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Implemented correctly, it can boost sales, customer satisfaction and retention and loyalty, and lower costs. |
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Tuesday, 17 March 2009 |
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In this economy, some organizations may make the mistake of shifting their focus away from such opportunities. Instead, HR leaders should create stronger cultures for development. |
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Monday, 16 March 2009 |
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And for a web company, their phone skills are impeccable. "The telephone is one of the best branding devices out there," he says. "If you get the interaction right." At the Zappos call center there are no scripts, no upselling, no call times. The longest call in their history was four hours. |
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Monday, 16 March 2009 |
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Self-service applications come with inherent pros and cons. Retailers can use the technology to cut costs, improve workforce efficiency and customer satisfaction, and market more effectively to individual consumers. |
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Monday, 16 March 2009 |
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What is striking is how often your perception of an employee's performance and his perception are so far apart. |
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Sunday, 15 March 2009 |
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Through careful use of positive feedback, the manager can shape the employee’s behavior to become closer to the ideal. |
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Saturday, 14 March 2009 |
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When the workload is so unbearable, employees suffer from stress and burnout. More mistakes are made, people cut corners, service quality is eroded, production quality slips and more rework is required. Not only that, but interpersonal relationships and customer service also begins to be affected as anxiety increases and tempers flare. As well, customer loyalty, that key linkage in the service-profit chain, will also be eroded because of the decline in customer service. |
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Saturday, 14 March 2009 |
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Outsourcing providers often struggle with internal issues that degrade the services they provide clients. But clients must lead the way toward solutions. |
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Thursday, 12 March 2009 |
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Research shows that when done properly, employee recognition can be just the employee stimulus effort needed right now. “With effective leadership and communication, a company can drive somewhat committed employees to become fully committed employees. Engagement levels — defined as an employee’s willingness to invest discretionary effort in their job — go up. This in turn can raise productivity and result in greater shareholder returns.” |
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Wednesday, 11 March 2009 |
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The problem with customer conversations is that they are often not seen as instrumental to customer conversions, which are the bread and butter of a business. Instead, they are considered intangibles, in the same way as relationships are, until you need something from someone. Then they become crucial. We build relationships when we start building tangible activities around customer contact. Some suggestions: |
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Tuesday, 10 March 2009 |
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