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If it's all about you, you're in trouble. Why a sense of entitlement can wreak havoc on happiness. Broad pronouncement of the week: We are entitled brats. |
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Monday, 03 March 2008 |
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The "tipping point" toward market leadership for many companies is when they decide to place a greater strategic emphasis on Customer Service and Support as part of their overall CRM strategy. When Customer Service is re-framed as a Profit Center, it can become a strategic factor in your firm's growth and profitability. If this change hasn't already occurred in your organization, it may be your opportunity to be the catalyst to create the "tipping point" for your organization's change. |
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Monday, 03 March 2008 |
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In today's competitive retail environment, the focus is on building customer loyalty, and that means delighting your customers. It is not possible to delight your customers if you and your staff are not delighted yourselves. |
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Monday, 03 March 2008 |
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Be careful what you wish for," the saying goes... "you might get it!" And this could be particularly apt when it comes to customer data. There's been a spike in the demand for customer metrics recently. Firstly, an increasing number of CEOs are recognizing that non-financial measures such as customer satisfaction are as important to their investors as traditional financial figures |
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Monday, 03 March 2008 |
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The fact that so many CRM systems have been designed from the fixed mindset perspective, seeing intelligence about customers being predictable, supporting processes that are not flexible enough to allow either for tackling obstacles or allowing for negative customer feedback to percolate up an organizations' ranks needs to change. |
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Monday, 03 March 2008 |
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If you had to pick between one of these two options, which would you choose? A. Jab yourself in the eye with a sharp stick; or, B. Call a customer service number to ask a question, lodge a complaint or request a service. |
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Monday, 03 March 2008 |
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I've been writing a lot about text analytics because I think it is a critical technology for deriving insight from unstructured data. Late last summer, Hurwitz & Associates published a report on Text Analytics. As part of our research, we surveyed companies that had deployed this technology, were planning to deploy the technology, or had no plans to deploy text analytics. |
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Monday, 03 March 2008 |
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The Customer Care Institute today named Dr. Frederick C. Van Bennekom a Fellow of the Institute. Dr. Van Bennekom will develop new tools and techniques to assist Customer Care professionals with their customer satisfaction measurement programs. Dr. Van Bennekom’s experience as an author, lecturer and instructor on service management will add new dimensions to the Institute’s work. |
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Thursday, 28 February 2008 |
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These days, a snafu can wind up on YouTube. Here's how smart companies keep clients happy. Good customer service would seem to be a simple matter. Make policies flexible. Don't force customers to play call-center phone tag. Hire friendly people, train them well, and reward them with healthy pay and benefits. |
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Wednesday, 27 February 2008 |
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When so much time and money is spent on training people about the need for constructive relations with customers, why is customer service often so bad? For much the same reason that, when so much money has been spent on telling people that smoking kills you, they still insist on smoking. The issue is the environment. |
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Wednesday, 27 February 2008 |
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