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Engineers in bluejeans glide by on scooters at the Manhattan office of Google, the absurdly young and wildly successful pied piper to a changing work force. There are cafes for 24/7 snacking, and gourmet cafeterias serving breakfast, lunch and dinner. Of course, the food's all free. |
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Tuesday, 26 February 2008 |
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U.S. workers favor green companies, and green companies have higher performance, according to two new studies. A new report reviewing buyer preferences and the performance of green brands found that top performing companies with strong green practices have three times more customer satisfaction than poor performers, as well as 4.7 times more employee satisfaction and 1.7 times more revenue per employee. |
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Monday, 25 February 2008 |
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As talk of a recession permeates the evening news - we have naturally begun thinking about how it might affect our clients and the industries we serve, primarily the hospitality industry. When economic troubles loom, we’ve found the usual knee-jerk reaction is to sacrifice programs associated with quality and the customer experience – training, quality assurance and mystery shopping programs, guest research, etc. |
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Monday, 25 February 2008 |
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"Every one percent increase in customer loyalty represents approximately $100 million in revenue," reported Michael Glenn, executive vice president of FedEx in Memphis, Tenn. "We spend a lot of time looking at how to build customer loyalty." The effort is clearly paying off. Customer attrition averages in the "mid-single digits" -- an impressive figure for a service company. |
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Monday, 25 February 2008 |
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"Every customer experience is designed to endear customers to us," blogs Dale Wolf. "We give a perfect customer experience, even when it costs us to do so. We do this because it builds trust and people buy from companies they trust. If the conclusion is that you cannot trust Facebook, then you should either be very careful [about] what you share with them ... [or] vote with your feet." |
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Monday, 25 February 2008 |
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Customer satisfaction with the goods and services that Americans buy declined in the fourth quarter of 2007, according to a report released by the University of Michigan’s American Customer Satisfaction Index (ACSI). The index falls to 74.9 on the ACSI’s 100-point scale, down 0.4 percent to its lowest score of 2007. |
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Friday, 22 February 2008 |
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Whether you define CRM as a technique, a business process, or a computer system, it has undoubtedly enjoyed explosive growth over the past decade. |
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Friday, 22 February 2008 |
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Customer reviews and other user-generated content are becoming a “must-have” for retailers to compete online, with 50% of 30 merchants surveyed adopting the technology, according to a new report from The E-Tailing Group Inc. |
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Thursday, 21 February 2008 |
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In the latest grab for consumer insights, more marketers are tapping into an often-ignored in-house resource: The customer call center. True, many of the consumers are cranky and calling only because they're already disenchanted with a product or service. But call centers can still deliver boatloads of data, often in a much faster time frame than other forms of research. |
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Wednesday, 20 February 2008 |
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Outsourcing call center work to offshore destinations is in a rapid growth phase with key delivery centers such as India, Philippines and central and Eastern Europe experiencing annual growth rates in excess of 30 percent, according to a new study. |
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Wednesday, 20 February 2008 |
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