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gh the customer’s eyes was the challenge facing Tim Yeltin, director of new development for Charlson Broadcast Technologies (CBT), a Northern Kentucky that has been bringing IT innovations to the horse racing industry since 1985. The psychology of selfservice WHAT WOULD WE DO? : ?Know our mission statement WHAT WOULD WE DO? : ?Know our mission statement ?Make sure our people know it and believe in it WHAT WOULD WE DO? : ?Know our mission statement ?Make sure our people know it and believe in it ?Don’t ‘fake’ it WHAT WOULD WE DO? : ?Know our mission statement ?Make sure our people know it and believe in it ?Don’t ‘fake’ it ?Diversify and enhance but don’t lose sight of your core purpose WHAT WOULD WE DO? : ?Create ‘heroes’ WHAT WOULD WE DO? : ?Create ‘heroes’ ?Bee relevant to our ‘market’ WHAT WOULD WE DO? : ?Create ‘heroes’ ?Bee relevant to our ‘market’ ?Create a marketing calendar WHAT WOULD WE DO? : ?Create the right environment WHAT WOULD WE DO? : ?Create the right environment ?Embrace technology WHAT WOULD WE DO? : ?Create the right environment ?Embrace technology ?Make it interactive WHAT WOULD WE DO? : ?Create the right environment ?Embrace technology ?Make it interactive ?Break the barriers – encourage talk! Man Vs Machine – What are the implications of a cyb society? The psychology of speed dating? the origin of magical beliefs and London’s first mediaarts festival launches WHAT WOULD WE D