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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
Retaliation Nation
A recent U.S. Supreme Court ruling will stir up a new wave of retaliation claims.
Monday, 02 October 2006
Making a Place for Ethics
Three years ago, Rose Shyman added an ethics program to her duties as director of global security at American Standard Cos. It was a change that brought the company together.
Tuesday, 26 September 2006
Retailer Sets Customer-Service Standard
Although Nordstrom is famous for high-end apparel and shoes, its exceptional attention to customer service has set it apart from and ahead of the competition.
Wednesday, 06 September 2006
Brand Product or Service to Build Customer Loyalty
For 20 of the past 22 years, my uncle bought a new Cadillac every two years like clockwork. That is brand loyalty. For a small business, customers with a preference for your particular brand of product or service, it is the ultimate goal.
Tuesday, 29 August 2006
Does Your Company Culture Drive Away Your Best Workers?
It is the organizational culture that poses the greatest stress for today's employees. Organizational culture is simply the sum total of customs, actions, attitudes, and ideas that permeate a given workplace.
Thursday, 24 August 2006
Your Corporate Culture's Artifacts - What Would Indiana Jones Say?
Archaeologists live for artifacts. As they unearth these fragments of the past-a shred of fabric, a silver pot, a crumbling wall, an ancient writing-they slowly begin, piece by piece, to build their understanding of a culture long gone.
Thursday, 24 August 2006
Business Attire: The Office Cover-up
After fielding a barrage of calls from regional managers this summer, Steve Keyes, human-resources officer at Nationwide Mutual Insurance, faced a quandary: what to do about exposed midriffs in the office.
Friday, 11 August 2006
Ethics Impact Employment and Productivity
Whether a company acts ethically is a significant factor in the average American's willingness to work for an employer. In fact, more than one in three employed Americans have actually left a job because they disagreed with a company's business ethics.
Friday, 11 August 2006
Telecommuting’s Quiet Storm
Working at home is close to an explosion as the MySpace crowd commandeers the workplace.
Thursday, 10 August 2006
Call Center 2.0?
Muzak filters softly across the telephone wires. Your frustration builds. A woman makes promises she can't keep: "We will be with you as soon as possible."
Wednesday, 09 August 2006


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