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What Mueller's Indictment Reveals - The Atlantic
Superb: some detail of the #special #counsel investigation documenting #russia operations to interfere with the 2016 election
mueller  q1  2018  indictment  russia  bullsi  trump  investigation  2016  election  president  operations  discord 
february 2018 by csrollyson
BUILDERS VC
#Chicago #incubator nurtures #startups that transform legacy industries, companies #transformation #digital #manufacturing
incubator  chicago  sanfrancisco  transformation  digital  operations  industry  startup  VCs.angels  mentor  near  north 
february 2018 by csrollyson
10 Surprising Sources for Customer and Competitive Insight | SEJ
Useful list & how-to for learning about why customers switch to competitors (no surprises though ;^)
customer  competitor  howto  insight  research  analysis  operations  social  media  analytics  website  call  center  alumni  switch  retention  conversion 
november 2017 by csrollyson
Care teams and tech: a powerful combination to manage population health - Iora Health
Exciting practical example @iorahealth - redesigning care process around actionable data on population management
healthcare  operations  innovation  example  iorahealth  population  management  data  software  process  care  team  2014 
september 2017 by csrollyson
Caring for Older Adults in a Value-Based Model
Inspiring startup revolutionizing #healthcare - They Improve outcomes for poor elderly patients by caring more & cutting cost
healthcare  chicago  disruption  startup  elderly  medicare  medicaid  model  outcome  patient  provider  customer  experience  operations  physician  nurse  2016  q1  clinic  2sbs  2cdo  cco 
march 2016 by csrollyson
Amazon uses shock tactic to stop thefts at warehouses - BBC News
Amazon uses video surveillance to scare warehouse #employee, to stop shrinkage. destroys #trust #fail #engagement
trust  relationship  employer  employee  surveillance  Q1  2016  news  amazon  video  retail  warehouse  operations  shrinkage  theft  social  engagement  experience  cco  sochap  example  2cdo  2csra 
march 2016 by csrollyson
5 Types of Complaining Customers And How to Handle Their Complaints (Infographic) | Provide Support
Feels old school b/c it types customers & has an operations ethos; implies that the 5 types present equally [false]
customer  service  infographic  debunk  operations  sochap 
march 2016 by csrollyson
The surprisingly small reason for Walmart’s huge problem
[commented] How ignoring #customer #experience drags profit even @walmart - Focus on customers' outcomes to engage #cx
retail  big  data  operations  q1  2016  pointofview  walmart  example  customer  experience  profit  grocery  local  experiential  ethnography  sochap  csrblogcomment 
february 2016 by csrollyson
How to Say “Sorry” in Customer Experience Failures
Want to build trust? > How to apologize to customers | examples + rationale #Customer #experience
cco  customer  experience  cx  2010  example  apology  operations  retail  hightech  transparency  trust  2cco  2sochap 
december 2015 by csrollyson
4 Ways an Omni-Channel Strategy Can Transform Your Customer Experience
Brief gives four solid reasons to use operations data to inform evolution BUT it's not transformative
customer  experience  omni  channel  data  operations  pointofview  retail  q4  2015  definition  sochap 
december 2015 by csrollyson
3 Types of Customer Experience Action Essential to ROI
Useful POV on change vectors in the #CCO customer experience transformation journey | links customer service w culture change
cco  howto  culture  organization  brand  operations  change  transformation  service  experience  customer  pointofview  reference  2csra 
september 2015 by csrollyson
Beyond the Click: What’s Truly Driving Your Conversion Rate?
#SocialMedia #5 most critical factor in brand reputation, after product quality, cost, customer svc
q3  2015  customer  experience  acquisition  conversion  website  mobile  service  Research  Statistics  lifetime  value  proposition  social  media  review  reputation  marketing  operations  2snr  2sbs 
august 2015 by csrollyson
The Nonprofit “Smoke Detector”: Practical Ways to Use Metrics | Pathway Strategies
"Smoke detector" used metaphorically: management metrics to maintain efficient operations
nonprofit  management  metrics  operations  business  symptom  bullsi 
july 2015 by csrollyson
Uber, Lyft taking bite out of taxis | The Columbus Dispatch
Taxi driver: They’re making us aware that we have to upgrade our system & cooperate w each other” YES
uber  ride  sharing  news  Statistics  ohio  california  taxi  competition  driver  application  operations  lyft  q4  2014 
october 2014 by csrollyson
Divvy growing pains in Chicago - redeyechicago.com
DIVVY progress to date, and #customer #experience references [links]
divvy  chicago  ride  bicycle  bike  sharing  q3  2014  operations  customer  experience 
september 2014 by csrollyson
Uber's CEO Is Laughing at You on Facebook
UBER CEO posts customer complaint email on Facebook.. and responds
uber  customer  experience  price  tactics  operations  q4  2013  driver  ceo  facebook  Platform 
september 2014 by csrollyson
This is Uber's playbook for sabotaging Lyft | The Verge
EXPOSE: #UBER's dirty tactics to sabotage #Lyft NOT focused on serving #customers #shame #boycott #fb
exposé  uber  lyft  sabotage  tactics  operations  Newyorkcity  interview  transparency  boston  losangeles  miami  washington.dc  seattle  customer  ride  sharing  q3  2014  2csrollyson 
august 2014 by csrollyson
Getting the CMO and CIO to work as partners | McKinsey & Company
McKinsey on evolving the long-fractious CMO-CIO relationship: no mention of CDO
cio  cmo  cdo  digital  transformation  operations  mckinsey  q3  2014  howto  executive  enterprise  brand  corporate  big  data  customer 
august 2014 by csrollyson
GrubHub Seamless Pitches Data Analytics to Restaurants - Businessweek
How Grubhub sends employees into client restaurants and deliveries to learn restaurant business
restaurant  food  delivery  vendor  urban  city  usa  service  mobile  application  tablet  menu  operations  software  14cdc 
march 2014 by csrollyson
Misconceptions about Social Media #Custserv | LinkedIn
[comment] RARE insight on customer service, social media, marketing & operations: banking context #custserv #kudos @frankeliason
customer  service  social  media  csrblogcomment  q1  2014  banking  Financialservices  example  marketing  organization  operations  citibank  mckinsey  experience  interaction  management  sourcing  community  support  business  digital  CDO  2cdo 
february 2014 by csrollyson
The Nine Elements of Digital Transformation | MIT Sloan Management Review
High-level summary of #digital #transformation models [link to #capgemini #MIT research survey]
digital  transformation  CDO  adoption  summary  research  innovation  operations  customer  experience  social  business  big  data  mobile  smart  device  IoT  mode  q1  2014 
january 2014 by csrollyson
The Transformation Of PR Is All About Respect - Forbes
[comment] How PR & clients must transform: stop "talking down" to "the crowd": how digital social communities have changed the game
publicrelations  trust  transparency  csrblogcomment  operations  organization  control  legal  jpmorgan  example  transformation  q4  2013  crisis  twitter  corruption  information  asymmetry  media  community  digital  knowledge  economy  industrial  crowdsourcing  social  business  2cdo  2csra 
december 2013 by csrollyson
In This Battle Arena, Warriors Are Armed With Algorithms - NYTimes.com
Interesting #BigData recruiting model gains traction: algorithm tournament/hackathons Thx @mchui
big  data  science  recruiting  model  contest  2013  algorithm  finance  trading  manufacturing  operations  analytics  China  hedge  fund  2cdo  2csra 
september 2013 by csrollyson
Don't Have A Big Data Strategy Yet? Good. | Forrester Blogs
[comment] The untold #BigData story, driving enterprise agility & operations
big  data  cdo  digital  pointofview  csrblogcomment  enterprise  agility  social  media  q3  2013  operations  efficiency 
september 2013 by csrollyson
social-media-value.jpg 1,200×1,010 pixels
Complex busy but interesting flowchart for making social business investments
social  business  media  value  proposition  infographic  customer  operations  crm  analytics 
august 2013 by csrollyson
It s Time to Think Outside the Branch - American Banker Magazine Article
Useful discussion of bank branch strategy & metrics in context of "virtual domiciled" customers (never visit branches); need new marketing to reach them
Financialservices  bank  branch  redesign  transformation  global  tablet  smartphone  online  retail  operations  business  strategy  virtual  domiciled  customer  marketing  merger  acquisition  network  metrics 
november 2012 by csrollyson
CFO Checkpoints 2012
Outstanding series of CFO interviews in which they discuss how they managed through the "great recession"; great for corporate CFO issues and language
CFO  strategy  operations  Financialservices  client  interview  blog  reference  pfacfg 
september 2012 by csrollyson
Amazon's core? Frugality - Fortune Tech
Eyepopping online retail numbers + examining Amazon's core competency in frugality & efficiency
amazon  enterprise  strategy  core  competency  operations  competitive  advantage  cost  efficiency  innovation  retail  online  ecommerce  frugality 
march 2012 by csrollyson
American Thinker: Why Wall Street Isn't Main Street
Must read: lucid trading viewpoint of Wall St uncompetitive practices; good links too
Bank  PointofView  Trading  wallstreet  government  Regulation  bailout  Policy  Operations  2li 
november 2009 by csrollyson
David Goldsmith's Blog
Excellent.. covers diverse industries, good stories and lessons
Business  Consulting  Retail  Sales  Operations  blog 
march 2009 by csrollyson
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