Earlier this week I had the chance to present at one of the largest annual meetings of customer care professionals in the world, the SOCAP International Symposium. SOCAP stands for the Society of Customer Care Professionals, and among other things, its members include the folks in charge of running call centers, managing customer response teams and sometimes branching into running loyalty programs as well. If marketing is all about the outward appearance of a brand and perception, then customer care (more than any other group) is focused on the reality of what your brand actually is.
This battle between perception and reality, interestingly, is where the divide between customer care and marketing usually arises. The larger the company, the more divorced these two disciplines seem to be – often only meeting at the last stages of planning a marketing campaign to finally discuss coordinating. Not surprisingly, a key theme I quickly saw during the SOCAP event was that the communication between marketing and customer care needs to get stronger across the board. In particular, there were 5 themes that emerged for me (as a marketer) that define what customer care people would love to see from us more frequentl
The focus of this template is on a design agency that offers a range of web-based services. The primary aim of the page we’re designing, therefore, is to promote what the business does and what services they provide.
This is the first part of a tutorial on building a clean business website. This first part will focus on creating the design in Photoshop, and in the second part, will focus on converting the PSD outcome to a working XHTML template.
After an interview, it’s important to take a lot of deep cleansing breaths and reflect about the “process.” If you’ve been at a job search for a while, really excited about this particular position or just aren’t sure how to gauge your performance, use these questions as a guide. More importantly, use your answers to become the better, smarter candidate:
1. Did you feel comfortable during the interview?
2. Which questions could you have answered better?
3. Where were you successful? And not so much?
4. Were there awkward silences?
5. Were you able to demonstrate your understanding of the organization?
6. How was your conversational style?
7. Did the interviewer ask questions that you couldn’t answer?
8. Did the interviewer have any concerns about your work history, candidacy or skills?
9. Were you able to ask questions at the end about the organization or position? If so, were the answers helpful?
10. Would you do anything differently next time? Or say something different?
Por Javier Martín
navierosHasta ahora habíamos oído hablar de juegos online para enseñar a niños o jóvenes en distintas materias, esta idea la lleva mucho más allá la empresa Gamelearn al aplicarla a la formación de directivos en negociación y resolución de conflictos.
Gamelearn se basa en el “learning by doing” y trabaja para emular la formación presencial. En un curso presencial de negociación los alumnos negocian, mientras que en la versión clásica de e-learning sólo leen sobre negociación. Con un videojuego se puede conseguir que el usuario sienta que negocia con diferentes personajes, saber si lo han hecho bien o mal y explicarles como pueden mejorar. Todo esto desarrollado sobre su primer videojuego llamado Navieros.
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Schick Hydro, an Energizer brand, has signed on as the exclusive launch sponsor of a new channel showcasing emerging artists on entertainment site Vevo.
“The Next Wave,” as the channel is called, went live on Vevo this week, and features original programming from Boston-based electronic pop band Passion Pit. Over the next few months, “The Next Wave” will promote music from a variety of genres, including rock, alternative, hip-hop and R&B, said David Kohl, Vevo’s evp of sales and customer operations.
“This is the first-ever programming channel on the Vevo platform that celebrates emerging music, aggregating the industry’s hottest developing acts across multiple genres,” Kohl said. Schick and Vevo are partnering through the end of this year.
Think design and Tools
The world is turbulent and things seem unexpected. Hence we feel the need to sit around a campfire conceptual and exchange stories. This ancient technology of storytelling reappears again to help solve problems.
Tim Brown says that the two main tools of design thinking are the prototypes (which produce ideas fast enough to fail and learn) and storytelling (things to be deployed with the sale of compelling narratives).