Leonie

31 Added | 7 Magazines | 9 Following | @LJCostello | Keep up with Leonie on Flipboard, a place to see the stories, photos, and updates that matter to you. Flipboard creates a personalized magazine full of everything, from world news to life’s great moments. Download Flipboard for free and search for “Leonie”

Why Apple Is Making a Big Push for Business Customers

Tim Cook didn't want to work at Apple at first. He just thought it was worth his time to go in for an interview and meet the company's visionary …

Customer Service Leadership: How To Transform The Behavior Of Customer-Facing Employees

Developing effective customer service leadership — leadership that coaxes great behaviors and performance from your customer-facing employees — is a key to creating a successful customer experience. Once you’ve gotten the ball rolling by hiring employees with the right potential, you also need a …

Using Customer Analytics To Improve Corporate Performance

Striving to gain greater insights into how existing customers can be retained and grown while attracting new prospects, nearly all companies are capturing customer data at an accelerating rate.<p>The challenge is to translate the massive amounts of captured customer data into strategically relevant, …

How Design Thinking Could Make Your New Year’s Resolutions Stick

Introducing Design for Living, an advice column in which we apply design thinking to everyday problems. In the debut column, Clear app designer Phill Ryu tackles New Year’s resolutions.<p>If design isn’t just “how it looks, but how it works,” then we should be able to apply it anywhere–even to the …

Design Thinking

What Should Designers Do With A Tablet So Cheap It’s Disposable?

Datawind is releasing a $38 Android tablet in the U.S. Disruption ahead.<p>The Aakash 2 tablet made headlines last year for two reasons: its ridiculously cheap price (about $40, even less when subsidized by the Indian government), and the ambitions of its manufacturer, Datawind, which wants to …

Tablets

The Digitization of Everything and It's Impact on Customer Experience - Value Creator

<i>It’s 10:30 in the morning, and her Jawbone buzzes. Jane is notified that she’s been sitting too long, and her meeting is ending anyway. She rises up</i> …

Five Key Questions to Ask to Achieve a Customer-Centric Culture

<i>Image courtesy of rachaelvoorhees</i><p><i>I originally wrote today's post on July 2, 2013, for Entrepreneurs Questions.</i><p>When I think about customer-centric …

Whitehall needs a super minister wielding power over core departments

However encouraging it is to be upgrading forecasts after five years of unremitting economic gloom we need to put aside the hype on recovery – the big trends remain deeply disturbing.<p>The UK is a much diminished player in the global economy. Our future prosperity is threatened by debt that has …

73% Of U.S. Adults Use Social Networks, Pinterest Passes Twitter In Popularity, Facebook Stays On Top

Facebook may be currently facing question marks over how well it’s faring with younger users, but among those over 18 in the U.S. it remains the social network king. According to figures out today from the researchers at the Pew Research Center, the percentage of adults using the social networks of …

Build A Great Customer Experience In One Not-Easy Step

Question: <b>Who should be responsible for the customer experience at your company?</b><p>Before you answer, a warning: How you answer this question can make or break you as an organization.<p>Here’s my answer. It’s based on my know-how as a customer experience consultant, but it’s probably also the answer you …

Big Data and the Role of Intuition

Many people have asked me over the years about whether intuition has a role in the analytics and data-driven organization. I have always reassured them that there are plenty of places where intuition is still relevant. For example, a hypothesis is an intuition about what’s going on in the data you …

The Three Most Innovative Companies of 2013

One can naturally debate any system that seeks to crown the world’s most innovative companies. Boston Consulting Group’s list, which relies heavily on surveys asking senior executives to name the companies they perceive to be innovative, risks succumbing to the halo effect, where generally …

Which Came First: The Human or the Algorithm?

One thing is for certain: society’s reliance on human judgment, unaided by computers, is going to decrease. This point is made forcefully in a recent post here at Harvard Business Review by MIT’s Andrew McAfee, and in Average Is Over, the latest book by economist Tyler Cowen.<p>But machine …

Why Not Take a Year Off to Work in Government?

One year ago, Rahul Mewawalla was a senior executive building out the mobile arm of Nokia. Today, he is using his telecom industry expertise to help San Francisco’s Mayor Ed Lee launch the nation’s first entrepreneurship-in-residence (EIR) program for cities. The program pairs start-ups with …

Impact investing: an idea whose time has come

Impact investing links measurable social outcomes and financial returns. By harnessing entrepreneurship and innovation it can fund the growth of non-profits and for-profits to tackle society's toughest challenges more effectively and at scale. It has made great advances in 2013. The debate is now …

'Canada has a lot to learn from the UK's leadership on social enterprise'

Eric Hoskins might not be as internationally famous – or infamous – as another Ontario politician, the mayor of Toronto, Rob Ford. But in terms of his role in supporting social enterprise in Ontario, and North America, he'll probably have a more positive and lasting impact.<p>A former Rhodes scholar, …

The Next Wave In Branding: Merging Experiences Across Markets

It’s time to start thinking strategically about designing user experiences for interconnected ecosystems like health care, argues frog’s Fabio Sergio.<p>User experience–also known as UX–is often referred to as the sum of all interactions with a brand’s products and services. In today’s connected …

UX Design

10 Most Popular Posts to Start Your Customer Centric Year

If you’re like me and the kitchen is considered Danger Zone (some naughty Elf seems to keep putting leftover sweets in my line of sight) and you need …

Customer Experience

How Marketers Can Avoid Big Data Blind Spots

If you were looking for a theme song that captures marketing today, you could do worse than pick Queen’s anthem “Under Pressure.” Marketing is under pressure to show results, cut costs, and drive growth. Marketers should welcome it. That’s because marketing has a big opportunity to drive …

Get a Better Return on Your Business Intelligence

There is a lot of hype and buzz around business intelligence. Companies are investing millions of dollars in business intelligence technology. However, unless this is accompanied by the simultaneous creation of a strong foundation for taking intelligent business actions, they are unlikely to reap a …

Leading by Letting Go

If you are running a large company anywhere in the world, you have almost certainly asked yourself some version of this question: “How can we get tens of thousands of employees to deliver memorable customer experiences that enhance our brand, all at a reasonable cost?”<p>The answer many have latched …

Conflict Strategies for Nice People

Do you value friendly relations with your colleagues? Are you proud of being a nice person who would never pick a fight? Unfortunately, you might be just as responsible for group dysfunction as your more combative team members. That’s because it’s a problem when you shy away from open, healthy …

The Secret to Delighting Customers

What motivates employees to go above and beyond the call of duty to provide a great customer experience? Disney tells a story about a little girl visiting a theme park who dropped her favorite doll over a fence. When staff retrieved the doll, she was covered in mud, so they made her a new outfit, …

How behavioural design can overcome the dark side of big data

The effort to influence human behaviour in constructive ways dovetails neatly with both the core ethics and key challenges of sustainable businesses across the globe. Behavioural design can be one way to influence the way people act but for it to be successful, you often have to rely on and …

The Bias Undermining Your People Analytics

People analytics – the fast-growing practice which companies use to analyze large amounts of data to quantify employee performance – has the potential to revolutionize the workplace and vastly improve how all of us are rewarded for our efforts. But used the wrong way, people analytics can be just …

Data brokers won’t even tell the government how it uses, sells your data | Ars Technica

They do disclose consumer types like "credit reliant" and "resilient renter."<p>A Senate committee released a report this week that goes to great …

Interactive Visualization of Big Data

Human judgment is at the center of successful data analysis. This statement might initially seem at odds with the current Big Data frenzy and its …

IDEO’s Culture of Helping

Artwork: Freegums, Celestial Plane, 2010, fully tileable ink drawing, 24″ x 36″<p>Few things leaders can do are more important than encouraging helping behavior within their organizations. In the top-performing companies it is a norm that colleagues support one another’s efforts to do the best work …