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It's a well documented fact that the world is ageing. This is an unprecedented phenomenon; without parallel in history. While the proportion of persons over 60 years of age increases, the number of people under the age of 15 is declining. |
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Tuesday, 07 November 2006 |
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A survey of 6,000 organizations demonstrated that employers place great importance on customer handling skills. Despite this, statistics from the survey demonstrated that more than half -- 57 percent -- of employees in skilled jobs lack this vital skill. |
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Monday, 06 November 2006 |
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While businesses dare not say that aloud, customers have little trouble getting that message when things go wrong. They see it in inattentive clerks. They hear it in unreturned phone calls. And they feel it in inflexible corporate policies. |
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Monday, 06 November 2006 |
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There's an oft-heard slight in professional realms: "Those who can't do, teach." If taken seriously, this notion would leave marketers lost in their attempts to build consumer loyalty. |
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Friday, 03 November 2006 |
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Companies see green in this graying generation's attitudes and outlook on life. |
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Friday, 03 November 2006 |
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A recent survey showed that while gas prices have increased by a third and electricity prices by 13.7% over the past year, satisfaction scores among consumers have fallen. |
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Friday, 03 November 2006 |
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Most contact center leaders are battle-tested enough to know that each and every customer interaction is a test of the service organization as a whole. |
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Thursday, 02 November 2006 |
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Here's a shocker for traditional brick-and-mortar merchants: Online behemoth Amazon.com took the top spot in a national study of retailers with the best customer service. |
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Thursday, 02 November 2006 |
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Everyone has a bad-service story, both minor and major. Here are some of my top suggestions for companies. |
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Wednesday, 01 November 2006 |
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Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. |
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Wednesday, 01 November 2006 |
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