A
- access
- gender diversity and
- to metrics
- accountability
- action (hook model/hook canvas)
- Actionable Analytics (Bluewolf)
- advertising research
- agenda, avoiding
- agility, of companies
- Airbnb
- AirCare (Berkshire Hathaway Travel Protection)
- Alex and Ani
- All I Really Need to Know I Learned in Kindergarten (Fulghum)
- Amazon
- AppealsTrak (Bluewolf)
- Apple
- Store
- Watch
- iPhone
- Newton
- success of
- user design by
- application life cycle management (ALM)
- appreciation, expressing
- Armstrong, Lindsey
- “Art of the Possible” (Bluewolf)
- “Art of the Trench” (Burberry)
- Ascend, Management Academy, Dashboards (Bluewolf)
- aspiration, gender diversity and
- assets, talent as
- attitude change, gender diversity and
- attrition
- audience, building external social presence with
- Australia, smartphone use in
- autonomy, of employees
B
- Bataran, Adam
- Bay Club
- Beane, Billy
- Bechdel test
- Benioff, Marc
- Benson, Tracy
- Berkshire Hathaway Travel Protection (BHTP)
- Berridge, Eric
- bias, as unconscious
- big data
- challenge of
- overview
- as strategy
- See also data
- Bluewolf
- Actionable Analytics
- AirCare for Berkshire Hathaway Travel Protection (BHTP)
- “Art of the Possible” (exercise)
- Ascend, Management Academy, Dashboards program
- business outcomes framework
- Customer Covenant
- customer service
- on data
- design by
- digital marketing by
- Essential Guide to Customer Obsession
- gender diversity of
- Lightning Tools (Salesforce)
- mobile technology
- MOE Health Plan Marketplace and
- “Pack Gives Back
- Rep Rides
- Salesforce relationship with
- social media use
- success of
- unemployment claims processing project of
- user experience (UX) of
- work-life balance at
- See also State of Salesforce Report, The (2015) (Bluewolf)
- brand
- aligning with need
- importance of
- Burberry
- Buscemi, Stephanie
- business intelligence (BI)
- business success
- customer obsession for
- disruption of
- employee culture and
- employee engagement relative to
- buying habits, of customers
C
- call centers
- relevance of
- social media versus
- Carnegie Mellon University
- case management, customer service excellence versus
- Center for American Progress
- Central Park
- Chan, Jolene
- change
- building people relationships versus technology
- customer engagement and
- employee culture and
- hook model (hook canvas)
- listening skills for
- overview
- Reed's law and
- rules for engaged, customer-focused businesses
- social media and
- technology adoption
- Change.org
- channels, of customer service
- charts, for data
- Chatter (Salesforce)
- Chen, Edwin
- civil rights movement
- Clifton, Jim
- collaboration
- as game changer
- need for
- Reed's law for
- Coming Jobs War, The (Clifton)
- communication, open
- communities, for customer service
- complaints, by customers
- concept of predictive
- consistency, of message
- consumption, by customers
- content
- content marketing
- importance of
- cost-per-call statistics, avoiding
- credibility, employee culture and
- CRM Magazine
- culture
- convergence of data, design, and
- as game changer
- overcoming failure with strategy for
- See also employee culture
- Customer Covenant (Bluewolf)
- customer engagement
- consumption and
- customer experience for
- customer journey and digital marketing
- data for
- defined
- employee engagement =
- mind-set for
- overview
- personalization for
- user experience (UX) design for
- Customer Experience
- customer obsession
- customers
- building external social presence with
- customer journey
- customer life cycle
- customer relationship management (CRM)
- customers of
- disengaged employees, impact of
- effect of miserable employees on
- engagement of
- expectations of,(See also digital marketing)
- high-energy, customer-aware, employee-driven workplace
- listening to
- social media and satisfaction of
- customer service
- Bluewolf Customer Covenant
- bridging social media with
- call centers for
- call centers versus social media
- communities
- complaints by customers
- excellence of
- high-quality experience, overview
- Midwest Operating Engineers Welfare Fund (MOE) example
- multichannel and omnichannel concepts
- social media for
- technology and
- Customer Success Platform (Salesforce)
D
- Dashboard (Bluewolf)
- dashboarding
- data
- action to take
- big data
- challenge of big data
- concept of predictive
- convergence of culture, design, and
- for customer engagement
- data analytics as game changer
- data silos and democratization
- executive action and
- for gender diversity
- integration, migration, and quality of
- mobile technology and Internet of Things (IoT)
- overcoming failure with strategy for
- Dell
- democratization, of data
- digital marketing
- brand importance to
- campaigns and measurement
- content marketing with
- customer journey and
- funnel of
- leveraging technology for
- marketing, overview
- as multichannel, omnichannel, and universal
- overview
- disengaged employees/customers, impact of
- Disney
- disruption, of business success
- diversity, of team,. See also gender diversity
- Don’t Make Me Think (Krug)
- Dreamforce
- Duarte, Wendy
E
- economic issues, of gender diversity
- Economist
- Egypt, social media use during “Arab Spring”
- elasticity, of companies
- Elevate (Bluewolf workshop)
- e-mail marketing
- emotion
- emotional intelligence
- tapping into
- “Emotion and Decision Making” (Lerner, Li, Valdesolo, Kassam)
- employee culture
- business success and
- disengaged employees, impact of
- high-energy, customer-aware, employee-driven workplace
- organizational benefits of gender diversity
- social media for
- See also employee engagement; gender diversity; talent
- employee engagement
- customer engagement =
- engaging
- gifted employees versus engaged employees
- for high-energy, customer-aware, employee-driven workplace
- productivity relative to
- social media and morale of
- strategies for improving
- success of business relative to
- team diversity for
- employee turnover
- enlightened self-interest
- enterprise resource planning (ERP)
- equal pay initiative (Salesforce)
- equilibrium, finding
- Essential Guide to Customer Obsession (Bluewolf)
- executive action, for data
- executives, gender diversity of. See gender diversity
- Experience Survey 2015 (International Data Corporation)
- extract, transform, and load (ETL)
- Exxon/Mobil
- Eyal, Nir
F
- Facebook
- business success
- customer engagement
- user statistics
- face-to-face communication, creating opportunities for
- failure, of good ideas
- fairness
- familiarity, diversity versus
- feedback
- employee culture of
- social media for
- FiveThirtyEight
- flattened transparency
- fluidity, of business landscape
- Fluss, Donna
- Forrester Research
- four Ps (product, price, promotion, place)
- Fox, Martha Lane
- Fried, Caryn
- Friedman, Milton
- Friedman, Thomas
- Fulghum, Robert
- FullForce (Salesforce)
- future, innovating
G
- Gallup
- on attrition
- on business success
- on employee engagement issues
- on good jobs
- on work priorities
- gamification
- defined
- driving adoption for
- employee award program with
- for incentives
- Gartner
- gender diversity
- economic case for
- organizational benefits of
- overview
- state of
- women in technology
- “getting personal”
- Ghonim, Wael
- gifted employees, engaged employees versus
- good ideas, overcoming failure for
- good jobs
- creation of
- desired by employees
- need for
- Google
- analysis of gender bias by
- Australia smartphone analysis
- customer engagement and
- Glass
H
- Harter, Jim
- Harvard Business Review
- headhunters
- Heffernan, Margaret
- heroic moment
- hiring decisions, overcoming gender bias in
- Hoberman, Brent
- Hollison, Mick
- Hooked (Eyal)
- hook model (hook canvas)
- Hubspot
- human emotion, tapping into
- “hyper-integrated customer experience”
I
- IBM
- as brand
- iX
- user design by
- Watson
- ideas, overcoming failure for
- information technology (IT)
- initiatives, employee-facing
- innovation
- InsideSales
- integration, of data
- International Data Corporation
- Internet of Things (IoT)
- investment
- in employees
- in user experience
- investment (hook model/hook canvas)
- iPhone (Apple)
- Iron Mountain
- Iterate or Die (Berridge)
- iX (IBM)
J
- Jacobsen, Erik
- Jeopardy (television show)
- JetBlue Airways
- jobs. See good jobs
- Jobs, Steve
- Journey Builder (Salesforce)
K
- Kassam, Karim
- Kirven, Michael
- Kodak
- Krug, Steve
L
- Lastminute.com
- Laws of Simplicity, The (Maeda)
- legacy vendors, reaction by
- Lerner, Jennifer S.
- Levi's Stadium
- Li, Ye
- Lightning Tools (Salesforce)
- listening
- skills for
- social media for
- Local 150 (labor union)
- Loftis, Vera
- London Business School
- loyalty, value of
M
- Maeda, John
- management
- attrition of talent and
- retaining talent and
- Management Academy (Bluewolf)
- Manager Moments (Bluewolf app)
- marketing. See digital marketing
- marketing mix
- Marketo
- Massanet, Natalie
- master data management (MDM)
- Mattel
- McDonald's
- McKee, Annie
- McKinsey
- media, Bechdel test and
- mentorship
- metrics
- accessibility of
- digital marketing
- employee metrics Dashboard
- for social media
- Microsoft
- Midwest Operating Engineers Welfare Fund (MOE)
- migration, of data
- millennials, workforce statistics of
- mind-set
- misery, of employees
- mobile technology
- for customer self-service
- design for
- for digital marketing
- for employees
- Internet of Things (IoT)
- user design and
- Moneyball (film)
- Moore's law
- motivation, social engagement and
- multichannel concept
- customer service and
- digital marketing
- Murray, Peter Noel
- “My150” (MOE Health Plan Marketplace)
N
- Net-a-Porter
- Netflix
- Newton (Apple)
- New York Times, The
- Northridge Group
O
- Oakland Athletics
- Olmsted, Frederick Law
- omnichannel concept
- customer engagement and
- customer service and
- digital marketing
- 1-1-1 integrated philosophy (Salesforce)
- opportunity, exploring
- Oracle
- organizational culture. See employee culture
- outsourcing
P
- “Pack Gives Back” (Bluewolf)
- Papas, Paul
- parental leave
- Parks, Rosa
- people relationships
- building
- customers perceived as actual people
- engaging directly
- engaging employees
- human emotion for
- listening skills for
- personal information, customers’ reluctance about
- personalization, for customer engagement
- personalized engagement plans
- Peterson, Joel
- Pew Research
- Pledge 1% (Salesforce)
- predictability, employee culture and
- predictive, concept of
- Prime (Bluewolf)
- priorities, setting
- productivity
- employee culture and
- employee experience for
- employee-facing initiatives for
- engagement of employees and
- importance of employee engagement for
- professional development
- Psychology Today
Q
- quality, of data
- quotas, gender diversity and
R
- Radian6 (TM) Console
- recruiting, options for
- Reed, David P.
- Reed's law
- Rep Rides (Bluewolf)
- reputation, enhancing
- research, by advertisers
- retention, of talent
- return on investment (ROI)
- for data analytics
- gender diversity and
- from social media
- rhythm, identifying
S
- sales
- data for
- growth of, and employee engagement as predictor
- Salesforce
- Chatter
- on customer communication
- Customer Success Platform
- on data
- FullForce
- growth of
- Journey Builder
- Lightning Tools
- mobile apps
- MOE Health Plan Marketplace and
- Pledge 1% initiative
- relationship with Bluewolf
- Service Cloud
- success of
- Vodafone and
- Wave
- sales funnel (traditional)
- Samuels, Stephany
- San Francisco 51ers
- science, technology, engineering, and mathematics (STEM) degrees, gender diversity and
- security, employee culture and
- self-interest
- self-protection, employee culture and
- Service Cloud (Salesforce)
- Siebold
- simplicity
- Sklar, Corinne
- Slap, Stan
- Social Hub
- social media
- advantages and disadvantages of
- benefits of social culture
- building external social presence with
- building social culture in organizations
- change and
- for customer service
- customer service bridged with
- ease of
- feedback through
- as game changer
- importance of socializing
- iterating and refining
- leveraging, for marketing,(See also digital marketing)
- metrics for
- overview
- return on investment (ROI) from
- training employees in
- using
- “Social Media: Destroyer or Creator?” (Friedman)
- Social Studio
- soda terminology (global)
- sources, as trustworthy
- standards, gender diversity and
- state departments of labor
- State of Salesforce Report, The (2015) (Bluewolf)
- customer service
- data
- digital marketing
- employee engagement
- user design
- Statistica
- “super chicken” experiment
T
- talent
- in agile and elastic companies
- attrition of
- in competitive job market
- defined
- as game changer
- good jobs desired by employees
- headhunters
- as most valuable asset
- retention of
- technical skills of
- workforce transformation
- work-life balance for
- team
- of community champions
- diversity of
- knowing
- technology
- adoption of
- building people relationships versus
- customer experience paired with
- customer service and
- for digital marketing
- for employees
- flattened transparency
- technical skills of talent
- women in technology
- TED talk, about “super chicken” experiment
- Thoreau, Henry David
- 3 Rs of content marketing
- Trader Joe's
- trigger (hook model/hook canvas)
- trustworthiness, of sources
- TurboTax
- turnover, of employees
- Twitter
U
- Uber
- unconscious bias
- Under the Hood (Slap),Stan
- unemployment insurance claims
- universal digital marketing
- USAA
- U.S. Chamber of Commerce
- U.S. Department of Labor
- user experience (UX) design
- convergence of data, culture
- good design and good design thinking, overview
- impact on customer experience
- importance of
- investment in
- for mobile technology
- overcoming failure with strategy for
- overview
- simplicity for
- storytelling and
- three elements of
- user experience (UX) design
- U.S. Post Office
V
- Valdesolo, Piercarlo
- vampire competitors
- VAR Business
- variable reward (hook model/hook canvas)
- Vaux, Calvert
- verynice
- Virgin America
- Vodafone
W
- wages, competitive
- Walden (Thoreau)
- Wall Street Journal
- Warner, Judith
- Watson (IBM)
- Wave (Salesforce)
- wearable technology
- Wedekind, Claus
- Welle, Brian
- Werner, Lexy
- “why” questions, asking
- Williams-Sonoma
- Wired
- Women Innovators Network (WIN)
- Woolley, Anita
- work-life balance
- Workplace Gender Equality Agency
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