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Companies can reap huge cost savings by moving their call-center operations to another country where the cost of labor is cheaper. However, the move is risky because of cultural barriers, which can put customers off. The answer is training, which can help smooth over accents and -- more importantly -- help agents solve customers' problems. |
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Friday, 11 April 2008 |
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In tighter economic conditions, customer engagement is more important than ever. And leading-edge firms such as Starbucks and Chrysler are embracing social networking technologies to ignite emotional connections with their customers. |
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Thursday, 10 April 2008 |
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There is a big difference between active and passive customer communities. For an example of a passive community, take a look at Starbucks' new MyStarbucksIdea.com community site. These sites are useful ways to gather customer input, and I have referred to them as automating the suggestion box. There's nothing wrong with that, but a suggestion box is not a community. |
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Thursday, 03 April 2008 |
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Despite their declarations, organizations default to past successes -- which have typically been product-centric. They want to believe that what worked before will continue to work. "We made our numbers last quarter," they argue, forgetting that "making the numbers" often requires heavy discounts that reduce customer value and erode customer loyalty. Lofty statements too often end up as small and meaningless actions. |
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Wednesday, 02 April 2008 |
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When used effectively, employee recognition programs are powerful tools. According to Recognition Professionals International, "formal, informal and day-to-day recognition programs, when linked to the organization’s values and goals, can create a culture of recognition that enhances employee engagement, performance and retention." |
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Wednesday, 02 April 2008 |
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In a world where feature and price advantages can be quickly matched, if not bettered, by competitors from virtually anywhere in the world, a company's best source of sustainable competitive advantage may be the customer experience it delivers. |
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Wednesday, 02 April 2008 |
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Engaging employees, while clearly important, is not sufficient to sustain maximum levels of individual and team effectiveness over time. Too many workers are stymied on the job, held back by roles that do not suit them or work environments that get in their way. |
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Wednesday, 02 April 2008 |
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A new study finds that the majority of consumers visit a company's Web site to research products and services -- but less than half say the information to be found there meets their needs. |
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Tuesday, 01 April 2008 |
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Without customers, you don’t have a business. But it’s difficult and costly to land a customer. So once you have a customer, how do you keep them coming back? That’s where customer retention and loyalty programs come in. |
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Monday, 31 March 2008 |
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A few weeks ago, in the Toronto Star, there was an article titled "How We Live – 'Loyalty' a Moving target". The facts were compiled by Peggy Mackenzie based on information from Ipsos Reid. And the facts tell quite the story about employee loyalty. |
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Monday, 31 March 2008 |
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