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How to Prevent Redundant Performance Improvement Conversations

Great Leadership By Dan

A former Verizon Wireless executive, she has over two decades of experience in sales, customer service, and Human Resources. s list of 100 Great Leadership Speakers, AMA's 50 Leaders to Watch in 2015, and a Top Thought Leader in Trust by Trust Across America.

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How Customer Service Can Turn Angry Customers into Loyal Ones

Harvard Business Review

Using data from Twitter (where one of us works), we designed an experiment to study customer service interactions in two industries that generate a significant number of customer service complaints: airlines and wireless carriers. from March 2015 to April 2016. We offered a similar exercise for wireless service customers.

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Using IoT Data to Understand How Your Products Perform

Harvard Business Review

Since 2011, General Electric has publicly stated it would spend more than $1 billion on developing sensors, wireless devices, and related software to install on its aircraft engines, power turbines, locomotive trains and other machinery. For example, Procter & Gamble has had an electronic toothbrush with wireless sensors for two years.

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Motivating Millennials Takes More than Flexible Work Policies

Harvard Business Review

A 2015 Gallup Poll found that Millennials are the least engaged cohort in the workplace, with only 28.9% A 2015 report on Millennials from the U.S. saying that they are engaged at work. Leaders will benefit from creating opportunities for employees to participate in personally meaningful initiatives. Millennials are digital natives.

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India's Exploding Digital Economy

Harvard Business Review

An Indian investment bank, Avendus, projects 376 million Indian Net users by 2015. Morgan Stanley projects that 3G penetration will reach 22 percent by 2015. Further, we'll see a roll-out of 4G wireless services across the country in 2012. A leapfrog effect will mean that three of every four Net users will do so by 2015.

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Innovation Should Be a Top Priority for Boards. So Why Isn’t It?

Harvard Business Review

Over 5,000 board members of companies headquartered in more than 60 countries responded to the survey between October 2015 and June 2016. Most responses (80%) were received between October and December 2015. internet software & services, semiconductors, wireless telecommunication services); and Materials (e.g.,

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America’s Transportation Infrastructure Needs Entrepreneurs

Harvard Business Review

Sensors, smartphones, tablets, wireless networks, and Big Data are starting to transform transportation and infrastructure. Not only could they digitally store manuals and logbooks, but wireless connectivity could also help with communications, flight planning, and keeping track of weather. Photo by Andrew Nguyen. But not fast enough.