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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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We hear often, and statistics prove, that underserved markets, women, and young first-time home buyers have made significant homeownership gains in recent years, and the expectation is the trend will continue. Given the outlook, marketing and advertising through segmentation takes on greater significance. The reason is simple. Targeting the consumer, or dividing the consumer population into subsets that are highly varied and emerging, is critical to growing profitability and reaching consumers in today’s market. |
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Monday, 20 August 2007 |
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Customer experience has become an art. These days, customers seldom pay for products alone - they pay for the experience that comes with the purchase, as anyone out for some “retail therapy” will tell you. When purchasing a coffee from the high street the 'experience' part is easily identifiable - smiling staff, the smell of freshly brewed Americano, soft music and comfortable couches all add to the mix. So how does this translate when buying online? |
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Monday, 20 August 2007 |
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Ever had a customer experience that left you with a genuine sense of delight? On the other hand, have you ever had an encounter with a company that left you gnashing your teeth and griping about the event for weeks on end to anyone who’d listen? If you’re like most people, you can answer both questions (especially the second one!) with a resounding yes. But did you ever stop to wonder precisely what it was that went so right—or in the second case, so terribly, horribly wrong? |
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Monday, 20 August 2007 |
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As customer experience managers march into position, poking at processes, tracking down touchpoints and kicking-off feedback systems, in another part of the ‘enterprise’ a particularly efficacious ‘brand building’ technique is simultaneously springing to life. This technique points the way to the future of engaging customers with better experiences - yet it is doubtful whether many customer experience managers even know about it. The technique is experiential marketing. |
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Friday, 17 August 2007 |
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Market pressures and improving customer service have long been key components of contact center strategies. Best-in-Class companies identify the need to remain competitive as the top driver that organizations should consider when implementing an intelligent contact center. The need to improve first contact closure rate is highlighted by companies as the second driver. |
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Friday, 10 August 2007 |
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