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Focusing on the customer may sound like an easy philosophy, but it can be difficult to implement in marketing strategies. Small businesses often do not realize that they can attract more clients by appealing to their needs rather than simply talking about the company’s own product or service |
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Friday, 01 February 2008 |
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Hotels have to continuously focus on whether they're providing line level team members with the right tools, and also to rigorously measure the customer experience. |
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Friday, 01 February 2008 |
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Companies that want to benefit from self-service should start off by identifying the most regular high-volume service interactions, and by understanding which of these can be moved across to automated electronic channels. |
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Friday, 01 February 2008 |
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Most successful businesses have a culture of setting and achieving goals. The concept of goal setting is applicable to both corporate and personal achievement. Although goal setting and measurement could be difficult, the following techniques will make it easy, interactive, encouraging, and motivational. |
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Tuesday, 29 January 2008 |
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If you trace errors or service complaints back to the root cause, about 80 percent of the time the fault lies in the system or practices of the organization. Only about 20 percent of the time can it be traced back to someone who didn't care or wasn't conscientious enough. All too often we ask "who" rather than "what" went wrong. |
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Tuesday, 29 January 2008 |
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There are various federal banking laws, U.S. Postal Service mailing regulations and state laws governing lotteries, gifts and prizes that cover these types of events, so doing your homework is important. State laws in these areas typically are not subject to federal preemption for federally chartered entities because they do not purport to regulate the underlying business |
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Monday, 28 January 2008 |
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Employers across Canada must adapt to a generational shift that is transforming the labour market, warns a leading workplace researcher. And companies that don't "get it" will be replaced by new ones that respect the changing wants and attitudes of young employees, says Prof. Linda Duxbury of Carleton University's Sprott School of Business |
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Monday, 28 January 2008 |
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Employees make up a company's own central intelligence agency. Creatively tapping into that inner intelligence can lead to valuable process improvements. With all due respect to the consulting industry, one of the best resources for improving an organization's performance is one that companies already have in place: their employees. |
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Monday, 28 January 2008 |
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Differentiated customer experience is the new mantra for business leaders. As products and services get commoditized, smart businesses are seeking customer loyalty (and profits) through customer experience. In the past decade, businesses have increasingly outsourced their customer contact centers. |
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Monday, 28 January 2008 |
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Almost half of organisations (46 per cent) no longer award employees an across the board annual pay rise or cost of living adjustment. This year’s Annual Reward Management survey reveals that manufacturing, production and private sector service firms are the least likely to provide such a pay rise |
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Friday, 25 January 2008 |
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