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Good customer service is an integral part of almost any business - and one that can have a significant impact on your bottom line. It can help turn a one-time customer into a repeat customer. |
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Friday, 27 March 2009 |
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What are four tactics that can be used? Standardization, integration, centralization and optimization. Digging a bit deeper into our list of four ways to improve operational efficiency makes them clearer. |
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Friday, 27 March 2009 |
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Neither the title nor the subtitle of this book should be taken seriously. Though "Your Call Is (Not That) Important to Us" does begin with a chapter describing the frustrations Americans too frequently encounter when they call customer service, basically the book is a rather upbeat account of how businesses are trying to improve service -- whether by telephone, Internet or in person -- and to respond more positively to consumer needs. |
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Wednesday, 25 March 2009 |
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In every organization, one of the major roles of the leader is be a passion maker, or someone who is responsible for developing and inspiring enthusiasm within the entire chain of command.
One of the most powerful ways successful leaders create passion is by setting up an effective system of accountability, which is measuring performance and taking appropriate action. |
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Wednesday, 25 March 2009 |
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Forty-six percent of employees have been involved in an office romance, according to Vault's "2008 Office Romance Survey." But office relationships can create all sorts of awkward morale problems for employers, as well as legal dangers, such as sexual harassment claims. Given the potential risks, "the employer does have to intervene." |
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Tuesday, 24 March 2009 |
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A Nielsen report says that social networking sites and blogs are now more popular than email, and the use of social networking sites like Facebook is growing at a much faster rate than other web-usage categories. Nielsen notes that the social networking audience is becoming more diverse, and social networking is also becoming more mobile.
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Monday, 23 March 2009 |
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How CRM can drive revenue from service requests. Cross-selling and upselling are not the only ways to net new sales through service requests. Learn more... |
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Saturday, 21 March 2009 |
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Which is more reliable: a Buick, a Lexus or a Mercedes-Benz? The answer is a Buick - at least according to the newest annual edition of the closely watched J.D. Power and Associates survey of dependability over three years. |
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Friday, 20 March 2009 |
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Research shows that employee well-being is inextricably tied to higher performance, which is inextricably tied to the bottom line. |
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Tuesday, 17 March 2009 |
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Home Depot has been at the front line of a deteriorating US economy for more than two years now, with store sales and traffic falling as Americans cut back on home renovation projects. But while its customers are spending less, Home Depot has been spending more on serving them. |
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Tuesday, 17 March 2009 |
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