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Many of today's most successful and innovative companies know that merely good customer service is not good enough. In their ongoing efforts to remain competitive, they have abandoned the existing service model. |
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Friday, 22 September 2006 |
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Growth of citizen satisfaction with federal websites has stalled, since many citizens struggle with understanding where to go in government to find the information they are seeking. |
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Thursday, 21 September 2006 |
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Many organizations are measuring customer satisfaction and thinking that, by measuring it, somehow their results will shift over time. That just doesn’t happen. |
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Thursday, 21 September 2006 |
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Quantifying innovation is key. Here's how to do it right and avoid the big mistakes managers often make. |
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Wednesday, 20 September 2006 |
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Nobel Prize-winning economist Milton Friedman correctly concluded that the blame for many of the distortions of the marketplace caused by government lies with the system itself, not just the actors within it. |
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Wednesday, 20 September 2006 |
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Let's begin by considering how one might invent market research for the video game industry. If you were to invent market research after the advent of the Internet, what would it look like? |
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Wednesday, 20 September 2006 |
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Today, offshoring does not only continue to offer cost efficiency, but it is also well on its way to becoming a viable solution that offers a good customer experience. |
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Wednesday, 20 September 2006 |
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Faced with the coming shortage of skilled, middle-aged workers and endlessly rising medical costs, employers would do well to tap a largely ignored source of productivity: keeping workers healthy. |
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Wednesday, 20 September 2006 |
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Employee incentive programs are designed to reward employees that have excelled in their work. A reward scheme motivates employees to meet and exceed targets and adds to the overall performance of the company. |
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Tuesday, 19 September 2006 |
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In today's competitive world, it's becoming more difficult for companies to differentiate themselves and their products, and the high risk of customer churn means companies need to adopt a strategy to turn customer service into a profit centre. |
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Tuesday, 19 September 2006 |
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