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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CULTURE
Profit Sharing 'Would Boost Employee Productivity'
It was found that more than 50% of UK workers think they would be more productive if they were able to share in their company's profits, while over a third said they would work harder if earnings were linked to performance outcomes.
Thursday, 19 August 2010
Nudge a Worker Toward Company Goals with Good Coaching
An effective coaching process will help change people's attitudes, awareness and skills. And that ongoing process benefits the individual and the organization. Here are some tips to help you.
Tuesday, 03 August 2010
Eight Elements of Employee Engagement
Leadership -People don't leave companies, they leave bosses. But it's not just about the boss, it's about the company encouraging its employees to think about ways that they can add value.
Tuesday, 03 August 2010
10 Best Companies for Employees ... and Shareholders
Recent studies have also shown a strong positive relationship between employee satisfaction and long-term share performance.
Monday, 21 June 2010
How Your Employees Can Make or Break a Brand Relationship
Corporate mantras don't always translate to where it really matters: the "moment of truth" when the customer actually comes in contact with the employee who has been challenged to "live" the company's brand promise.
Wednesday, 21 April 2010
Zappos Retails Its Culture
The online shoe seller is marketing its playful, customer-friendly model to other businesses. The goal behind these activities is to build more buzz around the Zappos brand and its extreme customer service.
Monday, 11 January 2010
How engaged is your team going into 2010?
“Let’s be very clear - employees will never deliver a consistently great customer experience unless they are having the same, so putting your people first must be a priority. From here you can improve employee engagement and create the magic customers are looking for at the front counter.”
Wednesday, 23 December 2009
Art and Science of Motivating Employees
Within six months, Symantec's employees were earning 800 rewards a week, and employee engagement levels rose strongly during the program.
Thursday, 03 December 2009
Study: Management Training Improves Customer Satisfaction
The study showed that companies with the strongest emphasis on learning and development for this key employee group improved employee performance by a 2-to-1 margin over all other organizations, and improved customer satisfaction by nearly 3-to-1.
Wednesday, 18 November 2009
Whistle-But Don’t Tweet-While you Work
More than half (54%) of CIO’s interviewed recently said their firms do not allow employees to visit social networking sites for any reason while at work.
Thursday, 15 October 2009


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