Staying in the Know

How do you keep up?  According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) The Edge of Service, Issue 4 (September 2013) is out. This month’s topic: Staying in …

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Utilities Harness Social Media for Customer Service

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013). Indeed! Many use Twitter and Facebook to interact with customers; Facebook, blogs, YouTube and other …

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Today's Connected Consumers

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their morning routine (along with breakfast and brushing teeth). 60% check their smartphones compulsively. Two thirds spend the same …

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Creating an Engaging Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In just one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower …

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