A Report by Harvard Business Review Analytic Service – Lessons from the Leading Edge of Customer Experience Management – 2014. “CUSTOMER EXPERIENCE MANAGEMENT — the collection of processes an organization uses to manage customer interactions across the enterprise—is more important than ever. The days of the single customer touch point are long gone. Today’s companies… Continue Reading
Accurate, Focused Research on Law, Technology and Knowledge Discovery Since 2002
Category Archives: Marketing
McKinsey insights on change management
The phrase “change management” has been widely referenced across the private and public sectors for decades. Librarians have embraced and executed objectives based upon change management concepts in no small measure due to the inherent agility, adaptability and futures thinking of the professional. From the nacent World Wide Web to the current multi-faceted scope of… Continue Reading
Apple releases new diversity report
Apple’s Diversity Report still highlights a staff of employees that are 54% white and 69% male: “Our most recently filed Federal Employer Information Report EEO-1 is available for download here, representing employees as of July 2014. We will make the 2015 EEO-1 available when we file it with the federal government. We make these documents… Continue Reading
Where has the competitive intelligence gone? No worries – Call your Librarian!
Another day, another reason why librarians are mission critical – we are the multifaceted subject matter experts with multiple expertise – this would not have slipped by colleagues in the law library/news/business sectors if Google had asked (add other expert colleagues as you will – this is not about exclusion – but a request for… Continue Reading
Bing plans to warn customers about threats of fake online pharmacies
Bing Blog: “When there is a significant risk of serious harm to the public from purchasing unsafe, counterfeit and other illegal drugs online, the Bing team wants to help our users make informed decisions. With this goal in mind, we are rolling out a new set of warnings on Bing.com to give our customers more information… Continue Reading
New on LLRX – Book-starved Utah boy begs postman for junk mail to read: How to respond?
Via LLRX.com: Book-starved Utah boy begs postman for junk mail to read: How to respond? By David H. Rothman Editor’s note – as a preface to David Rothman’s article, and with thanks for his unrelenting, expert work promoting literacy in America and free access to physical and online libraries, e-books and internet connectivity for all,… Continue Reading
50 best law firms for women
Best Law Firms for Women: “Working Mother and Flex-Time Lawyers announced the 2015 Working Mother and Flex-Time Lawyers 50 Best Law Firms for Women, recognized for their family friendly policies and career and business development initiatives that are helping to retain women attorneys and advance them into the leadership pipeline. The full list of the… Continue Reading
New strategy – Accenture ends annual performance reviews
Washington Post: “As of September, one of the largest companies in the world will do all of its employees and managers an enormous favor: It will get rid of the annual performance review. Accenture CEO Pierre Nanterme told The Washington Post that the professional services firm, which employs hundreds of thousands of workers in cities… Continue Reading
bcg – The New CEO’s Guide to Transformation
The New CEO’s Guide to Transformation – Turning Ambition into Sustainable Results. May 15, 2015 by Hans-Paul Bürkner, Lars Fæste, and Jim Hemerlin. Boston Consulting Group. “Leadership transitions increasingly happen when companies are at an inflection point, and as a result, new CEOs frequently face immediate pressure to make changes. The challenges are significant. Companies… Continue Reading
Number of food recalls and costs to business and society are rising
Swiss Re: “Publication finds that the number of recalls per year in the US has almost doubled since 2002 Food contamination costs US health authorities USD 15.6 billion per year; nearly 9 million Americans became sick from contaminated food in 2013 alone Half of all food recalls cost the affected companies more than USD 10… Continue Reading
A National Policy Agenda for Libraries
American Library Association – NATIONAL POLICY AGENDA FOR LIBRARIES – The Policy Revolution! Initiative “INTRODUCTION TO THE AGENDA AND INITIATIVE – Libraries are in a digital revolution , fueled by rapid advances in technology. This digital revolution brings compelling opportunities to build upon what libraries already do well: empower and engage communities and contribute to… Continue Reading
EPIC Urges Investigation of “Always On” Consumer Devices
“EPIC has asked the Federal Trade Commission and the Department of Justice to conduct a workshop on ‘Always-On’ Consumer Devices. EPIC described the increasing presence of internet-connected devices in consumer’s homes, such as TVs, toys, and thermostats, that routinely record and store private communications. EPIC urged the agencies to conduct a comprehensive investigation to determine… Continue Reading
