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Cost-conscious outsourcing could cripple your business for years if you don't hammer out innovation expectations up front An important survey of major companies using outsourcing services shows a deep dissatisfaction with the outsourcing experience despite the fact that these same companies say they achieved as much as a 25 percent ROI. |
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Wednesday, 20 February 2008 |
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Those dissatisfied with outsourcing deals cited high costs, poor communications, and underestimating the project's scope. Too many businesses take a short-sighted view of their outsourcing contracts, concludes Deloitte following a recent study. |
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Monday, 18 February 2008 |
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Poor customer service from airlines is legendary. It's cliche. It's so common that when we do get great service we feel like we've won the lottery, if only for a moment. But it doesn't have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently. |
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Friday, 08 February 2008 |
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Without metrics to track performance, marketing and business plans are ineffective - Businesses need to know which success factors require measuring and understand the difference between measurements - the raw outcomes of quantifying; metrics - ideal standards for measurement; and benchmarks - the standards by which all others are measured. |
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Wednesday, 06 February 2008 |
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Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built. |
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Tuesday, 05 February 2008 |
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Drawing from the manufacturing sector and the concepts of six sigma, the service industry has often made attempts to standardize its processes, with disappointing results. |
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Tuesday, 05 February 2008 |
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In the current environment, the three most important words in real estate, “location, location, location,” may have been replaced by “Know thy lender.” As the mortgage industry shifts-like an economic version of an overactive geologic fault line-it is critical that real estate brokers maintain control of the financing and home-purchase customer experience. |
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Tuesday, 05 February 2008 |
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If you trace errors or service complaints back to the root cause, about 80 percent of the time the fault lies in the system or practices of the organization. Only about 20 percent of the time can it be traced back to someone who didn't care or wasn't conscientious enough. All too often we ask "who" rather than "what" went wrong. |
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Tuesday, 29 January 2008 |
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Differentiated customer experience is the new mantra for business leaders. As products and services get commoditized, smart businesses are seeking customer loyalty (and profits) through customer experience. In the past decade, businesses have increasingly outsourced their customer contact centers. |
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Monday, 28 January 2008 |
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You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the first word in the question, not the topic? Questions arranged chronologically…in the order they've been received by the receptionist? Maybe the answer to your question is in there somewhere, but you'll never find it. |
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Wednesday, 23 January 2008 |
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