Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy
|
|
|
- Vivien Barber
- 10 years ago
- Views:
Transcription
1 Seven key strategic questions critical to improving your Customer Experience Colin Shaw Founder & CEO Beyond Philosophy www.
2 Who are Beyond Philosophy? Customer Experience is is all we do.. Since 2002! all we do! We work globally with offices in London and North America; with partners in Africa & Asia. Thought leadership is our differentiator We focus on the emotional side of customer experience Secrets of a Successful Global Customer Experience Program Palgrave MacMillan 2013 Evidence based consulting & training 2
3 Organizations we have worked with Beyond Philosophy All rights reserved 3
4 Increase in Net promoter Score: As a result of its customer experience efforts, NPS has improved from -10 to +30 Increases shipping volume. Maersk correlated a 4 point increase in Net Promoter Scores with a 1% increase in additional volume shipped by customers. Training improves Net Promoter Scores in local regions. Maersk gave regional divisions the option of putting regional customer experience councils in place. The 55 regions that have set up local councils also received a three-day training course in customer experience improvement methods. The firm then did a study comparing regions with and without a council. The result: participating local offices score 10 points higher on their NPS than those offices that opted out. 4
5 Customer Experience definition A Customer Experience is an interaction between an organization and a customer as perceived through a Customers conscious and subconscious mind. It is a blend of an organization s rational performance, the senses stimulated and emotions evoked and intuitively measured against customer expectations across all moments of contact. Beyond Philosophy All rights reserved 5
6 Rational and Conscious Emotional and Subconscious Beyond Philosophy All rights reserved 6
7 Beyond Philosophy All rights reserved
8 Beyond Philosophy All rights reserved.
9 Anticipating my needs? Beyond Philosophy All rights reserved.
10 ? Beyond Philosophy All rights reserved.
11 Beyond Philosophy All rights reserved 11
12 How an emotion is evoked Emotion is produced Human being are made up in a certain way Experience Psychology We see things and things are done to us: Conscious & subconscious We feel things Emotions We act: Can be seen as rational behaviour Experience Psychology Nature: The need to feel safe Maslow and Insurance Nurture: You should have insurance Beyond Philosophy All rights reserved Conscious: Recommends options for me to keep the cost of my health plan within my budget Subconscious: Listens to me and acknowledges my concerns Emotional Profile Customers do things Customers complain as they can t understand why they have brought one product but you treat as 5 separate products Recommend you to others Put phone down when waiting for you to answer 12
13 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 13
14 Key strategic questions 1. What is the Customer Experience you are trying to deliver? Beyond Philosophy All rights reserved 14
15 Maersk Line Customer Experience Statement - our goal for every customer experience Trust Be honest, set realistic expectations, follow-up on your commitments Cared For Know your customer, be proactive, be adaptable Pleased Take ownership, show enthusiasm, do a little bit extra 15
16 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? Beyond Philosophy All rights reserved 16
17 Beyond Philosophy All rights reserved 17
18 Beyond Philosophy All rights reserved 18
19 Credit card company example 1 Getting a Card 2 Using my Card 3 Servicing my Account 4 Extending my Relationship Having Financial Difficulty 5 6 Ending my Relationship Beyond Philosophy All rights reserved 19
20 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? Beyond Philosophy All rights reserved 20
21 How many F s? FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS... FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS... 6 Beyond Philosophy All rights reserved 21
22 Sometimes we don t know about the things that influence us, we just subconsciously perceive them 5:1 I am acting in a certain way, but not sure why.. Beyond Philosophy All rights reserved 22
23 Beyond Philosophy All rights reserved 23
24 Beyond Philosophy All rights reserved 24
25 Game of old or new How we make decisions. www.
26 Beyond Philosophy All rights reserved 26
27 Beyond Philosophy All rights reserved 27
28 Beyond Philosophy All rights reserved 28
29 Beyond Philosophy All rights reserved 29
30 What are the subconscious signals? Beyond Philosophy All rights reserved 30
31 We reference our memory to give this experience meaning 31
32 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? Beyond Philosophy All rights reserved 32
33 World's largest database on Customer emotions & value Emotional Signature Database Database started in 2005 B2B & B2C Over 30,000 data points Over 1,000 attributes/touch points Across many industries and countries Record of top attributes The largest database on Customer Emotions in world. Beyond Philosophy All rights reserved 33
34 What customers say they desire What drives business value Beyond Philosophy All rights reserved 34
35 Beyond Philosophy All rights reserved 35
36 Top Ten Priority Order of the Attributes (Combined desirability and current value) Premium Consumers Desired by Customer Effect on Value - 0 Relative Magnitude + Beyond Philosophy All rights reserved 36
37 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? Beyond Philosophy All rights reserved 37
38 Key Strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? Beyond Philosophy All rights reserved 38
39 Why do we design rational experiences when people are irrational? Beyond Philosophy All rights reserved 39
40 405
41 415
42 Beyond Philosophy All rights reserved.
43 Peak end rule 4 The peak end rule states we judge our past experiences on how we felt about our peak emotion (positive or negative) and the end emotion. Irrelevant of how long the experience lasted... Colonoscopy experiment Who suffered most pain A or B Experiencing self Remembering self What does this tell us? The remembering self does not remember time, just the peak end emotions. Reducing the pain before the end is good even if it extends the time Beyond Philosophy All rights reserved
44 Process or Experience? www.
45 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 45
46 Beyond Philosophy All rights reserved
47 Key strategic questions 1. What is the Customer Experience you are trying to deliver? 2. What are the emotions you are trying to evoke? 3. What is your subconscious experience? 4. What do your Customers really want and what drives & destroys value? 5. Who are your Customers? 6. Is your Customer Experience deliberate? 7. How Customer centric is your organisation? Beyond Philosophy All rights reserved 47
48 Contact: BeyondPhilosophy.com Beyond Philosophy All rights reserved www. 48
Customer Experience: Future Trends & Insights
Customer Experience: Future Trends & Insights Colin Shaw Founder, Beyond Philosophy Tami Rehmert Consulting & Events 1 Customer Experience: Future Trends & Insights Where will the biggest opportunities
Colin Shaw. Founder & CEO, Beyond Philosophy. beyondphilosophy.com. Beyond Philosophy 2001-2008
The DNA of Customer Experience: How emotions drive value. Colin Shaw Founder & CEO, Beyond Philosophy Customer Experience definition A Customer Experience is an interaction between an organisation and
Linking Customer Experience Metrics to ROI: Attainability and Actionability for Any Company
Linking Customer Experience Metrics to ROI: Attainability and Actionability for Any Company Successfully Driving Customer- Centric Culture and Ini8a8ves Through Real- World Insights and Analy8cs Your hosts
WOW Factor and Guest Experience!
WOW Factor and Guest Experience! 12 TH ANNUAL GREY-BRUCE REGIONAL TOURISM CONFERENCE OCTOBER 26, 2011 PRESENTED BY: THERESA SYER Congratulations on your interest in Creating the WOW Factor and enhancing
Experience Psychology
Experience Psychology Steven Walden, Senior Head of Research and Consulting Beyond Philosophy Customer Experience is all we do! Thought leadership is our differentiator Fourth book Now Available Offices
The Human Side of Client Relations Management
The Human Side of Client Relations Management How to build, deepen, extend and sustain strong client relationships This highly experiential programme focuses on what it takes to establish powerful business
The Customer Journey Mapping Workbook how to make your business truly customer- centric
The Customer Journey Mapping Workbook how to make your business truly customer- centric A Whitepaper by Customer Faithful Limited 2013 All rights reserved How should businesses get underway in defining
Customer Experience Strategy
Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The
06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises
01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people
Customer Service and Communication. Bringing service to the next level
Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park
The People Skills of Management a three day programme for managers and leaders
The People Skills of Management a three day programme for managers and leaders What is this seminar about? This three-day programme provides you with a unique opportunity to accelerate the development
Customer Centricity in the Life and Pensions Industry
WHITE PAPER Customer Centricity in the Life and Pensions Industry Moving towards a more customer focused approach Delivering Transformation. Together. CONTENTS Executive summary 03 Introduction 04 What
Customer Experience Management Executive Summary
Customer Experience Management Executive Summary Global Customer Experience Management Survey 2013 Research Paper The Rise of the Digital Experience Beyond Philosophy Who is Beyond Philosophy? Beyond Philosophy
Case Study / A global customer service academy that creates a comprehensive cultural shift
Case Study / Sales staff worldwide equipped with the mindset and behaviours to deliver consistently high standards of customer service A global customer service academy that creates a comprehensive cultural
Return to Work after Brain Injury
Return to Work after Brain Injury This section talks about return to work after head injury and what kind of difficulties people experience. It moves onto talking about what kind of help and support is
Satir Transformational Systemic Therapy (in Brief)
Satir Transformational Systemic Therapy (in Brief) What happens when a human being appears on the professional radar and, without directly challenging the prevailing system, provides new possibilities
The Emotional Economy at Work
The Emotional Economy at Work White Paper Series: Paper 400: Selecting & Working with Emotional Engagement Performance Metrics Jeremy Scrivens This paper is dedicated to my highly rational but emotionally
4 TIPS to successfully schedule QUALIFIED SALES APPOINTMENTS
4 TIPS to successfully schedule QUALIFIED SALES APPOINTMENTS WHITE PAPER Therese (Terry) McGee Executive Marketing Consultant McGEE MARKETING CONSULTANTS For this white paper, I interviewed Srikant Sharma,
What to look for when recruiting a good project manager
What to look for when recruiting a good project manager Although it isn t possible to provide one single definition of what a good project manager is, certain traits, skills and attributes seem to be advantageous
High School Psychology and its Impact on University Psychology Performance: Some Early Data
High School Psychology and its Impact on University Psychology Performance: Some Early Data John Reece Discipline of Psychology School of Health Sciences Impetus for This Research Oh, can you study psychology
Ivo Wenzler: Simulations as learning from the future
SIMULATION GAMES ARE POWERFUL PLAYFUL INTERVENTIONS. WE COME ACROSS SIMULATIONS OFTEN, IN ALL FORMS AND SHAPES. IVO WENZLER, SENIOR EXECUTIVE (PARTNER) AT ACCENTURE AND ASSOCIATE PROFESSOR AT THE DELFT
The Secrets of Great Customer Service Gregg A. Hawrylko, PMP Before We Begin... Customer Service more art than science Achieving the right state of mind Passion can t be taught Create good feelings about
Customer Journey Mapping
Customer Journey Mapping John Sabatino, CEO, TMI Australia Pty Ltd Native American Indian proverb quotes To understand the man you must first walk a mile in his moccasins. What is a Customer Journey Map?
NEGOTIATION SKILLS SELF ASSESSMENT P. Jean Baker, Esq.
NEGOTIATION SKILLS SELF ASSESSMENT P. Jean Baker, Esq. Instructions: This is a self scoring assessment. It is designed to test your knowledge of negotiation theory and best practices. Select the answer
Sample Behavioural Questions by Competency
Competencies that support LEADING PEOPLE Change Leadership Please tell us about a time when you led a significant change in your organization and how you helped others to deal with the change. Tell me
1. The most dominant detail (after you found it) 2. The feelings in your body
Introduction to the PMA Self- help technique How do you do an effective PMA session on yourself? What do you have to do and what do you have to avoid? Progressive Mental Alignment (PMA) makes use of the
Project Management: Leadership vs. Dictatorship
Project Management: Leadership vs. Dictatorship Take a look at the business section of your nearest bookstore and you will find a plethora of books focused on developing leadership skills and managing
Marketing Manager - Competitive Salary + Bonus & Benefits - West London
Marketing Manager About the Job Marketing Manager - Competitive Salary + Bonus & Benefits - West London Reports to: Direct Reports: CEO Marketing Executive (Copywriting) Marketing Executive (Tender Management)
Sam Sample [email protected] RESPONDENT FEEDBACK REPORT 360 APPRAISAL. Psychometrics Ltd.
Sam Sample [email protected] RESPONDENT FEEDBACK REPORT 360 APPRAISAL ABOUT THE PSYTECH 360 APPRAISAL 360 appraisals compare an individual's self ratings on a number of behavioural competencies to the ratings
CONTENT MARKETING FOR ASSOCIATIONS. Roslyn Atkinson Head of Client Services, Mahlab Media
CONTENT MARKETING FOR ASSOCIATIONS Roslyn Atkinson Head of Client Services, Mahlab Media 12 MONTHS FROM NOW Imagine it s a year from now. Your annual report has just come out. What does it say? At the
1. Why people do what they do
PTG GLOBAL ABN 27 089 738 205 L16, 207 Kent St Sydney NSW 2000 P 61 2 9251 4200 1300 660 973 F 61 2 9251 7422 1. Why people do what they do ptg-global.com 1.1. Summary As a psychologist (registered in
Importance of Organization Change Management in the context of SAP Implementation
Importance of Organization Change Management in the context of SAP Implementation Gartner Research: Reasons for IT Projects Failure Source: Gartner Research (January 2011) 45% IT projects fail due to deficiency
ART Applied Reality Trading
ART Applied Reality Trading A Totally Comprehensive Trading System Stocks ~ Commodities ~ Financial Futures ~ FOREX ~ Bonds ~ Options Are You In Control Of Your Trading, Or Does It Control You? From Bennett
Tonya Rutherford-Hemming, RN, EdD, ANP-BC University of Pittsburgh School of Nursing
Tonya Rutherford-Hemming, RN, EdD, ANP-BC University of Pittsburgh School of Nursing University of Pittsburgh School of Nursing Competency X O1 X O2 Open-ended Questions X O1 X O2 Notes.
Professional ethics: Building trust in counselling practice and research. Professor Tim Bond University of Bristol
Professional ethics: Building trust in counselling practice and research Professor Tim Bond University of Bristol Why trust matters? Deeply embedded in our conscious and subconscious awareness Directs
Stress management competency indicator tool
Stress management competency indicator tool How effective are you at preventing and reducing stress in your staff? Use the following questionnaire to assess your behaviour The Stress management competency
Creating mutual trust
13. 3and Creating mutual trust respect Organisations that thrive are those where the company culture promotes mutual trust and respect of colleagues, and this is as true in PR as it is elsewhere. In this
Personal Development and Performance Review Guide Annual Review Guide Version 3.0 Last amended: 15/12/2015. Annual PDPR Review Guide
Version 3.0 Annual PDPR Review Guide Good management is dependent on continual feedback and review through one-to-one meetings between Manager/Reviewer and the Role holder. However, as part of the PDPR
More Effective Teaching
More Effective Teaching Dr Deborah Gill MBBS MRCGP MMEd FHEA Director, Academic Centre for Medical Education, UCL Becoming a better teacher Be able to recognise factors which contribute to effective learning
Content Summary. Juicy New Business. Senior Consulting Programme. Juicy Recruitment Process. Generate more revenues from existing business
Lists in platform order: Video episodes (duration in minutes & seconds) Doo-Its (reflective tasks) Documents (downloadable PDFs) Reading Lists (extra documents for wider reading) Juicy New Business Get
Guide to Predictive Lead Scoring
Guide to Predictive Lead Scoring Lead scoring has an important role to play in modern B2B marketing and sales. It is a useful system for gauging a prospect s likelihood of buying, allowing salespeople
The Anatomy of a Great Customer Experience HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES
The Anatomy of a Great Customer Experience HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES 2 HOW OUR MEMORY SHAPES THE WAY WE VIEW OUR EXPERIENCES If you look at the Mission Statements and About
We hear you - putting our customers at the heart of everything we do
We hear you - putting our customers at the heart of everything we do Virgin Media is the largest Virgin company in the world The second largest residential broadband provider in the UK The UK s largest
Anneke Seley Interviews David Satterwhite & Mark Hamilton. Aligning Sales and Marketing: A Conversation With David Satterwhite and Mark Hamilton
Aligning Sales and Marketing: A Conversation With David Satterwhite and Mark Hamilton Anneke Seley, founder and CEO of Phone Works, is the coauthor of the best-selling book, Sales 2.0: Improve Business
Introduction to Healthy Family Dynamics
Introduction to Parents & Families: Relationships are important to a satisfying life and learning about healthy relationships begins at home. Family provides the foundation for our sense of security and
MENTORING: A Kit for Mentees. Professional Development Program. Engineers Australia. Mentoring: A Kit for Mentees A
MENTORING: A Kit for Mentees Professional Development Program Engineers Australia Mentoring: A Kit for Mentees A Contents Introduction to mentoring 2 About mentoring 2 Formal versus informal mentoring
Making sense of 360 degree feedback. part of our We think series
Making sense of 360 degree feedback part of our We think series Contents Making sense of 360 evaluating feedback 3 The Head Light Feedback Facilitator Training course 3 Moving on from the JoHari Window
Is healthcare Getting Better for people with a learning disability?
Is healthcare Getting Better for people with a learning disability? What is it about? A report was made by Mencap, BILD and the Department of Health We worked together to find out what people with a learning
Marketing Funnels integrated into your Customer Journey Maps: A Winning Combination
B2C Marketing Management Marketing Funnels integrated into your Customer Journey Maps: A Winning Combination On most websites the most common path is usually followed by less than five percent of visitors,
Communication: The Key to Performance Management. Participant Guide
Communication: The Key to Performance Management Participant Guide Table of Contents Welcome... 1 Course Overview... 2 Why a Communication: The Key to Performance Management program?... 2 Target Audience...
INDIVIDUAL CHANGE Learning and the process of change in what ways can models of
INDIVIDUAL CHANGE Learning and the process of change in what ways can models of learning help us understand individual change? The behavioural approach to change how can we change people s behaviour? The
7 STEPS FOR BUILDING A WINNING LEAD NURTURE STRATEGY. Lead Nurture Strategy»
7 STEPS FOR BUILDING A WINNING LEAD NURTURE STRATEGY Lead Nurture Strategy» The leads you collect today aren t necessarily ready to buy immediately. Some of them are, of course, but others may still be
4 Word For Word Inside Sales Calling Scripts from Some of the World s Best Salespeople
4 Word For Word Inside Sales Calling Scripts from Some of the World s Best Salespeople SCRIPT ONE: THE MINI DISCOVERY Hi John, Chris Orlob with Conversature here, did I catch you at a bad time? The reason
Customer Charter. A five star service
Customer Charter A five star service A five star service Our Customer Charter outlines how we plan to provide you with a five star service. Based on what you ve told us, we ve summarised the most important
MLLS. 360 Degree Feedback E R & P M N A T I O N A L C A L L C E N T R E - F 2 0 0 6
MLLS 360 Degree Feedback Components of 360 Feedback Manager my direct manager. Peers my peer group. Direct Reports my direct reports. 2 Managerial Leadership Model SELF OTHERS BUSINESS 3 Direct Reports
Training trainee solicitors Guidelines on performance review and appraisals
Training trainee solicitors Guidelines on performance review and appraisals Education and Training Unit Version 1 29/07/05 Page 1 of 7 www.sra.org.uk For alternative formats email, [email protected]
General Staff Performance Review, Planning and Professional Development [HR.10/VHR.10]
General Staff Performance Review, Planning and Professional Development [HR.10/VHR.10] 2013 Employee Name Position Department or Faculty Supervisor Name Supervisor Position Review Period May 2012 April
Nursing Process. Assessment. Planning. Implementation. Evaluation
Nursing Process Objectives: Introduce the history of nursing process Discuss purpose of nursing process Including philosophy Discuss nursing models in relation to assessment Discuss defensible documentation
Marketing Communications Essentials: B2B Marketing for Small Businesses. June 18, 2014
Marketing Communications Essentials: B2B Marketing for Small Businesses June 18, 2014 Agenda B2B Marketing Consumer vs. B2B Decision-Makers Messaging: Rational or Emotional? Key Steps: Developing a B2B
If E.ON Can So Can You!
If E.ON Can So Can You! A Systematic Approach To Help You Keep All The Customer Experience Plates Spinning 1 Key take aways 01 02 03 Customer Centricity Framework Best practices for working cross regionally
Looked after children good practice in schools
Looked after children good practice in schools This is a short report based on a small-scale survey of good practice in schools in relation to looked after children. It does not cover all aspects of looked
COMPLAINT HANDLING. Principles of Good Complaint Handling
COMPLAINT HANDLING Principles of Good Complaint Handling Promoting good complaint handling is a key part of your work if you receive complaints from time to time. Good complaint handling can turn aggrieved
Effectively Managing your Customers Experiences through Enterprise Feedback Management
breakfast habits change as they grow older. Take hot cereal as an example, there is a clear relationship between age and consumption incidence: 15-24 years old: 37% 25-34 years old: 45% 35-49 years old:
EXECUTIVE ASSISTANT TRAINING SEPTEMBER 2015
EXECUTIVE ASSISTANT TRAINING SEPTEMBER 2015 11 BOOK 2 $200 + GST EVERYBODY LEADS EMOTIONAL INTELLIGENCE (EI) HILTON BRISBANE 14 SEPTEMBER 2015 HILTON BRISBANE 16 SEPTEMBER 2015 BOOK 3 $390 + GST THE EA
What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result?
EXAMPLE VALUE BASED INTERVIEW QUESTIONS VALUE LEADING QUESTION FOLLOW UP QUESTIONS KEY CRITERIA Compassion Give me an example of a time when you were particularly perceptive regarding a Describe what you
Adaptive Special Education Program Focus Group Assessment Report
Adaptive Special Education Program Focus Group Assessment Report (Department of Special Education and School Counseling) August 13, 2009 Submitted to: Dr. Jean Morrow, Professor and Interim Chairperson
How To Write A Performance Measurement
There's no such thing as the performance measure stork! after you've conceived your measures, there's actually some unavoidable labour needed to bring them into the world by Stacey Barr introduction In
Internet Video Campaigns for NonProfits:
Internet Video Campaigns for NonProfits: How to Use the Power of Video and the Reach of the Internet to Grow Your Donor Base and Engage Your Community by Catie Foertsch Yes! MediaWorks In this new world
How To Get Feedback From Tma 360 Degree Feedback Workbook
Maximize TMA 360 degree feedback Thank you for using TMA 360 degree feedback 360 degree feedback is a powerful tool, but should be used properly. Read this workbook carefully before you start with 360
Introduction to Psychology Psych 100 Online Syllabus Fall 2014
Introduction to Psychology Psych 100 Online Syllabus Fall 2014 Contact Information Professor: Dr. Deborah Maher Office: C&L (Classrooms and Labs) 119 Office phone #: (714) 432-0202, x21190 (best to email
Testing Websites with Users
3 Testing Websites with Users 3 TESTING WEBSITES WITH USERS Better Practice Checklist Practical guides for effective use of new technologies in Government www.agimo.gov.au/checklists version 3, 2004 Introduction
Leadership Practices Questionnaire Self Assessment
Leadership Practices Questionnaire Self Assessment In this survey there are thirty statements about the things that leaders do. The statements all describe behaviours or activities. Please read each statement
WHICH talking therapy for depression?
WHICH talking therapy for depression? A guide to understanding the different psychological therapies you may be offered to treat your depression 1 Contents Introduction 3 Cognitive Behavioural Therapy
Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld
The purpose of this Net Promoter System SM (NPS ) Assessment is to help you understand the progress your company or organization is making against a full potential Net Promoter System implementation. Your
Sally Sample 24 August 2010
candidate interview report Sally Sample 24 August 2010 preface The RPMQ is a self-report questionnaire designed to measure characteristics that are important in the occupational setting. These characteristics
