The document discusses becoming more customer-centric by leveraging voice of the customer (VOC) data. It describes how replication of VOC findings across multiple studies can validate pain point themes to focus on. It compares the company's current VOC efforts to those of Virgin Media, which operationalized VOC by distributing reports in real-time and holding employees accountable for improvements. The document advocates taking a holistic, closed-loop approach to resolving customer pain points by centralizing VOC efforts. It argues internal design experts can be leveraged to create data-driven solutions through rigorous design cycles, as demonstrated by the successful German website redesign.
Brand advertisers should take a fresh hard look at TV advertising and hold it up to the same, high standards of measurability and ROI as digital; and they should be sure to synergize TV (pitching) and digital (catching).
Presentation about the true user experience that I have delivered at the Digital Meet-Up for the Edinburgh public sector in Edinburgh.
I am explaining why so many organisations fail at delivering good customer experience — and how this can be addressed.
This is a presentation Alain Thys gave at the Fred Reichheld NPS Masterclass in Breda on May 10, 2012
It is part of a series of presentations on customer-centricity which are all linked to Alain's book "So You Want To Be Customer-Centric?"
This document provides an overview of how to effectively maximize media realization by understanding the audience, aligning the client's product or service, and finding the right fit between audience needs and the client's offering. It discusses evaluating the audience's jobs, pains, and gains; the client's value proposition in terms of products/services, pain relievers, and gain creators; and finding areas of fit. Key themes are identified and messages are tiered by complexity. Media consumption habits are outlined and mapped to suggest where to place messages based on the attention needed. The goal is to link message complexity and suitability of channel to maximize attention procurement.
VOC ensures that you have done your ground work before taking a plunge in to product development which cost time, money and resources. VOC program can be done for a variety of reason and at multiple points in product development process, but as product manager you should have objectives clearly defined, else the results could be disastrous.
Most early level VOC is done to validate the hypotheses and identify audience. What differentiate a great product manager from a good one is the capability to identify the customer need and articulate it in a clear problem statement. Early stage VOC helps you identify a customer segment and gauge their NEEDS to define a crisp problem statement.
In early stage of product Working directly with your target customers not only gives you information about their preferences an behaviors but also gives you insights in to your competition. This know-how will be more valuable than reading the manuals of your competitors product or run a quick benchmarking in a lab environment.
You can also run VOC program to segment the available marketing and identify different marketing strategies for each target segment. One of the crucial step in VOC at this stage is to identify the FEATURES and FACTORS that will make your product THE BEST alternative to your competition.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
Brand advertisers should take a fresh hard look at TV advertising and hold it up to the same, high standards of measurability and ROI as digital; and they should be sure to synergize TV (pitching) and digital (catching).
Presentation about the true user experience that I have delivered at the Digital Meet-Up for the Edinburgh public sector in Edinburgh.
I am explaining why so many organisations fail at delivering good customer experience — and how this can be addressed.
This is a presentation Alain Thys gave at the Fred Reichheld NPS Masterclass in Breda on May 10, 2012
It is part of a series of presentations on customer-centricity which are all linked to Alain's book "So You Want To Be Customer-Centric?"
This document provides an overview of how to effectively maximize media realization by understanding the audience, aligning the client's product or service, and finding the right fit between audience needs and the client's offering. It discusses evaluating the audience's jobs, pains, and gains; the client's value proposition in terms of products/services, pain relievers, and gain creators; and finding areas of fit. Key themes are identified and messages are tiered by complexity. Media consumption habits are outlined and mapped to suggest where to place messages based on the attention needed. The goal is to link message complexity and suitability of channel to maximize attention procurement.
VOC ensures that you have done your ground work before taking a plunge in to product development which cost time, money and resources. VOC program can be done for a variety of reason and at multiple points in product development process, but as product manager you should have objectives clearly defined, else the results could be disastrous.
Most early level VOC is done to validate the hypotheses and identify audience. What differentiate a great product manager from a good one is the capability to identify the customer need and articulate it in a clear problem statement. Early stage VOC helps you identify a customer segment and gauge their NEEDS to define a crisp problem statement.
In early stage of product Working directly with your target customers not only gives you information about their preferences an behaviors but also gives you insights in to your competition. This know-how will be more valuable than reading the manuals of your competitors product or run a quick benchmarking in a lab environment.
You can also run VOC program to segment the available marketing and identify different marketing strategies for each target segment. One of the crucial step in VOC at this stage is to identify the FEATURES and FACTORS that will make your product THE BEST alternative to your competition.
1. The document discusses tips and tools for conducting effective Voice of the Customer (VOC) research to better listen to and understand customers.
2. It outlines trends in VOC, common research methodologies like Net Promoter Score, and tools for text analytics, crowdsourcing, mobile surveys, and real-time action alerts.
3. The presentation provides best practices for using VOC research to drive innovation, growth, and customer retention.
Jazzy Innovations - Put Emotions in context presentationJazzy Innovations
This document discusses putting customer emotions into context to improve customer satisfaction and loyalty. It outlines a 5-step process of collecting customer data from various sources, measuring emotions and feedback, analyzing the data using AI, reasoning about what the data means in specific contexts, and taking action to improve satisfaction. The goal is to make continuous small improvements rather than large changes. The company discussed, Jazzy Innovations, has developed tools to monitor customer emotions in real-time and provide feedback to help improve soft skills and communications.
Adoption of online videos in organizationsChristian Ruf
The document discusses factors that drive organizations' adoption of online videos. It presents four case studies of organizations in different industries. The results show that environmental characteristics, like monitoring trends, and top-management characteristics, like support from leadership, are key drivers of adopting online videos. Organizational characteristics and innovation characteristics were less important across the cases. The discussion frames the findings in the context of organizations getting ready to adopt new technologies in 2012 and focusing on generating value from IT investments in 2013.
The document summarizes the findings from an evaluation of Creative Credits, an innovation voucher program in the UK that provided £5,000 grants to small businesses to partner with creative service providers. Key findings include:
1) The vouchers had a high level of additionality, with firms much more likely to undertake projects with vouchers than without. However, longer-term impacts on innovation and cooperation were weaker.
2) Outcomes varied greatly depending on the quality of match between firms and creative partners. Stronger brokerage and vetting of partners may have improved results.
3) Implementing the program during an economic recession made it difficult to isolate the impact of the vouchers from broader market conditions.
This document provides an overview of a 4-step user-centered design process for creating apps and interfaces. The steps are: 1) Define the problem by understanding user needs through observation and interviews; 2) Prototype solutions quickly through paper prototypes and storyboards to get early feedback; 3) Evaluate designs using usability heuristics; and 4) Learn and iterate based on user testing to continually improve the design. The goal is to help readers with little design experience go through a process that will result in designs focused on solving users' problems.
Lean Management Review at Volunteer MauritiusMushood Badulla
Start Up Mauritius provides lean management training to help participants successfully complete an entrepreneurial internship. The training covers lean startup techniques like developing value and growth hypotheses to test assumptions about business ideas. A key technique taught is creating a minimum viable product (MVP) - a basic version of the product with minimum features - to test assumptions without large investments. Participants will learn to test MVPs, analyze results, and either improve the product or "pivot" the business strategy based on what they learn to increase chances of success. The goal is for participants to gain experience from an initial failure in order to succeed in future business endeavors.
Innovation is one of the ultimate buzzwords of our era but what is it really? What is its meaning? How can we see it? Replicate it? Scale it? In his talk, I propose that innovation really is the “removal of friction” from a system; and that through this lens we can understand the rise of design, lean startup, Silicon Valley and possibly many other innovative happenings across time.
The talk covers the following topics:
1. The Real Lesson Steve Jobs Taught Us
2. The Rise of Design
3. Innovation = The Removal Of Friction?
4. Co-opting Innovation
Cambridge University Essay Writing CompetitionMelissa Bailey
The document analyzes how Lord of the Flies implicitly presents issues of femininity through the rejection of feminine traits by male characters. It argues that Piggy represents femininity, and that the novel illustrates how the exclusionary nature of masculinity repudiates femininity, ultimately causing the breakdown of order on the island. Key evidence discussed includes Ralph's memory of never reading a book about two girls, and the boys refusing to tie back their long hair like girls would.
2020 NAMM Presentation | The 7 Biggest digital marketing mistakes and how to ...Digitopia
Earlier this year, Frank Cowell, CEO of Digitopia presented at the annual NAMM conference in Anaheim, CA. The focus of the talk was on the 7 most prominent digital marketing mistakes and the remedies. In the presentation, Frank explores how you can create a strategy that actually differentiates your business and converts website traffic into qualified sales opportunities.
For the video recording of the presentation visit - https://www.digitopia.agency/blog/2020-namm-7-biggest-digital-marketing-mistakes-and-the-remedies
Immersive business model canvas august 20 2014 (day one)UpStartBayArea
This document outlines the agenda and objectives for a two-day immersive workshop on using the Business Model Canvas. Day one will focus on introductions to the Business Model Canvas, value propositions, customer discovery, and product-market fit. The afternoon will involve practicing pitching the fit. Day two will continue working on customer discovery and refining pitches, with a focus on developing action plans. The workshop aims to help participants effectively apply business concepts to social sector organizations and projects.
Topic For Essay Writing In English. Online assignment writing service.Robyn Nelson
The study constructed a laboratory photoreactor to degrade selected emerging contaminants using low concentrations of TiO2 and solar photoconcentration. Experiments were conducted at different light intensities with 20 mg/L TiO2 and at 50 mg/L TiO2 over normalized reaction time. Samples were filtered, concentrated 100 times using solid phase extraction, and five emerging contaminants were detected at concentrations of 100 μg/L, demonstrating the effectiveness of the solar photo catalysis method using low TiO2 concentrations.
The history and vision section provides an overview of the origins and growth of Macquarie Group and David Jones. Macquarie Group was founded in 1969 with three staff providing investment banking and counselling services, and has since expanded globally across 28 countries and various industries. David Jones began in 1838 as Australia's first department store and oldest in the world, located strategically in Sydney, and reinvented itself successfully under new leadership to cement its prestige.
Co-Creation Forum presents: How Brands can Derive Insight from Co-CreationEphraim Cohen
Co-Creation is an increasingly interesting and talked about topic of conversation. Yet some are left to ponder its relevance and value to an organization. During this webinar, Jennifer Kitchen, Managing Director of Promise North America will challenge the audience to think about “Why aren’t organizations infusing co-creation into their brand development processes?” As fodder to the discussion, Jennifer will draw upon real-life stories from a range of co-creation believers and skeptics.
My Guide To Writing A Killer Cover Letter RDatascienceMichelle Madero
The report analyzes the alignment of objectives between the Transportation Security Administration (TSA) directorate and the Department of Homeland Security (DHS). It examines whether TSA's priorities align with DHS's priorities. Any misalignments will be identified and recommendations made. The report also assesses if TSA's roles duplicate those of other DHS directorates. This ensures TSA works efficiently to achieve DHS's overall goals.
Mission driven growth - Transferwise - Roman Rossov - Product Camp 2017Product Camp Brasil
Mission driven growth - Transferwise - Roman Rossov - Product Camp 2017
Todas as palestras dessa edição foram gravadas e estão disponíveis no Youtube do evento. Acesse: http://bit.ly/youtubedoeventodeproduto
A simple step by step eye opener on why UX goes beyond the screen, and have an impact in how your organisation work, and innovate.
Written by Alexis Gérôme and presented in Paris - January 2019.
A presentation I made in 2011 to train old and new colleagues in the art of planning and concept design. This is the model I've been using for the last 10 years, and we wanted to share this to everyone.
GOKCE TOMBUL - HOW TO BUILD A SUCCESSFUL EXPERIMENTATION PROGRAMHilary Ip
This document outlines how to build a successful experimentation program. It discusses setting clear business metrics and prioritizing user problems through qualitative research. Key steps include forming hypotheses tied to user problems, prioritizing hypotheses using frameworks like ICE (Impact, Confidence, Ease), designing and testing experiments, and analyzing results to determine if the experiment solved problems and moved metrics. The success of an experimentation program depends on strong hypotheses, prioritization frameworks, and the speed of experimentation.
This agency provides marketing and branding services including visual content creation across various platforms. They consult with clients to develop, write, design, shoot, and deliver visual materials to engage customers and maximize brands. The agency works directly with partners on each project to create a powerful synergy between the client's brand and the agency's creative insights. They have worked with a diverse range of industries and produced award-winning campaigns for clients such as Johnson & Johnson.
Identifying & Increasing your "Experience Quotient" (Patanjali Chary at Enter...Rosenfeld Media
The document summarizes a presentation about increasing a company's "Experience Quotient" (UXQ). The presentation discusses developing a UX strategy using a strategic model to analyze a UX team's resources, capabilities, and the quality of its user experiences. It involves interviewing company members, grouping feedback, and plotting strengths and weaknesses on a graph to identify areas for improvement. The goal is to demonstrate how improving user experiences can increase customer loyalty and willingness to pay.
Jazzy Innovations - Put Emotions in context presentationJazzy Innovations
This document discusses putting customer emotions into context to improve customer satisfaction and loyalty. It outlines a 5-step process of collecting customer data from various sources, measuring emotions and feedback, analyzing the data using AI, reasoning about what the data means in specific contexts, and taking action to improve satisfaction. The goal is to make continuous small improvements rather than large changes. The company discussed, Jazzy Innovations, has developed tools to monitor customer emotions in real-time and provide feedback to help improve soft skills and communications.
Adoption of online videos in organizationsChristian Ruf
The document discusses factors that drive organizations' adoption of online videos. It presents four case studies of organizations in different industries. The results show that environmental characteristics, like monitoring trends, and top-management characteristics, like support from leadership, are key drivers of adopting online videos. Organizational characteristics and innovation characteristics were less important across the cases. The discussion frames the findings in the context of organizations getting ready to adopt new technologies in 2012 and focusing on generating value from IT investments in 2013.
The document summarizes the findings from an evaluation of Creative Credits, an innovation voucher program in the UK that provided £5,000 grants to small businesses to partner with creative service providers. Key findings include:
1) The vouchers had a high level of additionality, with firms much more likely to undertake projects with vouchers than without. However, longer-term impacts on innovation and cooperation were weaker.
2) Outcomes varied greatly depending on the quality of match between firms and creative partners. Stronger brokerage and vetting of partners may have improved results.
3) Implementing the program during an economic recession made it difficult to isolate the impact of the vouchers from broader market conditions.
This document provides an overview of a 4-step user-centered design process for creating apps and interfaces. The steps are: 1) Define the problem by understanding user needs through observation and interviews; 2) Prototype solutions quickly through paper prototypes and storyboards to get early feedback; 3) Evaluate designs using usability heuristics; and 4) Learn and iterate based on user testing to continually improve the design. The goal is to help readers with little design experience go through a process that will result in designs focused on solving users' problems.
Lean Management Review at Volunteer MauritiusMushood Badulla
Start Up Mauritius provides lean management training to help participants successfully complete an entrepreneurial internship. The training covers lean startup techniques like developing value and growth hypotheses to test assumptions about business ideas. A key technique taught is creating a minimum viable product (MVP) - a basic version of the product with minimum features - to test assumptions without large investments. Participants will learn to test MVPs, analyze results, and either improve the product or "pivot" the business strategy based on what they learn to increase chances of success. The goal is for participants to gain experience from an initial failure in order to succeed in future business endeavors.
Innovation is one of the ultimate buzzwords of our era but what is it really? What is its meaning? How can we see it? Replicate it? Scale it? In his talk, I propose that innovation really is the “removal of friction” from a system; and that through this lens we can understand the rise of design, lean startup, Silicon Valley and possibly many other innovative happenings across time.
The talk covers the following topics:
1. The Real Lesson Steve Jobs Taught Us
2. The Rise of Design
3. Innovation = The Removal Of Friction?
4. Co-opting Innovation
Cambridge University Essay Writing CompetitionMelissa Bailey
The document analyzes how Lord of the Flies implicitly presents issues of femininity through the rejection of feminine traits by male characters. It argues that Piggy represents femininity, and that the novel illustrates how the exclusionary nature of masculinity repudiates femininity, ultimately causing the breakdown of order on the island. Key evidence discussed includes Ralph's memory of never reading a book about two girls, and the boys refusing to tie back their long hair like girls would.
2020 NAMM Presentation | The 7 Biggest digital marketing mistakes and how to ...Digitopia
Earlier this year, Frank Cowell, CEO of Digitopia presented at the annual NAMM conference in Anaheim, CA. The focus of the talk was on the 7 most prominent digital marketing mistakes and the remedies. In the presentation, Frank explores how you can create a strategy that actually differentiates your business and converts website traffic into qualified sales opportunities.
For the video recording of the presentation visit - https://www.digitopia.agency/blog/2020-namm-7-biggest-digital-marketing-mistakes-and-the-remedies
Immersive business model canvas august 20 2014 (day one)UpStartBayArea
This document outlines the agenda and objectives for a two-day immersive workshop on using the Business Model Canvas. Day one will focus on introductions to the Business Model Canvas, value propositions, customer discovery, and product-market fit. The afternoon will involve practicing pitching the fit. Day two will continue working on customer discovery and refining pitches, with a focus on developing action plans. The workshop aims to help participants effectively apply business concepts to social sector organizations and projects.
Topic For Essay Writing In English. Online assignment writing service.Robyn Nelson
The study constructed a laboratory photoreactor to degrade selected emerging contaminants using low concentrations of TiO2 and solar photoconcentration. Experiments were conducted at different light intensities with 20 mg/L TiO2 and at 50 mg/L TiO2 over normalized reaction time. Samples were filtered, concentrated 100 times using solid phase extraction, and five emerging contaminants were detected at concentrations of 100 μg/L, demonstrating the effectiveness of the solar photo catalysis method using low TiO2 concentrations.
The history and vision section provides an overview of the origins and growth of Macquarie Group and David Jones. Macquarie Group was founded in 1969 with three staff providing investment banking and counselling services, and has since expanded globally across 28 countries and various industries. David Jones began in 1838 as Australia's first department store and oldest in the world, located strategically in Sydney, and reinvented itself successfully under new leadership to cement its prestige.
Co-Creation Forum presents: How Brands can Derive Insight from Co-CreationEphraim Cohen
Co-Creation is an increasingly interesting and talked about topic of conversation. Yet some are left to ponder its relevance and value to an organization. During this webinar, Jennifer Kitchen, Managing Director of Promise North America will challenge the audience to think about “Why aren’t organizations infusing co-creation into their brand development processes?” As fodder to the discussion, Jennifer will draw upon real-life stories from a range of co-creation believers and skeptics.
My Guide To Writing A Killer Cover Letter RDatascienceMichelle Madero
The report analyzes the alignment of objectives between the Transportation Security Administration (TSA) directorate and the Department of Homeland Security (DHS). It examines whether TSA's priorities align with DHS's priorities. Any misalignments will be identified and recommendations made. The report also assesses if TSA's roles duplicate those of other DHS directorates. This ensures TSA works efficiently to achieve DHS's overall goals.
Mission driven growth - Transferwise - Roman Rossov - Product Camp 2017Product Camp Brasil
Mission driven growth - Transferwise - Roman Rossov - Product Camp 2017
Todas as palestras dessa edição foram gravadas e estão disponíveis no Youtube do evento. Acesse: http://bit.ly/youtubedoeventodeproduto
A simple step by step eye opener on why UX goes beyond the screen, and have an impact in how your organisation work, and innovate.
Written by Alexis Gérôme and presented in Paris - January 2019.
A presentation I made in 2011 to train old and new colleagues in the art of planning and concept design. This is the model I've been using for the last 10 years, and we wanted to share this to everyone.
GOKCE TOMBUL - HOW TO BUILD A SUCCESSFUL EXPERIMENTATION PROGRAMHilary Ip
This document outlines how to build a successful experimentation program. It discusses setting clear business metrics and prioritizing user problems through qualitative research. Key steps include forming hypotheses tied to user problems, prioritizing hypotheses using frameworks like ICE (Impact, Confidence, Ease), designing and testing experiments, and analyzing results to determine if the experiment solved problems and moved metrics. The success of an experimentation program depends on strong hypotheses, prioritization frameworks, and the speed of experimentation.
This agency provides marketing and branding services including visual content creation across various platforms. They consult with clients to develop, write, design, shoot, and deliver visual materials to engage customers and maximize brands. The agency works directly with partners on each project to create a powerful synergy between the client's brand and the agency's creative insights. They have worked with a diverse range of industries and produced award-winning campaigns for clients such as Johnson & Johnson.
Identifying & Increasing your "Experience Quotient" (Patanjali Chary at Enter...Rosenfeld Media
The document summarizes a presentation about increasing a company's "Experience Quotient" (UXQ). The presentation discusses developing a UX strategy using a strategic model to analyze a UX team's resources, capabilities, and the quality of its user experiences. It involves interviewing company members, grouping feedback, and plotting strengths and weaknesses on a graph to identify areas for improvement. The goal is to demonstrate how improving user experiences can increase customer loyalty and willingness to pay.
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
Beyond Degrees - Empowering the Workforce in the Context of Skills-First.pptxEduSkills OECD
Iván Bornacelly, Policy Analyst at the OECD Centre for Skills, OECD, presents at the webinar 'Tackling job market gaps with a skills-first approach' on 12 June 2024
Temple of Asclepius in Thrace. Excavation resultsKrassimira Luka
The temple and the sanctuary around were dedicated to Asklepios Zmidrenus. This name has been known since 1875 when an inscription dedicated to him was discovered in Rome. The inscription is dated in 227 AD and was left by soldiers originating from the city of Philippopolis (modern Plovdiv).
Chapter wise All Notes of First year Basic Civil Engineering.pptxDenish Jangid
Chapter wise All Notes of First year Basic Civil Engineering
Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
Buildings: Selection of site for Buildings, Layout of Building Plan, Types of buildings, Plinth area, carpet area, floor space index, Introduction to building byelaws, concept of sun light & ventilation. Components of Buildings & their functions, Basic concept of R.C.C., Introduction to types of foundation
Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
4. BCP, Surveying volume 1
Gender and Mental Health - Counselling and Family Therapy Applications and In...PsychoTech Services
A proprietary approach developed by bringing together the best of learning theories from Psychology, design principles from the world of visualization, and pedagogical methods from over a decade of training experience, that enables you to: Learn better, faster!
Walmart Business+ and Spark Good for Nonprofits.pdfTechSoup
"Learn about all the ways Walmart supports nonprofit organizations.
You will hear from Liz Willett, the Head of Nonprofits, and hear about what Walmart is doing to help nonprofits, including Walmart Business and Spark Good. Walmart Business+ is a new offer for nonprofits that offers discounts and also streamlines nonprofits order and expense tracking, saving time and money.
The webinar may also give some examples on how nonprofits can best leverage Walmart Business+.
The event will cover the following::
Walmart Business + (https://business.walmart.com/plus) is a new shopping experience for nonprofits, schools, and local business customers that connects an exclusive online shopping experience to stores. Benefits include free delivery and shipping, a 'Spend Analytics” feature, special discounts, deals and tax-exempt shopping.
Special TechSoup offer for a free 180 days membership, and up to $150 in discounts on eligible orders.
Spark Good (walmart.com/sparkgood) is a charitable platform that enables nonprofits to receive donations directly from customers and associates.
Answers about how you can do more with Walmart!"
5. With all of this
work going on how
are we doing in
terms of customer
satisfaction?
6. “With all of the work we are doing, shouldn’t our
scores be better?”
85.5
Overall Customer Satisfaction
85
84.5 85%
84
83.5
83
82.5 83%
82
Us Them
Us Them
Western Union Global Business Intelligence. (2009). 2009 Annual Brand Tracker. Vienna: Western Union Corporation.
7. “That is just one score from one study using one
methodology, should we be acting on that?”
8. Our organization has put several methods into place
to serve as voice of the customer (VOC) listening
posts… “With so many methods and so
much data aren’t we just putting
ourselves at risk of ‘analysis-
paralysis’?”
9. Yes, we do collect a great deal of VOC data,
however current best practices advocate this
approach by leveraging the concept of replication to
validate VOC themes.
10. When findings are replicated across more than one
study we can feel confident aligning ourselves around
VOC pain-point themes by listening to the customer.
Owen, R. &. (2009). Answering the Ultimate Question. San Fransisco, CA: John Wiley & Sons.
11. “What do you mean by ‘replication’ and why is it
important?”
12. In the scientific community studies are
replicated to assure that the results are
reliable.
VOC Study #1 VOC Study #2
Same
Results
13. Once replicated, the results can be
generalized across other situations because
scientists agree on the results.
VOC Study #1 VOC Study #2
“We can then solve
“Let’s work together to larger issues for more
isolate the root cause of our customers.”
VOC pain-point themes...”
14. For example, if two studies find that picking
up money is a customer pain-point theme, we
then accept the finding as a VOC pain-point.
Customer Satisfaction Survey Call Center Survey Theme
Theme
“My pregnant finance had
“My son had to go
to wait over an hour to pick
to three locations
up the money I sent her
before he found
because they said they did
one that let him
not have that much cash. I
pick up the $800
thought you service was
that I sent him. This
suppose to be fast?”
is unacceptable to
me.”
Same
Results
Process Related Money Pick-Up Theme
Western Union Global Customer Experience Management. (2010). Global Customer Satisfaction Survey. Englewood: Western Union Corporation.
15. Now that we have identified a pain-
point it is good to resolve individual
customer problems, however...
Specific Customer Response Specific Customer Response
“…I am emailing to help “Hello, I am calling to
resolve the problem you help resolve the problem
reported via our you reported via our
survey…” survey…”
16. We must also focus on resolving the
underlying systemic cause of the problem
or theme….
Customer Pain-Point Theme Customer Pain-Point Theme
“We’ve identified the “Now we are working
together to solve them!”
root causes…”
17. “Ok, so we now agree that we have a problem, if
more than one study points to the same problem.
Now what? Don’t we just have a laundry list of
problems now?”
18. Yes, we do now have a list of pain-point,
themes…however it is our ‘to-do’ list.
“Have other organizations Our customer-
centric goal!
been able to do this?”
19. Yes, Virgin Media is a great example of a
company who accepted responsibility for making
changes to their processes that were flagged as
customer pain-point causes.
“At Virgin Media in 2007 we
‘operationalized’ our VOC program,
by routing specific comments to the
departments causing pain-points, in
real-time.”
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
20. “So how is what Virgin
Media did, different “Let’s compare our
from what we are current efforts to their
doing?” VOC program.”
21. Currently we follow best practices having
established numerous VOC listening posts.
23. Virgin Media also collects data using multiple
VOC listening posts, however…
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
24. Reports are distributed widely across the
organization in real-time…
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
25. And all employees, at every level, are held
accountable for improving satisfaction…
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
26. Everyone is expected to use this VOC data to
drive their daily actions and policy decisions.
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
27. “Ah-ha! So one big difference between our current
VOC program and Virgin Media is the ‘closed-loop’.
We need to make VOC data more widely available
and hold ourselves accountable for solving our
customers’ problems.”
28. “I am not sure what you mean by ‘closed-loop’,
but it seems to me that you want to embarrass my
department by sharing VOC comments that make
my people look bad.”
29. Actually the idea is to balance the needs of the
customer with the needs of the business. By shedding
light on pain-points, resources can be aligned to
solve the issues that mean the most to our customers.
“This is what is
important to me,
the Customer….”
30. Let’s revisit the Virgin Media example, in 2007, when they began
their VOC program, customer pain points were widely discussed
internally. Unfortunately no one was held accountable for solving
pain-points and very little improvement was seen for the first
year.
“In 2008 a centralized Customer
Experience Team was formed to work
with departments to solve pain-points,
and to ultimately create accountability
for those departments unwilling to make
the necessary changes.”
“We refer to this as our ‘closed-loop VOC
program’ and our proud of our world-class
customer satisfaction scores.”
Satmetrix. (2009). European Net Promoter Conference. European Net Promoter Conference Report (pp. 6-14). London: Satmetrix.
31. “My department has its own Customer Experience
Team, we don’t need some 3rd party department
telling us what to do.”
32. It is terrific that you are putting so much focus on the customer
experience, however how will ‘fixes’ in your department work
with changes being made by other Customer Experience
Teams in other departments?
33. A centralized view to the customer experience can
ensure that the end-to-end experience works together
holistically.
“Our task now is to
align our efforts in
order to better
leverage our
economies of scale.”
34. “OK, so we acknowledge that we need to
respond holistically to customer pain-points,
however we do not have any experience doing
this.”
35. Actually we have been quite successful in implementing a
rigorous VOC-driven approach by leveraging our
extraordinary internal design community.
“Leveraging internal design experts from a variety of
fields, we can create data-drive customer experience
solutions.”
36. Visual Designers, Instructional Designers and Interaction
Designers trained in data-driven design processes
working together have been leveraged to create
outstanding customer experiences.
37. To find success in using VOC data to solve for customer
pain-points we need to look no further than our
transactional website in Germany.
“I find this
website hard to
use because….”
38. In 2008, a group of internal designers analyzed
feedback received from EU Web Customers and then
began to prioritize pain-points…
“We are hearing customers say…”
39. “Let’s rank them in the order that they are creating
dissatisfaction, let’s put the most serve pain-points on the top
of the list that we want to solve for…
1. The transaction takes too long,
2. It is not clear how much it costs,
3. Some of the language used is confusing to me, etc..”
40. “Next, utilizing an iterative design process let’s create a
design that solves these problems and that can also work
within the technology constraints of the core money transfer
system.”
41. “Finally we validated the design via 1:1 testing with German
consumers. Once the design was complete, it was built and
launched.”
42. “Today, two years later the German website out performs the
US website in customer satisfaction. This success can be
attributed to the rigorous VOC data-driven process we
undertook. Additionally an ROI of over 2,000% was
achieved for this design process in the first 12 months since
launch.”
Western Union Web Customer Experience . (2010, January). Web Customer Experience Update.
43. Our website customer satisfaction scores are remarkably
better on the German site when compared to the US site,
where this type of comprehensive VOC design program
was not undertaken.
40
30
35
20
10
0
-10 United States Germany
-20 -27
-30
-40 Customer Satisfaction
Western Union Global Customer Experience Management. (2010). Global Customer Satisfaction Survey. Englewood: Western Union Corporation.
44. To remove the barriers that stand between us and our
goal of being more customer-centric we must..
Accept that we have
valid VOC pain-
points when they are
found across more
than one study…
45. To remove the barriers that stand between us and our
goal of being more customer-centric we must..
Openly distribute,
discuss and prioritize
VOC pain-point
problems…
46. To remove the barriers that stand between us and our
goal of being more customer-centric we must..
Build a closed-loop
feedback process
holding ourselves
accountable for
solving these
problems…
47. To remove the barriers that stand between us and our
goal of being more customer-centric we must..
Undertake rigorous
data-driven design
cycles to create and
validate solutions
with our customers..