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Forward-thinking business leaders understand that community involvement is an important part of any company's success. |
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Friday, 15 September 2006 |
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With companies becoming more global, a growing number are shifting to more centralized compensation and benefits structures to help ensure that employees and executives around the world share the same incentives. |
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Friday, 15 September 2006 |
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I have always wondered why so many companies bill themselves as "customer service leaders" yet in practice fall down on the job so completely that they become the brunt of water cooler jokes. |
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Friday, 15 September 2006 |
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For those of you who were wondering, customer service is not dead. Taking its last gasping breaths, yes, but, as Monty Python would put it, "not quite dead." |
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Friday, 15 September 2006 |
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Recently Customer Experience Management (CEM) has started to get more profile but it is still just a good idea emerging into an area of marketing thought currently dominated by Customer Relationship Management (CRM). |
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Friday, 15 September 2006 |
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Outsourcing deals based on selecting the supplier with the cheapest bid are the most likely to run into trouble, according to research. |
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Friday, 15 September 2006 |
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Call center agents don't have the best of work lives. In my opinion, and I acknowledge that this varies quite a bit from place to place, many are micro managed and their actions are tracked to a high degree, taking most of the fun out of the job. |
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Friday, 15 September 2006 |
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Think about the last time you had a negative buying experience. Negative buying experiences are almost always linked to shoddy service. But customer service hasn't gone the way of the dodo. |
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Thursday, 14 September 2006 |
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No one wants to be viewed as a corporate "yes man" -- or woman -- but recent research suggests that, at times, most of us fit that bill. |
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Thursday, 14 September 2006 |
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A customer service push three years ago by The Home Depot Inc. was hailed as a much-needed change at the home improvement chain. Now, with the economy slowing, the company is again trying with an extra $350 million in changes at its stores. |
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Thursday, 14 September 2006 |
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