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08 декабря, 22:00

‘Obama Taunted Trump and Look Where It Got Us’

That quote comes from an Atlantic reader referring to the blistering roast that President Obama gave Trump at the 2011…

08 декабря, 19:01

EU mulls sending refugees back to Greece

The European Union’s executive said yesterday that member states should be allowed to send some asylum-seekers back to Greece from mid-March, in a step Brussels hopes will help restore the bloc’s migration

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08 декабря, 14:14

Aleppo battle: ‘Forgotten’ civilians moved from Syria frontline

The Red Cross evacuates 148 disabled and injured civilians from the frontline in Aleppo.

08 декабря, 12:57

Супертанкерам не хватит нефти

Нефтяные супертанкеры готовятся к худшему году с 2013 г., поскольку глобальный избыток нефти будет сокращаться на фоне сделки ОПЕК, а это значит, что их востребованность будет снижаться.

08 декабря, 10:32

Супертанкеры готовятся к худшему периоду за 4 года

Нефтяные супертанкеры готовятся к худшему году с 2013 г., поскольку глобальный избыток нефти будет сокращаться на фоне сделки ОПЕК, а это значит, что их востребованность будет снижаться.

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08 декабря, 09:00

UK library budgets fall by £25m in a year

Official figures show steep drop in 2015/16 funding, a week after the government announced £4m Libraries Deliver grantIs your library under threat? Share your experiencesA brutal year for the UK’s public libraries has been topped off with the revelation that the sector took a £25m hit to its budgets in the year to March, as calculated in official figures released on Wednesday. The number of public libraries still open reached a 10-year low, while visitor numbers slid by 15 million. Book budgets were also severely hit, taking an 8.4% fall over the period. Critics claimed the cuts endanger the long-term survival of the sector.The Chartered Institute of Public Finance and Accountancy (Cipfa) released the figures as part of its annual survey of library authorities in the UK. They revealed that total expenditure for the sector fell from £944m to £919m over the year, a 2.6% fall that reflects swingeing cuts by local authorities seeking to shore up frontline services by raiding library budgets. Over the same period, visitor numbers fell to 250 million as 121 libraries closed, taking the total number still open down to 3,850. Continue reading...

07 декабря, 23:58

1st images of Aleppo frontline: RT crew reports from war-torn Old City (EXCLUSIVE)

Battles continue between pro-government forces and rebels in Aleppo’s Old City, with Damascus slowly winning back territory. RT’s Lizzie Phelan and her crew were the first journalists to visit the neighborhoods just captured by the government. RT LIVE http://rt.com/on-air Subscribe to RT! http://www.youtube.com/subscription_center?add_user=RussiaToday Like us on Facebook http://www.facebook.com/RTnews Follow us on Twitter http://twitter.com/RT_com Follow us on Instagram http://instagram.com/rt Follow us on Google+ http://plus.google.com/+RT Listen to us on Soundcloud: https://soundcloud.com/rttv RT (Russia Today) is a global news network broadcasting from Moscow and Washington studios. RT is the first news channel to break the 1 billion YouTube views benchmark.

07 декабря, 17:23

Red States in the Hot Seat

Areas of the country Trump won by large margins are particularly vulnerable to the environmental devastation wrought by climate change.

06 декабря, 23:12

David Petraeus' Comeback Highlights The Sexist Double-Standard We Can't Escape

As David Petraeus lobbies for a position in President-elect Donald Trump’s Cabinet, poised for a near total reputation rehabilitation, his counterpart in scandal, Paula Broadwell, remains in limbo. The Army is still deciding whether or not to exact further punishment upon Broadwell, currently a reserve major, an official confirmed to The Huffington Post, citing a detailed article in The Hill. The clear difference in their situations is just the latest shameful chapter in the Petraeus scandal, at every turn a case study in the ways women and men are treated differently in the media and in culture ― as well as by the incoming Trump administration. As is now widely known, Petraeus shared highly classified information with Broadwell while he was running the CIA ― even the names of undercover agents. It was 2011, she was writing a book about him as part of her doctoral work at Harvard and the two, both married, were having an affair. Broadwell was an Army reserve major and an intelligence officer. The Army quickly demoted Broadwell, rescinding a promotion to Lt. Colonel and taking away her security clearance, but has so far declined to accept the resignation she offered up this summer. The FBI did not charge her; Broadwell’s lawyer argued that she was protected because she viewed the secret information while working in the role of an author/journalist. (The classified bits never made it into the book.) It was a pathetic biblical storyline in which men are innocents in the garden and devilish women are everywhere, dangling forbidden apples in their faces. Petraeus apologized publicly, pleaded guilty to a misdemeanor charge of mishandling classified information, paid $100,000 and received two years of probation. He’s about halfway through it now. But unlike Broadwell, Petraeus gets to keep his rank ― and the $220,000 annual pension that comes with it. (He was running the CIA and retired from the military when all this went down.) Earlier this year, Secretary of Defense Ash Carter said his department would not demote Petraeus. This move came after Sen. John McCain (R-Ariz.) and Sen. Lindsey Graham (R-S.C.) both spoke up in Petraeus’ defense. While some senators said they’d have a difficult time approving Petraeus for an administration position ― he’s just one of many contestants in Trump’s “Apprentice: Cabinet Edition” ― McCain and Graham have publicly said he’d be a great pick. So, although he’d have to let his probation officer know about any Cabinet appointment, the general is moving on. Neither senator responded to a request for comment from The Huffington Post on Broadwell’s situation.  The military, meanwhile, is weighing further consequences for Broadwell ― specifically for her role in mishandling classified information and for allegedly sending threatening emails to a friend of Petraeus in 2012, right before the scandal broke.  The official would not say what kinds of actions the military is considering, but defended the differential treatment by saying that the FBI had already exacted its punishment on Petraeus, but Broadwell hasn’t been punished. (While it’s true that the FBI did not charge Broadwell, recall that she has lost her rank and security clearance and isn’t being allowed to retire.) It’s hard to begrudge Petraeus his second act; he’s a widely respected general with a long and storied history. But his stellar character and background has been noted throughout the scandal. Broadwell, meanwhile, has been characterized as a “mistress,” a demeaning word for which there is no male equivalent. She’s been accused of bringing a man down and destroying his career because he was forced to give in to temptation; her physical appearance was detailed and dissected. It was a pathetic biblical storyline in which men are innocents in the garden and devilish women are everywhere, dangling forbidden apples in their faces. I’d consider accepting Ambassador-at-large for Global Women’s Equality if asked. Paula Broadwell Broadwell has degrees from several prestigious universities and a stellar career history of her own. Yet she has had trouble getting work because of this scandal, The New York Times reported earlier this year. As if to reinforce this cruel double standard, the Times placed its lengthy and substantive profile on Broadwell in the paper’s Style section, which often features stories on notable women that have little to do with fashion. Imagine a profile of Petraeus there. Undaunted, Broadwell has founded a nonprofit, Think Broader. Its mission is to highlight sexual discrimination in the media ― dropping the use of “mistress,” for example ― and to share data on how many male versus female experts reporters cite. Recently, the group teamed up with Sheryl Sandberg’s women’s nonprofit Lean In to produce a video drawing more attention to women in the military.  Broadwell declined to publicly discuss her current situation with HuffPost, citing its ongoing nature. But with Petraeus so often in the news lately, she did tweet about it. “Since everyone is asking, I’d consider accepting Ambassador-at-large for Global Women’s Equality if asked,” she wrote, alongside an image that said “gender equality.” In other words, if he can return to public service, so can I.  Since everyone is asking, I'd consider accepting Ambassador-at-large for Global Women's Equality if asked. pic.twitter.com/hod8Z0Xr9x— Paula Broadwell (@paulabroadwell) November 28, 2016 Of course, Petraeus has had more luck in the job market; he is a partner at private equity firm KKR and advises the White House. “Five years ago, I made a serious mistake. I acknowledged it, I apologized for it, I paid a very heavy price for it, and I’ve learned from it,” Petraeus said Sunday on ABC’s “This Week,” a TV appearance widely construed as his effort to convince Trump to give him the State role. Several people have already pointed out that Trump is considering a top job for a man who knowingly shared classified information after spending months calling his opponent Hillary Clinton “crooked” for mishandling classified information.  It’s unsurprising that Trump would hold a man and a woman to different standards, exhibiting more empathy for Petraeus. It may be that Trump thinks men are simply better than women. “Donald [Trump] told me that he thought that men were better than women— especially in this field — but that a good woman was better than ten good men,” Barbara Res, who worked as an executive in the Trump organization for 12 years, told Frontline. “I think he believed that women had to prove themselves more than men, so a good woman would work harder.” We all expect this from Trump, but he’s hardly the only one holding men and women to different standards. Broadly speaking, men get more leeway to screw up ― particularly if the screwing up involves an indiscretion with a woman. Obviously, Trump’s OK with that. His inner circle is essentially the Third Wives Club ― Steve Bannon, Newt Gingrich, Rudy Giuliani. These guys have had less-than pristine romantic lives, to say the least. And that’s fine. The problem is when the rules are different for women. -- This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

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06 декабря, 20:51

Discovery of cofactor-specific, bactericidal Mycobacterium tuberculosis InhA inhibitors using DNA-encoded library technology [Applied Biological Sciences]

Millions of individuals are infected with and die from tuberculosis (TB) each year, and multidrug-resistant (MDR) strains of TB are increasingly prevalent. As such, there is an urgent need to identify novel drugs to treat TB infections. Current frontline therapies include the drug isoniazid, which inhibits the essential NADH-dependent enoyl–acyl-carrier...

06 декабря, 15:01

Why the big secret over plans to transform NHS services?

Proposed consolidation of neonatal services could be the reason sustainability and transformation plans (STPs) were drawn up without GPs like meNine out of 10 GPs have not been consulted about sustainability and transformation plans (STPs) in their area by their CCGs. STPs aim to sustain and transform all NHS services for each of the 44 regions in England and implement the the vision of the five-year forward view with its emphasis on self-care, prevention and collaborative working in large multi-disciplinary organisations. The GPs who have been involved in drawing up these five-year plans have roles on clinical commissioning groups (CCGs) and do not necessarily represent the views of their peers. This has generated criticism, particularly from the public and frontline staff who have been kept in the dark, despite many of them trying (and failing) to view the draft plans through several freedom of information requests. Related: STPs: Radical local modernisation plans or the end of the NHS as we know it? | Denis Campbell Continue reading...

06 декабря, 02:26

Massive Bill Targeting Opioid Crisis Is Headed To The White House

WASHINGTON ― As Congress headed toward its summer recess in late June, the fate of a bill that would dramatically reform the opioid treatment industry was in doubt. Despite a lopsided 94 to 1 win in the Senate earlier that year, House Republicans had moved at their own pace, having only passed their version in May. Meanwhile, the White House and Senate Democrats were making renewed demands that any policy improvements come with the federal funds to make a real dent. The White House wanted just over $1 billion, while Senate Democrats were calling for $600 million. The bill’s lead co-sponsor, Sen. Rob Portman (R-Ohio), worried that either amount would have made the bill untenable in the Republican-controlled House. So he asked for a meeting of Republican leaders to hash out a way forward. Senate Majority Leader Mitch McConnell (R-Ky.) agreed to convene it, hosting the previously unreported gathering in his conference room with Portman and Sens. Kelly Ayotte (R-N.H.), Lamar Alexander (R-Tenn.) and Chuck Grassley (R-Iowa).  Portman laid out the predicament for the Comprehensive Addiction and Recovery Act, arguing that it would likely be fatal for the bill to slip past the recess. It would be nearly impossible to get it taken care of in the short time the Senate came back in September, before breaking again for the election. It was now or never, but there was no way he could get enough Republican votes to attach money to it.  Alexander volunteered a solution. He had been working for months on a massive bill to fund medical research, including Vice President Joe Biden’s moonshot bid to cure cancer. It was a multibillion-dollar package. Why not add $1 billion more to it for opioids?  Portman and the other senators in the room gave a thumbs up, and McConnell told Alexander to try to make it happen.  While Alexander worked, Portman and his Democratic co-sponsor, Sheldon Whitehouse of Rhode Island, pushed forward. The bill cleared the House on July 8 and the Senate on July 13. It was signed into law nine days later.  The Alexander bill, the 21st Century Cures Act, never made it before recess and, as predicted, couldn’t get through in the fall. But it came back to life in the lame duck, breezing through the House last week and cruising through the Senate ― despite a late effort by Sen. Elizabeth Warren (D-Mass.) to derail it for Big Pharma giveaways.  The Cures Act moved forward in the Senate by a vote of 85 to 13 on Monday. Read HuffPost’s reporting on how it all came together here.  The vote itself was an emotional one, with Biden manning the chair and watching as the Senate moved to change a portion of the bill to name it after his late son, Beau Biden.  function onPlayerReadyVidible(e){'undefined'!=typeof HPTrack&&HPTrack.Vid.Vidible_track(e)}!function(e,i){if(e.vdb_Player){if('object'==typeof commercial_video){var a='',o='m.fwsitesection='+commercial_video.site_and_category;if(a+=o,commercial_video['package']){var c='&m.fwkeyvalues=sponsorship%3D'+commercial_video['package'];a+=c}e.setAttribute('vdb_params',a)}i(e.vdb_Player)}else{var t=arguments.callee;setTimeout(function(){t(e,i)},0)}}(document.getElementById('vidible_1'),onPlayerReadyVidible); What may be the most remarkable about the money appropriated by Cures is not what it funds, but what it doesn’t. None of it is directed toward the traditional drug war preoccupations of enforcement or imprisonment. Instead, the money goes toward expanding treatment and prevention, beefing up drug monitoring programs and training for health care providers.  “There’s a widespread bipartisan recognition that we’re not out of the woods on the overdose epidemic ― you look at Massachusetts, Ohio, many other states that are now dealing with illicitly manufactured fentanyl, and things keep getting worse,” explained Daniel Raymond, policy director with the Harm Reduction Coalition.  The question now is whether the White House can get the first half of the money out the door before President-elect Donald Trump takes office. Drug Czar Michael Botticelli is confident he can get it distributed, according to two Democratic senators.  The timing is critical. The bill actually requires that the Health and Human Services secretary makes sure to prioritize funding to the states hit hardest by the epidemic.  “I’m relieved that this bill ensures that funding will be directed to the areas of the country with the most need,” Sen. Jeanne Shaheen (D-N.H.) said in a statement to The Huffington Post. “Those on the frontlines of this epidemic have waited long enough for Congress to take this epidemic seriously.”     -- This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

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05 декабря, 23:19

Фрегат ВМС Индии Betwa опрокинулся при выходе из дока в Мумбаи, два человека погибли

Два человека погибли, 14 человек получили ранения, когда при выводе из дока в порту Мумбаи лег на бок индийский фрегат-ракетоносец Betwa Frontline Индийский корабль ВМС INS Betwa после того, как опрокинулся. ИНС Betwa - военный корабль класса Брахмапутра - весит 3850 тонн, 126 метров в длину. Он был введен в ВМС Индии в июле 2004 года позывные НАТО F-39. Он имеет на борту два британских противолодочных вертолета Си Кинг. ИНС Betwa вооружен израильскими противокорабельными ракетами Барак, скорострельными 76 мм пушками Мелара, а также российскими ракетами Klub.(http://www.huffingtonpost...)

05 декабря, 23:19

Фрегат ВМС Индии Betwa опрокинулся при выходе из дока в Мумбаи, два человека погибли

Два человека погибли, 14 человек получили ранения, когда при выводе из дока в порту Мумбаи лег на бок индийский фрегат-ракетоносец Betwa Frontline Индийский корабль ВМС INS Betwa после того, как опрокинулся. ИНС Betwa - военный корабль класса Брахмапутра - весит 3850 тонн, 126 метров в длину. Он был введен в ВМС Индии в июле 2004 года позывные НАТО F-39. Он имеет на борту два британских противолодочных вертолета Си Кинг. ИНС Betwa вооружен израильскими противокорабельными ракетами Барак, скорострельными 76 мм пушками Мелара, а также российскими ракетами Klub.(http://www.huffingtonpost...)

04 декабря, 15:05

Airlines Bend the Truth About Compensation. Is Anyone Surprised?

Is your airline telling you everything? After a government operation that netted four airlines, the unsurprising answer is: No. Last year, the U.S. Department of Transportation (DOT) dispatched plainclothes investigators to a dozen American airports under the code name “Task Force Lightning.” When it comes to the proper treatment of air travelers, regulators wanted to ensure that airlines’ front-line employees knew the rules. Many didn’t. Related post: How to fix any consumer problem. Alaska Airlines, American Airlines, Southwest Airlines and United Airlines failed the surprise inspections, incurring small, but embarrassing, fines from the DOT’s Office of Aviation Enforcement and Proceedings. A closer look at the enforcement actions, which were issued in August, points to a truth about flying that you can pack on your next trip: Even the most reliable airlines often can’t be trusted to tell you everything. The investigation covered compliance with a wide range of rules, including denied-boarding statements and liability limits for lost luggage. If your flight is oversold and you’re denied boarding, your airline is usually required to compensate you on the spot — or within 24 hours, under certain circumstances — with cash or a check. The amount varies based on the length of your delay and whether your flight is domestic or international. Currently, that amount could be up to $1,350. When it comes to luggage, federal regulations say an airline may not limit its liability for provable direct or consequential damages resulting from the disappearance of, damage to or delay in delivery of a passenger’s baggage to an amount less than $3,500 per passenger. The DOT publishes these rules in its helpful online brochure — FlyRights — which can be found on the DOT site. Consider Alaska Airlines, an air carrier whose customer-service scores are among the industry’s highest and which has an enviable reputation. Its agents failed to produce current copies of the airline’s written denied-boarding statement. On several occasions, employees showed DOT staff outdated copies of the denied-boarding statement that listed compensation amounts which were, in some cases, as many as five years out of date. Also, signage at certain airport ticket counters and boarding gates claimed that the airline’s domestic baggage liability was limited by regulation to amounts of less than $3,500. Alaska Airlines was fined $40,000. How about Southwest, another carrier with a clean reputation when it comes to service? During compliance inspections, some of its agents failed to show up-to-date copies of Southwest’s written denied-boarding statements. One agent in Oakland, Calif., offered “only a partial copy” of the statement, which contained compensation amounts $25 to $50 below the actual amounts. Like those at Alaska Airlines, Southwest agents in Salt Lake City produced ticket notices or displayed signage at some airport ticket counters that purported to limit the carrier’s domestic baggage liability to amounts less than $3,500. Some of the information offered by the agents was more than three years out of date, according to the DOT. Southwest was fined $40,000. The presence of American and United will probably come as less of a shock. And American’s rap sheet will look familiar by now. It includes failing to produce a denied-boarding statement and offering outdated statements, some more than five years out of date. Total fine: $45,000. Ditto for United, which is said to have been unable to show copies of its denied boarding statement at either the ticket counter or the boarding gate. It also produced outdated copies of the statement. United was fined $35,000. In the DOT consent orders (directives adopted to avoid litigation) the airlines issued boilerplate rebuttals that say they take their obligations to provide accurate information seriously and are committed to delivering a positive travel experience. Taken together, however, the documents suggest that while airlines are required to offer information about compensation for denied boardings and lost luggage, they may not always do so. Air travelers say “Task Force Lightning” is a good start, but they want to see more. “The government should have the airlines go back and identify every instance where incorrect information has been provided and correct it,” says Joe Farrell, a lawyer and frequent traveler from San Antonio Heights, Calif. “That would be a meaningful exercise of regulatory power. Fining them chicken feed results in behavior that is no different.” Others agree that the fines were not enough. “I’m not sure that’s much of a deterrent to airlines,” agrees David Brakebill, who works for a nonprofit organization in Key West, Fla. “If the DOT were serious, they’d have fined them in the hundreds of millions.” But insiders at the DOT, speaking on the condition of anonymity to speak freely, say the goal of its task force was educating frontline airline employees, rather than just managers and executives at headquarters, and they tell me “Lightning” may strike again, with more plainclothes investigators at airports. For the time being, check to see what your rights are when your flight is delayed or your luggage is lost. Your airline may not be a reliable source. After you've left a comment here, let's continue the discussion on my consumer advocacy site or on Twitter, Facebook and Google. I also have a newsletter and you'll definitely want to order my new, amazingly helpful and subversive book called How to Be the World's Smartest Traveler (and Save Time, Money, and Hassle). -- This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

02 декабря, 21:10

Woo, Wow, and Win: Stewart and O'Connell on Designing Customer Delight

In their new book, Thomas A. Stewart and Patricia O'Connell explain the art, strategy and vital necessity of building customer service into the fundamental structure of a company. Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight is an insightful, practical, and, yes, often delightful guide to creating services that turn customers into loyal, enthusiastic fans. Rule number one of business is that the customer is always right. But you argue that what is more important is identifying the right customer. Why and how do you do that? TAS: The history of that "rule" is interesting. It appeared on both sides of the Atlantic at about the time big department stores emerged, and it was a slogan that was used to remind help not to be rude. It's about manners. It's not about strategy. POC: It makes no sense for a company or business of any kind to twist itself in knots or distort itself to try to serve a customer or client that is asking for things that aren't part of its value proposition. That's where it becomes about strategy. TAS: There are many ways in which companies are tempted away from focusing on their right customer, their sweet spot. The pressure to grow, for example, can cause companies to lose focus. It's very hard to say "no" to potential customers. In some cases, it's illegal--and it should be. But when a customer or client isn't the right fit, you can steer them, often directly. I know of a bank that sat down with customers who weren't profitable, showed the data, and quite directly said that the bank couldn't continue to serve them unless the relationship became profitable. Some customers left. Others brought new, profitable business to the bank so as to continue the relationship. Why do you emphasize or at least use the language of design rather than culture? TAS: Culture is a living, breathing thing, but it's an end-product--a response to stimuli--and it's almost impossible to manage directly. If there were country songs about business, "I fought the culture and the culture won" would be permanently on the top of the charts. If you get the design right, the culture will start to shift in the direction you want. You don't get great customer experience solely by hiring nice people or exhorting them to be customer-centric. You get it by building service and experience into the structure and routines of the work. Whether it's ethics, manners, or quality, management should design an organization that makes doing the right thing easy. You urge companies to get feedback from customers, which is great, but aren't customers today burned out on the endless series of questionnaires urged on them from every place they do business? Are those responses truly insightful and helpful? TAS: We think most of those feedback forms are dumb. I fly Delta a lot, and after every flight I get the same questionnaire. If the flight was badly delayed, there's an opening sentence or two apologizing for the problem, but the questions are unchanged. I know what they're doing--collecting data for what's called a Net Promoter Score--but to pretend that it's a feedback survey is just ridiculous. Similarly, most hotel surveys are designed to check on employee behavior (did the receptionist smile? was your breakfast on time?), not customer experience. Surveys can be a way to check a company's vital signs,but the real insights come from empathy--from deep studies of customer wants and needs and from walking in the customer's shoes. Cars have cup holders and make-up mirrors behind the visor because anthropologists working for Japanese car-makers went and watched what Americans do in their cars--juggling coffee and a donut on their way to work, putting on lipstick and mascara at traffic lights. That's design thinking! POC: We created a Service Design Report Card. It allows companies to rate themselves on ten attributes of superior service, ranging from empathy to efficiency. There's an interactive version of it on our website. Companies looking for ways to improve their customer surveys might use that report card as the basis for developing feedback that will be more illuminating. How has social media affected the way companies respond to their customers? POC: Social media can be a great two-way communication tool - allowing not just a conversation between one customer and a company, but between the company and many customers. Yes, sometimes customers have to resort to embarrassing a company on social media to get attention, and customers shouldn't have to resort to that. I wonder if Delta would have decided to ban for life the person who was recorded doing a political rant - complete with obscenities - had that recording not gone viral? But social media is not a weapon. If a customer goes online and complains about something they really don't have a right to - again, that goes back to the idea of your "right customer'' - a company shouldn't feel bullied into trying to make that customer happy. Why does one of your sources refer to himself as "chief office of pain points?" Should every company have someone in that position? POC: The Chief Officer of Pain Points--his real title is Chief Operating Officer of Mobile Mini, whose mobile storage units you can see at construction sites across the country--was trying to figure out what their customers' pain points were, and not just deal with them but eliminate the source - get to the root of the problem. And Mobile Mini has done that to a large extent. For example, the company had centralized its customer service line, but that turned out to be a bad idea. The temporary storage market is very local - customers wanted to speak with the people who knew them, knew the area, and were familiar with their specific issues. Every company should have someone if not with that title with that role, and the goal should be eliminating the source of problems as much as possible. It's interesting. Just in the amount of shopping online I've been doing for the holidays, I'm noticing that I'm getting emails from the "Customer Care" department - not "Customer Service." Of course, a title change or a department name change doesn't matter if you haven't designed the service offering to back it up. How do you make changes to stay innovative without alienating or confusing your loyal customers? POC: You listen to customers, and you also listen to your frontline employees - the people who have the most contact with customers. Innovation is a process and should be constant, organic, and in line with what you do. It would confuse customers if a PR firm started offering accounting services - and would also make little strategic sense for the PR firm. Also, you look at your competition - who may not be obvious. Are Starbucks and Dunkin' Donuts really competitors? We would argue no, even though they both serve coffee. Dunkin' is about getting people going - fast. So who else wants to do that? A gas station, a convenience store. TAS: Innovation is different in services companies than in product companies. In the latter, it's likely to be concentrated in an R&D department. But service innovation can happen anywhere--in new offerings, which are like new products, but also in new "playbooks" for employees, new features and buttons on the website, and so on. Managing services innovation means looking for opportunities to improve at every touchpoint. How important to customers are reputational issues not directly related to services, like sustainability? POC: That can be part of a company's brand, which is also an aspect of strategy. Customers make choices based on a variety of reasons, and a company's values can certainly be among those reasons. But if the service component isn't there, a customer isn't likely to stick with you. They are coming to you to solve a problem, get a job done. If you can't solve their problem, they'll find someone who will. TAS: Add ethics to the reputational issues that service design can support. Take Wells Fargo: There's nothing wrong with a strategy of cross-selling. Every bank wants to do that. But to do it right you want to design offerings that allow customers to see the value when they buy more - and also to allow customers to see what they are getting -- not by hectoring and harassing employees to sell, sell, sell. And certainly not by condoning fraud! Do "your call is very important to us" phone trees cost more than they save? TAS: Phone trees are one of my pet peeves. "Listen closely as our menu options have changed"--seriously? You changed them again? There's no reason why phone trees cannot be elegantly designed so that you can get quickly and painlessly to a person, if that's what you need, and not wade through so much junk that, by the time you get to a person, you need to vent for five minutes. There was an article in the New York Times a few weeks ago that confirmed what I had long suspected: That tech support is sometimes deliberately designed to frustrate customers. I think of this as "SOL" customer service--you were stupid enough to buy from us, well, that's your problem. A lot of what you write about is applicable to other relationships, even dating or workplaces. Have you ever thought of adapting it for other audiences? TAS: Well, Nell, you're the "Movie Mom" and would probably advise that we make sure the original is a hit before planning the sequel, but, yes ... POC: Shhh, that's the next book! But yes, you are correct, the principles do apply in all kinds of relationships, and also can help customers do a better job at their end of the relationship - and really, what the goal of a business should be is building a relationship with clients and customers. That moves it beyond a transaction, or even a series of transactions. If there's not the connective tissue of what we call customer capital, you don't have a relationship. -- This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

02 декабря, 19:34

In Aleppo, I Saw Why Assad Is Winning

Russian and Iranian troops have helped Assad retake a rebel stronghold, but there was more to his strategy to keep power than naked force.

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02 декабря, 04:26

One of Russia's Most Lethal Fighter Jets Has a Strange New Role

Dave Majumdar Security, Europe Airshow performer.  The Russian Aerospace Forces are starting to convert their aerial demonstration team onto the powerful new Sukhoi Su-30SM Flanker-H. The Russian Knights aerial demonstration team currently flies the original Su-27 version of the Flanker. But exactly why the Russians would allocate some of their best operational combat aircraft to an aerobatics team is somewhat puzzling. The Su-30SM is gross overkill for a mission that is mostly formation flying over the public at airshows. A cheaper, less sophisticated aircraft such as the Su-30M2 would have made more sense if the Russian military absolutely needed a new frontline fighter to showcase at such events. “A second batch of Su-30sm have just arrived in Kubinka from the factory for the Russian Knights,” a Russian defense ministry spokesman told the Moscow-based TASS news agency.  “The air group is fully equipped with new fighters for the new training period. Starting on Dec. 1, the pilots will fly the new aircraft.” However, while the Russian Knights aerial demonstration team will fly eight Su-30SM fighters, they will retain a number of Su-27s. Presumably with the addition of the thrust-vectoring Su-30SM into the mix, the unit will add new maneuvers to their routine that take advantage of the new jet’s capabilities. The U.S. Air Force’s Thunderbirds, which are that service’s demonstration team, currently flies the Lockheed Martin F-16C Block 52D version of the Fighting Falcon. Indeed, the Thunderbirds are among the very few active duty Air Force units to fly the Pratt & Whitney F100-powered versions (the F100-PW-229 variant in this case) of the F-16. There was a lot of grumbling among U.S. Air Force pilots about Thunderbirds operating some of the newest and most capable F-16s in the service’s inventory when the squadron traded in their older F-16 Block 32 jets. Even the unit’s then-commander agreed that the Thunderbirds did not need those newest frontline aircraft. Read full article

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01 декабря, 20:05

Battle for Iraq's Mosul could take months: ICRC

GENEVA (Reuters) - The Iraqi government's assault to retake the city of Mosul could take months, prompting more and more civilians to try to flee to avoid being trapped between frontlines, a senior official of the International Committee of the Red Cross told Reuters.

01 декабря, 19:06

How Young Gay Men Are At The Frontline Of AIDS Prevention In China

Young gay men are the frontline of China’s battle to prevent the spread of HIV/AIDS, with new cases occurring at one of the fastest rates of any segment of the population. More than 2,300 students between 15 and 24 tested positive for HIV/AIDS in the first nine months of this year, with new cases in the group increasing fourfold since 2010, according to data from the Chinese Centre for Disease Control and Prevention (CCDCP) that was cited by the official Xinhua News Agency late on Wednesday. By the end of September, more than 654,000 people were living with HIV/AIDS in China, Xinhua said. As the problem worsens, Beijing has turned its HIV/AIDS prevention efforts towards high-school and university students. China’s first-ever health center focusing on preventing the spread of the human immunodeficiency virus, which causes Acquired Immune Deficiency Syndrome, among those aged 15-24 was opened in Beijing on Saturday, according to the official China News Service.   The proportion of cases caused by unprotected sex between males in that age group had risen to more than 80 percent from around 60 percent in 2008, Bao Yugang, China director at the AIDS Healthcare Foundation, a non-profit group told China News at the launch of the center. World AIDS Day is celebrated on Thursday and Peng Liyuan, China’s popular First Lady and a World Heath Organization HIV/AIDS prevention goodwill ambassador, attended an event at a Beijing university on Tuesday to raise awareness among students. The government has struggled to raise awareness about safe sex and the need for regular checks among high-risk groups, with many HIV-positive individuals going untested. “When I was first confirmed (as HIV-positive) it wasn’t because I intentionally went to get tested, it was when I was having treatment for an illness in hospital, the hospital just did a test without telling me,” said Xiao Ji, a 25-year-old who identifies as gay man and who used a pseudonym. “When the results came out (the hospital) refused to treat me,” he said. The spread of HIV/AIDS remains a serious issue in China, with nearly 9,000 deaths from AIDS and more than 34,000 new cases in the first eight months of 2016, according to a CCDCP report. According to UNAIDS, many men who have sex with men do not see themselves as homosexual. Many are also married or have sex with women. Wu Zunyou, director of the Chinese National Centre for AIDS/STD Control and Prevention, said: “Because of reasons related to fear, exposure of their identity, exposure of the fact that they’re infected, and discrimination, those who have contracted (HIV) don’t wish to talk about their own identity as a host of the disease.” (This story has been corrected to show that fourfold increase is among students, not all young gay men, in paragraphs 1 and 2) (Reporting by Natalie Thomas, Joseph Campbell and Christian Shepherd; Writing by Christian Shepherd; Editing by Paul Tait) -- This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

18 января 2013, 17:16

euronews on the frontline - Европа борется с киберпреступностью

http://ru.euronews.com/ Представьте себе мир, где преступники действуют совершенно безнаказанно. Мир, в котором данные Вашей кредитки можно приобрести за 1 доллар, а заработать на таком бизнесе один триллион долларов в год, или 770 000 000 евро. Программа "На линии огня" провела собственное расследование, чтобы понять, как бороться с организованной преступностью в кибер пространстве, а главное - как победить. Эксперты в области кибербезопасности предупреждают, что в 2013 году кибератаки на финансовый сектор станут еще более изощренными и вредоносными и могут привести к миллионам долларов убытков. Наша зависимость от интернета растет, а вместе с этим резко увеличиваются возможности мошенников и преступников. О противостоянии растущей угрозе мы поговорили с Троэлсом Оертиномг, главой Европейского центра по борьбе с кибер-преступлениям и Риком Фергюсоном, директором Trend Micro, компании, разрабатывающей программное обеспечение для защиты информации. Ñ�оциальные Ñ�ети : YouTube: http://bit.ly/zqVL10 Facebook: http://www.facebook.com/euronewsru Twitter: http://twitter.com/euronewsru