live chati ei kasutata müügiprotsessi lõpuosas, kuna siis on klientidel juba ostuotsus tehtud. Live chati eemärk on teenida täiendavat tulu või suurendada keskmise tellimuse hinda. Keskmine tellimuse hind live chati kasutajatel on olnud 15% kõrgem kui nendel, kes seda ei kasuta. Virgini sõnul on online klienditoe kasutamine tunduvalt odavam kui telefonikõnedele või e-mailidele vastamine – keskmine online chatiga tegelev töötaja suudab ära teha 15 inimese töö, kes on fokuseeritud e-mailidele.
Jah, kliendid tõesti ootavad, et oleksid kättesaadav 24/7 olenemata sellest, mis kell päike loojub.Suuremad korporatsioonid võiksid mõelda juba võimalustele, kuidas pakkuda klientidele tuge ka pärast tööpäeva lõppu, kas osta teenust sisse või palgata juurde teenindajaid hilisematesse graafikutesse.
Kliendi rahulolu suureneb, eraisikust klient teeb ostu enamasti peale tööpäeva lõppu, kui klient ei saa oma probleemile kohest lahendust võib ta pöörduda teise pakkuja poole. 24/7 klienditugi vähendab kliendi ostuotsuseni jõudmiseni kuluvat aega.
Pangad, lennundus.
Kindlustus – reisiabi (Ergol eestikeelne reisiabi 24/7)
Eesti energia – rikketelefon. Online kasiinod. Google adwords B2B inglisekeelne abi 24/5.
Amazon
Customers’ definition of what’s fast and what’s not has grown more extreme on an almost daily basis. An escalating expectation of timeliness doesn’t just apply to product and services delivery (where amazon.com has so dramatically set the lead). It applies to the speed of response they expect from you to any issue they have or query they shoot your way. Remember, “we respond to all inquiries within 24 hours” means you’re answering in about 46 days, I figure, if you do the conversion to internet time. It’s simply not good enough.
Customers expect extended hours: 24/7 or as close as you can get. When I interviewed Google not long ago for Forbes, they quietly mentioned to me that they offer support to their adwords advertisers in 42 languages, including offering English-language support 24/5. That’s pretty good, considering we’re talking about B2B, non mission-critical support. And it puts pressure on those of us who aren’t Google to up our game, or at least our support hours.
Pööra tähelepanu igale teenindajale ja märka häid tulemusi ning ära unusta parimaid ka premeerida ja tunnustada. Loo lojaalsusprogramme ning motivatsiooniskeeme ja pane paika preemiad uute kliendisuhete loomisel ning vanade klientide hoidmisel.
Lisaks rahalistele boonustele on olulisel kohal ka erinevad koolitus- ja karjäärivõimalused, ühistunnet arendavad üritused ja muud lisahüved.
Statoilis kasutati esmalt tulemustasustamise süsteemi erinevate kampaaniate raames, kuid kuna see sai head tagasisidet töötajatelt ja avaldus positiivselt ka ettevõtte müüginumbrites, otsustati tulemustasu kahekordistada ja hakata maksma igakuiselt. Statoili teenindajate põhipalgast moodustab tulemustasu keskmiselt ca 10-16%.
Soovitame tunnustada konkreetset tegu või käitumist, mitte stiilis „kuu parim töötaja“ tunnustust. Tunnustada tuleb mingit ekstrapingutust töötaja poolt mis tõi organisatsioonile kasu. Lisaks juhi tunnustusele on hea sisse viia ka kolleegi tunnustus. Tasub otsida võimalust ka tunnustuslugude jagamiseks, nt uudiskirjal, meili teel, stendil või koosolekul.
E-kaubandus kasvab hoogsalt, mistõttu tuleb kindlasti tähelepanu pöörata telefoni-ja meiliteenindusele. Olenemata sellest, kas ost sooritatakse poes või kodulehe kaudu, peab ostuprotsess olema lihtne ning kliendikogemus personaalne ning koordineeritud.
Swedbanki 2014 aastal tehtud küsitlus näitab, et e-kaubandusega tegeleb ligi kolmandik Eesti kaupmeestest ning kaupmeeste endi hinnangul kasvab järgneval kolmel aastal e-kaubanduse osakaal kaubanduses nii Eesti kui välismaistest e-poodidest tehtud ostude põhjal koguni 21 protsendini.
Emor vahendab Eurobaromeetri uuringut, mis toob välja, et kolme aastaga on e-poodidest ostjate arv kerkinud 16 protsendi võrra. Eestlased on ainulaadsed ka selle poolest, et koguni 33% ostjatest soovitavad oma ostu väljaspool Eestit asuvast internetipoest. (Mujal EL’is sama näitaja 22%)
Välismaalt Eestisse saabuvad aga pisiesemed peamiselt Hiinast, Suurbritanniast, Soomest, Saksamaalt, Hongkongist ja USAst. Võrreldes 2013. aastaga kasvas näiteks Hiinast saabunud postisaadetiste hulk 70%
Kliendilojaalsus on ustavus, truudus ühele ettevõttele või brändile. Esimesel võimalusel kui klient tunnetab, et ta ei ole oodatud, piisavalt kuulatud või austusega koheldud, on ta valmis juba minema konkurendi juurde. Kliendilojaalsust aitab tugevdada näiteks järjepidev avatud suhtlemine sotsiaalmeedia- ja muudes kanalites tõstes usaldust ettevõtte vastu ja kaasates kliente. Muuhulgas tuleb ka julgelt tunnistada oma eksimusi. Avatud suhtlemine klientidega aitab ka paremini aru saada miks nad sind konkurentidele eelistavad ning seda infot kasutades on võimalik eeliseid veelgi enam ära kasutada.
Suur osa ettevõtjaid on arvamusel, et just hind on põhjus, miks kliendid lahkuvad ning eelistavad konkurentide pakutavat teenust või toodet. Täna ei ole enam hind kriitiline faktor otsustamaks kliendi lojaalsuse üle. Erinevate uuringute tulemused on kinnitanud, et kliendid vahetavad teenusepakkujat 40-70% juhtudest just halva klienditeeninduse tõttu.
Ameerika Ühendriikide valitsuse läbiviidud tarbijate uuringust selgus, et üks teenindusega rahulolematu klient räägib oma kehvast kogemusest 8-10 inimesele. Uuringust tuli välja, et iga inimene sellest 8-10-st räägib omakorda tuttava kogemust edasi veel viiele inimesele. See tähendab, et ühe kehva teeninduskogemuse tõttu kaotab ettevõte üle 50 potentsiaalse püsikliendi.
Ei ole kahtlust, et igaühele meeldib tunda end erilisena. Inimesed naudivad, kui neid koheldakse individuaalselt, olgu selleks sõber või klient ettevõttes.
Pakutakse aina enam personaliseeritud tooteid ja teenuseid. See on hea viis kasvatada lojaalsete klientide hulka, kes soovitavad ettevõtet ka teiste. Lisaks on see hea võimalus eristuda konkurentidest.
Lääne-Euroopa panganduse ja kaabelTV teenuseid kasutavatele klientidele läbi viidud uuring tõestas, et personaalne lähenemine suurendab kliendi jaoks tajutavat teenuse kvaliteeti, teenusega rahulolu taset ja lojaalsust.
Kohandamise olulisust tarbijale näitab nt McDonaldsi ja Subway näide. McDonalds nägi, et nad kaotavad palju kliente teistele kiirsöögi kettidele. Uuringute põhjal eelistasid paljud kliendid just Subway kontseptsiooniga kiirtoitu. McDonalds otsustas muuta menüü lihtsamaks ja samal ajal hakata pakkuma võimalust kliendil ise burgeri komponendid valida.
Hea personaliseerimise näide on ka Elioni digitv, kus on lisaks pakettidele võimalik ka ise endale sobilikke kanaleid valida.
Üks tähtsamaid indikaatoreid organisatsiooni klienditeeninduse efektiivsuse ja pühendumuse hindamisel on aeg, mis jääb kliendi küsimuse esitamise ja vastuse saamise vahele. Vastavalt sellele kui kaua klient ootab vastust oma küsimusele, kujuneb kliendil ka arvamus ettevõttest. Veendu, et kliendid tunneks end tähtsana ning saaksid vastused võimalikult kiiresti.
Ühe hiljutise USAs läbi viidud uuringu tulemused näitavad, et 69% tarbijatest defineerivad head klienditeenindust probleemile kiire lahenduse leidmise näol. 72% küsitletutest tõid olulise frustratsiooni tekitava tegurina välja selle kui nad peavad oma probleemi korduvalt mitmele teenindajale selgitama. Kusjuures 26% küsitletutest on „jooksutatud“ erinevate teenindajate vahel ning probleemile polegi lõpuks lahendust leitud. Kõrgema sissetulekuga perekondadest tervelt 79% väitsid, et väldivad peale halba kogemust ettevõtte külastamist enam kui 2 aastat.
Paindumatus toodab rahulolematuid kliente. Selle asemel, et luua kangekaelselt karme reegleid, loo kohandatavaid ning läbimõeldud juhendeid heaks klienditeeninduseks. Anna oma töötajatele õigus teha ise otsuseid toetudes etteantud juhenditele.
“Me seda ei paku”, “Meil nii ei tehta” – on laused mida kliendiga suheldes kunagi kasutada ei tohiks. Alati tuleb pakkuda lahendust. Isegi kui lahenduse leidmine tundub võimatuna, tuleb kliendi probleemiga tegeleda ja leida parim võimalik lahendus.
Pangandus- ja lennundusettevõtted on proaktiivselt kasutanud SMS-teenuseid oma klientide teenindamiseks. 2015 aastal plaanib üha rohkem ettevõtteid SMS’i kui tööriista teeninduses kasutusele võtta. Ole aga teadlik oma õigustest ning kasuta SMS-teenust targalt. Ei soovi ju keegi oma telefonile pidevalt rämpsposti saada.
USAs tehtud uuringu põhjal avatakse 100% tekstisõnumitest ning loetakse nendes 98%. Enamikel juhtudel loetakse sõnumit vähem kui 15 minutit pärast saabumist. Näiteks kõikidest e-mailidest loetakse vaid u 12%.
Pangad on juba mitu aastat saatnud SMS-teate juhul, kui kliendi kontol on toimunud laekumine või väljaminek. Samamoodi võiks pank kliendile ka teada anda, kui nad said laenutaotluse kätte või kui pangakaart on valmis ja sellele võib järgi tulla. Või kui pass või ID-kaart on valmis. 2004. aasta juunis tulid keskkooli lõpetanutele riigieksamite tulemused esmakordselt SMSiga. Sõnum saabus enne seda, kui tulemused kooli jõudsid.
Milliste kanalite kaudu saavad kliendid informatsiooni hotellide ja restoranide kohta internetis? Ikka peamiselt kodulehtedelt nagu on Trip Advisor, et lugeda teiste klientide soovitusi ja hinnanguid, kus peatuda, ööbida ning einestada. Keskendu positiivsete hinnangute saamisele ning vali hoolikalt partnereid, millistel kodulehtedel hinnanguid kuvada. Uurimused on näidanud, et positiivne klienditagasiside on korrelatsioonis müügitulemustega.
Väga palju on statistikat, mis kinnitab klienditagasiside hinnangute olulisust. 78% internetikasutajatest teevad enne toote/teenuse ostmist veebis eeltööd
ehk otsivad infot toote/teenuse kohta. Enam kui 1/3 klientidest ei broneeri hotelli enne kui on lugenud hinnanguid. 53% TripAdvisori kasutajatest ütlesid, et nad ei broneeri hotelli kui sellel pole ühtegi hinnangut. Ühe punktine tõus 5-pallilisel hinnangu skaalal (nt 2,5lt 3,5le) paneb potentsiaalsed kliendid 13,5% suurema tõenäosusega seda hotelli broneerima. Hea hinnanguga toote/teenuse eest ollakse valmis ka rohkem maksma – nt hotellile eest hinnanguga 5,0 on kliendid valmis kulutama 38% enam kui hotelli eest hinnanguga 4,0.
Isegi ettevõtted väga väikeste eelarvetega tunnevad vajadust investeerida tehnoloogiasse, et tõhustada kliendikogemust ning pakkuda sujuvat teenindust erinevate kanalite kaudu. Ära hoia kokku tehnoloogia pealt, mis lihtsustab teenindajate tööd, vähendab aja – ning värbamiskulu ning loob kliendile parema kogemuse.
Sangari uus kontseptsioon. Ei ole tavapärast kassaletti, seinad on maast laeni särke täis ja kasutada saab digitaalset müügiassistenti ehk tahvelarvutiga juhitavat 60-tollist seinaekraani
https://vimeo.com/73623481
Kui kliendid tõstatavad küsimusi või kirjutavad kaebusi ettevõtte sotsiaalmeedia kanalites, siis aeg palumaks neil helistada teenindusse, on kindlasti lõppenud. Kliendid ootavad vastust samast kommunikatsioonikanalist, kus küsimus sai esitatud, mis ei tähenda seda, et ei võiks kliendile veel lisaks ka üle helistada, kuid kindlasti peab klient saama samast kanalist ka vastuse. Kui sinu bränd on Facebookis või Twitteris ja kutsud kliente sotsiaalmeedia vahendusel suhtlema, siis kindlasti pead ka sotsiaalmeedia vahelduselt vastama.
Hiljutises uuringus küsiti klientidelt kas nad on pöördunud sotsiaalmeedia vahendusel ettevõtte poole, et küsida infot toote/teenuse kohta. 35% vastasid, et nad on seda teinud. Vaid 59% said sotsiaalmeedia vahendusel vastuse ning pooled neist muutis see ettevõtte brändi suhtes soosivamaks.
Nii lihtsalt kui pakud klientidele võimalust saada uudiskirju ja registreerida kasutajaks, sama lihtsalt pead pakkuma ka võimalust nimekirjast eemaldamiseks ning konto kustutamiseks. See puudutab nii SMS’i, e-maili, telefoni -kui ka veebilehe registreerumisvorme. Ka „unsubscribe“ nupu ära peitmine ei ole sellel juhul lahendus – see muudab pigem kliendi vihaseks.
Ükskõik kui hea Su uudiskiri on, leidub alati inimesi, kes soovivad Su listist lahkuda. Põhjuseid võib olla erinevaid. Võibolla on adressaat töökohta vahetanud ja Su uudised ei ole tema jaoks enam olulised. Mis iganes on põhjus, ei ole ühelegi poolele kasulik kedagi vastu tahtmist kinni hoida.
Hea uudiskirja tava näeb ette uudiskirjast loobumise võimalust, mille vastu eksivad paljud turundajad. Tulemuseks on vihased kliendid ja rämpspostis maanduvad kirjad. See mõjutab negatiivselt Sinu mainet ja e-kirjade kohale jõudmist teistele klientidele. Lahendusena paku valikuvõimalust, milliseid uudiskirju ja kui tihti adressaat saada soovib.
Teine levinud viga on sisselogimise nõudmine uudiskirjaks loobumiseks. Inimese pea ei ole prügikast ja paroolid on kerged ununema, eriti kui Sa ei ole kliendi jaoks enam väärtuslik. Kuna kirjadest ei saa loobuda, siis mõistagi suunatakse need muu alternatiivi puudumisel prügikasti.
Viimase Gallop’i uuringu kohaselt ei ole 63% globaalsetest töötajatest kaasatud ettevõtte protsessidesse ning 24% on aktiivselt kaasatud igapäeva toimingutesse. Uuringud on tõestanud, et töötajate kaasamine ettevõtte tegevusse ning keskkonna loomine, kus kõik töötajad saavad aktiivselt kaasa rääkida, loob konkurentsivõimelisema ettevõtte kultuuri ning avaldab positiivset mõju kliendi rahulolule.
Kui on ainult üks inimene või väike hulk inimesi, kes teevad otsuseid, siis otsuste tegemise protsess võib muutuda kitsaks/üksluiseks ning keskenduda ühele temaatikale või ühele lahendusele. Kui kaasata rohkem inimesi, loob see rohkem ideid ning lahendusi, mis seni ei pruukinud üldse välja tulla. Kui sa oma töötajaid otsustusprotsessidesse ei kaasa, siis nende ideed ja nägemused firma arendamiseks ei pruugi kunagi välja tulla.
Kui ettevõte on otsuse ees, siis see võib mõjutada ettevõte töökeskkonda ning töötajaid. Töötajate kaasamine otsuste tegemisse muudab töötajate suhted ülemustega palju lähedasemaks. Töötajad hakkavad ülemusi tänu sellele rohkem hindama ning austama ning sellega kasvab ka nende vastutustunnet.
Töötajate kaasamine otsuste tegemisesse sisendab neile, et sa hindad nende arvamust. Töötajad võivad küll mõista, kas nende igapäevane tegevus aitab või haavab ettevõtet, kuid neil on raske aru saada, kuidas see konkreetselt ettevõtet mõjutab. Kui töötaja aga näeb, et tema arvamus aitas kaasa suurele muutusele ettevõttes, näeb ta oma panust ning tunneb, et tema arvamused on tõesti ettevõtet muutnud.
Aidates töötajatel aru saada, et ettevõte vajab ja hindab neid, on väga oluline, loomaks tugevat toimivad töösuhet. Kindlasti tuleb selgitada töötajatele, kuidas nende arvamust kaaluti kui otsus on tehtud.
Näiteks, kui keskmes on juhi värbamine väljastpoolt ettevõtet, siis peale töötajatelt arvamuse küsimist ning otsuse tegemist juht hoopis ettevõtte seest värvata, tuleks selgitada ka töötajatele, et enamus töötajad olid selle vastu, et juht värvatakse väljastpoolt.
Müük ei lõppe kui poe uksed pannakse kinni või klient lahkub. Tegelikult just sellel hetkel kui müük lõpeb, tuleb näidata kliendile, et ta on ikka veel oluline. See on koht, kus paljud ettevõtted eksivad. Kui oskad siinkohal õigesti käituda, lood tugeva konkurentsieelise.
Vabandada tuleb siiralt, klient peab saama aru, et tema mure on tähtis. Jäta meelde, et klientidele meeldib kuulda, et neil on õigus. Pane end nö kliendi kingadesse.
Koos probleemi üle vaatamine paneb kliendi tundma, et tema kaebust võetakse tõsiselt ning saad aimu probleemist tema vaatenurgast. Hakka tegema kliendiga koostööd. Enne lahenduse pakkumist proovi teha kindlaks probleemi tekkimise põhjus. Siinkohal on õige aeg esitada niiöelda kontrollküsimusi kliendi käitumise kohta, nagu näiteks: “Kas olete kindel, et sisestasite õige parooli?”. Sellised küsimused ei meeldi klientidele, kuid kui oled juba vabandanud (ehk esimese sammu edukalt läbitud), siis reageeritakse ka sellistele küsimustele kergemalt.
Lahenda probleem kiirelt ja efektiivselt. Kui sellega läheb aega, siis anna kindlasti kliendile teada. Uuri, kas klient jäi lahendusega rahule. Näita, et tunned huvi kliendi heaolu vastu. Kui võimalik, siis paku kliendile midagi tasuta. Ideaalis pakub sinu “ekstra pakkumine“ midagi nii meeldejäävat ja head, et pikas perspektiivis unustab klient oma algse probleemi.
Mis läks valesti, kuidas see juhtus, mis ette võeti, mis oli lahenduseks ning kuidas klient lahendusse suhtus. Oluline on kogu info üles kirjutada koheselt peale probleemi lahendamist, kuna siis on kõik veel selgelt meeles. Selline teguviis on ainukene võimalus vältimaks sarnaste või veelgi tõsisemate probleemide tekkimist tulevikus.