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четверг, 31 августа 2023 г.

International Business: Conrol and Evaluation. Unit 7 - Control and Information Business

 



































https://egyankosh.ac.in/
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воскресенье, 6 августа 2023 г.

Selected strategic intelligence sources

 


In a recent post, I promised to look at some possible free or low-cost sources of intelligence gathering (external monitoring) that your non-profit board and/or management team can use to inform your strategic direction. This post delivers on that promise, using sources clustered under each category in the STEEPLE model.

Your organisation will doubtless have its own specialised sources of reliable information about developments within your field, and the following list does not seek to replace them. Some of the suggested data sources below are able to be used across almost all fields. These are likely to offer valuable additional insights if you are not already using them.

The links below are suggested for use by Australian non-profit organisations. Readers in other jurisdictions may therefore find some that are less relevant to their needs (although there may be some clues as to the kinds of sources that would be equivalent). Some sources offer material relevant to more than one dimension of the STEEPLE analysis, and so are mentioned more than once.

Sources in bold type are highly recommended. (Any selection of sources will be subject to bias. This list is no exception, and the author accepts responsibility for any perceived political bias in the following list entries).


Australian Policy Observatoryhttps://apo.org.au/
Nonprofit Quarterlyhttps://nonprofitquarterly.org/
Science Dailyhttps://www.sciencedaily.com/news/science_society/
Science Directhttps://www.sciencedirect.com/topics/index


Crypto-Gram Newsletter (Cyber security)https://www.schneier.com/crypto-gram/
Wiredhttps://www.wired.com/
Tech Republichttps://www.techrepublic.com/
PLOS (Public Library of Science)https://plos.org/blogs/
Science Dailyhttps://www.sciencedaily.com/news/matter_energy/technology/
The Australia Institute Centre for Responsible Technologyhttps://www.centreforresponsibletechnology.org.au/


The Conversationhttps://theconversation.com/au/business
RBA Key Economics Indicators Snapshothttps://www.rba.gov.au/snapshots/economy-indicators-snapshot/
Focus Economicshttps://www.focus-economics.com/countries/australia
Mainstream media business and economics newsVarious


Making Enviro Newshttps://www.makingenvironews.com/
The Conversationhttps://theconversation.com/au/environment
Science Dailyhttps://www.sciencedaily.com/news/top/environment/
Climate Councilhttps://www.climatecouncil.org.au/news/
Science Directhttps://www.sciencedirect.com/topics/index


Parliament of Australiahttps://www.aph.gov.au/Help/RSS_feeds
Parliament of Victoriahttps://www.parliament.vic.gov.au/about/news/2416-news-alerts-from-parliament
Government Newshttps://www.governmentnews.com.au/
Australian Government Public Datahttps://data.gov.au/data/
Other local ParliamentsVarious


Lexologyhttps://www.lexology.com/account/rss
Mondaqhttps://www.mondaq.com/
Mills Oakleyhttps://www.millsoakley.com.au/thinking-summary-page/
Mooreshttps://www.moores.com.au/expertise/sectors/
NFP Lawhttps://www.nfplaw.org.au/


The Ethics Centrehttps://ethics.org.au/
Transparency International Australiahttps://transparency.org.au/
Regulatory compliance reports
e.g. AHPRA, ACCC, ASIC		Various

https://polgovpro.blog/

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воскресенье, 16 апреля 2017 г.

10 Signs of a Company That Really Cares About Customers


Did you know that there’s such a thing as International Clients’ Day? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you happen to hear about it too?
Whether or not, the fact is that this informal holiday has not been around for that long. Actually, it was proposed (and celebrated for the first time) by Lithuanian and Russian businessmen on March 19, 2010 as an opportunity to show gratitude to their customers. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too?

Isn’t It Nice?

I was surprised and amused to discover this interesting fact, and as I pondered over it, I began to realize that I definitely like the idea. Along with the discount offer on the special occasion, I got the acknowledgment of how much the company appreciates me as a loyal customer and that it cares about the relationship. For me, it’s certainly a good sign, important and valuable for further business relationship. Later on it served as an inspiration for my article, as I decided to extend on it a little bit.
In this post, I would like to speak about the signs that show a company cares about its customers in deed and not in name. I managed to come up with my own version of 10 things that are truly important for me as a customer. Take a read and let me know if you can find out a bit more!

What Do Companies That Really Care Have in Common?

1. Providing Easy-to-Access Customer Support Options

Today’s consumers expect that the process of contacting customer service is seamless and straightforward. Statistically, 83% of online customers require some degree of support to complete a purchase and 71% expect to be able to access help online within 5 minutes.
Top performing companies realize that their customer service channels should include many, if not all, of the options available today. Be it email, phone, Live Chat, social media channels, FAQs or self-service, companies that care about customers ensure their contact details and other relevant information can be easily found, all of the options are working properly, and agents are swiftly responding when their help is needed.

2. Being Obsessed with Customer Service Excellence

According to another research, 89% of consumers have stopped doing business with a company after experiencing poor customer service, and 40% are sure they will cease doing business with a company if they happen to experience it. That sounds too disturbing to ignore.
These days we witness high product availability, increasing choice options, and more competitive prices. Business competition has evolved into the challenge of building and maintaining exceptional customer experiences. Companies that stand apart recognize the importance of excellent customer service for keeping customers feeling positive and happy about their experiences with the brand.

3. Constantly Striving to Know Customers Better

Today’s consumers are much more demanding if compared to what they used to be a while ago. 72% of them now expect a customer service representative to know their contact details, product information and service history as soon as they get in touch with support.
Knowing your customer is an essential key to business success. Without this knowledge, you just won’t have the information needed to make the right decisions about pricing, marketing and almost any other aspect of running your business. As market landscape is evolving, and social media and many other resources allow companies to connect with their customers on a personal level, true customer care implies going all out to know customer expectations and tend to their needs.

4. Living In Customers’ Shoes

Stepping into customers’ shoes is all about being able to see a situation from another’s perspective, understand how a customer feels at each particular stage of their journey and provide tailored solutions based on the situation. Closely related to the notion of empathy, this skill enables employees to communicate better with customers and address the emotional side of customer interactions.
There is a brilliant quote by Marsha Collier that reads: Customer service can’t always deliver solutions, but it can always deliver empathy. Companies that lead the pack recognize the importance of emotional connection and train their staff to listen to customers’ verbal and non-verbal communication to come up with tailored solutions right on the spot.

5. Willing to Go an Extra Mile

Majority of companies offer staff training to make sure everyone knows basic procedures to follow in standard situations. While having clear policies and procedures is important to make sure everyone is one the same page about applying them, it’s also critical to encourage and empower employees to take decisions on their own.
This might include breaking the rules and flexibly using employee creativity for rewarding customer experiences. Companies that empower their staff to go above and beyond for great customer satisfaction know its worth. They do not tie their employees with scripted scenarios and encourage staff to use their unique personality to serve their customers the best way possible.

6. Rewarding Customer Loyalty

Companies focused merely on attracting new customers could be in trouble. Regular customers admit they feel frustrated and left out as they observe businesses shouting out heavy discounts and juicy offers only to attract new customers. Buying growth through discounts and promotions while not caring much about longtime relationship and rewarding customer loyalty can do more harm, actually. According to a research carried out by The Grass Roots Group, about 49% of consumers even consider switching loyalties if a provider’s special offers are only available to new customers. Those businesses that survive and prosper, build their strategy based on fostering customer loyalty and do so with great reward.

7. Taking Care of Internal Customers

It goes without saying that customers are your most important assets, and deserve to have the best service and experience you are able to provide. However, what sometimes goes unnoticed is that the same applies to the people inside your organization, often referred to as its ‘internal’ customers. And that stands for a reason. In fact, company’s employees are an equally important resource. The way they approach customers clearly reflects the way they themselves are treated. Companies that treat their staff like gold, make them feel valuable and important, enjoy better employee performance and higher customer satisfaction rates.

8. Acknowledging the Importance of Customer Service Roles

We often hear that these days customer service is no longer just a department within an organization, but rather an attitude behind the entire company culture and strategy. Companies that realize how important customer service is for their business, adopt the “everyone does customer service” approach. They reinforce excellent performance by stressing the significance of jobs that involve interaction with customers.

9. Treating Leaving Customers Right

When a customer decides to stop doing business with you, whatever the reasons behind the decision, it’s better to leave the door open. There’s still a huge probability (20% to 40%) of successfully selling to those who left at some point if you manage to cope with it professionally and positively. Companies that truly care about their customers find ways to softly ask for feedback, express regret and stay in touch.

10. Keeping Customers Informed

Whether it’s good news or bad, your customers deserve timely, open and honest communication. It is critical to keep them informed about your company innovations and events to justify their trust and gain more credibility.
Truth be known, there are too many follow-up communications like auto-replies, post-sale surveys and special offers, largely left unopened and unread. Yet it’s absolutely imperative to proactively inform your customers about product recalls involving safety issues or product defects, as well as changes in pricing and other significant terms. Those businesses who really care do their best to reach out to their customers with relevant information and pass it via all the communication channels available – to make sure the important message got through.

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вторник, 3 ноября 2015 г.

From A to Z: 200 Essential Resources for Entrepreneurs Building a Business




JOHN RAMPTON

CONTRIBUTOR

Being an entrepreneur can be difficult. Being an entrepreneur attempting to launch a startup is even more challenging. The good news? You don’t have to go it alone. There are a lot of tools and resources at your fingertips online to help you successfully plan, launch and run your business. And, here are 200 of those essential tools and resources.

A/B tests.

A/B testing your website will be crucial to your continued success and improvements online. A startup should always be testing what's working and improving on it.
  • Experimentation and Testing: A Primer - a great resource when beginning testing from Avinash Kaushik.
  • Google Analytics - this comes with “Content Experiments” which permits users to split-test page variants within programs.
  • Optimizely - cost-efficient A/B, multivariate, and mobile texting for starters.
  • Crazy Egg - at $9 per month this tool provides heatmaps to understand user behavior.
  • Vanity - “an Experiment Driven Development framework for Rails.”

Analytics.

There are some of the top companies that I've used to analyze every aspect of my business.
  • Piwik – free, open source web analytics platform.
  • Cyfe - “an all-in-one business dashboard app that helps you easily monitor all your business data.”
  • WooRank - SEO, Social Media, Mobile Optimization, Usability reports.
  • Buffer - free social media engagement stats.
  • Google Analytics- free web analytics and optimizer.

Blogging platforms.

With your startup you need to make sure it's built on a strong framework. Here are some of the strongest CMS systems that can help your startup scale online.
  • WordPress - most popular and flexible content management system.
  • Joomla - an advanced CMS similar to WordPress.
  • Postach.io - converts Evernote notebook into a CMS.
  • Wix - equipped with code-free website builder, a blogging platform, and website hosting.
  • Medium -  a collaborative blogging platform.

Business plans and canvas.

These are some of the best companies and informational sites to help you with that dreaded startup business plan. Though I hate putting together a business plan, it's necessary. You have to do it.

Cloud/open source resources.

These are sources that I use on a daily basis to sync my life and keep all my files in the same location.
  • Dropbox - free cloud storage that you can share.
  • Github - the world’s largest open source community.
  • Joyent - powerful public cloud and private cloud software solutions.
  • Box - secure content sharing, management, and collaboration.
  • AWS Free Tier - cloud solution from Amazon.

Competitive online Adword/PPC analysis.

I'm a competitive guy online and like knowing what my competition is doing online. These tools help my startup stay ahead of the game and help my business better know what to do.
  • SEMRush - advanced SEO/PPC keyword research tool.
  • Google AdWords - a free AdWords tool and Keyword Planner.
  • Spyfu - spy on competitors ads and keywords.
  • iSpionage - up-to-date competitive analysis.
  • WordStream - Adwords grader and advisor.

Content and online marketing.

Content is King in the startup and online world. The more you know how to strategize your content, the better you'll rank online. The better you rank, the more customers you'll have. Here are some of the best sources that I've found online.

Crowdfunding.

Without cash, your startup will fail. Here are some of the best sources that I've found to getting crowdfunding for your startup, product or service.
  • Kickstarter - a great option for creative projects seeking funding.
  • DreamFunded - crowdsource funding for your startup.
  • GoFundMe - features built-in connections to Facebook, Twitter and email for easy sharing.
  • Indiegogo - popular site internationally because of its flexibility to fund almost anything.
  • RocketHub - features FuelPad and LaunchPad programs for promotion.

Customer feedback and support.

If content is king, customers are queen. Supporting your customers and giving them everything they need will help your business grow fast. Happy customers equal long-term customers.
  • Olark – a live customer chat and customer loyalty platform.
  • Tender – customer support software that contains a knowledgebase tool. forums and notifications regarding your site.
  • Desk – one of the best and easiest support softwares I've ever used.
  • Zendesk – web help software that features customer support, self-service and engagement tools.
  • Groove – provides a simple online Help Desk, as well as customer support metrics.

Design.

Getting a nice design, logo, look and feel for your website will help you stand out in the eyes of your competition. Here are some amazing places you can find good design and photos.

Discovery.

Getting your product out to the world is one thing. These tools will help you to validate, discover and push your product online.
  • KISSmetrics - “Track, analyze and optimize your digital marketing performance. We show you what's working and what's not across all campaigns.”
  • Google Trends - provides the most popular online searches.
  • Product Hunt - discover the hottest new products.
  • Erli Bird - “Validate your product, beta test, get feedback, and improve.”
  • TrackMaven - a powerful competitive intelligence tool.

Distribution.

These are some of the best resources that I've found in the PR world to get your startup product out there without spending a lot money.
  • HARO (Help A Reporter Out) - share your expertise with a reporter.
  • PRWeb -  the highest-rated press release service.
  • ProfNet - connects experts and journalists.
  • Boost Your Posts on Facebook - promote posts on Facebook.
  • Market Wired - provides news distribution and social communications solutions.

Email.

Email is one of those things I neglected as a business in the beginning. Not now. I've seen an almost 30 percent lift in my business since I started to double down and focus on email.
  • MailChimp - used to gain subscriber profiles and send out personalized and automated emails.
  • Hello Bar - free tool used to collect more email subscribers.
  • Intercom - a great chat and help widget, that also has automated email triggers.
  • YesWare - know when someone opens your email. Best stalking known to man.
  • Boomerang - Gmail tool used to schedule emails and follow-up reminders.

Ecommerce.

Selling online is the lifeblood of most startups. Here are some of the top ecommerce companies out there to help you.
  • Shopify - sell your product on this popular online store.
  • WooCommerce - a popular WordPress ecommerce plugin. Note: Mainly for smaller under 1000 sku sites.
  • Magento - ecommerce software tailor fit to your needs. Note: Mainly for larger 1000+ sku sites.
  • Prestashop - free software to set up your online shop.
  • Symphony Commerce - “The most advanced commerce applications as a service to power your online store, fulfillment, and marketing.”

Freelance.

Hiring full time employees is very expensive. Here are some good locations to find good freelancers at startup rates. Special note: make sure to evaluate your startup freelancer before giving them everything!
  • Freelancer – great place to find outsourcing for small businesses.
  • upWork – allows you to hire low-cost freelance talent.
  • Loot – on demand social freelancers.
  • Elance – you can browse profiles before hiring freelance help.
  • TaskRabbit – you’re busy, so why not outsource errands and skilled tasks to others?

Find a co-founder.

Here are some of the top places that I've used to find co-founders and other crucial team members.
  • CoFoundersLab - helps you locate a co-founder by city or industry.
  • FounderDating – a premiere site for connecting founders and co-founders.
  • Founder2be - helps you find a co-founder for your startup.
  • YouNoodle – founder matching through competitions.
  • FounderSoup - connecting you to “a network of Entrepreneurial Stanford engineers, designer, doctors, marketers, salespeople, etc.

Founding.

Here are some good websites for entrepreneurs looking to be better founders, meet other startups like theirs and, overall, become bigger online.
  • f6s - contains a list of all the accelerator programs, as well as a social network for startups and angels.
  • Startup Stash - an excellent curated list for all your startup needs.
  • Angellist - connect with investors and raise funds online.
  • The Funded - a community of CEOs, founders, and entrepreneurs that discuss fundraising, as well rate and review angel investors and venture capitalists.
  • Kaufman Founders School - an online educational resource for entrepreneurs.

Growth hacking.

Growing your business is important. Here are some top places for information on growth hacking.
  • Colibri.io - allows you to tap into social networks and digital media to gain visibility.
  • Nimble - gather the contacts of you and your team to construct an Intelligent Relationship Platform.
  • Pay With A Tweet - create social buzz by rewarding people to mention your content or product.
  • MixRank - creates a highly targeted list for your business.
  • GrowthHackers - online community that helps marketers learn and share effective marketing techniques.

Groups.

Participating in a startup organization/networking event will help your business to grow faster than ever before. Here are some of the top startup organizations in the world.

Legal.

Getting your business setup is step one to making your business real in the eyes of the government where you're living. Here are some great places for both legal advice and getting your startup setup.
  • Startup Documents - “generates and stores legal documents for early stage companies”
  • Orick’s Legal Documents for Startups - contains contracts and other legal documents that have been curated by an online community.
  • Legal Zoom - legal solutions for starting and running a business.
  • Nolo - share legal forms and connects you to a lawyer if needed.
  • PandaDoc - eSign your important docs. Know exactly when and what they are looking at.

Loyalty programs.

Here are some of the best loyalty programs that I've found online for startups.
  • Technology Advice - connects you to the best loyalty programs for your industry.
  • RewardStream – a loyalty and customer referral designed specifically for your business.
  • Perka - a loyalty program that encourages repeat visitors.
  • RewardLoop - a powerful mobile loyalty program.
  • BigDoor -  a loyalty and rewards program that allows you to reward customers even when they aren’t making purchases.

Market research.

Researching what's going on in the startup world is tough. Here are a few amazing resources to help you along the way.

Must-read websites.

These are the must read resources for entrepreneurs to learn and grow. Here are the best resources that I go to daily.

Name generators.

Looking for a name for your startup? Here are a few great resources to get you going.
  • Domainr: a free domain name search.
  • Knowem – search tool for domains and trademarks.
  • Naminum: helps you discover the perfect company name.
  • Impossibility: “The best domain name generator ever.”
  • Wordoid: suggests creative names for your product, domain, or product.

Payment - billing and invoicing.

Here are some of the best online billing services that I know. Note: I'm the founder of Due, so I know all the competition very well.
  • Yardbook - amazine invoicing tool for online professionals.
  • Stripe – APIs and tools to accept and manage online payments.
  • Aria – an active monetization platform.
  • Due – online invoicing and time tracking platform.
  • Quickbooks - Great way to keep track of your books.

Product launch.

Here are a few amazing resources for when you're launching a product and need a little extra help.

Project management.

Here are some of the best tools that I've used to keep track of my projects with a large (or small) team. Collaboration will help your team to build an even more amazing product. Here are some of the best out there.
  • BaseCamp - popular project management; free for up to two months.
  • Trello - organize and monitor projects visually.
  • Campfire – team collaboration that features a real-time chat.
  • Podio - cloud-based collaboration service.
  • Wrike- delivers full discretion over your tasks and allows you to collaborate with your whole team.

Question and answer/networking.

You don't know everything, that's why there are the following resources. They will help you with questions you may have along the way.
  • Quora - ask or answer questions related to your industry.
  • LinkedIn - the world’s largest professional network.
  • StackExchange – expert answers to your questions in 137 different communities.
  • Reddit - large community who network by sharing relevant content.
  • Onstartups - the discussions on this hub are great for information and networking.

Remote working.

Here are some great resources to help you with remote workers.
  • Asana - converse and assign tasks with team members without email.
  • Skype - call or message anyone from anywhere in the world.
  • StartMeeting - free audio conferencing.
  • Yammer – a private social network designed just for companies.
  • Hipchat – private group chat, instant messaging and file sharing.

Social media/social monitoring.

Monitoring social media can be a pain. These are some of the top tools that I've used to monitor and respond to customers on social media. They'll give you a good idea of what's going on.
  • Hootsuite - “Manage social networks, schedule messages, engage your audiences, and measure ROI right from the dashboard.”
  • HubSpot – one of the best online marketing and web analytics systems.
  • Buffer – simple social media marketing software.
  • Tweetdeck – “the most powerful Twitter tool for real-time tracking, organizing, and engagement.”
  • Adstage – manage all of your Google, Bing, Facebook, Twitter and LinkedIn Ads in one place.

Surveys and polls.

Collecting surveys can help your business get unbiased information. Here are some great resources for startups to collect feedback online.

Time management/distraction prevention.

Time management is something you need for your startup. You'll never get back time so make the most of it with these tools.
  • Self-Control –a Mac application that blocks out distracting websites for a specific amount of time.
  • Concentrate - helps keep you focused by shutting down non-essential apps and websites.
  • RescueTime - helps you understand daily habits so you learn to become more productive.
  • Time Tracking - time tracking software to help you discover how much time you’ve spent on a project. Note: I'm owner of this company!
  • FocusBooster - a digital pomodoro timer.

To-do lists.

These are great apps that you can use to keep track of to do's.
  • Evernote - organize your daily projects in one workspace.
  • Pocket - save important articles or videos to view later.
  • Remember The Milk - to-do-lists and reminders.
  • Wunderlist - lists that you can share with family or team members.
  • Todoist - powerful to-do-list tool that comes with a task manager.

Travel.

I'm always traveling. As a startup founder, you should get used to traveling. Here are some great apps to help me travel better.
  • Trip-it - gives you a master itinerary of your travel plans.
  • Shoeboxed - use to scan and organize receipts during travel.
  • Where Nomads at - connects you with digital nomads all over the world.
  • Time Trade - appointment scheduling software.
  • Airbnb - great resource when you need last-minute or affordable lodging.

Video.

Having video for your product will help you to explain your product in a way that only certain people will understand. It also helps you to show, not just tell. Here are some great resources for video beyond YouTube.
  • Wistia - professional video hosting equipped with analytics and marketing tools.
  • Powtoon - create awesome animated and video presentations.
  • Tracker – video analysis and marketing tool.
  • Stupeflix - create free, unlimited videos.
  • Wideo - another tool to create animated videos.

Websites and hosting.

Here are some of the top and cheapest resources to host your website as well as have a nice looking website online.

Wireframing and mockups.

Here are a few great resources to quickly wireframe your startup and mockup quick templates. Here are a few great resources.
  • Gliffy - allows you to “ create professional-quality flowcharts, Org charts, UML diagrams, Network diagrams, Wireframes, Technical drawings”.
  • Wirefy - intuitive wireframes for web development.
  • Frame Box - easy, sharable frame sharing.
  • Pencil Project - a free and open-source GUI prototyping tool
  • MockFlow - easy wireframing tool that you can collaborate with others.

X, Y and Z…

Here are 12 more very useful tools and resources that deserve mention.

Need More?

Finally, here are five links that have additional tools and resources for startups and entrepreneurs.
Here's to building the best startup in the world!
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