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Lands' End and L.L.Bean: I've bought clothing from them for 20-plus years. If something isn't right, they will make it good, each and every time. |
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Thursday, 11 November 2010 |
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Here are four specific things you can do as a manager that will make performance conversations much more valuable: |
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Tuesday, 02 November 2010 |
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Some 27% of employees deemed "high potential" said they plan to leave within the year. That rate of dissatisfaction is rising "precipitously" as the economy stabilizes, up from just 10% in 2006. |
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Tuesday, 02 November 2010 |
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The survey results underscore the growing importance of customer service in corporate banking. Fees and interest rates, not long ago, were the two key competitive advantages for banking firms. This sentiment is now changing. |
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Tuesday, 02 November 2010 |
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While company culture may be the secret weapon companies need to retain workers and increase productivity and morale, it has suffered during the past two years. So what, exactly, do workers find to be critical to company culture? The survey revealed the top three elements. |
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Tuesday, 02 November 2010 |
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Every so often, you have a small experience in business that teaches big lessons about what really separates winners from losers. I had one of those experiences a few weeks ago, and I think the story is worth telling, not because it is so exciting or dramatic, but because it is so true to how the world really works. |
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Tuesday, 02 November 2010 |
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“Indifference comes from being treated with indifference by managers. Employees tend to reflect the emotions that they experience from their supervisors.” |
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Tuesday, 02 November 2010 |
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A new study has revealed that European consumers are more frustrated by online customer service than they were a year ago. The latest benchmark study of 5,000 consumers in the UK, France, Germany and Spain, found that 43% of consumers rate online service as satisfactory or worse-a rise on last year’s figure of 25%. |
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Tuesday, 02 November 2010 |
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Can one question alone even provide a clear picture of brand loyalty? My answers to the above questions in a word, is a contrite "No!" More importantly, my interview with Vass provides an exemplary questionnaire for any business looking to use research to reveal and leverage the "voice of the customer." |
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Tuesday, 02 November 2010 |
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In groundbreaking Harvard Business School research, the authors Richard Chase and Sriram Dasu outlined 5 key operating principles companies can leverage to improve service performance, drive cross-selling and enhance customer satisfaction. |
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Tuesday, 02 November 2010 |
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