The document summarizes the key learnings from a trip to Silicon Valley by two authors to understand entrepreneurship and customer-centric approaches. They visited many successful startups and companies like Google, Apple, LinkedIn, and Salesforce. Their main conclusions are that modern organizations must put the customer first without compromise through a flexible, networked structure driven by a strong sense of purpose. Details and passion are also vital to satisfying customers.
Weâre all trying to find that idea or spark that will turn a good project into a great project. Creativity plays a huge role in the outcome of our work. Harnessing the power of collaboration and open source, we can make great strides towards excellence. Not just for designers, this talk can be applicable to many different roles â even development. In this talk, Seasoned Creative Director Sara Cannon is going to share some secrets about creative methodology, collaboration, and the strong role that open source can play in our work.
https://www.wrike.com/blog/how-to-build-the-perfect-team-nancy-butler/ - Having the right people in place is essential to accomplishing your goals and building your business. Follow these tips from Nancy Butler, business coach and award-winning author of Above All Else, to assemble the perfect high-performing team.
This powerpoint presentation is designed to make people realise that how much your positive attitude is necessary to achieve success and how much your negative attitude can affect your life,your career and a lot beside it.
38 Employee Engagement Ideas Your Team Will LoveElodie A.
Â
Team building is an important part of making employees happy. Here are 38 employee engagement ideas you can use right away with your team.
Read more on Officevibe blog:
https://www.officevibe.com/blog/employee-engagement-ideas-team-will-love
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
Download the FREE guide about the 10 pillars of employee engagement:
http://hs.officevibe.com/complete-guide-employee-engagement?utm_source=slideshare&utm_medium=social&utm_campaign=38-engagement-ideas-your-team-will-love&utm_content=employee-engagement-ebook
11 Scary Statistics About Stress At WorkOfficevibe
Â
Stress is a silent killer. Thereâs plenty of research on the subject that shows that too much stress can have traumatizing health effects.
Read more on Officevibe blog:
https://www.officevibe.com/blog/infographic-stress-at-work
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
If you are like many people, even the thought of delivering a speech in front of an audience will get your palms sweating. The fear of public speaking ranks high among the most common phobias, and for good reason: most of us approach the situation with the wrong mindset, which in turn makes us live out our worst fears in a public forum.
As Michael Parker notes in ITâS NOT WHAT YOU SAY: How to Sell Your Message When It Matters Most (A TarcherPerigee paperback; on sale January 2016), our fixation on the content of our words â and not the presentation of ourselves â is what brings us down. Once the Vice-Chairman of Londonâs Saatchi & Saatchi, and one of the worldâs most experienced advertising pitch men, having made more than 1,000 pitches in his successful career, Parker has learned first-hand that an effective presentation, a job interview, or even a speech at a wedding hinges on our ability to portray ourselves as passionate, relatable, and collected. But, if we are focused on what we say, and not how we act, we will fail to persuade our audience.
Applied in the boardroom, at the pulpit, or even in conversation, these tenets will help you present better in any situation.
Weâre all trying to find that idea or spark that will turn a good project into a great project. Creativity plays a huge role in the outcome of our work. Harnessing the power of collaboration and open source, we can make great strides towards excellence. Not just for designers, this talk can be applicable to many different roles â even development. In this talk, Seasoned Creative Director Sara Cannon is going to share some secrets about creative methodology, collaboration, and the strong role that open source can play in our work.
https://www.wrike.com/blog/how-to-build-the-perfect-team-nancy-butler/ - Having the right people in place is essential to accomplishing your goals and building your business. Follow these tips from Nancy Butler, business coach and award-winning author of Above All Else, to assemble the perfect high-performing team.
This powerpoint presentation is designed to make people realise that how much your positive attitude is necessary to achieve success and how much your negative attitude can affect your life,your career and a lot beside it.
38 Employee Engagement Ideas Your Team Will LoveElodie A.
Â
Team building is an important part of making employees happy. Here are 38 employee engagement ideas you can use right away with your team.
Read more on Officevibe blog:
https://www.officevibe.com/blog/employee-engagement-ideas-team-will-love
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
Download the FREE guide about the 10 pillars of employee engagement:
http://hs.officevibe.com/complete-guide-employee-engagement?utm_source=slideshare&utm_medium=social&utm_campaign=38-engagement-ideas-your-team-will-love&utm_content=employee-engagement-ebook
11 Scary Statistics About Stress At WorkOfficevibe
Â
Stress is a silent killer. Thereâs plenty of research on the subject that shows that too much stress can have traumatizing health effects.
Read more on Officevibe blog:
https://www.officevibe.com/blog/infographic-stress-at-work
Learn more about Officevibe, the simplest tool for a greater workplace:
https://www.officevibe.com/
If you are like many people, even the thought of delivering a speech in front of an audience will get your palms sweating. The fear of public speaking ranks high among the most common phobias, and for good reason: most of us approach the situation with the wrong mindset, which in turn makes us live out our worst fears in a public forum.
As Michael Parker notes in ITâS NOT WHAT YOU SAY: How to Sell Your Message When It Matters Most (A TarcherPerigee paperback; on sale January 2016), our fixation on the content of our words â and not the presentation of ourselves â is what brings us down. Once the Vice-Chairman of Londonâs Saatchi & Saatchi, and one of the worldâs most experienced advertising pitch men, having made more than 1,000 pitches in his successful career, Parker has learned first-hand that an effective presentation, a job interview, or even a speech at a wedding hinges on our ability to portray ourselves as passionate, relatable, and collected. But, if we are focused on what we say, and not how we act, we will fail to persuade our audience.
Applied in the boardroom, at the pulpit, or even in conversation, these tenets will help you present better in any situation.
Hacking the Creative Brain - Web Directions 2015Denise Jacobs
Â
As tech professionals, what we need is a way to work better so that we can create more, right? Through exploring various concepts and approaches, including the neuroscience of creativity, productivity techniques, and emerging practices that spur innovation, we'll discover not only the ways in which our brains work best, but also whatâs behind the times when we feel on fire with creativity and when we don't. Weâll translate this information into processes and techniques for dramatically enhanced creative productivity. Beware: this session challenges the standard norms around concentration, focus, productivity, and may change how you workâŚfor the better.
The Great State of Design with CSS Grid Layout and FriendsStacy Kvernmo
Â
For far too long we've been forced to reuse layout patterns that have worked in the past, creating a web full of sites that all look the same. Narrow timelines, browser support restrictions and lack of a true grid system have led us to create work that is "good enough".
I've spent years exploring how we can make the web a more unique space. With some of the newer CSS techniques available, we can start to make more creative designs. CSS Grid Layout is on the horizon and will play a major role in the design of our sites. Finally having a true, 2 dimensional grid will give our layouts much more flexibility and it is on us to explore the possibilities.
This talk was presented at CSS Day 2016.
Tired of losing sales pitches? Look no further, get some timeless advice from high-stakes presentation consultant: Cliff Atkinson on how to throw out your old sales pitch and make your next one count.
Download here: http://www.paywithapost.de/pay?id=80eb8437-7393-4e61-b8a6-175d76d9eb5b
Presented to a group of approx 20 leaders in the field of mentoring at the Friends for Youth Mentoring Conference, Thursday April 18, 2013 in Santa Clara, CA
My hope is you can use this personal branding framework to get what you want from your careerâbalancing the challenges to match up to your skills and your passion to match up with your happiness.
10 Insights to Deliver Amazing Customer ServiceDesk
Â
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
The Do's and Don'ts of Customer Experience Cloudcherry
Â
Most Businesses are having to refocus and reorient themselves in order to survive in the Age of the Customer. The undeterred focus on Customer Experience is happening now more than ever and that means there is very little room for error. There are specific things you shouldn't be doing, certain very basic things you need to be really good at. So, find out what all of them are and use this knowledge to become a Customer Experience leader
10 Best Practices of a Best Company to Work ForO.C. Tanner
Â
What does it take to be named a Best Company to Work for by FORTUNE magazine? For starters, a winning culture, collaboration, and creating an environment for learning and growth. Take a look at these slides for more ideas!
Fight for Yourself: How to Sell Your Ideas and Crush PresentationsDigital Surgeons
Â
Don't let your blood, sweat, and pixels be overlooked, great creative doesn't sell itself.
Every presentation is a story, an opportunity to sell not just your work, but what people actually buy â YOU.
This presentation will walk viewers through three core aspects of winning at any presentation, Confidence, Comprehension, and Conviction.
These concepts, central to your work as a creative professional, are backed by science and bolstered by thoughts from some of the worldâs leading creative professionals.
9 Unique Traits of High-Performing TeamsWeekdone.com
Â
What are the unique traits that separate high-performers from low-performers? Find out and build your own High-Performance Team that is highly focused on goals and achieve superior business results.
As a leader, you spend a lot of your time making sure that your team is working well together. Here are the secrets that every manager should know to make your team successful.
Subscribe to our free 11-day email course on HOW TO BE A BETTER LEADER:
http://officevi.be/29Sx4bK
Read more on employee engagement on Officevibe blog:
https://www.officevibe.com/blog
How to Be Happy at Work - 10 Simple Tips That WorkD B
Â
Do you want to learn how to be happy at work? Here are 10 simple things that you can do that are proven to work.
By Officevibe, the Simplest Employee Engagement tool
Read the full article on Officevibe:
www.officevibe.com/blog/happy-at-work-infographic
Download our free resources about engagement and happiness:
https://www.officevibe.com/resources
Follow us on Facebook:
www.facebook.com/officevibe
Share your thoughts on Twitter !
https://twitter.com/Officevibe
We turned Valentine's Day into Customer Love Day, and dressed up as many of our wonderful customers. Take a look at the goofy, hysterical costumes our Leveroos came up with.
Hacking the Creative Brain - Web Directions 2015Denise Jacobs
Â
As tech professionals, what we need is a way to work better so that we can create more, right? Through exploring various concepts and approaches, including the neuroscience of creativity, productivity techniques, and emerging practices that spur innovation, we'll discover not only the ways in which our brains work best, but also whatâs behind the times when we feel on fire with creativity and when we don't. Weâll translate this information into processes and techniques for dramatically enhanced creative productivity. Beware: this session challenges the standard norms around concentration, focus, productivity, and may change how you workâŚfor the better.
The Great State of Design with CSS Grid Layout and FriendsStacy Kvernmo
Â
For far too long we've been forced to reuse layout patterns that have worked in the past, creating a web full of sites that all look the same. Narrow timelines, browser support restrictions and lack of a true grid system have led us to create work that is "good enough".
I've spent years exploring how we can make the web a more unique space. With some of the newer CSS techniques available, we can start to make more creative designs. CSS Grid Layout is on the horizon and will play a major role in the design of our sites. Finally having a true, 2 dimensional grid will give our layouts much more flexibility and it is on us to explore the possibilities.
This talk was presented at CSS Day 2016.
Tired of losing sales pitches? Look no further, get some timeless advice from high-stakes presentation consultant: Cliff Atkinson on how to throw out your old sales pitch and make your next one count.
Download here: http://www.paywithapost.de/pay?id=80eb8437-7393-4e61-b8a6-175d76d9eb5b
Presented to a group of approx 20 leaders in the field of mentoring at the Friends for Youth Mentoring Conference, Thursday April 18, 2013 in Santa Clara, CA
My hope is you can use this personal branding framework to get what you want from your careerâbalancing the challenges to match up to your skills and your passion to match up with your happiness.
10 Insights to Deliver Amazing Customer ServiceDesk
Â
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
The Do's and Don'ts of Customer Experience Cloudcherry
Â
Most Businesses are having to refocus and reorient themselves in order to survive in the Age of the Customer. The undeterred focus on Customer Experience is happening now more than ever and that means there is very little room for error. There are specific things you shouldn't be doing, certain very basic things you need to be really good at. So, find out what all of them are and use this knowledge to become a Customer Experience leader
10 Best Practices of a Best Company to Work ForO.C. Tanner
Â
What does it take to be named a Best Company to Work for by FORTUNE magazine? For starters, a winning culture, collaboration, and creating an environment for learning and growth. Take a look at these slides for more ideas!
Fight for Yourself: How to Sell Your Ideas and Crush PresentationsDigital Surgeons
Â
Don't let your blood, sweat, and pixels be overlooked, great creative doesn't sell itself.
Every presentation is a story, an opportunity to sell not just your work, but what people actually buy â YOU.
This presentation will walk viewers through three core aspects of winning at any presentation, Confidence, Comprehension, and Conviction.
These concepts, central to your work as a creative professional, are backed by science and bolstered by thoughts from some of the worldâs leading creative professionals.
9 Unique Traits of High-Performing TeamsWeekdone.com
Â
What are the unique traits that separate high-performers from low-performers? Find out and build your own High-Performance Team that is highly focused on goals and achieve superior business results.
As a leader, you spend a lot of your time making sure that your team is working well together. Here are the secrets that every manager should know to make your team successful.
Subscribe to our free 11-day email course on HOW TO BE A BETTER LEADER:
http://officevi.be/29Sx4bK
Read more on employee engagement on Officevibe blog:
https://www.officevibe.com/blog
How to Be Happy at Work - 10 Simple Tips That WorkD B
Â
Do you want to learn how to be happy at work? Here are 10 simple things that you can do that are proven to work.
By Officevibe, the Simplest Employee Engagement tool
Read the full article on Officevibe:
www.officevibe.com/blog/happy-at-work-infographic
Download our free resources about engagement and happiness:
https://www.officevibe.com/resources
Follow us on Facebook:
www.facebook.com/officevibe
Share your thoughts on Twitter !
https://twitter.com/Officevibe
We turned Valentine's Day into Customer Love Day, and dressed up as many of our wonderful customers. Take a look at the goofy, hysterical costumes our Leveroos came up with.
The Dictionary of Brand by Marty NeumeierLiquid Agency
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The Dictionary of Brand: Sponsored by Google. Written by Marty Neumeier. Designed by Liquid.
Before Google came on the scene, advertising was little more than one-way communicationâcompanies talking âatâ their customers instead of âwithâ their customers. But thanks to web communications, customers can now âtalk backâ to companies, turning brand-building into job one for all competitive businesses. Google recently established BrandLab, an innovative workshop-based program and collaborative center dedicated to helping brands get the most out of the web through education, inspiration, and hands-on practice. One of BrandLabâs first acts was to publish The Dictionary of Brand. Google asked Liquid to write and design this groundbreaking bookâno easy task in a world where definitions are evolving daily.
Sponsored by Google. Designed in Silicon Valley by Liquid.
Liquidâs Director of Transformation, Marty Neumeier, has written several definitive books on brand strategy, including The Brand Gap, Zag, and The Designful Company. Now heâs written an exciting reference that is destined to join these titles on every brand-builderâs desk: The Dictionary of Brand. The new bookâcommissioned by Googleâis a ârelationalâ glossary containing 500 interconnected terms in brand strategy, advertising, design, innovation, and management. As part of their curriculum to help companies build their brands and connect with global customers, Google BrandLab provides copies of The Dictionary of Brand to every agency and client it collaborates withâa roster that includes companies such as Capital One, Coca-Cola, and Toyota.
Why a dictionary?
Brands are increasingly built by specialists, and specialists can only succeed through collaboration, which depends on a common language. The Dictionary of Brand is the first step in creating a âlinguistic foundationââa set of terms that allow specialists from different disciplines to work together in a larger community of practice. Although many of the terms are widely used by brand specialists, some havenât yet appeared in other dictionaries. There are no copyright restrictions on republishing any these definitions word for word; all thatâs needed is a credit line.
Want a copy, here you go!
As Marty Neumeier says, âBrand is the most powerful business tool since the spreadsheet.â Since we are in the business of helping companies build brand values, we are making The Brand Dictionaryâotherwise available only to BrandLab participantsâavailable free online as a SlideShare document. Download your copy of The Brand Dictionary and begin redefining the ways we speak and think about brand experience.
4th Industrial Revolution is Beyond Cyber Physical Systems VSR *
Â
4th Industrial Revolution is mainly covering Cyber Physical Systems, which in my view is not correct. The digital age Cyber system with hyper computing power, communication infrastructure, algorithms and information processing change many other systems like social systems, enterprise systems, biological systems etc.
Presented at Henry Stewart New York Digital Asset Management Conference 2015. See how top brands are transforming their marketing through personalized, real-time, data-driven communications that reach customers at exactly the right moments. Using the latest technologies to create a Content Marketing Hub, GoPro, BMW, top retailers have optimized their content marketing supply chains to curate and deliver real-time, high-impact content based on individual customer behaviors. Theyâve seen big gains in brand recognition, customer loyalty, and sales â and your company can, too. Use your DAM to build relationships that win markets, not just another campaign! Learn how you can:
- Build a cutting-edge content acquisition platform for owned, gained, and real-time media â just like marketing wunderkind GoPro.
- Create a content marketing exchange that simplifies the production and delivery of personalized brand communications â just like luxury brand leader BMW.
Many companies find themselves at a crossroads. The next few years will decide which business models will survive and which will undergo sweeping changes. Technological evolution, the modern consumer and the total market compel us to answer that one crucial question: who is prepared to re-invent their company as well as themselves?
This deckand the accompanying presentation will introduce you to a philosophy that makes it possible for people and organizations to re-invent themselves. The objective is learning how to be relevant and successful in a tumultuous market.
101 Business Insights is the first business networking site that rewards members for their time and input. As a member you get real, asset-backed rewards for commenting, posting or even simply hanging out at the site. Itâs our way of thanking you for engaging with and growing the network, and for being part of the most vibrant business community on the net.
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service, big data, customer automation and the integration of the online & offline world. If your organization fails to implement the digital relation, your future becomes very uncertain. Succeeding in the digital transformation will not be enough. As a consequence of the digital evolution, there is also a need for the human transformation of your customer relationship. Thinking about the role of humans versus machines, thinking about the role of the warm human touch and considering the power to connect people with people, are the key challenges in this domain. âWhen digital becomes humanâ is a story about the combination of the digital and the human transformation in your customer strategy. This story will take you on a journey to the future. It is provocative, exciting and scary. Enjoy this amazing view on the future of marketing!
Co-creation is a hot topic these days. Involving customers in the decision flow of a brand/company is one of the cool, new ways of doing marketing. In our research we found that some companies go a few steps further. Some succeed in intergrating the voice of the customer in ALL their decision flows. This paper describes the different steps to evolve from a one time co-creation project to structural collaboration.
The Emerging Customer Experience Platform TrendBackbase
Â
In the past, organizations built websites, portals, and mobile apps, based on their internal silos. They did not realize how the web and customer expectations would evolve. In an effort to keep up, they created even more silos by complicating their channels further with disconnected and disparate tools.
Today, the goal is to create a comprehensive technology platform that provides a set of services that enable enterprises to quickly streamline their digital customer interactions, regardless of the legacy systems that have been holding them back in the past. We call this the Customer Experience Platform; a dynamic new layer that is deployed over existing systems to deliver a superior customer experience, anytime, anyplace, and on any device, while at the same time giving e-business teams control over the entire online customer journey.
In this webinar, Backbase CEO & Co-Founder Jouk Pleiter, together with Global Head of Marketing, Jelmer de Jong, discuss The Emerging Customer Experience Platform Trend. Introducing the âCXPâ which integrates a set of core features, including WCM, Portal, Mobile, Forms, Digital Marketing, Social, and Analytics.
Read more about our vision: http://blog.backbase.com/3816/backbase-vision-user-experience-platform/
The concpet of network orchestration is about experience innovation. It shows how to build and collaborate within networks. Through creative rethinking of your business you will be able to realize new ways for growth.
www.thinkdigital.com.vn - Think! Digital is a complete solution provider for your Digital Marketing Needs. We offer Digital Marketing Strategy, Digital Production, Search Engine Optimization, Pay Per Click, Social Media Marketing and overall Digital Marketing Services.
We love to create "cool" things on Digital Platforms
Content marketing is still hot. The bad news: many marketers think content marketing is about spamming people on social networks. I disagree with this approach. In this deck, I am sharing my 10 insights on content creation, based on my own experiences and best practices. But this is an unfinished document, I would love to receive input from other people in the field and I'd be happy to add their content tips into this deck.
Introducing Sitecore - The Experience PlatformAdrian IORGU
Â
Sitecore is a powerful ASP.NET framework for building highly sophisticated and compelling enterprise Web solutions.
During this session we will walk you trough the key-features of the Sitecore Experience Platform, will have a look at some of the tools that keep the Sitecore developers happy and will have a sneak peek at the Sitecore CMS.
How to Create a Strong Value Proposition Design for B2B - It's all about the ...Daniel Nilsson
Â
You need to stand out in 3 seconds - The competition is fierce and you need to be able to catch interest in less than 3 seconds and then keep it. This is true no matter if you are creating a message for a presentation, the web, a speech or a video.
Most likely you do the following misstakes today
- You start a presentation with a company overview
- You start a presentation about your product
- Your webpage is all about your product
ä You have more then 10 words on your power point slide
Tools the super professionals use will be yours
In this presentation you will learn how to create amazing B2B Value Propositions Designs that will not only say what you need to say but will catch the interest of the person you are trying to reach in a totally new way. I will show you 4 tools that the super professionals use and how to use them.
â¨â¨I created this presentation after doing extensive research on how to create a strong value proposition. The data I have reviewed are from marketing experts, Gartner, reports and my own personal experience creating value propositions. â¨â¨
The purpose of the presentation is to share my conclusions on how to build a strong value proposition.
â¨â¨Please feel welcome to share your thoughts, insights or comments. I love feedback. You can send an email to info@daniel-one.com or visit my webpage www.daniel-one.com. I look forward to hear from you. â¨â¨
Some pictures can be a bit blurry when you view the presentation directly from the web. To view a high quality version of the presentation simply download it. If you have any questions please don't hesitate to contact me at www.daniel-one.com
Customer relations are in transformation! Pre-sales, sales & after sales are changing at high speed. Companies need to figure out the current customer journey, the role of self service, their data strategy and much more. In April 2014 I conducted a global study on the future of customer relationships in collaboration with data collection company SSI and translation agency No Problem!. The study looks into all aspects of a modern customer relation. This deck describes the highlights of the study.
Are you ready for the 4th industrial revolution?Sylvain Kalache
Â
It's been a year that I left my job at LinkedIn to start my new professional life in the world of education, I wanted to share the biggest thing I learnt during this time.
Our world as we know it is about to drastically change, with the recent huge improvements in the world of deep learning and artificial intellligence, we are about to enter a new world where robot will take over a lot of tasks that were done by humans. What will be the impact? How shall we react? How to train the workforce? Are few questions I answer in this deck.
Linked blog post here: https://www.linkedin.com/pulse/you-ready-4th-industrial-revolution-sylvain-kalache
Technology is changing customer relations rapidly. You see that technology is becoming invisible, technology is creating new experiences for customers, technology is democratizing the world and technology is making customer relations more transparant than ever. These evolutions have a big impact on doing business. In this presentation, I give guidelines for your customer strategy in the day after tomorrow. How to create a future proof customer strategy? It is build on 5 pillars: mobile first, data expertise, platform thinking, boundless experiences and customer collaboration.
A personal approach is key to success in today's marketing landscape. Discover the why, how and what of marketing automation, the tool that helps you pull off your highly relevant one-on-one communication.
A Framework for Digital Business TransformationCognizant
Â
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Curiosity Stop Special: Techcrunch Disrupt 2016We Are Social
Â
Techcrunch Disrupt is where some of the worldâs most game-changing technologies and tech innovations are first revealed. Didnât get a chance to go? Fear not. We've identified six of the most interesting themes and talks from this year to keep you in the know of whatâs going to be big over the coming months.
How Digital Transformation Navigates Disruption to Chart A Better Course to t...Dana Gardner
Â
A discussion on how HPE Pointnext Services advises organizations on using digital transformation to take advantage of new and emerging market opportunities.
Now into its ninth year, Fjordâs annual Trends Report 2016 has arrived and, once again, we unveil what we believe to be the most significant technology and business developments emerging and describe how they will transform our world in the coming 12 months.
Our Trends Report is the result of months of research, discussions and debate, pooling the collective experience at Fjord and Accenture Interactive and distilled into ten core ideas.
We believe 2016 will be another defining year for digital and will bring even more transformation, disruption and delight to organizations and their audiences. In the report you can expect to discover more about big data etiquette, the rise of employee experience (EX) design, disappearing apps, the true power of wearables and nearables and much more.
Check out the full Fjord Trends Report 2016 below, visit trends.fjordnet.com, and follow the conversation at #FjordTrends.
Enjoy!
See more at www.trends.fjordnet.com
The Accenture Fjord Trend Report features what we believe to be the most significant technology and business developments emerging and how they will impact our lives.
Our Trends Report is the result of months of research, discussions, and debate, pooling the collective experience at Fjord and Accenture Interactive and distilled into ten core ideas.
Visit trends.fjordnet.com and follow the conversation at #FjordTrends.
Enjoy!
In this issue of WIN World Insights, we bring you the basics of the latest technological trends. Because, when you begin to understand them, you realize how they will hugely
impact our businesses, our lives and our future.
The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis.
In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.
Digital first really means customer first without compromise. That is what I learned from visiting more than 50 leading companies in this field of expertise. This presentation shows you the key trends of consumer behavior. This is about the consumer in the future. It's about the consumer in 2020. But the real question is how to deal with this customer. And that is where customer centricity comes in. The digital world creates new opportunities to create new experiences for consumers. This deck takes you on this journey
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
Â
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand thereâs a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
We are living in times where customer loyalty is decreasing. Is it possible to create a strong emotional relationship with your clients. Or even better: can you become Friends with your clients? In this presentation I describe the difficult road to friendship. It is about doing business with the heart and it is about involving people. That combination leads to the strong emotional bond. In the end, this leads to Friends with benefits: more sales, more word-of-mouth and more loyalty. This philosophy is part of the marketing of the future, in my belief. Doing business with and to the heart will become an asset in these modern times.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
The 2020 consumer is coming fast. Companies need to get ready for a new form of marketing. This presentation describes the capabilities and the organization needed to be successful in 2020.
In his new book, Steven advises companies to become conversation companies. A conversation company is a very consumer oriented company, relying on the power of people and using social media as a perfect partner. The Conversation Company invests in 4 C's to optimize its conversation potential: customer experience, conversation management, content, collaboration. This report gives an update to which extent companies are investing in these 4 dimensions.
The Conversation Company is a story about boosting your business by investing in company cutlure, people (internal & external) and social media. A Conversation Company optimizes the conversation potential of an organization.
The traditional advertising model is under pressure. Advertising is evolving towards content marketing: instead of a big bang, campaign-only, approach, companies should evolve to an always-on model in which content plays a very important role.
This paper gives our view on content marketing. See it as a pragmatic way to start with content marketing in your company. This approach is created based on market research our company InSites Consulting conducted during the last year.
Free research report based on a survey among 400 senior managers in UK and USA. Goal was to measure the level of social media integration and the effects social media integration has.
The report gives details about social media adoption, social media integration, barriers to adoption and much more.
2011 was the year in which 'power to the people' became real. Arab spring, London riots and occupy wall street are just a few examples where we have seen the power of people.
This market trend has a big impact on companies. Most companies see this evolution as a danger. I believe that leveraging the power of the people in a positive way is a great opportunity.
Until now, managers have treated consumers in a too opportunistic way. The challenge is to really open up and collaborate with them in a structural way.
This presentation offers you a vision and a framework to leverage the power of the people in a truly positive and open way.
Summary of our social media integration research project. The full paper and detailed results are also available on my slideshare profile.
This presentation describes how you can integrate social media in your organization through 4 phases and 13 strategic projects.
The Social Dynamics model: how to integrate social media in your companySteven Van Belleghem
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This is a research paper in which we describe how companies should integrate social media into their entire company. this paper is based on more than 25 in-depth interviews with senior executives working on the integration of social media.
This is one of the tools of the Conversation Manager: understanding conversations about your brand: both online & offline. We use the input of the research to develop brand & company conversation strategies.
conversations are the driver of trial for new products. Companies should be more focussing on managing the conversation than managing the product. Managing conversations is crucial for your success.
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A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
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Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
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Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
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Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
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1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
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Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. Youâll also learn
⢠Four (4) workplace discipline methods you should consider
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
3. Customer First without Compromise
In mid-September 2013 we (Peter Hinssen & Steven Van
Belleghem) organized an inspiration journey to the American
West Coast. The goal of the trip was to gain a better
insight into the method of working and entrepreneurship
in Silicon Valley. In this paper weâve written down our
conclusions and vision.
The paper is based on our visits of the following start-ups
and big successful companies: Taco Bell, Quid, Salesforce.com,
Google, Evernote, Apple, BlueKai, LinkedIn, Disney, Stanford,
Yammer, Yahoo, Microsoft, Starbucks and Amazon.com.
The Spirit of Silicon Valley
4. Customer First without Compromise
Our conclusions can be summed up in a few words since they
are all based on the same principle: putting the customer
first to an extreme degree. The customer is truly at the
heart of the philosophy and any form of compromise at the
expense of the customer is out of the question. Successfully
implementing this modern customer approach requires a
flexible, networked organization. Marketing, HR, IT and
general management must share a network. The hierarchy
can remain in place but doesnât have to be respected. Keeping
things moving, making real-time decisions and continuously
optimizing the customer relationship are the goals shared by
every level of the organization. And finally, the network needs
a purpose-driven culture to get everyone on the same
page. Instead of talking about their products, Silicon Valley
companies talk about how they are going to change the world.
We will now examine each of these three steps in detail.
Customer first without compromise
The Network organization
Purpose driven culture
5.
6. Customer First without Compromise
Successful companies reinvent the relationship with their customers. Modern organizations
build a structure that truly puts the customer first: customer-centricity without compromise.
For example, Evernote could make bigger short-term profits by charging their customers for
downloading their app. However, they would never do this because they would reach fewer
customers that way. LinkedIn could make lots of money by commercializing their network data but
theyâll never do so. Customer-centricity without compromise means keeping the customer at the
heart of things, even if this goes against the bottom line in the short term.
Customer First without Compromise
7. Customer First without Compromise
The theme of our visit with Apple was their extreme focus on
all details that impact the customer relationship. Apple wants to
surprise its customers and exceed their expectations in every
detail. They do this not just through the next disruptive innovation
but also by optimizing the existing customer relationship in the
extreme. Yahoo, a company in a major turnaround, wants to
improve the consumersâ daily habits.
The Yahoo weather app (winner of a 2013 Apple Design Award) is
a case in point. There are many weather apps but Yahoo displays
stunning photographs of the featured cities and has created a very
user-friendly interface. The philosophy to surprise the customer
in every detail has brought about a change in the organizationâs
culture. If itâs not good enough itâs not put on the market.
Inspire & Delight
nui7711 / Shutterstock.com
8. Customer First without Compromise
New products should be released faster. The trick is to work with
short feedback loops and improve products in real time. Traditional
companies conduct months of market research prior to releasing
a new product. After the launch, the product has to remain viable,
even if the objectives are not met. In other words, subsequent to
the launch, all they do is wait and tweak the marketing strategy
from time to time. The new model shortens the time to market
for new products.
Those products are improved very rapidly thanks to real-time
feedback from staff and social media. Modern product launches
are an iterative process, thereby turning the launch into the start
of a new process. We heard about restaurants that change their
menus and instantly know what customers think thanks to the
feedback they give the staff. This information is shared internally
via Yammer, an internal collaboration tool. Shortly afterwards,
the product is updated. Products that are not up to standard are
immediately discontinued.
Short Feedback Loops & Real-time Improvements
9. Customer First without Compromise
Big data is the buzz word right now. All companies use
data to enhance the customer relationship. Modern
technology allows us to focus on the desires of individual
customers and not just those of the average customer.
Big data predicts what a customer wants before the
customer himself is aware of his desires. Instead of
real-time solutions we are now looking at âbefore timeâ
solutions. Companies can offer their customers today
what they will need tomorrow. For instance, Taco Bell
uses big data to predict the success of product launches.
They can tell with 90% accuracy how successful or
unsuccessful a new product will be. Data is the marketing
departmentâs new secret weapon. Data can not only be
used to predict the chances of success but also to make
the right message appear at the right time. Evernote,
a free app to create notes and record voice memos, is
convincing consumers to switch to their paying version
by presenting commercial messages in the appropriate
Real-time Insights & Personalization through Big Data
context. Nowadays a modern marketer looks for ways of
using data to boost his sales figures.
Nikeâs Fuelband is another example of a big data tool.
Users of this digital bracelet provide Nike with tons of
free personal info. Nike knows where you are, how far you
walk, how often you work out and what your heart rate is.
In theory, Nike could have a new pair of trainers delivered
to your doorstep at exactly the right time. It would be
the ultimate proactive service a brand could offer its
customers. Thanks to big data, companies know what you
need before you do.
10. Customer First without Compromise
Everyone knows Angry Birds, the most successful mobile game
ever. The gameâs success can be explained in three words: fast,
easy and fun. The new challenge will be to make your relationship
with the customer meet the Angry Bird rules. Do new applications
have a short time to market? Are they easy and fun? Itâs not an
âorâ question, itâs an âandâ question. Consumers are accustomed
to the ease of use of Apple and Google. Customersâ expectations
usually evolve faster than a company is able to make changes.
That is why it is necessary to subject every product launch or new
online feature to the Angry Bird test. Davy Kestens, the founder
of Twitspark, feels that investing in patents is a waste of energy.
âThey stand in the way of innovation. When faced with copycats
we simply need to improve our products even fasterâ.
Angry Birdization
11.
12. Customer First without Compromise
All around us, thanks to the extreme effects of digitization, weâve started to shape a society that
is entirely based on the concept of networks. Networks of information, networks of knowledge,
networks of entertainment, networks of friends, networks of enterprises. Everything we see
around us is based on the concept of networks, fueled by digital technologies that are making our
society a more connected and networked system every single day.
We wonât be able to understand, or leverage, the age of networks if we donât start to think about
our world, our businesses, our companies, and our markets as complex, internetworked systems. We
have to understand the new language of the age of networks if we want to reinvent our companies.
The Age of Networks
13. Customer First without Compromise
Networks may seem complex and hard to manage at first, but there are
a number of advantages in networked thinking:
⢠Information flows faster in networks.
Companies need information on their markets in real time to make
decisions faster than ever. Networks turn information ponds into
rivers, flowing through the organization.
⢠Intelligence filters faster in networks.
With so much information around, itâs increasingly difficult
to distinguish important data from rubbish. Networks distill
information so the relevant information sticks out.
⢠Innovation flows faster in networks.
By combining the intelligence of more people inside (and outside)
an organization, without hierarchical boundaries, good ideas will
thrive faster. Just look at how start-ups function.
The Advantages of Networked Thinking
14. Customer First without Compromise
What will organizations look like in the age of networks? What will companies look like in an era of total and complete fluidity?
⢠The Network doesnât care for hierarchy
The world has shrunk to six degrees of separation, so why should employees care for a structure and a hierarchy that has
too many managers between them and the CEO? The next generation has learned to live in the network, make connections
in the network, and advance through the network. For them itâs not âup. Itâs not âhorizontalâ. For them itâs all in the
network. It has become a vertical playing field. The vector points to the network.
⢠The network rewards people who can contribute
Information is only valuable if you share it. If you want to advance âinâ the network, you have to feed the network. You
have to supply information, share information, and facilitate the velocity of information in the network. Networks live on
information that is spread.
⢠The network is a pure meritocracy
You earn your rights in the network based on what you do, what you provide and what you share. Not on some badge of
honor, stars or stripes that make sense in the hierarchical world, but not in the network.
This will truly change the way we work. The way we build organizations for the future.
The way we think about âcompaniesâ for the next generation.
Rethinking Organizations for the Age of Networks
15. Customer First without Compromise
The new world of work will require a complete rethinking of the
engagement of people to your company, based on the philosophy of the
network. And we might have to throw away many, if not all of the tools
that we have used in the past, when companies were still very much
based on the ancient model of the hierarchical structure.
The central element of this transition to the age of the network, is
that the static structures of today will have to be reinvented for the
age of fluidity. This is a completely new paradigm. Careers will have to
be reinvented and replaced by much more fluid thinking, but also the
way we will reward people for their efforts will have to be completely
overturned.
The fundamental shift is that weâre replacing the notion of âloyaltyâ by
the notion of ârelevanceâ. The company structures of the past were
completely based on control and loyalty mechanisms. If companies are
going to behave in a network-based society, they will have to become
networks themselves.
From Control to Fluidity
16. Customer First without Compromise
In the era of fluidity, we have to adopt this structure-network duality. We have to build
organizations that are capable of behaving like a structure and as a network at the same
time. That when we need to drive for efficiency, we need to push on the structure, and
when we need to drive for innovation and creativity, we need to push on the network side
of the organization.
Adam Pisoni, the CTO and co-founder of Yammer puts it like this: âOf course companies
should have structures and org-charts. But it doesnât mean companies should work that
way. They should understand the network dynamics of their organizationâ. Yammer has a
structure, and an org-chart, but as Adam says: âWe just donât use the structure. We use
the networkâ.
The power of the network is forcing companies to change their organizational culture and
structure. On the surface, we see this new way of working as technology and tools. But
deep down, itâs a cultural thing. Starbucks is not just a corporation, itâs really a network.
Their headquarters arenât really headquarters, they are the central hub that supports the
network. That philosophy is a deeply cultural phenomenon.
Coexistence
17. Customer First without Compromise
Michael Porter once said that âthe essence of strategy is choosing what not to doâ. We found this
mentality has really permeated Appleâs organization. If an Apple employee comes up with a new idea
then this idea can be launched on condition that an old idea is made obsolete in return. Apple has
the highest value of any company in the world and employs âjustâ 25,000 staff (not counting retail).
Apple has fewer than 100 product marketers. This is made possible by their strong focus on a mere
handful of products. Extreme focus is a necessity in a network organization. Without focus the
network would be ruled by chaos.
Extreme Focus
18.
19. Customer First without Compromise
Most CEOs understand the power of purpose. A purpose is a âhigher
goalâ for the organization. Starbucks says it best: âTo inspire and
nurture the human spirit â one person, one cup and one neighborhood
at a timeâ. Starbucks is not about selling coffee but about bringing
people together. When you visit the company, this mentality is palpable
in every corner of the building. Every employee breathes this mentality.
Yahoo doesnât say: âWe make apps and we make people happyâ.
Instead, Yahoo says: âWe make the consumerâs daily routine easier
and more enjoyableâ. Evernote doesnât say: âWe make software so you
can make notesâ. Instead, Evernote says: âWe make our customers
more efficientâ. At a product launch, none of these companies talk
about the product itself. What they do talk about is their philosophy.
A philosophy projects passion and enthusiasm. It ties the staff to the
organization. Thanks to the philosophy, employees are glad to go the
extra mile.
Clear & Inspiring Purpose
20. Customer First without Compromise
A purpose is great but it is worthless when it is not carried
by the staff. We felt this clearly during practically all of our
visits. The people working for these companies are proud of
what they do and they believe in their employerâs purpose.
No one makes products in Silicon Valley, they are all changing
the world. We were all affected by the drive, the passion and
entrepreneurship these people exhibited. Purpose and passionate
staff are motivating factors. Customers feel this and it incites
them to buy. Yammer is the perfect example. The founder of
Yammer, Adam Pisoni, gave us a fantastic presentation about
the organization of the future. At no time did he mention his
product. Instead, he shared his vision and his passion.
The result was wonderful: nearly everyone was interested in
buying the product. If heâd given a product demo, the outcome
probably would have been less spectacular.
Everybody Lives the Purpose
21.
22. Customer First without Compromise
The power of a company is in the passion and the details. Details make a crucial difference in the customer relationship.
Every organization has major processes to keep their customers satisfied. However, these processes often ignore the little
details and the interactions between the various contact moments. Customer satisfaction is made or broken by details.
Besides details, passion is the prime ingredient of success. Self-confidence, pride and passion are contagious. We visited
companies big and small but they all shared the same pride and passion. In fact, we found that the more passionate they
were, the more enthusiastic we felt about our visit.
Modern organizations are faced with huge challenges. The external clock ticks faster than the internal one. Consumersâ
attitudes towards companies are becoming increasingly demanding. The world is evolving at breakneck speed. A modern
company has no choice but to adapt to this evolution. Darwin said that âit is not the strongest of the species that survives,
nor the most intelligent, but the most responsive to changeâ. Today that Darwinism is being taken to extremes.
The way to adapt is: customer first without compromise! Build an organization that can deliver on that promise:
a network organization driven by a strong sense of purpose.
Details and Passion