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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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With the season of giving still fresh in our minds, let's talk about rewarding our employees. When an employee deserves special recognition, there are many options. However, I'm constantly amazed by how many transactions I see between employers and employees that don't benefit either side. |
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Friday, 25 January 2008 |
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You've hunted and clicked your way through the Web site, but you can't find the information you need. So you go to the FAQs. But the FAQ section is like a vast junk drawer, filled with a jumble of information. Thirty-nine questions organized alphabetically by the first word in the question, not the topic? Questions arranged chronologically…in the order they've been received by the receptionist? Maybe the answer to your question is in there somewhere, but you'll never find it. |
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Wednesday, 23 January 2008 |
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JoAnna Brandi hates to generalize, but I am beginning to think the service givers, especially here in Florida are suffering from a disease I call E.D.S. - Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words "I'm sorry" or calming phrases such as "I can understand how that might be upsetting." |
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Tuesday, 22 January 2008 |
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Let’s face it. The bridge between you and your customer is your employees. Your employees are in the trenches, creating success, communicating with your customers and building relationship equity. They are your point men and women. Make no mistake; they are the ones that create world class service. They can and will create competitive advantage by being world class service providers. |
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Tuesday, 22 January 2008 |
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Many businesses know far more about their customers than they think. Learn how to sift all that data and turn it into better sales and higher customer satisfaction. |
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Tuesday, 22 January 2008 |
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Want to keep customers & create profits? These 5 ‘positivity pointers’ can help you enhance your customer experience |
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Friday, 18 January 2008 |
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Emotionally connected and engaged employees are the most loyal and productive, according to Allegiance, Inc., a premier provider of Enterprise Feedback Management (EFM) solutions. Allegiance recently identified Eleven Ways to Increase Employee Loyalty to help companies engage employees and reduce turnover. |
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Friday, 18 January 2008 |
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