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I got my first detailed, in-depth look at the problems of the industrial farming complex when I read Michael Pollan’s eye-opening book, The Omnivore’s Dilemma (which I highly recommend). This NYT editorial cites two reports, one by the Pew Charitable Trust and one by the Union of Concerned Scientists.
As new reports make it clear, the efficiency of industrial animal production is an illusion, made possible by prisonlike confinement systems.
From rafting in Oregon to biking in the White Mountains, a listing of great summer vacations that don’t require the terrifying conversion of dollars into euros.
It’s sad but true. Anti-intellectualism is rampant. As Susan Jacoby, author of The Age of American Unreason, explains in her NYT column, “Best Is the New Worst,” the word “elite” has been completely distorted for partisan purposes.
The word “elite,” once an accolade, has turned poisonous in American public life, as both the left and the right have twisted it into a code word meaning “not one of us.”
It’s a perverse thing to ridicule the attainment of education and expertise. I really have had a hard time grasping how this shift has happened. I guess I need to read Jacoby’s book. But for a nation that has an inherent (if arrogant) belief that it is the greatest in the world, why do so many of our people resent and distrust those among them who have acquired the knowledge required to make us succeed? read more | digg story
Well, now I am! I loved this two-part series Jay did so much that I asked him to do a presentation on this topic at ICMI’s Dallas Call Center Demo and Conference last week. I think the live session was even better than the articles, because of the audience participation and the dialogue that took place, and just because Jay’s a fun and professional speaker.
These articles make an excellent companion to Jodie Monger’s article that I just wrote about, Are You Guilty of Survey Malpractice? She delves into the details of survey practices and Jay uncovers a whole lot of other factors that you’ve likely never considered.
Surveys alone do not reflect true customer satisfaction levels. Behavioral metrics hold the key to managing dissatisfaction.
Dr. Jodie Monger knows surveys, and in this Customer Management Insight (CMI) article, “Are You Guilty of Survey Malpractice?,” she explains what NOT to do on your customer satisfaction surveys.
Measurement programs must meet certain scientific criteria to be statistically valid with an acceptable confidence level and level of precision or tolerated error. Without these considerations, you are guilty of Survey Malpractice. To defend your program with “it has always been this way” or “we were told to do a survey” is not sufficient. Research laws adhered to in academia apply to the business world. A deficient survey yields inaccurate data and results in invalid conclusions no matter who conducts it.
How hard is it to come up with a bunch of questions and create a survey? That’s what most of us think, and if you just want some quick and informal feedback, that’s fine. But your customer satisfaction measurements are another story altogether. Jodie explains seven warning signs of “survey malpractice”:
Measuring too many things
Not measuring enough things
Measuring questions with an unreliable scale
Measuring the wrong things or the right things the wrong way
Asking for an evaluation after memory has degraded
Accuracy and credibility of service providers and product vendors
Wiggle room via correction factors
(See the article for the explanation associated with each.)
Few performance metrics are as critical to contact center success as first-contact resolution (FCR); unfortunately, few performance metrics are also as misunderstood.
The Web site of the future may be organized completely in thirds without needing to separate them in a blog, a forum, a customer idea space, and the corporate brochure-ware. Part editorial, part community, and part marketing weaved throughout the site.
I’ve got to be careful or Valeria is going to think I’m trying to channel her blog but I’m a big fan of Benjamin Zander and I wanted to direct readers to her post about him, which includes the above video clip of him, as well. I saw him deliver a keynote presentation several years ago that I still consider to be one of the best I have ever seen (and I’m in the conference business, so I have seen plenty of keynotes).
Orchestrating Collaboration is the title of a talk Ben Zander, the conductor of the Boston Philharmonic Orchestra, gave at the World Economic Forum in Davos this year [the video is 9 minutes]. I read the Zanders’ book when it came out, in 2000. It is timeless. Long after we will be done pounding the meaning out of the term conversation, this book will continue to inspire generations of students of The Art of Possibility.
Wish I had read this good advice from Valeria Maltoni’s Conversation Agent blog before I wrote a bunch of LinkedIn recommendations last weekend, but I’ll certainly keep it in mind for the future. Some good suggestions — I recommend reading the post.
For a recommendation to be useful in a practical way to both the individual recommended and the potential buyer/employer, it needs to answer one main question first: why? Why would you hire him/her instead of someone else? Why would you engage his/her services? It’s because… tell them exactly why.
I got my first detailed, in-depth look at the problems of the industrial farming complex when I read Michael Pollan’s eye-opening book, The Omnivore’s Dilemma (which I highly recommend). This NYT editorial cites two reports, one by the Pew Charitable Trust and one by the Union of Concerned Scientists.
Nice 
but I’m a big fan of Benjamin Zander and I wanted to direct readers to her 
