The document appears to be a presentation from Jennie Vickers of Zeopard Think at the ALGIM Conference in November 2013. The presentation covers several topics related to customer experience, technology trends, and how different business functions like IT, HR, and legal/compliance can shift their focus to better serve internal customers and act as strategic advisors. Specific points discussed include the challenges of service delivery teams, the importance of thought leadership, focusing on customer experience and the experience economy, and helping internal customers with vision and strategic advice rather than just administration.
SXSW 2016: Everything that went down and moreVincent Teo
We went to SXSW 2016 to soak up the atmosphere, to learn, be inspired and network. At that time, we were running 3 side projects/startups - Lensy, Hashably and Freshly Pressed Socks. For Freshly Pressed, we created a SXSW sock "Austin" (https://www.freshlypressedsocks.com/products/austin) and did a giveaway by running an onground Twitter campaign. We also created an unofficial guide to SXSW using Hashably that leveraged on Instagram to show conference goers the best places to go and things to do around Austin during the festival.
Despite spending vast amounts of time and money on employee engagement, engagement metrics remain stagnant. What if, instead of obsessing about how to increase employee engagement, how to improve and position your employer brand, or how to fight the war for talent, you instead put serious effort into thinking about how to improve and position your employees?
Twelve reasons why the saying that "culture eats strategy for lunch" originally attributed to Peter Drucker is valid, each illustrated with a real world example and a question for your organization. Adapted from the Values Coach "Cultural Blueprinting Toolkit" (www.CulturalBlueprint.com).
Commerce is Social: Connecting with and Converting Online ProspectsEric Weaver
Keynote from #MivaCon13 Extraordinary E-Commerce Conference in San Diego, March 8, 2013. Audience: e-commerce site owners generating around $500k in annual sales.
Followers of my presentations will recognize some oldie-but-goodie cases, but all the e-commerce stats are very recent (last 6-12 months).
Communicate Your Value - and Brand Yourself to Win (Designer Edition)Eric Weaver
Presentation to the Seattle Graphic Artists Guild on 3/27/13. Audience: design professionals. Topic: learn how to create a personal brand strategy, why it's important, how to create a personal online footprint, best practices and cautionary tales.
SXSW 2016: Everything that went down and moreVincent Teo
We went to SXSW 2016 to soak up the atmosphere, to learn, be inspired and network. At that time, we were running 3 side projects/startups - Lensy, Hashably and Freshly Pressed Socks. For Freshly Pressed, we created a SXSW sock "Austin" (https://www.freshlypressedsocks.com/products/austin) and did a giveaway by running an onground Twitter campaign. We also created an unofficial guide to SXSW using Hashably that leveraged on Instagram to show conference goers the best places to go and things to do around Austin during the festival.
Despite spending vast amounts of time and money on employee engagement, engagement metrics remain stagnant. What if, instead of obsessing about how to increase employee engagement, how to improve and position your employer brand, or how to fight the war for talent, you instead put serious effort into thinking about how to improve and position your employees?
Twelve reasons why the saying that "culture eats strategy for lunch" originally attributed to Peter Drucker is valid, each illustrated with a real world example and a question for your organization. Adapted from the Values Coach "Cultural Blueprinting Toolkit" (www.CulturalBlueprint.com).
Commerce is Social: Connecting with and Converting Online ProspectsEric Weaver
Keynote from #MivaCon13 Extraordinary E-Commerce Conference in San Diego, March 8, 2013. Audience: e-commerce site owners generating around $500k in annual sales.
Followers of my presentations will recognize some oldie-but-goodie cases, but all the e-commerce stats are very recent (last 6-12 months).
Communicate Your Value - and Brand Yourself to Win (Designer Edition)Eric Weaver
Presentation to the Seattle Graphic Artists Guild on 3/27/13. Audience: design professionals. Topic: learn how to create a personal brand strategy, why it's important, how to create a personal online footprint, best practices and cautionary tales.
30 Awesome Quotes To Inspire Your Next Big Customer Loyalty InitiativeAlex Andrade-Walz
In honor of International Customer Loyalty Month (April), here are 30 great quotes from thought leaders in the customer-first movement to inspire your next big customer loyalty strategy.
5 key trends that are currently effecting retail: 1. the rise of the millennial, 2. Mobile #1 and AI #2, 3. Importance of Experience, 4. Tell don't Sell, 5. Building for change.
Basics on starting, funding and scaling startups at ESADE business schoolMichael Wolfe
This is a presentation given to a group of ESADE business school alumni in Barcelona in March, 2014. It covers the basics of why startups exist and what it takes to found, fund, and grow one.
Business Storytelling: 21 Quotes To Inspire You To Tell Your StoryIan Rhodes
Stories shape our personal lives, they shape our business lives. Stories shared through conversations with your customers, colleagues, suppliers, clients, friends and peers. Stories of our company founders, our roots and the reasons why we do what we do.
Business storytelling sets the scene for the relationship with our online audience. It displays that we’re human, we’re real honest folks running real businesses. Storytelling is at the heart of a successful content strategy.
BBDO Connect - The Importance of Storytelling When Building Your BrandBBDO Belgium
Most brands offer products or services comparable to what most competitors offer. Now every brand has landed a Facebook page, merely having one is no longer enough to differentiate. Having a great page still is. Great pages are mostly the work of great brands. Typical for great brands? Great content, great stories! With a focus on content and storytelling, every brand - big or small, love brand or a brand - can learn how to really differentiate. Come and discover how.
Top 10 Future Trends 2016 - Europe Asia AfricaRoger Hamilton
Top 10 Future Trends impacting business in 2016. From the Fast Forward your Business Tour, attended by 5,000+ entrepreneurs in Europe, Asia and Africa in 2015, hosted by Roger James Hamilton. Join us in 2016 at http://www.fastforwardyourbusiness.net
The Customer Experience Revolution Coming to Everywhere Near You!Jennie Vickers
Customer Experience Revolution and implications for Boards of Directors concerned about their governance role. Presentation to the New Zealand Oracle Users Group Conference 2013 by Jennie Vickers of ZeopardLaw and ZeopardConsulting
ANZIIF Liability Conference 2014 - Mind Mapping with Jennie Vickers, ZeopardJennie Vickers
Jennie Vickers of ZeopardThink presents at the ANZIIF Liability Conference on Thursday 3rd April, 2014 teaching the audience the fundamentals of Mind Mapping. Mind Mapping, the creation of Tony Buzan, is a powerful graphic technique used to unlock the potential of the brain. It harnesses the full range of cortical skills - word, image, number, logic, rhythm, colour and spatial awareness.
30 Awesome Quotes To Inspire Your Next Big Customer Loyalty InitiativeAlex Andrade-Walz
In honor of International Customer Loyalty Month (April), here are 30 great quotes from thought leaders in the customer-first movement to inspire your next big customer loyalty strategy.
5 key trends that are currently effecting retail: 1. the rise of the millennial, 2. Mobile #1 and AI #2, 3. Importance of Experience, 4. Tell don't Sell, 5. Building for change.
Basics on starting, funding and scaling startups at ESADE business schoolMichael Wolfe
This is a presentation given to a group of ESADE business school alumni in Barcelona in March, 2014. It covers the basics of why startups exist and what it takes to found, fund, and grow one.
Business Storytelling: 21 Quotes To Inspire You To Tell Your StoryIan Rhodes
Stories shape our personal lives, they shape our business lives. Stories shared through conversations with your customers, colleagues, suppliers, clients, friends and peers. Stories of our company founders, our roots and the reasons why we do what we do.
Business storytelling sets the scene for the relationship with our online audience. It displays that we’re human, we’re real honest folks running real businesses. Storytelling is at the heart of a successful content strategy.
BBDO Connect - The Importance of Storytelling When Building Your BrandBBDO Belgium
Most brands offer products or services comparable to what most competitors offer. Now every brand has landed a Facebook page, merely having one is no longer enough to differentiate. Having a great page still is. Great pages are mostly the work of great brands. Typical for great brands? Great content, great stories! With a focus on content and storytelling, every brand - big or small, love brand or a brand - can learn how to really differentiate. Come and discover how.
Top 10 Future Trends 2016 - Europe Asia AfricaRoger Hamilton
Top 10 Future Trends impacting business in 2016. From the Fast Forward your Business Tour, attended by 5,000+ entrepreneurs in Europe, Asia and Africa in 2015, hosted by Roger James Hamilton. Join us in 2016 at http://www.fastforwardyourbusiness.net
The Customer Experience Revolution Coming to Everywhere Near You!Jennie Vickers
Customer Experience Revolution and implications for Boards of Directors concerned about their governance role. Presentation to the New Zealand Oracle Users Group Conference 2013 by Jennie Vickers of ZeopardLaw and ZeopardConsulting
ANZIIF Liability Conference 2014 - Mind Mapping with Jennie Vickers, ZeopardJennie Vickers
Jennie Vickers of ZeopardThink presents at the ANZIIF Liability Conference on Thursday 3rd April, 2014 teaching the audience the fundamentals of Mind Mapping. Mind Mapping, the creation of Tony Buzan, is a powerful graphic technique used to unlock the potential of the brain. It harnesses the full range of cortical skills - word, image, number, logic, rhythm, colour and spatial awareness.
Mind Mapping presentation by Jennie Vickers of ZeopardThink to the Associatio...Jennie Vickers
Mind Mapping presentation by Jennie Vickers of ZeopardThink presented in July 2014 to the Association of Certified Fraud Examiners New Zealand Chapter. This presentation introduces Mind Mapping and how it can help you and your company or the company that your work for.
This is the full presentation of the introduction to young advertising students from the Belgian Advertising School to the world of market research (6 October, 2014). Presentation by Hakim Zemni, Katia Pallini & Tom De Ruyck.
An update on the POEM framework plus some extras which I used for a discussion at Covenant University for a GoGetters Entrepreneurial Workshop in February 2014
A Culture Of Innovation In Practice - How To Tame The Culture BeastProduktbezogen.de
A Culture Of Innovation In Practice - How To Tame The Culture Beast. Präsentiert beim Reeperbahnfestival 2014 in Hamburg durch unseren Autor Daniel Neuberger.
Social Business Manifest that describes how Social Media and Social Networking is changing business rapidly. Change & Transition Management. Reset and rethink business. How to embrace the social revolution.
Customer Experience Management: The Key to Continued Business Growth and Succ...VIPdesk
Presented by: Joel Warady, Principal Joel Warady Group
Hosted by: VIPdesk
-The importance of a customer‐centric organization
-The influence of the customer experience on consumer wallet and market share
-How to create greater loyalty within your customer base
-Knowing all of your customer touch points, and their effect on customer value
-The role of influencers, advocates, and connectors in Web 2.0 world
-The difference between customer experience and customer relationship marketing, and the pitfalls of both
-The 10 Commandments of Creating Customers for Life
Build your opportunities, build your future, build your dreams, by @AndreaTEdwards prepared for Primetime Singapore networking lunch, August 2016 #personalbranding #SocialCEO #socialmedia
Above The Code (TM) Story Telling & Branded Content - : TechLoft / Tel Aviv...Alan Weinkrantz
U.S. Public Relations Consultant, Alan Weinkrantz' nsights on Story Telling and Branded Content Strategies for 2013.
Weinkrantz's core premise of the discussion will be based on studying and playing music for the last 50 years, with his belief sets about music being the original code with great story telling.
What Weinkrantz sees today in most startups is great code, great UI and little and generally no story telling. He will discuss the art of story telling in the context of a building and sustaining a startup and its role in adding value to a company.
Visit: http://www.alanweinkrantz.com or email Alan - alan@weinkrantz.com
Story telling, having a voice, and the on-going narrative is a reflection of the startup's heart and soul. It also becomes the body of work which will help the startup recruit talent, gain investors, attract customers, build partnerships and be discovered by the media. It is the later that he will focus on. This discussion will not be about how to pitch media, but rather, how to prepare yourself to best work with the media by having not only a great product or service, but a body of work that will separate you from your competitors.
Digital Strategy And storytelling - District32 business leaders - doyle buehl...Doyle Buehler
Isn’t it cool - it’s the greatest time in history, as we have access to literally billions of people around the world.
Yet, it’s also the worst time in history because we have access to… literally billions of other people around the world.
Competition is fierce; you’re essentially 1-click away from disaster.
It’s never been easier to get your story out there, but it’s also the hardest time because there is so much more noise out there. Isn't business fun?
In the Digital Age, story matters now more than ever. If you have a strategy you can tell your true story. If you don't, you get lost in the noise of everything else.
We were born to tell stories & we know how to listen to them, but rarely how to tell them. The story is what gives your customer clarity & certainty.
It’s not a story about how awesome you are. Nor even how you might be the next “amazing” founder.
Nor how you are going to “change the world”. They’ve heard it all before.
Nothing seems to work in marketing? Can’t figure out who to blame?
Ask yourself, what’s your strategy & how are you telling your story?
Story matters in creating your own certainty, your own future for the real hero, your customers.
This is your strategy. Welcome to digital storytelling.
#digitaltransformation #strategy #leadership
We’re living in a new media marketing era. It’s noisy and it’s crowded. People’s email inboxes are overflowing. Web ads and pop-ups and prestitials are in your face. Not to mention the social media overload.
Buyers are tuning out. Their eyes have glazed over. Bombarding your prospects with an unending stream of sales messages is no longer the answer.
So how do you stand out from the crowd? How do you have your buyers and prospects look forward to hearing from you? How do you build awareness … loyalty … and your customer base?
The answer is content marketing.
More and more marketers and content creators from around the world are discovering that an effective content strategy is essential to staying ahead of the curve.
Hacking Your Customer Satisfaction Surveys to Drive Meaningful Results with 1...Qualtrics
With Qualtrics, collecting and analyzing customer data is easy—but it’s what you do with that data that really matters.
Join us as we share how 1-800 CONTACTS uses Qualtrics to turn data into actionable insights, ultimately re-igniting their company’s focus on customers and increasing client connections in unique and innovative ways.
Getting you house in order - Pragmatic Governance in the SME WorldJennie Vickers
Presented at the World Business Capabilities Congress 2012 in Auckland, 'Getting your house in order - Pragmatic Governance in the SME World' is Jennie Vickers' entry into the Best Practice Competition. Jennie Vickers is the COE (Chief of Everything) at ZeopardLaw and Zeopard. To see a video of Jennie Vickers presenting this session follow the link: https://www.youtube.com/watch?v=2gnH_c8G2sI
How to get started with Twitter, Tweetdeck, Vine & InstagramJennie Vickers
Need help getting started with Twitter? This presentation will guide you with step by step instructions to set up your own account, download the Twitter app onto your phone or tablet and start tweeting. Also included are handy tips to getting started with Tweetdeck, Vine and Instagram.
Intellectual Property Myths and Social Media June 2013Jennie Vickers
Intellectual Property myths busted! Originally delivered by Jennie Vickers of ZeopardLaw to the National Speakers Association. Jennie covers 7 myths surrounding Intellectual Property with a special focus on Social Media. Social Media is a platform that many of us use on a day to day basis without knowing the rules and implications of our own or others IP. Delivered by a lawyer with over 25 years experience, this presentation enables anyone to easily understand the law.
The Customer Experience Revolution Coming to Everywhere Near You!Jennie Vickers
Customer Experience Revolution and implications for Boards of Directors concerned about their governance role. Presentation to the New Zealand Oracle Users Group Conference 2013 by Jennie Vickers of ZeopardLaw and ZeopardConsulting
Is anybody hearing your inconvenient but important messages?Jennie Vickers
How do you tell people what they don't want to hear?
Jennie Vickers delivered this presentation at a conference of arborists to help them to develop communication messages that better resonated with tree owners so they understood their legal obligations.
Jennie Vickers of Zeopard Law delivered this presentation at a conference of business people and professionals, to help them take control of the legal stuff that can kill their business.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
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/
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
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.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
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.
www.seribangash.com
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.
https://seribangash.com/promotors-is-person-conceived-formation-company/
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.
https://seribangash.com/difference-public-and-private-company-law/
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
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
3. YOUR INTERNAL CUSTOMERS?
TITLE TEXT
Video Link: http://www.youtube.com/watch?v=FSIkjNaICsg
Jennie Vickers
Zeopard Think
Zeopard.com
Zeopard.com
@jennievickers
4. Welcome to the COMSHARE contracts prevention office...
Zeopard.com
@jennievickers
5. “The real true source of power, in any company today is ideas...
Zeopard.com
@jennievickers
6. ...the rest is housekeeping” - Marsh Fisher, founder of Century 21
Zeopard.com
@jennievickers
7. “Curious how often you humans manage to obtain that which you
do not want.” - Spock in the Errand of Mercy
Zeopard.com
@jennievickers
8. THE CHALLENGES OF SERVICE DELIVERY
Cost centre or value creators?
What do we want to be known for?
Zeopard.com
@jennievickers
9. WE’RE ALL LOOKING TO INFLUENCE SOMEONE-WHO IS IN THE ROOM?
•Managers!
•Individuals!
•Aspirational Managers!
•CEO’s!
•CIO’s!
•Suppliers
Your colleagues are your
customers-they are your
internal customers
Zeopard.com
@jennievickers
10. Who are you trying to influence?
Zeopard.com
@jennievickers
12. FUTURE OF COMPUTING
!
!
1. Search was king of the last era!
!
!
!
!
- as of Sept 2012 overall
search volume on web has
started to decrease!
- now using App driven
mechanics to find your
content as these provide
context around requests
ensuring more accurate
responses!
Forrester Research Blog
Zeopard.com
@jennievickers
13. FUTURE OF COMPUTING
!
!
!
2. Experience will begin to
replace Apps!
- customers simply want
a great experience!
- design more important!
!
3. Data is the new currency
Data=currency!
APIs=new banks!
API Management = financial advisor!
!
Forrester Research Blog
Zeopard.com
@jennievickers
14. THIS IS WHAT CEO’S ARE THINKING ABOUT
Zeopard.com
@jennievickers
15. WHAT ARE PUBLIC SERVICE CEO’S NOW LOOKING AT DELIVERING?
Better Public Services Advisory
Group Report November 2011
“Capitalising on new technology and
ways of engaging such as social media
will reduce costs and help meet citizens’
and businesses’ expectations for their
dealings with government”
Zeopard.com
@jennievickers
16. HOW MANY PUBLIC SERVICE IT STAFF ARE ACTIVE THEMSELVES ON SOCIAL
MEDIA?
If you are not using these social
tools how can you advise or
manage their use?
“Starting with a social media control
policy is a recipe for disaster. Thought
Leadership means finding the how and
not the why not”
Zeopard.com
@jennievickers
17. THIS IS WHAT CIO’S ARE THINKING ABOUT
!
!
Pressure on CIOs!
Chris Murphy of Information Week says:!
!
“Make IT measurably more relevant
to your customers”
!
“We're living through a historic shift that
makes technology more important -- in fact,
indispensable -- to building close customer
ties. IT leaders can seize the moment by
ruthlessly focusing 2013's goals on the
customer who buys their products.”
!
!
!
Zeopard.com
@jennievickers
18. FOCUS ON THOUGHT LEADERSHIP
•
•
Thought leaders are individuals or
organisations that are recognised by
peers, customers and industry
experts as someone who deeply
understand the business they are in,
the needs of their customers, and the
broader marketplace in which they
operate !
•
Zeopard.com
The term was first coined in 1994, by
Joel Kurtzman, editor-in-chief of the
magazine, Strategy+Business !
Thought leaders have a distinctively
original idea, a unique point of view
or an insight
@jennievickers
19. “Thought leadership centres on
earning trust and credibility.
Thought leaders get noticed by
offering something different—
information, insights, and ideas,
for instance.
! Thought leadership positions you
and your company as an industry
authority and resource and trusted
advisor by establishing your
reputation as a generous
contributor to your industry.”
Zeopard.com
@jennievickers
25. 10 HOT STRATEGIC TECH TRENDS 2014
1. Mobile Device
Diversity and
Management!
!
2. Mobile Apps and
Applications!
!
3. The Internet of
Everything!
!
4. Hybrid Cloud & IT as
Service Broker!
!
5. Cloud/Client
Architecture!
!
Zeopard.com
@jennievickers
26. 10 HOT STRATEGIC TECH TRENDS 2014
6. The Era of
Personal Cloud!
!
7. Software Defined
Anything!
!
8. Web-Scale IT!
!
9. Smart Machines!
!
10. 3D Printing
Zeopard.com
@jennievickers
27. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
1.! By 2016, half of the world’s big data will be
stored in the cloud. – Oracle !
!
2.! There are 1 billion smartphone users in the
world, and 80% of them use social. - Oracle!
!
3.! Customers today and in the newer generations
want things that are simple and have been
engineered to work together. – Mark Hurd,
President, Oracle!
!
4.! Centricity has switched from your company
timeframe to the buyer’s timeframe, and we
need to be prepared to jump– Paul Teshima,
GVP Product Management, Oracle Eloqua!
Zeopard.com
@jennievickers
28. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
5.! 49% of executives believe that customers will
switch brands due to a poor customer experience,
but in reality, 89% of customers have already
switched. –Brian Curran, Vice President,
Customer Experience Strategy and Design,
Oracle!
!
6.! Within the next year, every company should be
measuring the Customer Effort Score, or the
ability to analyze how much effort a customer has
to exert in order to do business with you. – Brian
Curare!
!
7.! Organizations that focus on the customer journey
have on average a 20% improvement on overall
customer satisfaction and see a 10-15% growth in
revenue. -Brian Curran!
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@jennievickers
29. 10 KEY THEMES FROM ORACLE OPENWORLD 2013
!
8.! Twenty percent (20%) of revenue lost in
businesses is due to bad customer
experiences. -David Vap, Group Vice
President, Oracle!
!
9.! By 2017, 87% of the US population will have
mobile Internet devices, which is more than
homes that have broadband. –Reggie
Bradford, SVP of Product Development at
Oracle!
!
10.! There always will be someone else fighting for
the attention of the consumer, whether or not
they are your competitors. Be timely, relevant,
brave, and humble. –Lars Silberbauer, Global
Director of Social Media, LEGO!
!
Zeopard.com
@jennievickers
40. Legal AND COMPLIANCE, HR AND IT departments…
…We are not the sexy TEAMS
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41. “The significant problems we have
cannot be solved at the same level of
thinking with which we created them.”
!
Albert Einstein
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42. Cost Centre - Not profit centre - EASIER TO OUTSOURCE
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50. Are you inflicting your language on your customers?
! tickets are for buses and trains and even the movies
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51. STAKEHOLDER EXPECTATIONS
!
•
!
Customer Experience in
a Consumer world!
• Frustration with service
!
indifference!
• Home computing speeds and
!
easy use devices!
• Rate payer expectations
Zeopard.com
@jennievickers
52. WHAT IS CAUSING THE ATTENTION ON CX?
What is Customer Experience?
•
What is CX?!
•
What is involved with CX
Zeopard.com
@jennievickers
54. CUSTOMER EXPERIENCE - DEFINITION
“CX is how your customers
perceive their interactions
with your company”
!
!
- Forrester Research Inc.!
!
Zeopard.com
@jennievickers
55. CUSTOMER EXPERIENCE DEFINITION
From the Beyond Philosophy Group adapted for internal customers
“An internal customer experience is an
interaction between a department and an
internal customer as perceived through
that internal customer’s conscious and
subconscious mind. It is a blend of the
department’s rational performance, the
senses stimulated and the emotions
evoked and intuitively measured against
internal customer expectations across all
moments of contact.”
Zeopard.com
@jennievickers
57. WHY YOU SHOULD CARE ABOUT
CUSTOMER EXPERIENCE
•
Commoditisation has stripped
away existing sources of
differentiation - CX is it
Zeopard.com
@jennievickers
58. DIGITAL EXPERIENCE
!
!
!
Latest research goes further and says:
!
One of the last remaining areas of
differentiation is the ability to provide
compelling user experiences through
digital channels.
!
Forrester Research
Zeopard.com
@jennievickers
60. THE EXPERIENCE ECONOMY - THIS IS NOT A NEW FAD
“Economists have typically lumped
experiences in with services, but
experiences are a distinct economic
offering, as different from services as
services are from goods. Today we can
identify and describe this fourth economic
offering because consumers
unquestionably desire experiences, and
more and more businesses are
responding by explicitly designing and
promoting them.”!
!
Harvard Business Review July 1998 Welcome to the
emerging experience economy. Joseph Pine and
James Gilmore
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61. FALLING SHORT ON DELIVERING THE
EXPERIENCES CUSTOMERS WANT
!
• Slow adoption rate of customer expected
capabilities !
• Significant opportunities for improving
experiences!
• Across research, buying, and post purchase
processes!
• Inflexible technology, siloed organisations and
systems, insufficient investment, and inability to
measure performance hinder success!
!
Solving The Execution Chasm Requires A New Approach to CX!
!
!
!
!
!
Zeopard.com
@jennievickers
62. THE EXPERIENCE ECONOMY
“As services, like goods before them,
increasingly become commoditized—think of
long-distance telephone services sold solely
on price—experiences have emerged as the
next step in what we call the progression of
economic value. From now on, leadingedge companies—whether they sell to
consumers or businesses—will find that the
next competitive battleground lies in staging
experiences.”
!
Harvard Business Review July 1998 Welcome to the
emerging experience economy. Joseph Pine and James
Gilmore!
!
/
Zeopard.com
@jennievickers
63. THE AGE OF THE CUSTOMER
Age of the customer
Empowered buyers
demand a customer focus
-?
0
201
Age of distribution
Global connections
make distribution key.
10
-20
990
1
990
0-1
196
60
-19
Age of information
those who control information
0
190
Age of manufacturing
Mass manufacturing
boosts industrial
powerhouses.
Zeopard.com
Source:
@jennievickers
64. How annoying ARE YOUR HR department & legal/compliance team?
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65. Do your IT contracts reflect the work you do and how you do it?
Can you find clauses in contracts fast?
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66. Have they spent time understanding what you do and how you do it?
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67. HR CHALLENGES
Only 15% of HR’s time is spent on strategic activities,
while 71% is still spent on service delivery, record keeping,
compliance and internal management.
!
-HR Transformation in EMEA, Mercer 2010
Zeopard.com
@jennievickers
68. “It has been a source of frustration for many years that my HR team
has been preoccupied with administration and process and has not
had time and focus to do a role that really adds value. While I
recognise that access to quality data has often hampered them, it has
not made my job easier.”
!
- Carl Rogers, CEO of Asplundh NZ (2012)
Zeopard.com
@jennievickers
69. “In The Lawyer Bubble: A
Profession in Crisis, Steven J.
Harper argues that legal jobs are
disappearing not because of
short-term economic fluctuations
but because of powerful
long-term trends.”!
!
Adam Cohen: Is There Really a
‘Lawyer Bubble’? | TIME.com
Zeopard.com
@jennievickers
71. “Business today is conducted in the language of numbers. Every business unit
in a company is expected to make and depend on decisions based on data.”
!
- Mark Hurd ORACLE PRESIDENT
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72. YOU HAVE THE SKILLS TO HELP INTERNAL CUSTOMERS
LOOKING FOR VISION
Video Link: http://www.youtube.com/watch?v=ziOG_GHNVq0
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@jennievickers
73. “Software engineers are the most creative people
I know, but are too rarely perceived as such”
- Shona Grundy CEO
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74. Making the shift from IT administrator to IT strategic advisor
- it is your choice
Worth remembering that no-one outsources their strategy department!
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@jennievickers
75. “The bureaucratic mentality is the only constant in
the universe” - Dr McCoy, Star Trek
Zeopard.com
@jennievickers
76. !
"IT departments which are disconnected from their internal
customers are increasingly going to find that software as a service
has appeared in their domain and they belatedly get the difficult
task of integration. Your choice: stay close or get rained on” Doug
Hughes
Zeopard.com
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108. ARE WE MISSING OPPORTUNITIES WITH
OUR TEAMS?
How we THINK impacts
How we LEARN!
!
How we THINK and LEARN impact
How we COMMUNICATE!
!
How we THINK, LEARN,
and COMMUNICATE impact !
How we SOLVE PROBLEMS!
!
What would be different if we
understood how we think and how
others think and why?
Zeopard.com
@jennievickers
109. LEFT BRAIN
RIGHT BRAIN
!
uses logic!
detail oriented!
facts rule!
words and language!
order/pattern perception!
reality based!
forms strategies!
practical!
Zeopard.com
uses feeling!
"big picture" oriented!
imagination rules!
symbols and images!
spatial perception!
fantasy based!
presents possibilities!
risk taking
@jennievickers
136. Essence of an idea
Picture
Meta
Frame
Context
An idea has three
elements to it.
Point
Meaning
Essence
Concept
Stuff
Matter
Detail
Content
ZeopardThink
Zeopard.com
The big picture
contextual part, the
concise explanation
of what the idea is
and the examples
and facts that
explain it.
The matrix on this
page gives you
various different
palettes or ways
of saying the same
thing across these
3 components of
an idea.
Developed by the Thought Leaders Community
@jennievickers
139. Essence of an idea
Picture
Meta
Frame
Context
An idea has three
elements to it.
Point
Meaning
Essence
Concept
Stuff
Matter
Detail
Content
ZeopardThink
Zeopard.com
The big picture
contextual part, the
concise explanation
of what the idea is
and the examples
and facts that
explain it.
The matrix on this
page gives you
various different
palettes or ways
of saying the same
thing across these
3 components of
an idea.
Developed by the Thought Leaders Community
@jennievickers
140. 5. IMPACT
How to achieve or increase influence
with virtually anyone by maximising
your impact
Zeopard.com
@jennievickers
145. If you provide information to internal customers which they
need to remember then:
!
1. Tell them!
!
2. Follow up shortly e.g. by email!
!
3. Set a reminder and resend the email one week later!
!
4. Set a reminder and resend the email one month later!
!
5. Use colour!
!
6. Use pictures!
!
7. Make it fun
Zeopard.com
@jennievickers
147. Conversations & Communications that resonate
Abstract
what’s this like?
Existential
what’s this about?
Intrapersonal
what’s in this for me?
Numerate
give me bullet points
Linguistic
give me directions
Interpersonal
give me examples
Visual
show me
Auditory
tell me
Kinesthetic
let me
ZeopardThink
Zeopard.com
Developed from work of Howard Gardner
@jennievickers
149. “75% of employees feel their work history and experiences
are not leveraged by their employer”
-Taleo Research, UK Social Talent Management report
Zeopard.com
@jennievickers
151. You YOU
Employee YOU
Strategy
Community YOU
Strategy
Audience
Strategy
Audience
Audience
Who?
Who?
Who?
Where?
Where?
Where?
Platforms
Platforms
Platforms
Role
Role
Role
†
Participation
†
Participation
†
Participation
†
Observation
†
Observation
†
Observation
†
Elucidation
†
Elucidation
†
Elucidation
zeopard .com
Zeopard.com
Mapping Out Your Relationship With Social Media
152. 9. CONVERSATION
How to create new shared
meaning and go beyond
communication
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@jennievickers
153. CUSTOMER EXPERIENCE REQUIRES…
Managing your business
from the “Outside In”.!
!
“Bringing the perspective of your
customer to every decision you
make so you can see why
customers’ perceptions are
created.”!
!
The Expert’s Dilemma-Speakers,
Lawyers Technical Experts-Keen
to tell what we know
Zeopard.com
@jennievickers
155. OUTSIDE IN, PUTTING YOUR CUSTOMER AT THE HEART OF YOUR BUSINESS
What do they want?
2
How do
i give
it to
them?
3
CUSTOMER
1
When
&
Where
do they
want it?
4
Who is the customer?
Zeopard.com
@jennievickers
156. Customer Life Cycle = Customers relationship with a brand as they
continue to discover new needs, explore their options, make
purchases and engage with the product or service experience!
!
!
!
!
Inside Out
Engage
Win
Develop
Keep
Explore
Options
Buy
Engage
Outside In
Discover
Needs
Zeopard.com
@jennievickers
157. THE 6 DISCIPLINES OF CX FROM FORRESTER RESEARCH AND EXPLAINED
IN THE BOOK “OUTSIDE IN”
1. Strategy!
!
2. Customer Understanding!
!
3. Design!
!
4. Measurement!
!
5. Governance!
!
6. Culture
Zeopard.com
@jennievickers
159. “STAR TREKING ACROSS THE UNIVERSE”
Customer journey map one set
of internal customers’
experiences every month and
see how it changes your
perspective.
Zeopard.com
@jennievickers
160. “ONLY GOING FORWARD CAUSE THEY CAN’T FIND REVERSE”
Embrace the possibilities to be
strategic with a new attitude.
There is no going back.
Zeopard.com
@jennievickers
161. “THERE’S KLINGONS ON THE STARBOARD BOW, JIM”
Live CX and deliver internal CX
or someone else will
Zeopard.com
@jennievickers
162. “IT’S LIFE, JIM, BUT NOT AS WE KNOW IT”
Revisit learning styles and
personality diagnostics. Pick
one style furthest from your
own and observe.
Zeopard.com
@jennievickers
163. “IT’S WORSE THAN THAT, HE’S DEAD JIM”
Brain cells will die if not used,
remember the forgetting curve
and help your internal
customers to stop asking you
the same question twice.
Zeopard.com
@jennievickers
164. “WE COME IN PEACE, SHOOT TO KILL, SHOOT TO KILL, SHOOT TO KILL”
LinkedIn profiles kept up to
date allow you and your
internal colleagues to see the
brilliance of your team. Don’t
see it only as a mechanism for
your team to escape to
another job.
Zeopard.com
@jennievickers
165. “YOU CANNA’ CHANGE THE LAWS OF PHYSICS”
You can change your brain and
your neurons and the way your
internal customers view you by
talking into their context every
time.
Zeopard.com
@jennievickers
166. You can change your brain and your neurons
LinkedIn profiles kept up to date
Brain cells will die if not used, remember the forgetting curve
Revisit learning styles and personality diagnostics
Live CX and deliver internal CX or someone else will
Embrace the possibilities to be strategic with a new attitude
Customer journey map
Zeopard.com
@jennievickers
167. PART 10 - SUMMARY CONCLUSION
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168. IMAGINE:
!
A world where your customers do not forget the
information you give them and never ring for the same
help twice.
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@jennievickers