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In the increasingly competitive hotel industry, recent trends indicate that brand is fast becoming the most important ingredient for success. This according to Hospitality 2010, Deloitte’s latest research in the future of the tourism industry. |
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Monday, 17 September 2007 |
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It’s all about the customer: 71 percent of business operators said their top business objective is increased loyalty and customer satisfaction, according to a recent Manufacturing Insights survey of 800 companies. But their number-one supply chain objective is to reduce manufacturing and logistics costs. |
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Tuesday, 11 September 2007 |
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Efficiency will never go out of style in business. Yet in an industry that is largely transitioned from one-dimensional call centres to e-mail, Web chat and the full-fledged multimedia contact centre, making a contact centre more efficient isn't enough to make it competitive. |
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Thursday, 06 September 2007 |
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Few topics in customer management are quite so emotive as that of contact centres. And when the contact centres in question are offshore, you are talking about an issue that could practically be jailed for ‘incitement to riot’. But with the sector maturing and public concern quelling, surely it’s time for a reappraisal of the pros and cons of contact centre offshoring? |
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Thursday, 06 September 2007 |
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If you ask customers what they want from their telephone interactions with companies, the answer is almost always going to be satisfaction. The people who control the contact center don't have the same response. Corporate goals and workforce realities can pull the contact center in conflicting directions, leading to decreased customer satisfaction, according to a new report |
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Tuesday, 04 September 2007 |
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With about 16 months left in office, the Bush administration is not giving up on pay for performance. And federal unions and many employees are not giving in to the administration. Union opposition has taken the wind out of the pay-for-performance project at the Department of Homeland Security, and slowed the rollout of a new pay system for the rank and file at the Defense Department. |
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Monday, 03 September 2007 |
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The hours were long, and the work was hard. Attention to detail was very important. Our clients paid a lot for our services and they knew it. They expected the best from us. They expected us to know their names, their favorite things—even their allergies. The customer never had to ask for something twice. Anticipating their needs always meant extra points! |
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Wednesday, 29 August 2007 |
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What do your customers think about the products or services you sell? How satisfied are they with a recent event you hosted or the interaction they had with one of your employees? |
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Wednesday, 29 August 2007 |
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Crowdsourcing is a technique that sophisticated companies use to translate the enthusiasm of their most highly-engaged customers into valuable marketing, branding, or product-development insight. |
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Monday, 27 August 2007 |
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We are driven by customers, we react to feedback, and we build organizations to interpret this feedback into market-driven solutions and products. In a perfect world, right? We have different motivations to gather customer information. |
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Friday, 24 August 2007 |
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