Recruit staff who understand the customer is always right

first_img Comments are closed. Related posts:No related photos. Customer experience is the next competitive battleground and to besuccessful employers need to hire staff who embrace company valuesNo personnel department would ever hire a new recruit without having adefined job specification for a role. Without it, the wrong person for the jobwould be chosen, and as a consequence, training budgets would be wasted andchurn rates rise. Yet when organisations fail to define the customer experience they aretrying to deliver – and emotions they wish to evoke in customers – the wrongtype of person will almost certainly be hired. Our research, conducted in association with the Marketing Forum, shows that71 per cent of business leaders see customer experience as the next competitivebattleground to be fought in a commercial marketplace – yet few are doinganything about it. Seven out of 10 customers say that emotions count for more than half oftheir customer experience. But most companies have not even thought through theemotions they are trying to evoke and will, therefore, struggle to recruitpeople who are able to evoke the positive emotions the company has identified. The most emotionally-advanced organisation in the world is Disney. Havingidentified that the emotion it needs to evoke in customers is happiness –whether they are visiting a theme park in sunny Florida or a windy shoppingcentre in the UK – the staff it recruits reflect the company’s cheery outlookon life. Companies such as Disney have realised that price and quality are no longeradequate differentiators – but their people are. Getting the recruitment process right and aligned to the customer experiencethey wish to deliver will reduce the huge problem of emotional labour – whichcreates problems of churn and stress at work. Getting the process right and using a model based on emotional intelligenceis essential. How can even the kindest employer expect staff to thrive bypretending to be something they are not for eight hours a day? First Direct is another example of a company pursuing the right lines –abolishing scripts and measures, and letting staff be themselves at their callcentres has seen the organisation improve productivity. However, if bosses don’t have definitions in place of the customerexperience they are trying to deliver, staff at the grassroots of a companyhaven’t got a hope of delivering consistency when they come into contact withcustomers. Our research shows that more than half of the customer service trainingoffered by standard UK businesses today is based on damage limitation andplacating difficult customers, while a mere 38 per cent of employees receivetraining on stimulating positive emotions in their customers. Without this, aculture of ‘us and them’ can be created within minutes. TV advertising is driving mistrust and disappointment in 82 per cent ofcustomers, despite £4.2bn being spent on it each year. Research shows that theexperience shown on TV does not match up to the reality. Surely some of this money should be channelled into effective training toreduce that gap in expectation and create positive interaction between anorganisation’s frontline ambassadors and the customer. Spending cash onbriefing all employees on the experience the company wishes to project wouldrepresent better value for money. If you believe that customer experience is the next competitivebattleground, then you have to align the employee experience to the customerexperience. This is not about instigating ‘Big Brother’ tactics to ensure all employeesare towing the line – it is about developing people who will deliver a clearlydefined customer experience that will gain market share for their company inthe future. By Colin Shaw, founder of consultancy Beyond Philosophy Previous Article Next Article Recruit staff who understand the customer is always rightOn 26 Nov 2002 in Personnel Todaylast_img read more

Variation in reproductive status of Antarctic krill swarms; evidence for a size-related sorting mechanism?

first_imgLength, sex and maturity stage of Antarctic krill Euphausia superba Dana occurring in discrete swarms were measured. Over a 14 d period 38 swarms were sampled in a small area southwest of Elephant Island, South Shetland Islands. Analysis indicated that the composition of the swarms in terms of the sex ratio and maturity stage was very variable. Swarms ranged from equal mixtures of male and female krill to nearly all one sex; furthermore krill of similar maturity frequently occurred together. The mean length of each maturity stage also varied between swarms; in some swarms the size of each maturity stage was bigger than average while in others each stage was smaller than average. The range of krill sizes in a swarm was often restricted, indicative of some type of size sorting. However size sorting alone could not account for the observed variation in sex ratio and maturity stage and it is likely that in addition, differential growth and active behavioural responses contribute to the observed variation.last_img read more

Cretaceous arc volcanism of Palmer Land, Antarctic Peninsula: Zircon U-Pb geochronology. geochemistry, distribution and field relationships

first_imgThe Cretaceous marks an episode of enhanced magmatism, sedimentation and tectonic processes along the entire proto-Pacific convergent margin of West Gondwana. Cretaceous magmatism across the Antarctic Peninsula is dominated by the intrusive Lassiter Coast intrusive suite which developed as episodic ‘flare-up’ events during the mid-Cretaceous, at a time of increased convergence. Volcanic rocks of this age are poorly defined, as a consequence of limited field observations and an absence of accurate geochronology. Recent field mapping, combined with unpublished field observations has identified a region >10,000 km2 of dominantly subaerial rhyolitic pyroclastic and epiclastic successions from northern Palmer Land of the Antarctic Peninsula. Volcanic successions up to 1500 m in thickness consist of dominantly silicic ignimbrites, lavas, heterolithic breccias and lahar deposits, fed by caldera-forming eruptions. The volcanic rocks of this region were widely considered to be Early Cretaceous in age based on field relationships and early geochronology. New U-Pb zircon ages identify three distinct volcanic episodes during the Late Cretaceous/Early Cenozoic at ~108 Ma, ~93 Ma and ~64 Ma. Lu-Hf data indicate significant proportions of ancient crust in the petrogenesis of the volcanic rocks and the slightly negative εHf values are consistent with a mid-position (~120 km) within the magmatic arc, relative to more juvenile compositions close to the trench.last_img read more

Human habitation act may drive ‘vexatious’ court action, landlords claim

first_imgA leading landlords’ association says it is worried that the looming Fitness for Human Habitation legislation may encourage some tenants to take their landlords to court just to win compensation.The new legislation is due to become law next week on the 20th March.“As with any new regulations time will tell exactly how it is interpreted by the courts, and whether there are unintended consequences,” the Residential Landlord Association says.“We will be monitoring the implementation of the Act to assess whether vexatious cases are being brought against landlords.”The Homes (Fitness for Human Habitation) Act 2018 is designed to help tenants living in dangerous and unhealthy conditions, and ensure irresponsible landlords improve their properties or leave the business.Court actionGuidance from the government says that if a rented house or flat is not ‘fit for human habitation’, tenants can take their landlords to court.The court can make the landlord carry out repairs or put right health and safety problems and also make the landlord pay compensation to the tenant.Also, the guidance makes it clear that letting agents are to get caught up in the act’s provisions, which says tenants should phone or email their letting agents as well as their landlord to have their homes improved prior to court action, and inform them once a hearing date has been set.But the legislation is only for new tenancies. Tenants who signed rental agreement before 20th March must wait two years to be covered by the legislation.Homes (Fitness for Human Habitation) Act 2018 Residential Landlord Association Fit for human habitation March 8, 2019Nigel LewisWhat’s your opinion? Cancel replyYou must be logged in to post a comment.Please note: This is a site for professional discussion. Comments will carry your full name and company.This site uses Akismet to reduce spam. Learn how your comment data is processed.Related articles BREAKING: Evictions paperwork must now include ‘breathing space’ scheme details30th April 2021 City dwellers most satisfied with where they live30th April 2021 Hong Kong remains most expensive city to rent with London in 4th place30th April 2021 Home » News » Human habitation act may drive ‘vexatious’ court action, landlords claim previous nextRegulation & LawHuman habitation act may drive ‘vexatious’ court action, landlords claimLegislation due to become law on 20th March may have unintended consequences, says Residential Landlords Association.Nigel Lewis8th March 201901,752 Viewslast_img read more


first_imgOn February 11, Matt Baldini, 18, advanced to the rank of Eagle Scout during a Court of Honor Ceremony held inside the Sea Isle City Community Lodge.  Numerous elected officials and other members of the community attended the ceremony to offer their congratulations to the new Eagle Scout.To earn the rank of Eagle Scout, Baldini completed all of the tasks required by The Boy Scouts of America, including designing and completing an Eagle Scout Service Project.  For his project, the Ocean City High School senior created an informative brochure titled Sea Isle City Accessible To All, which helps local residents and visitors with physical disabilities navigate through the resort by informing them which businesses and public spaces have ADA access. On February 11, Matt Baldini, 18, of Sea Isle City (center), advanced to the rank of Eagle Scout during a Court of Honor ceremony inside the Sea Isle City Community Lodge. He is show during the ceremony with his father, Paul Baldini (far left), and older brother, Paul Baldini, Jr., who are both Eagle Scouts as well. Also shown are his sister, Mary Baldini (second from left), and his mother, Heather Baldini.(Photo provided by Boy Scout Troop 76)last_img read more

Deadline for filing for public FEMA assistance is Monday, October 17

first_imgState Auditor Tom Salmon, CPA, would like to remind municipalities, schools and non-profit organizations who may be eligible for FEMA assistance that the one-page ‘Request for Public Assistance’ form (Form 90-49) must be submitted by the close of business Monday, October 17. This a simple one page form that must be submitted, even if you don’t know your DUNs number. The Request for Public Assistance Form (RPA) may be found at: is external)  and should be submitted to Alec Portalupi at the Vermont Agency of Transportation.  He can be contacted by phone at 802-828-3889 or by e-mail at [email protected](link sends e-mail). You may fax the form to 802-828-2848.Communities, certain non-profits, and publicly owned utilities in the declared counties can put in claims for things like overtime paid for storm cleanup, public infrastructure damage, contractors, equipment rentals, fuel for those rentals and other publicly owned equipment used for cleanup or repairs, and any other costs above and beyond normal operating expenses.Your regional planning commission, the Vermont Agency of Transportation, and PA specialists from FEMA can help with the application process, but it must be completed by the deadline of October 17.  For more information, please call Alec Portalupi at the Vermont Agency of Transportation at 802-828-3889; or Gary Schelley of VTrans at 802-828-0425.last_img read more

Colombia Dismantles Counterfeit Dollar Factory

first_imgBy Myriam Ortega/Diálogo September 17, 2020 In late July, troops of the Colombian Army’s Deployment Force against Transnational Threats, in cooperation with the Office of the Attorney General’s Technical Investigation Team, dismantled a factory that produced counterfeit U.S. dollars in Meta department. According to a press release from the Army, the criminal organization had been engaging in this activity for a year, producing $1.5 million monthly. The monthly earnings of the criminal group from their counterfeit activities amounted to $400,000, the Army’s Press Office said.During the operation carried out in a house in the Villavicencio municipality, authorities found several elements used to commit the crime, such as a laminating machine, lithographic ink, an industrial lithographic machine, an ultraviolet banknote checker, and more than $600,000 in counterfeit banknotes, the Army said. Authorities also detained two members of the criminal ring on site.“What they want is to go unnoticed, and they look for common areas, neighborhoods,” Brigadier General Antonio María Beltrán Díaz, commander of the Army’s 4th Division, whose troops took part in the operation, told Diálogo. “That’s the goal, to go unnoticed, rent a house, and set up the machines […]. But this is also what draws attention and helps us to gather intelligence [and] get to them.”Brig. Gen. Beltrán said that the operation took place after one year of monitoring and “thorough intelligence work” with the support of the U.S. Secret Service, the organization that combats U.S. dollar counterfeiting. Once the banknotes were printed, the criminals distributed them in different Colombian cities and neighboring countries for their commercialization, the Army said.According to InSight Crime, an organization specializing in security threats in Latin America and the Caribbean, criminal groups that engage in counterfeiting currency have developed sophisticated techniques to produce convincing counterfeit money. Peru, the organization says, has surpassed Colombia, becoming the greatest concern in Latin America for the U.S. Secret Service.“The major counterfeiters are usually part of organized crime, drug cartels, […] and they sell their counterfeit bills wholesale, for 50 cents on the dollar or sometimes even less,” Arian Panariti, operations supervisor at the Federal Reserve Bank of Boston’s Cash Services Group, said in a press release published by the institution.The International Criminal Police Organization (INTERPOL) says on its website, “If left unchecked, the circulation of counterfeit currency can undermine national economies, weaken financial institutions, and jeopardize people’s livelihoods. It fuels the underground economy and finances the activities of organized criminal networks and terrorists.”last_img read more


first_img February 1, 2006 Regular News Briefs FLORIDA BAR PRESIDENT Alan Bookman, center, was recently in the Tampa area and attended a reception by the Hillsborough County Bar Association. Pictured with Bookman are HCBA member Clint Paris, left, and Lanse Scriven, president of the Hillsborough County Bar. Bookman also addressed a luncheon meeting of the West Pasco Bar Association that same day and presented Sen. Mike Fasano, R-New Port Richey, with a legislative award from the Bar and The Florida Bar Foundation for his contributions in fostering the delivery of civil legal assistance to the people of Florida. “This award is one way to thank Sen. Fasano for his support of the Florida Civil Legal Assistance Act and to recognize his commitment to all Floridians having equal access to justice,” Bookman said. AT ITS 40TH ANNIVERSARY CAMPAIGN kickoff event January 5, Legal Services of Greater Miami, Inc., announced two campaign initiatives—the Chesterfield Smith Society for Equal Justice and the Circle of Support. “As we approach our 40th anniversary and the final payment on our mortgage in July 2006, we turn to the private bar for renewed support,” said LSGMI Board President Darrell Payne. “It is critical that we supplement our government funding so that we can address the increasing legal needs of the low income community.” Payne acknowledged Holland & Knight as the founding member of the Chesterfield Smith Society, and Miles McGrane as chair. The society was established to provide general operating support for LSGMI. Payne also acknowledged gifts from Gunster, Yoakley & Stewart; Hunton & Williams; Stearns Weaver Miller Weissler Alhadeff & Sitterson; St. Thomas University; H. T. Smith; and Garrett Biondo. The Circle of Support was established to support specific LSGMI projects, and Payne acknowledged lead gifts from The William J. and Tina Rosenberg Foundation; McDermott Will & Emery; Podhurst Orseck; Ruden McClosky Smith Schuster & Russell; Stearns Weaver Miller Weissler Alhadeff & Sitterson; McLuskey & McDonald; Ratzan & Alters; Shook, Hardy & Bacon; and in Memory of Frances and Louis M. Jepeway. Pictured from the left are Payne; U.S. Rep. Lincoln Diaz-Balart, R-FL, who received LSGMI’s Distinguished Alumni Award at the event; Marcia Cypen, LSGMI executive director; Frank Angones, Florida Bar president-elect designate; and Don Horn, chief assistant state attorney for the 11th Circuit. Briefscenter_img Human Rights Conference: Amnesty International has set its Florida State Conference for the University of Miami School of Law on February 25, beginning at 9 a.m.Nationally and internationally renowned speakers, panelists, activist members, and staff of AIUSA will explore strategies for confronting national and international human rights violations. For more informationContact Beth Lindeman at (786) 210-5797 or E-mail: [email protected]last_img read more

Marketing to millennials: Social media, privacy, and email trends

first_img 46SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr Millennials in the United States are heavy users of Facebook’s platforms, they are less worried about privacy compared with older consumers, and they are still influenced by email campaigns, according to recent research from Fluent.The report was based on data from a nationwide survey of 1,769 Millennial adults (age 18-34) and 1,191 non-Millennial adults (age 35+). Participants were asked about their device use and how they interact with various digital media channels.Below, key findings from the report.Social NetworksFacebook is the top social network among Millennial adults: 43% rank it as the social channel they use most. However, that’s lower than the percentage of non-Millennial adults (63%) who rank Facebook as the social network they use most. continue reading »last_img read more

CBS: Double-digit increase in tourist arrivals and overnight stays in October

first_imgIn October 2018, more than 963 thousand tourist arrivals and 2,8 million tourist nights were realized in commercial accommodation facilities. Compared to October 2017, there were 13,3% more arrivals and 12,4% more overnight stays.Domestic tourists realized 166 thousand arrivals and 344 thousand overnight stays, which is an increase of arrivals by 15,7% and an increase of overnight stays by 13,7% compared to November 2017. Foreign tourists realized 798 thousand arrivals and 2,5 million overnight stays, which is an increase in arrivals by 12,8% and an increase in overnight stays by 12,2% compared to the same period last year.Most tourist nights from Germany and the United KingdomThe highest number of overnight stays by foreign tourists in October 2018 was realized by tourists from Germany, 697 thousand overnight stays (28,1% of the total overnight stays of foreign tourists) and tourists from the United Kingdom, with 283 thousand overnight stays by tourists (11,4% of the total number of overnight stays). overnight stays of foreign tourists). Compared to October 2017, tourists from Germany increased their overnight stays by 16,3%, and tourists from the United Kingdom increased their overnight stays by 15,3%.This is followed by overnight stays of tourists from Austria (7,8%), Slovenia (4,7%), USA (4,6%) and France (3,5%).Source: CBSDubrovnik is the first in terms of the number of realized tourist nightsDubrovnik realized the highest number of tourist nights in October 2018, 362 thousand overnight stays, which is 12,8% of the total number of overnight stays. Compared to October 2017, there were 9,5% more arrivals and 7,0% more overnight stays in Dubrovnik.The highest number of overnight stays in Dubrovnik was realized by tourists from the United Kingdom, 92 thousand overnight stays, which is 26,2% of the total number of overnight stays by foreign tourists. This is followed by overnight stays of tourists from the USA (10,8%), Germany (9,2%) and France (5,6%).Most arrivals and overnight stays were realized in hotelsIn October 2018, the highest number of tourist nights was realized in hotels, 1,7 million overnight stays, which is 59,0% of the total number of overnight stays. Compared to October 2017, hotels recorded an increase in arrivals by 11,4% and an increase in overnight stays by 10,3%. In the group Hotels and similar accommodation available the most roomsIn October 2018, tourists had at their disposal 173 thousand rooms, apartments and camping places with a total of 427 thousand permanent beds.In the group Hotels and similar accommodation, there were a total of 69 thousand rooms and suites available to tourists (which is 39,7% of the total number of available rooms and suites) with a total of 140 thousand permanent beds (which is 32,8% of the total number of available permanent beds). ). The average occupancy of rooms was 54,6%, and permanent beds 47,8%.Source: CBSTourists aged 65 and over realized the most overnight staysIn October 2018, tourists in the age group of 65 and over realized the most overnight stays, 689 thousand overnight stays, which is 24,4% of the total number of overnight stays. They are followed by tourists in the age group of 55 to 64 years, 564 thousand overnight stays, which is 20,0% of the total overnight stays.In the first ten months an increase in tourist arrivals and overnight staysIn the first ten months of 2018, tourists realized 17,9 million arrivals and 88,1 million overnight stays in commercial accommodation facilities, which is an increase in arrivals by 6,8% and an increase in overnight stays by 3,8% compared to the same period in 2017.In the first ten months, domestic tourists realized 1,8 million arrivals and almost 6,0 million overnight stays, which is an increase in arrivals by 10,1% and an increase in overnight stays by 8,1% compared to the same period in 2017.Foreign tourists realized 16,2 million arrivals and 82,2 million overnight stays, which is an increase of 6,4% in arrivals and an increase of 3,5% of overnight stays compared to the same period last year. Most overnight stays of foreign tourists were realized by tourists from Germany (24,2%), Slovenia (8,7%), Austria (8,4%), Poland (7,3%), Czech Republic (6,2%) and Italy 6,0%).last_img read more