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There is a lot of debate among businesses today over the value that should be placed on customer service. Some argue that customer service is overrated and not enough to keep consumers loyal to a brand, and thus do not make it a priority. |
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Monday, 31 March 2008 |
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Consumers are no longer satisfied with simply finding a good deal after a long search online. They are also unsatisfied with cookie-cutter products that everyone else has. According to a recent Brand Keys study, today's online consumer wants product and service information that is customized to their preferences. |
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Friday, 28 March 2008 |
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A new healthcare plan may offer an employee greater access to care and additional benefits at a lower cost; however, that reality is unknown to employees since they might not have access to effective decision-support tools. In response, many companies are now offering sophisticated, self-service decision support tools to help employees navigate through the various plans. |
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Wednesday, 26 March 2008 |
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The people of Memphis had never seen anything like it. When Clarence Saunders opened his first Piggly Wiggly in 1916, a grocery store was a place where you told the clerk behind the counter what you wanted and he fetched it. In Saunders' store, patrons roamed freely among shelves packed with goods. They took what they wanted and paid on the way out. |
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Thursday, 20 March 2008 |
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They value corporate culture, but don’t apply it. Boston Pizza International might be the No. 1 casual dining restaurant chain in Canada, but ask its boss Mike Cordoba what business he's in, and he'll tell you it's management consulting. |
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Thursday, 20 March 2008 |
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In order to maintain customer focus, the best salespeople become facilitators, creating a partnership that extends the selling relationship within the customer's company. The motivation to achieve this should be strong -- it costs five times as much to attract and sell to a new customer as it does to an existing one! |
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Thursday, 20 March 2008 |
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Many websites are still making their customers jump through hoops to find answers to simple questions, finds the latest of Transversal’s annual customer service studies. |
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Thursday, 20 March 2008 |
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On a scale of 100, airlines as a whole score 63 for customer satisfaction, down 12.5 percent since the index's inception during 1995. Southwest leads the industry, with a score of 76, largely unchanged for the last 10 years, while United's score of 56, down 21.1 percent in a decade, is the nation's worst. To put the airline scores in perspective, the Internal Revenue Service scored 65 -- nine points better than United. |
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Thursday, 20 March 2008 |
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“When customer service is outstanding, it is because it started at the top, was properly communicated and demonstrated and has become your ultimate marketing strategy,” This is according to customer-care specialist Judi Moreo. |
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Wednesday, 19 March 2008 |
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As foresighted and innovative as management might be, the thinking that's likely to have the greatest impact on improving processes, products and services emanates from the people closest to the work. HR leaders and others in organizations who understand this fact include frontline staff in an organized productive thinking process. |
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Wednesday, 19 March 2008 |
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