Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Once upon a time, unhappy customers had little leverage against big companies and their poor customer-service procedures, but now complaining on the Internet brings action via some new approaches.
After fielding a barrage of calls from regional managers this summer, Steve Keyes, human-resources officer at Nationwide Mutual Insurance, faced a quandary: what to do about exposed midriffs in the office.
Simply automating systems does little more than aggravate customers. Rather, automation needs to be personalized and handled correctly in order to satisfy both customer and company.
Whether a company acts ethically is a significant factor in the average American's willingness to work for an employer. In fact, more than one in three employed Americans have actually left a job because they disagreed with a company's business ethics.
