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A new study calls for a major shift in thinking about how companies should interact with their customers. Companies must become 'empathy engines,' execute an organization-wide approach to providing service to their customers. |
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Thursday, 18 January 2007 |
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Every proactive step a financial institution takes with its customers adds up to the great experience that is critical to profitability, loyalty and referrals. Consultative selling done right is a key ingredient. The fact is that financial institutions are in a sales environment that includes service, not the other way around. |
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Monday, 08 January 2007 |
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The branding experts said he desperately needed help with his image and message. (He did?) They'd do the job for free. (They would?) In the end, Dave Hirschkop, of Dave's Gourmet, was offered six distinct approaches for rebranding his company. So here's the big question: Is it crazier to change everything or nothing? |
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Monday, 01 January 2007 |
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There is no better time to retune marketing, sales, and service operations--it may influence customer loyalties later in the year. |
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Friday, 29 December 2006 |
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If the arguments about the benefits for companies to act – and being seen to act – in a responsible and ethical manner have largely been won, important now is credible measurement of these actions. |
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Tuesday, 12 December 2006 |
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Fanatical customer service has sown the seeds of deep customer loyalty, which in turn has attracted new customers. The other nice thing about providing exceptional service: You can charge for it. |
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Thursday, 07 December 2006 |
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No schedules. No mandatory meetings. Inside Best Buy's radical reshaping of the workplace |
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Monday, 04 December 2006 |
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Share your expertise with the world to raise your profile and your business's brand recognition. |
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Tuesday, 07 November 2006 |
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Build a culture where individuals are expected to take responsibility, seek solutions and take action by asking the right questions of them. |
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Friday, 03 November 2006 |
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If you work for a hospital or a medical group, you're probably familiar with the phrase “organizational excellence.” Culture change in healthcare has become more than a trend, it's a movement. |
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Wednesday, 01 November 2006 |
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