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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 |
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Thursday, 17 January 2008 |
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Customers of every kind of business imaginable these days bemoan the state of customer service. While the global economy and the Internet have given businesses the opportunity to serve more clients than ever before, the trend has also given way to impersonal, lackluster customer service. It´s unfortunate that most businesses today don´t realize that they are regularly losing valuable customers if they don´t focus on providing an exceptional customer service experience. |
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Thursday, 17 January 2008 |
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Companies that are focused on delivering a satisfying experience to the customer may or may not be successful in keeping pace with consumer expectations. One of the reasons why could be that expectations are rising faster than standard measurement tools within the contact center can capture |
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Thursday, 17 January 2008 |
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We get a lot of advice about how to deliver great customer service. Many of the tips are reminders of what we already know (but we occasionally forget). And these are useful. But sometimes, we need more than a reminder. Sometimes it´s helpful to have a system or, at least, some steps to follow. |
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Wednesday, 16 January 2008 |
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The fastest way to increase customer loyalty is by improving the quality of customer service you deliver. In fact, I dislike thinking of it as "customer service". I prefer calling it "Remarkable Service". When you take care of your customers so well they tell others, then you’ve delivered remarkable service. When you do that consistently, with every customer, every time, then you’ll see customer loyalty, retention and referrals go straight through the roof. |
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Wednesday, 16 January 2008 |
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Privacy concerns stemming from online shopping rose in 2007, a new study finds, as the loss or theft of credit card information and other personal data soared to unprecedented levels. Sixty-one percent of adult Americans said they were very or extremely concerned about the privacy of personal information when buying online, an increase from 47 percent in 2006. Before last year, that figure had largely been dropping since 2001. |
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Wednesday, 16 January 2008 |
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WestJet Airlines has topped the annual list of Canada's 10 Most Admired Corporate Cultures of 2007. This year's study also found Canadian senior executives increasingly sensitive to the key role corporate culture plays in business performance. |
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Tuesday, 15 January 2008 |
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Satisfying increasingly demanding consumers is expected to be U.S. retailers' top priority this year, according to a survey released by International Business Machines Corp and the National Retail Federation. |
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Tuesday, 15 January 2008 |
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Emotionally connected and engaged employees are the most loyal and productive solutions. Here we have identified Eleven Ways to Increase Employee Loyalty to help companies improve employee satisfaction and reduce turnover. An employee satisfaction survey is a good first step |
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Tuesday, 15 January 2008 |
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As Howard Schultz comes back to drive the day-to-day activities at Starbucks, the question is, "Will he become one of only a very small handful of returning CEOs who successfully can repeat the magic he brought to the market at the inception of his business?" |
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Monday, 14 January 2008 |
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