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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMER CARE NEWS
Technology New Tech Trends in Manufacturing Customer Service
New technologies and data-driven focus are enabling more agile, responsive customer-service departments, both inside and outside the enterprise.
Wednesday, 19 March 2008
Culture Customer Service In The Workplace
In today's competitive marketplace two words tips the scales of success: Customer Service. Today's customer has an idea of the level of service they expect to receive and will compare your service to their expectations. They also will base their perception of service on previous shopping experiences in business like yours.
Tuesday, 18 March 2008
Customers Study Finds Major Deficiencies in North American Customer Service
A new study found that North American enterprises are significantly under-performing in customer service. The study evaluates the "customer service IQ" of companies with "SQ," a new metric that uses a multidimensional framework to measure the customer service competence of companies.
Tuesday, 18 March 2008
People What Will The Employee Of Tomorrow Look Like?
Is the employee of the future going to be a young, be-suited man or woman sitting at a desk from nine to five? Could it be that future workspaces will be made up of meeting space, and the concept of having your own desk at work no longer existing? The notion of nine to five might gradually disappear, with staff working ad-hoc hours around their home commitments.
Tuesday, 18 March 2008
Processes Customer Feedback: Are You Putting It To Use?
Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes?
Tuesday, 18 March 2008
Technology More on Virtual Work: Customer Service
Forget data entry. The most common question I get about work at home options is from people seeking data entry work. They imagine a company sending them files of papers to be input to a computer system. The assumption is that must only know how to type; no other skills required. That type of work simply doesn't exist in any legitimate form from home.
Tuesday, 18 March 2008
People Keep A Focus On Performance Outcomes, Too
I applaud the approach taken by John Mitchell. Having visited with more than 500 hospitals in the past four years, hospital culture is something many chief executive officers suggest they have. In fact, almost all of them would tell you they have a “great culture” or “patient-centered” environment.
Monday, 17 March 2008
Customers Customer Satisfaction Measurement: Can't Get No Satisfaction?
Customer satisfaction measurement is the most commonly used non-financial performance metric, but it is also a popular target for criticism. So is it an inherently flawed metric - or are poor measurement processes to blame?
Friday, 14 March 2008
Customers Are You Receiving Enough Customer Complaints?
Blooming Buds, a well-established garden center on the outskirts of a growing town, didn't have a customer service policy, nor did it believe in wasting money on training. Customers seemed happy enough. After all, the business hardly got any complaints. No, everything appeared to be rosy with Blooming Buds.
Friday, 14 March 2008
People Using a Quality of Life Survey at your Firm
The generational changes and diversity of the workforce have changed dramatically in the past 20 years and will continue to change. So many kitchen and bath firm owners and managers are facing the same challenge I am: managing your business’ most important asset – your employees.
Friday, 14 March 2008


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