How did Expedia.com improve customer satisfaction with scorecards?
Solution
Expedia lacked visibility into the voice of customers.
It had no. uniform way of measuring satisfaction of analyzing the drivers of satisfaction.
The group charged one of its business analyst with the task of pulling together and aggregating
the data from various source.
The group converted there drivers and links into a scorecard.
The process involved three steps:-
1- Deciding how to measure satisfaction:- This require a group to determine which measure in
the databases would be useful for demonstrating a customer level of satisfaction.
2- Setting the right performance targets:- This require the group to determine wether KPI targets
had short- term or long term payoffs.
3- Putting data into context:- the group had to tie the data to ongoing customer satisfaction
projects..
From the B2B Content2Conversion Conference, with:
Paul Burgess, Director, Online Marketing, Time Warner Cable Business Class
Heather Berggren, Global Demand Generation Manager, Enterprise Solutions Group, Dell
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
From the B2B Content2Conversion Conference, with:
Paul Burgess, Director, Online Marketing, Time Warner Cable Business Class
Heather Berggren, Global Demand Generation Manager, Enterprise Solutions Group, Dell
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...Raj Sivasubramanian
Many companies are now investing in Customer Experience but few are seeing this translate into more loyal and satisfied customers. A common reason for this disconnect is the "Metric-Centric trap" which occurs when companies focus too much on measuring and reporting customer metrics vs. driving action to improve the customer experience.
This paper will explore the dynamics of the Metric-Centric trap and provide some tips on how to avoid the trap on the path towards true Customer-Centricity.
Using SMART KPI for Actionable Results: Advanced StrategiesGrow
Gain insights into advanced strategies for leveraging SMART KPI to achieve actionable results. Our guide covers refining KPIs, using advanced data analysis techniques, and integrating KPIs with existing technology systems. Maximize your business performance with Grow's KPI dashboard software. For more information, visit Grow.com
What KPIs should a startup use? Why and how build a Balanced Scorecard for a startup? Learn more: https://bscdesigner.com/startup-kpis.htm
Main topics of the presentation:
- General diagram
- 1. Attraction KPIs
- 2. Engagement KPIs
- 3. Value KPIs
- 4. Retention KPIs
- 5. Economic KPIs
- Automation software
- Balanced scorecard for a startup
How we conducted development centers to arrive at a developmental planning input for creation of an effective succession pipeline at a life insurance giant.
CiF prospectus build customer service from the inside outJon Chidley
Customer in Flow is all about building Customer Service Excellence from the “inside out” by working with the core and extended teams in an organisation concerned with delivering an excellent service to the customer and impacting on the bottom line.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Connecting the dots with intelligent analysisMovate
Tracing the problem to its origins is helping a global networking products provider enhance customer satisfaction (CSAT), first call resolution (FCR) rates, and in turn service experience
What began in 2003 as an engagement to provide technical support for one product line has grown today into a long-term partnership to support a wider range of products while consistently improving CSAT and FCR scores. The key factor that enabled CSS Corp to achieve this is its team’s continuous and relentless strive to provide valuable and actionable insights, recommendations and corrective action plans to the client. Proactive initiatives like that have made us their partner of choice.
How do LANs, MANs, and WANs differ How are they the sameSoluti.pdfamitseesldh
How do LANs, MANs, and WANs differ? How are they the same?
Solution
All of them are networks that aid in connecting two or more computers to share information.
Networks may be linked either through cables, telephone lines, radio waves, satellites, or
infrared light beams
LAN is Local Area Network that connects computers within a building or a small area. A LAN
connection is usually of high speed and relatively inexpensive.
MAN is Metropolitan Area Network and spans computers connected together across a few
buildings or in a city or a town.
WAN is Wide Area Network and could extend beyond geographies in connecting computers.
WAN can be defined as a collection of several LAN.
How do I solve 2 numbers on top of each other. It looks like a fract.pdfamitseesldh
How do I solve 2 numbers on top of each other. It looks like a fraction except there is no
Vinculum. it looks something like this (7) (4) i need to know how because it is part of the
probability mass function on page 150 of my textbook
Solution
question not clear??on top of each other?.
More Related Content
Similar to How did Expedia.com improve customer satisfaction with scorecards.pdf
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...Raj Sivasubramanian
Many companies are now investing in Customer Experience but few are seeing this translate into more loyal and satisfied customers. A common reason for this disconnect is the "Metric-Centric trap" which occurs when companies focus too much on measuring and reporting customer metrics vs. driving action to improve the customer experience.
This paper will explore the dynamics of the Metric-Centric trap and provide some tips on how to avoid the trap on the path towards true Customer-Centricity.
Using SMART KPI for Actionable Results: Advanced StrategiesGrow
Gain insights into advanced strategies for leveraging SMART KPI to achieve actionable results. Our guide covers refining KPIs, using advanced data analysis techniques, and integrating KPIs with existing technology systems. Maximize your business performance with Grow's KPI dashboard software. For more information, visit Grow.com
What KPIs should a startup use? Why and how build a Balanced Scorecard for a startup? Learn more: https://bscdesigner.com/startup-kpis.htm
Main topics of the presentation:
- General diagram
- 1. Attraction KPIs
- 2. Engagement KPIs
- 3. Value KPIs
- 4. Retention KPIs
- 5. Economic KPIs
- Automation software
- Balanced scorecard for a startup
How we conducted development centers to arrive at a developmental planning input for creation of an effective succession pipeline at a life insurance giant.
CiF prospectus build customer service from the inside outJon Chidley
Customer in Flow is all about building Customer Service Excellence from the “inside out” by working with the core and extended teams in an organisation concerned with delivering an excellent service to the customer and impacting on the bottom line.
The 9 secrets of successful customer feedback and action programsGenroe
Ever wondered how successful customer feedback and action programs differ from unsuccessful programs? We did. So we asked 80 organizations, operating at various levels of success, what they were doing.
Connecting the dots with intelligent analysisMovate
Tracing the problem to its origins is helping a global networking products provider enhance customer satisfaction (CSAT), first call resolution (FCR) rates, and in turn service experience
What began in 2003 as an engagement to provide technical support for one product line has grown today into a long-term partnership to support a wider range of products while consistently improving CSAT and FCR scores. The key factor that enabled CSS Corp to achieve this is its team’s continuous and relentless strive to provide valuable and actionable insights, recommendations and corrective action plans to the client. Proactive initiatives like that have made us their partner of choice.
How do LANs, MANs, and WANs differ How are they the sameSoluti.pdfamitseesldh
How do LANs, MANs, and WANs differ? How are they the same?
Solution
All of them are networks that aid in connecting two or more computers to share information.
Networks may be linked either through cables, telephone lines, radio waves, satellites, or
infrared light beams
LAN is Local Area Network that connects computers within a building or a small area. A LAN
connection is usually of high speed and relatively inexpensive.
MAN is Metropolitan Area Network and spans computers connected together across a few
buildings or in a city or a town.
WAN is Wide Area Network and could extend beyond geographies in connecting computers.
WAN can be defined as a collection of several LAN.
How do I solve 2 numbers on top of each other. It looks like a fract.pdfamitseesldh
How do I solve 2 numbers on top of each other. It looks like a fraction except there is no
Vinculum. it looks something like this (7) (4) i need to know how because it is part of the
probability mass function on page 150 of my textbook
Solution
question not clear??on top of each other?.
How do I solve 10^log25SolutionRemember log 25 just means .pdfamitseesldh
How do I solve 10^log25
Solution
Remember \"log 25\" just means \"the power of 10 that gives you 25\"
So raising 10 to that power... just gives you 25!
Another way to think of it is saying log 25 = x
Then we want to know the value of [10^x] . Now, rewriting log 25 = x in exponential form
(instead of log form), we have [10^x=25] -- just what we wanted!.
How do i make an outline from an article titled Retirement planning .pdfamitseesldh
How do i make an outline from an article titled Retirement planning for millennials?
Solution
The majority of workers between the ages of 20 and 29 (59 percent) in 12 North American,
European and Asian countries expect to be financially worse off in retirement than their parents.
How do I integrate ln(t)t dt. I know that the answer is 12 ln(t)^2.pdfamitseesldh
How do I integrate ln(t)/t dt. I know that the answer is 1/2 ln(t)^2 + C, but I don\'t know how to
arrive at that. I tried integrating by parts and that didn\'t seem to work.
Solution
put lnt = y differeantiating with t, 1/t = dy/dt now, int [ lnt/t dt ] = int [ y/t x tdy ]
= int [ y dy ] = y^2/2 + c put y = lnt we get , I = (lnt)^2/2 + c.
How do I find the variables of -6X = Y so that the statement demons.pdfamitseesldh
How do I find the variables of -6*X = Y so that the statement demonstrates the identity property?
Solution
The identity element of an operation a is a value C, such that conducting the operation between a
and C gives the result a.
For multiplication the identity element is 1: A*1 = A
If -6*X = Y
=> (-6/Y)*X = 1
The identity element of X is (-6/Y).
How do I find statistics on obesity in people who are addicted to vi.pdfamitseesldh
How do I find statistics on obesity in people who are addicted to video gaming?
Solution
Video Game Addiction Statistics Some experts say it is hard to show statistics in
video game addiction. As of 2007 the American Psychological Association (APA) had not
defined video game addiction as a mental health disorders. Although, it is said that video game
addiction has been purposed to the APA for inclusion in their next published edition of DSM..
How can we think about biblical flourishing and economic progress.pdfamitseesldh
How can we think about biblical flourishing and economic progress?
(This class incorporates biblical teaching into economics)
Solution
The Biblical Definition of Flourishing: Flourishing means peace, or shalom, in every direction.
Hugh Whelchel often talks about “reweaving shalom.” But what does shalom mean?
Biblical scholars tell us that shalom signifies a number of things, including salvation, wholeness,
integrity, soundness, community, connectedness, righteousness, justice, and well-being. Shalom
denotes a right relationship with God, with others, and with God’s good creation. It is the way
God intended things to be when he created the universe.
Conceptes of Economics:
Innovation In Scripture
There are many places in the Bible where we get a glimpse into ancient economic life. In terms
of technology, life in the garden was abundant yet simple.
As life progressed after the fall, we get a glimpse in the Old and New Testaments of some of the
tools and trades which shaped the conditions of daily life:
• Construction: In Genesis 6:14, Noah builds an ark out of gopher wood, requiring tools to fell
the wood and construct a boat of that size.
• Metallurgy: There are several biblical references to refining silver (Proverbs 25:4, Zechariah
13:9, Isaiah 48:10). Refinement of precious metals also included some learned technological
processes.
• Clothing: Genesis 37 records that Joseph wore a coat of many colors. The fabric was derived
from animal hair and woven in some process, and then dyed in another process. There are many
references to sandals, belts and other clothing items that had some process governing their
manufacture.
• Shipping: James 3:4 mentions rudders that were used to steer boats. John 21:11 tells us that
Simon Peter caught many fish using netting. Rudders and netting are just two of many “tools”
used in the ancient world to be productive.
Innovation Today
This change continues today. Each one of us is born into a unique set of circumstances. We
know we are called to use our creativity and God-given purpose to leave the world a better place.
Economists call this economic growth. As Christians we know this is tied to flourishing.
The technology that made the 8-track so wonderful forty years ago has been innovated upon such
that we don’t have a need for it anymore.
The Cultural Mandate is clear that we are to take dominion over the earth and all that is in it. The
implications of this for Christians are that:
• Change is inherent to the human condition, and we are each born into a unique set of
circumstances with a unique set of resources at our disposal.
• Each person in every generation is called to take existing resources and create more.
Investment
We make investments in things and in people. Economic growth in the last century has much to
do with the types of investments we have been able to make.
These investments make us more productive. They depend on human creativity and
entrepreneurship. I used to own an old Nokia phone with a.
How do I do a T test, correlation and ANOVA in SpssSolution .pdfamitseesldh
How do I do a T test, correlation and ANOVA in Spss?
Solution
One-way between-subjects ANOVA A one-way between-subjects ANOVA allows
you to determine if there is a relationship between a categorical independent variable (IV) and a
continuous dependent variable (DV), where each subject is only in one level of the IV. To
determine whether there is a relationship between the IV and the DV, a one-way between-
subjects ANOVA tests whether the means of all of the groups are the same. If there are any
differences among the means, we know that the value of the DV depends on the value of the IV.
The IV in an ANOVA is referred to as a factor, and the different groups composing the IV are
referred to as the levels of the factor. A one-way ANOVA is also sometimes called a single
factor ANOVA. A one-way ANOVA with two groups is analogous to an independent-samples t-
test. The pvalues of the two tests will be the same, and the F statistic from the ANOVA will be
equal to the square of the t statistic from the t-test. To perform a one-way between-subjects
ANOVA in SPSS • Choose Analyze General Linear Model Univariate. • Move the DV to the
Dependent Variable box. • Move the IV to the Fixed Factor(s) box. • Click the OK button. The
output from this analysis will contain the following sections. • Between-Subjects Factors. Lists
how many subjects are in each level of your factor. • Tests of Between-Subjects Effects. The row
next to the name of your factor reports a test of whether there is a significant relationship
between your IV and the DV. A significant F statistic means that at least two group means are
different from each other, indicating the presence of a relationship. You can ask SPSS to provide
you with the means within each level of your between-subjects factor by clicking the Options
button in the variable selection window and moving your withinsubjects variable to the Display
Means For box. This will add a section to your output titled Estimated Marginal Means
containing a table with a row for each level of your factor. The values within each row provide
the mean, standard error of the mean, and the boundaries for a 95% confidence interval around
the mean for observations within that cell. Post-hoc analyses for one-way between-subjects
ANOVA. A significant F statistic tells you that at least two of your means are different from
each other, but does not tell you where the differences may lie. Researchers commonly perform
post-hoc analyses following a significant ANOVA to help them understand the nature of the
relationship between the IV and the DV. The most commonly reported post-hoc tests are (in
order from most to least liberal): LSD (Least Significant Difference test), SNK (Student-
Newman-Keuls), Tukey, and Bonferroni. The more liberal a test is, the more likely it will find a
significant difference between your means, but the more likely it is that this difference is actually
just due to chance. 14 Although it is the most liberal, simulations ha.
How could someone show me how to get the first and 2nd moment. Pleas.pdfamitseesldh
How could someone show me how to get the first and 2nd moment. Please and thank you.
Solution
differentiate with respect to t to get first moment and differentiate first moment with
respect to t to get the second moment my(t)= [pe^t +(1-p)]^n my\'(t)=n [pe^t +(1-p)]^(n-1) *
pe^t my\"(t)=npe^t[pe^t +(1-p)]^n-1 + npe^t * (n-1) * [pe^t +(1-p)]^(n-2) * pe^t.
How do I determine Knee voltage and knee current from a Id vs Vd plo.pdfamitseesldh
How do I determine Knee voltage and knee current from a Id vs Vd plot of a zener diode?
Solution
The voltage at which the current through the diode increases rapidly is known as the Knee
Voltage.
The reverse current at which the zener diode enters breakdown region, is called as Knee current..
How do I determine if this equation is a linear function or a nonlin.pdfamitseesldh
How do I determine if this equation is a linear function or a nonlinear function?
Solution
The easiest way I have for knowing the difference between linear and nonlinear is the exponent
value on the variable x.
It is important to understand the root word in linear. It is LINE. A straight line, no curves.
For example:
y = 2x - 3 This is linear because the exponent on x is one. Thus your slope is standard rise over
run, like a stair step and simply goes up or down.
Y = x^2 + x + 4 is nonlinear. When graphed it becomes a parabola, which looks like a hill on
your graph. This is because the exponent on the variable of x is more than one.
This pattern continues on for all equations. Hope this helps to put it into easy to understand
terms. :).
How do i Construct an interval around the population mean that is tw.pdfamitseesldh
How do i Construct an interval around the population mean that is two standard deviations above
and two standard deviations below?
Solution
If you know the mean and standard deviation, then you can just subtract 2 standard deviations
from the mean and add 2 standard deviations to the mean:
± 2 or ( - (2*) , + (2*) )
^is your interval^.
How do I answer the questions I just want to answer math questions..pdfamitseesldh
How do I answer the questions? I just want to answer math questions.
Solution
How to Answer Questions--go to the questions and answers section using the tabs at the top.
Select \"unanswered\" from the pull down menus above the questions. select Math from the types
of questions. Next hit \"GO\" to enter your choices. this will refresh the questions only showing
the ones you selected (unanswered / math)..
How do I add fractions with uncommon denominatorsSolutionFirs.pdfamitseesldh
How do I add fractions with uncommon denominators?
Solution
First, I have to apologize for the fact that the formatting here will be hard to follow. It is not
possible to set it up properly in here. I have had to show the fractions like this 1/2. I hope that
isn\'t too confusing.
The first step in adding fractions with different denominators is to convert them to fractions with
the same denominator.
Sometimes this is really easy, because one of the denominators is a multiple of the other. So, for
example,.
How do charismatic and transformational leadership relate to the fou.pdfamitseesldh
How do charismatic and transformational leadership relate to the four followership types
described in the \"Focus on Followers\" section of the text?
Solution
Robert Kelley has identified five major followership types which are stated as follows:
1. Alienated Follower: This category consists of passive, yet independent thinkers. These
followers will not contribute to the problem solving of the situation. They would have also
experienced set backs or furstration. These followers are capable but still they focus on
shortcomings of the organization.
2. Conformist: The typical characteristics of conformists are that they are active but dependant
but uncritical thinkers. They instantly carry out orders. They are concerned in avoiding conflict
further they go along to get along. They are never hesitant in participation. They participate
willingly.
3. Passive Followers: These followers are usually uncritical thinkers and they lack initiative and
sense of responsibility. They always leave the leader to think and need much supervision. They
are more passive in nature.
4. Effective Followers: They are the most active and critical thinkers. They have the courage to
initiate change and serve the best interest of the organization. Further, they are committed to
something larger than themselves and are always committed to positive impact. They are always
open to risk.
5. Pragmatic Survivor: These followers have the qualities of all four types of followers. They
intentionally change style depending on the situation. They usually avoid risk and maintain status
quo. The style that benefits their position is usually adopted by them.
Charismatic leadership: Charisma is certain quality of an individual personality, by virtue of
which they are set apart from ordinary people and are considered as supernatural and
superhuman people with exemplary powers. They have the ability to influence people and
uncritical thinkers tend to follow them blindly if they get attracted by them.
Charismatic leaders can directly influence Alienated, conformist, Passive and Pragmatic
followers since all these followers have the tendency to follow instructions and obey their orders.
Transformational Leadership: It is defined as a process where leaders and followers tend to raise
one another to higher levels of morality and motivation. The leaders usually stirs the emotions of
others and encourage others. They have high expectations and get people to look beyond their
self-interest. They set set clear goals and are a model of Integrity and fairness.
Transformational leader create a big impact on the Effective followers. Effective follower think
and act, and transformational leaders tend to create a impact on the followers. This will work
vice-versa. A few pragmatic followers will also fall in this category, as pragmatic leaders always
fall in any of the four types of followership styles..
how do furnaces workSolutionFurnaces work by burning fuel (li.pdfamitseesldh
how do furnaces work?
Solution
Furnaces work by burning fuel (like oil or natural gas). When these things burn, they form hot
gases that are sent through curving metal tubes called \'heat exchangers.\' The heat exchangers
are inside of the air ducts in your house, so the air in the ducts gets warmed up by the hot metal
pipes. Then they use fans to move the warm air out of the ducts and new air in. Since the
potentially toxic gases from burning the fuel stay inside the heat exchanger tubes and the air in
your house stays outside of the tubes, the air in your house can\'t become poisoned..
How do an ordinary annuity, an annuity due, and a perpetuity differ.pdfamitseesldh
How do an ordinary annuity, an annuity due, and a perpetuity differ? Explain.
Solution
Annuity refers to series of periodic cash flow made or received at equal intervals. Cash flows can
be either inflows or outlfows happening after a periodic time intervals like weekly, monthly,
quarterly or annually.
Ordinary Annuity - When payment or receipt happens at the end of a time period.
Annuity Due - When payment or receipt happens at the beginning of a time period.
Perpetuity - An Annuity in which there is no end date i.e. an annuity which is everlasting..
How do differing perspectives affect our views of compensation Be s.pdfamitseesldh
How do differing perspectives affect our views of compensation? Be specific
Solution
1. Compensation is viewed by society as a measure of justice as well as a cause of increased
taxes and price increases.
2. Stockholders are concerned with executive pay relative ti company performance.
3. Managers view compensation as a major expense and a means to influence employee
behaviour.
4. Employees view compensation as return in an exchange with their employer an entitlement or
a reward in other countries Ex ( china,japan)
5. In other countries compensation is related to being taken care of.( some places in china they
still give rice allowances or transportation allowances)
6. So looking at all these perspectives of compensation you now need to look at the pros and
cons of compensation with your own perspective..
How do argumentativeness and verbal aggressiveness differ What are .pdfamitseesldh
How do argumentativeness and verbal aggressiveness differ? What are the implications of each
for organizational communication?
Solution
Argumentativeness:-
It is used to define the operation of justifying an opinion or theory through reasoning or
argument.
Also aimed to change the views of other persons or merely communicating our own ideas. It may
be a debate, forum to press ideas or a simple conversation with persuasion of one.
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We all have good and bad thoughts from time to time and situation to situation. We are bombarded daily with spiraling thoughts(both negative and positive) creating all-consuming feel , making us difficult to manage with associated suffering. Good thoughts are like our Mob Signal (Positive thought) amidst noise(negative thought) in the atmosphere. Negative thoughts like noise outweigh positive thoughts. These thoughts often create unwanted confusion, trouble, stress and frustration in our mind as well as chaos in our physical world. Negative thoughts are also known as “distorted thinking”.
How to Split Bills in the Odoo 17 POS ModuleCeline George
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2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Ethnobotany and Ethnopharmacology:
Ethnobotany in herbal drug evaluation,
Impact of Ethnobotany in traditional medicine,
New development in herbals,
Bio-prospecting tools for drug discovery,
Role of Ethnopharmacology in drug evaluation,
Reverse Pharmacology.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
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The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
How did Expedia.com improve customer satisfaction with scorecards.pdf
1. How did Expedia.com improve customer satisfaction with scorecards?
Solution
Expedia lacked visibility into the voice of customers.
It had no. uniform way of measuring satisfaction of analyzing the drivers of satisfaction.
The group charged one of its business analyst with the task of pulling together and aggregating
the data from various source.
The group converted there drivers and links into a scorecard.
The process involved three steps:-
1- Deciding how to measure satisfaction:- This require a group to determine which measure in
the databases would be useful for demonstrating a customer level of satisfaction.
2- Setting the right performance targets:- This require the group to determine wether KPI targets
had short- term or long term payoffs.
3- Putting data into context:- the group had to tie the data to ongoing customer satisfaction
projects.
