Attached is a sample of my innovative spirit. It's a slide deck from a recent team project I managed for a school assignment. It recaps our teacher's textbook (10 chapters) filtered through the specter of Netflix Customer Service research data. The “Table of Contents” outlines chapters. Alternate slides point to references from 10 articles, paired with key concepts from each chapter. This slideshow is meant to be paired with the report of the same title.
Netflix, Hybrid Case Study - Netflix and Robert W. Lucas' Skills for SuccessGlenn Burnett
Attached is a sample of my innovative spirit. It's a slide deck from a recent team project I managed for a school assignment. It recaps our teacher's textbook (10 chapters) filtered through the specter of Netflix Customer Service research data. The “Table of Contents” outlines chapters. Alternate slides point to references from 10 articles, paired with key concepts from each chapter.
Make Customers Fall in Love with Your Salesforce Self-service CommunityPerficient, Inc.
Many companies face the same challenges with their community: an abundance of great content but no easy way for users to access all that knowledge. In the end, self-service all comes down to the experience and how your users interact with your community in order to find what they need.
Making content discoverable wherever it resides can feel like a Herculean task, but it doesn’t have to be. Our best practices driven webinar, with real life examples from GoPro, demonstrated proven ways to:
-Design an engaging, value-driven community
-Drive self-service success by delivering relevant and proactive answers
-Leverage insights from your member interactions to continuously improve your content
-Create intuitive community experiences that connect your members with answers, faster
No data scientist (or pocket protector) needed!
Personalization - 10 Lessons Learned from NetflixPancrazio Auteri
Deconstructing how Netflix got success thanks to a heavily personalized user experience. After the ten findings, there is a set of checklists and examples using ContentWise on how to apply the lessons to add personalization to a video service. For marketers, UI designers, multiscreen developers, TV executives and systems integrators.
KCS in the real world. You are already using your knowledge—why not capture and reuse it while you work? Knowledge Centered Support (KCS) is gathering momentum, but it is evident that many people are still unsure of its concepts and are also a little skeptical of the benefits of knowledge management in the arena of service management. If you are willing to shift the focus of your support organization from “Call Centric” to ”Knowledge Centric,” then you will reap the benefits that have been realized by many support organizations that have implemented KCS. Paul Jay has been implementing KCS in many large organizations since 2005 and will share many tips and traps that come with rolling out integrated knowledge management solutions leveraging the KCS (Framework).
Netflix, Hybrid Case Study - Netflix and Robert W. Lucas' Skills for SuccessGlenn Burnett
Attached is a sample of my innovative spirit. It's a slide deck from a recent team project I managed for a school assignment. It recaps our teacher's textbook (10 chapters) filtered through the specter of Netflix Customer Service research data. The “Table of Contents” outlines chapters. Alternate slides point to references from 10 articles, paired with key concepts from each chapter.
Make Customers Fall in Love with Your Salesforce Self-service CommunityPerficient, Inc.
Many companies face the same challenges with their community: an abundance of great content but no easy way for users to access all that knowledge. In the end, self-service all comes down to the experience and how your users interact with your community in order to find what they need.
Making content discoverable wherever it resides can feel like a Herculean task, but it doesn’t have to be. Our best practices driven webinar, with real life examples from GoPro, demonstrated proven ways to:
-Design an engaging, value-driven community
-Drive self-service success by delivering relevant and proactive answers
-Leverage insights from your member interactions to continuously improve your content
-Create intuitive community experiences that connect your members with answers, faster
No data scientist (or pocket protector) needed!
Personalization - 10 Lessons Learned from NetflixPancrazio Auteri
Deconstructing how Netflix got success thanks to a heavily personalized user experience. After the ten findings, there is a set of checklists and examples using ContentWise on how to apply the lessons to add personalization to a video service. For marketers, UI designers, multiscreen developers, TV executives and systems integrators.
KCS in the real world. You are already using your knowledge—why not capture and reuse it while you work? Knowledge Centered Support (KCS) is gathering momentum, but it is evident that many people are still unsure of its concepts and are also a little skeptical of the benefits of knowledge management in the arena of service management. If you are willing to shift the focus of your support organization from “Call Centric” to ”Knowledge Centric,” then you will reap the benefits that have been realized by many support organizations that have implemented KCS. Paul Jay has been implementing KCS in many large organizations since 2005 and will share many tips and traps that come with rolling out integrated knowledge management solutions leveraging the KCS (Framework).
Under Pressure - Government services under transformationNikamae
Annika Naschitzki gave this presentation at UX Australia, Sydney, 2014.
In order to transform government services, New Zealand government established the Better Public Services programme. In this Result 10 looks at improving the way that New Zealanders can deal with government digitally.
Annika's presentation describes the Result 10 strategy, all-of-government discussions and first lessons' learned in the aim to improve the user-friendlyness of government online services.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
How to build a data analytics strategy in a digital worldJim Kaplan CIA CFE
TSB is a digital-first bank that is undergoing a massive transformation to cloud-based banking. Senior Audit Manager, Ian Kirton, drove the design and development of an audit function capable of adapting while the organization undergoes this change.
This presentation will take you through TSB Bank’s journey from first establishing the audit function through to developing a data analytics strategy as the organization gets ready to move to a new, state-of-the-art online banking platform.
Key learning objectives:
• How to develop an audit function for a cloud-based bank
• Creating a data analytics strategy to support the cloud-based enterprise
• Observing practical examples of how data analytics can be applied to get better audit results
• Learning Ian’s approach to analytics in a digital environment, and how it has made TSB Bank one of the Top 10 Best Big Companies
Delight 2013 | Digital Experience WorkshopDelight Summit
Slides from the Delight 2013 Digital Strategy workshop with Colin O'Neill, Dave Wieneke, and Barbara Holmes.
Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference
Small Steps can be Giant Leaps: 10 Ways to Enhance a VOC ProgramKara Findley
Advancing your Voice of Customer program may seem as daunting as putting a man on the moon, but making significant progress doesn’t have to be rocket science. Small steps in building program credibility, empowering employees, and engaging customers and can turn into giant leaps for increasing survey response rates, satisfying clients and driving insight-based action. Learn about the innovative yet simple ways ExactTarget’s award-winning Voice of Customer program has continued make strides.
This presentation debuted at Clarabridge Customer Connections (C3) in April 2013.
Beyond the web: Customer service content strategySally Bagshaw
Mention content strategy, and the first thing people often think of is web content. Yet, there are other parts of a business that have content at its core—the most important of which is the customer service center. Customer service centers are our direct line to customers. They answer calls, reply to emails, and often coordinate printed material—and we should be incorporating them more into our strategy. Developing a content strategy that includes your customer service center improves the customer experience, provides opportunities to monitor and act on customer feedback, and helps you measure if your content is (or isn’t) working.
I presented this talk at Confab Central in Minneapolis, May 2015. See a transcript at www.webcontentstrategy.com.au and video at http://livestream.com/confab/central
You started out with the best of intentions. Then things started to go wrong.
You wanted to deploy an intranet solution to improve communication and collaboration. You had dreams of engaged employees easily sharing and managing their content. But then things started to go wrong. If your intranet is failing, it's likely that your intentions were sound, but your expectations were unrealistic.
In this webinar Daniel Cohen-Dumani, founder and CEO of Portal Solutions and OneWindow Workplace, tells us about the 7 Signs Your Intranet is Failing (...And How to Fix It).
We discussed:
- The seven signs of a failing intranet
- Using the right tool(s) for your organization's needs
- Governance planning
- Setting goals and measuring ROI
- The overwhelming importance of having a plan
Developing a Manageable Approach to Utilizing Sitecore at ScaleJill Grozalsky
One question that all Sitecore customers have is how do you make sure you are using the right features and functionality within the Sitecore platform to deliver the customer experience your prospects and customers want and demand. The answer is making sure you do your due diligence in knowing your customers and building a plan that makes sure you are not biting off more than you can chew. And that is what Ecolab is doing. This session will focus on Ecolab’s process of discovery and roadmapping that is helping them incrementally use Sitecore’s features, scale their experience for an audience base with varying needs, and gain executive buy-in along the way.
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
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Similar to Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success
Under Pressure - Government services under transformationNikamae
Annika Naschitzki gave this presentation at UX Australia, Sydney, 2014.
In order to transform government services, New Zealand government established the Better Public Services programme. In this Result 10 looks at improving the way that New Zealanders can deal with government digitally.
Annika's presentation describes the Result 10 strategy, all-of-government discussions and first lessons' learned in the aim to improve the user-friendlyness of government online services.
Getting your voice of the customer program up and running can be challenging. But, successful implementation will determine whether yours is a high performing program with actionable insights, or a data collection system that drowns in information overload.
Join Kyle Goff, former JetBlue VoC Analyst, and Innes Vanderniepen of Brussels Airlines, as they share their experiences implementing successful VoC programs that increased brand ROI and transformed customer interactions. You’ll learn how to create a high-level VoC implementation plan, and build a powerful program to increase your return on investment.
How to build a data analytics strategy in a digital worldJim Kaplan CIA CFE
TSB is a digital-first bank that is undergoing a massive transformation to cloud-based banking. Senior Audit Manager, Ian Kirton, drove the design and development of an audit function capable of adapting while the organization undergoes this change.
This presentation will take you through TSB Bank’s journey from first establishing the audit function through to developing a data analytics strategy as the organization gets ready to move to a new, state-of-the-art online banking platform.
Key learning objectives:
• How to develop an audit function for a cloud-based bank
• Creating a data analytics strategy to support the cloud-based enterprise
• Observing practical examples of how data analytics can be applied to get better audit results
• Learning Ian’s approach to analytics in a digital environment, and how it has made TSB Bank one of the Top 10 Best Big Companies
Delight 2013 | Digital Experience WorkshopDelight Summit
Slides from the Delight 2013 Digital Strategy workshop with Colin O'Neill, Dave Wieneke, and Barbara Holmes.
Originally presented at Delight 2013, Oct. 7-8, 2013. http://delight.us/conference
Small Steps can be Giant Leaps: 10 Ways to Enhance a VOC ProgramKara Findley
Advancing your Voice of Customer program may seem as daunting as putting a man on the moon, but making significant progress doesn’t have to be rocket science. Small steps in building program credibility, empowering employees, and engaging customers and can turn into giant leaps for increasing survey response rates, satisfying clients and driving insight-based action. Learn about the innovative yet simple ways ExactTarget’s award-winning Voice of Customer program has continued make strides.
This presentation debuted at Clarabridge Customer Connections (C3) in April 2013.
Beyond the web: Customer service content strategySally Bagshaw
Mention content strategy, and the first thing people often think of is web content. Yet, there are other parts of a business that have content at its core—the most important of which is the customer service center. Customer service centers are our direct line to customers. They answer calls, reply to emails, and often coordinate printed material—and we should be incorporating them more into our strategy. Developing a content strategy that includes your customer service center improves the customer experience, provides opportunities to monitor and act on customer feedback, and helps you measure if your content is (or isn’t) working.
I presented this talk at Confab Central in Minneapolis, May 2015. See a transcript at www.webcontentstrategy.com.au and video at http://livestream.com/confab/central
You started out with the best of intentions. Then things started to go wrong.
You wanted to deploy an intranet solution to improve communication and collaboration. You had dreams of engaged employees easily sharing and managing their content. But then things started to go wrong. If your intranet is failing, it's likely that your intentions were sound, but your expectations were unrealistic.
In this webinar Daniel Cohen-Dumani, founder and CEO of Portal Solutions and OneWindow Workplace, tells us about the 7 Signs Your Intranet is Failing (...And How to Fix It).
We discussed:
- The seven signs of a failing intranet
- Using the right tool(s) for your organization's needs
- Governance planning
- Setting goals and measuring ROI
- The overwhelming importance of having a plan
Developing a Manageable Approach to Utilizing Sitecore at ScaleJill Grozalsky
One question that all Sitecore customers have is how do you make sure you are using the right features and functionality within the Sitecore platform to deliver the customer experience your prospects and customers want and demand. The answer is making sure you do your due diligence in knowing your customers and building a plan that makes sure you are not biting off more than you can chew. And that is what Ecolab is doing. This session will focus on Ecolab’s process of discovery and roadmapping that is helping them incrementally use Sitecore’s features, scale their experience for an audience base with varying needs, and gain executive buy-in along the way.
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
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Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success
1.
2.
3. Preface
Attached is a sample of my innovative spirit.
It's a slide deck from a recent team project I
managed for a school assignment. It recaps our
teacher's textbook (10 chapters) filtered through
the specter of Netflix Customer Service
research data. The “Table of Contents” outlines
chapters. Alternate slides point to references
from 10 articles, paired with key concepts from
each chapter.
4. Netflix + Skills for Success
Part 1
The Profession
1) The Customer Service Profession
2) Contributing to the Service Culture
Part 2
Skills for Success
3) Verbal Communication Skills
4) Nonverbal Communication Skills
5) Listening Skills
Part 3
Building and Maintaining Relationships
6) Customer Service and Behavior
7) Service Breakdowns and Service Recovery
8) Customer Service in a Diverse World
9) Customer Service via Technology
10) Encouraging Customer Loyalty
6. The Profession
1) The Customer Service Profession
2) Contributing to the Service Culture
7. 1) The Customer Service Profession
• Defining Customer Service
• Word-of-mouth promoters
• CRM: customer relationship management’s
ultimate goal, customer loyalty
• Netflix 2006 – Former member
to get $20 refund
9. 2) Contributing to the Service Culture
• Secrets to Netflix’ success
• Defining a service culture
• Attitudes and values
• Doing “adequate job” gets “generous severance
package”
• No “brilliant jerks”
10. “Netflix Culture:
Freedom & Responsibility”
• CEO publicly shared 128 slide PowerPoint presentation revealing
company mission and philosophy
• Superior service through RUMBA; Realistic, Understandable,
Measurable, Believable and Attainable
• Netflix seeks excellence
• Vacation and clothing policies; don’t need policies for everything
• This reflects a culture or attitude meant to attract the best talent
12. Skills for Success
3) Verbal Communication Skills
4) Nonverbal Communication Skills
5) Listening Skills
13. 3) Verbal Communication Skills
• Positive approach/positive results
• Elicit Customer Feedback and Participation
• Rapport through ongoing dialogue/feedback
• Netflix is a rare “aggregator” managing
direct customer relationships itself.
14. 4) Nonverbal Communication Skills
• In a web-based service, non-verbal cues are
often communicated via data
• How survey data helps companies pick up on
customer signals when they make changes
without testing customer subsets
15. 5) Listening Skills
• The Listening Process
• Hearing, Attending, Comprehending or
Assigning Meaning and Responding
• Netflix missed the uproar.
17. Building and Maintaining
Relationships
6) Customer Service and Behavior
7) Service Breakdowns and Service Recovery
8) Customer Service in a Diverse World
9) Customer Service via Technology
10) Encouraging Customer Loyalty
18. 6) Customer Service and Behavior
• Building Stronger Relationships
• Netflix 2010 – Spends enormously to perfect
suggestion engine.
• $1,000,000 prize contests for software wizards
who can do it better.
• Striving to provide seamless service to customers.
19. 7) Service Breakdowns and Service Recovery
• Reasons for customer defection
• The cost of winning new customers compared
to retaining current ones.
• Netflix 2013 – Figuring out which titles are
going to expire soon just got a lot harder.
20. 8) Customer Service in a Diverse World
• Meahrabian study: must pay attention to local
culture.
• 7% of meaning within the words.
• International launches: Netflix excels.
• Grown by one million customers in new
markets.
21. 9) Customer Service via Technology
•
•
•
•
Netflix’ 2012 Christmas Eve outage.
Striving to maintain 99.999% uptime.
“Rambo architecture…”
Netflix proactively reaches out to customers
when streaming fails.
• Listening skills in an internet business.
22. 10) Encouraging Customer Loyalty
• When assigning relationship-rating point, which
service earns your loyalty?
-The exemplary, unsatisfactory, or average service?
• Strive for quality using total quality management
(TQM) and continuous quality improvement (CQI).
• Would YOU recommend Netflix to others?
23. Summary
• It’s a competitive world
• Netflix tries to differentiate through customer service
• Like all companies, there will be challenges and times
of low consumer confidence
• Netflix has a mission, goals, objectives and values
• One thing keeps the dream alive, excellent customer
service
26. Netflix
Part 2
Skills for Success
3) Verbal Communication Skills
4) Nonverbal Communication Skills
5) Listening Skills
27. Netflix
Part 3
Building and Maintaining Relationships
6) Customer Service and Behavior
7) Service Breakdowns and Service Recovery
8) Customer Service in a Diverse World
9) Customer Service via Technology
10) Encouraging Customer Loyalty
28. Client Customer Relations
Skills for Success
Memo:
To: Patrick McNiff
From: Team N
Date: June 4, 2013
Subject: Team Research Report and Presentation
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2013.
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33. Researchers:
Project Manager –
Glenn Burnett
Principle Technical Producer –
Richard Sperry
Project Lead –
Michael Liljebeck
Research Associates –
Duke Fanning
Jeff Chapman
Technical Research (Phase 1) –
Thomas Scully
Additional Technical Support
PowerPoint Assistant Editor
Sam Kong
Presenters:
Duke Fanning –
1) The Customer Service Profession
10) Encouraging Customer Loyalty
Glenn Burnett –
2) Contributing to the Service Culture
Richard Sperry –
3) Verbal Communication Skills
4) Nonverbal Communication Skills
7) Service Breakdowns and Service
Recovery
8) Customer Service in a Diverse World
9) Customer Service via Technology
Michael Liljebeck –
5) Listening Skills
Jeff Chapman –
6) Customer Service and Behavior