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Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must handle each one well. But if asked about the experience months after the fact, a customer would never describe such a call as simply a product question. Understanding the context of a call is key. A customer might have been trying to ensure uninterrupted service after moving, make sense of the renewal options at the end of a contract, or fx a nagging technical problem. A company that manages complete journeys would not only do its best with the individual transaction but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call.

In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-efective ways to collaborate across functions and levels, a process that delivers gains throughout the company.

Consider a leading pay TV provider we worked with. Although it was among the best in the industry at managing churn, it faced a maturing market, heightened competition, and escalating costs to keep its best customers. Churn was a familiar problem, of course, and the typical reasons for

Continue reading Think about a routine service event—say, a product query—from the point of view of both the company and the customer. The company may receive millions of phone calls about the product and must handle each one well. But if asked about the experience months after the fact, a customer would never describe such a call as simply a product question. Understanding the context of a call is key. A customer might have been trying to ensure uninterrupted service after moving, make sense of the renewal options at the end of a contract, or fx a nagging technical problem. A company that manages complete journeys would not only do its best with the individual transaction but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call.

Preview. Long point.

Premier league. A snapshot of the annual exhibition.

Some 30 members of the Long Eaton Guild and guests will be exhibiting at 11 venues around the town. Here’s a taster of what will be on show.

Alexander & James will launch the Funky Vintage collection.

Alstons is debuting two models: the Colorado corner group and the Keswick compact sofa in a range of chenille’s.

Art Forma’s latest upholstery will be on display at its Castle Donington showroom.

New upholstery designs will be on offer from Ashley Manor.

Carlton Furniture is unveiling a home office range including small occasional desks, double

Continue reading Preview. Long point.

POINT OF VIEW

The majority of photographs are taken with the camera at eye level, but by shooting from higher or lower viewpoints you can add a sense of surprise and drama to your compositions because they give us a view of the world we’re not used to.

Shooting from a low viewpoint with a wideangle lens will introduce more distortion, with features close to the camera dominating the composition and verticals converging dramatically. Because you’re forced to look upwards you can also make the sky a more integral part of the composition — it effectively becomes the background.

Try shooting with the

Continue reading POINT OF VIEW

Media & Starting Point.

Media. Sit a spell.

What better book to read while you’re lolling on your log-home porch (or wishing you were) than a book about porches? Here’s a starter selection to inspire your enjoyment of this great American institution.

Porch Living (Gibbs Smith, 144 pages, $30) by James T. Farmer III. This photographic celebration of porches breaks them into five categories: classic country and rustic porches, casually elegant porches, sleeping and lazing porches, porches for entertaining and garden porches. Nostalgic yet modernly apropos, Porch Living grasps how porches, whether grand outdoor salon or cozy sleeping nook, represent how we live and

Continue reading Media & Starting Point.

«Gripen» increase the possibility of defense BRAZIL

Test group of 2-pilots and the Brazilian Air Force engineer checked about 400 control Fri / points on the Swedish fighter Gripen D, aereo.jor.br reported March 13. Each test flight was achieved from 50 to 80 points — estimated takeoff run and run, different modes of operation, the transition to landing glideslope and landing properties onboard systems. The same tests were performed on rivals Rafale and F-18, all of which tested a separate team of pilots and engineers. Volume was 121 technical report that 28 and more than thousand pages. As you know, during the contest winner was Gripen

Continue reading «Gripen» increase the possibility of defense BRAZIL

Belarusian-Latvian border checkpoints will be new

New items will allow more residents crossing the border area to attend religious, cultural and sporting events.About it now House of Representatives chairman of the Committee of Border Troops of Belarus Igor Raczkowski.

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Yankov: one point in the match with the Dynamo — a little

Midfielder "Rostov" Chavdar Yankov commented on the final result of the match of the 27th round of the championship against Russia "Dynamo". Recall that the meeting ended in a 1-1 draw.

"I think today was a good game. But the final score of 1:1 — this is the natural result. There were theoretical studies, we investigated on the video game Dynamo. So, going to the match, everything is imagined, with whom we are dealing.

How is it to score a goal? Goal is always a goal. Does not matter how. I would like to send in the

Continue reading Yankov: one point in the match with the Dynamo — a little

The opposition found a painful power point

Tsigankov: "As evidenced by the results of the trial?"Bykov: "To understand the logic of the sentence, it is worth remembering share business January 10, for his role in what the youth activists and condemned. She was beaten out of a number of other important feature of opposition rallies — Independence Avenue was closed and it was made near the Government House. Whereupon law enforcement had over and over again to justify its effectiveness and more aggressively to disperse opposition demonstrations. As private Acceleration Control shares January 21 Minister Vladimir Naumov and sentence have symbolic meaning. Authorities do everything, that the

Continue reading The opposition found a painful power point

Successful launch TRK Point held in Kaliningrad

Start of tactical missiles "Point" is made in the Kaliningrad region on the Baltic Fleet missile exercises, the press service of the Western Military District.

"A tactical missile, following the flight of a ballistic trajectory, successfully hit the command post of the imaginary enemy. Target accuracy was 97% damaged area — about 7 hectares, "- said the press service.

It notes that this is the first launch of tactical missiles "Point" in the Kaliningrad region for the past three years.

Missile "ground-to-ground" was launched at the Baltic Fleet Training Ground "Pavenkovo." Start completed the next phase of training units Guards

Continue reading Successful launch TRK Point held in Kaliningrad

BATE lucky draw from St. Petersburg

BATE goal in 52 minutes scored Minutka Pavel Nekhaychik. 10 minutes before the end of the match Fatih Tekke equalized. After this match BATE retained third position in the group "H" — the team 2 points. Ahead of the group with seven points Italian "Juventus" — 2-1 at home, he beat Madrid "Real", which with six points is currently second place. "Zenith", with one point, closes the table. Follow BATE hold on November 5 in Minsk with "Zenith" in that day "Real" accept "Juventus"

Tags: BATE Champions League football

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