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Cost-conscious outsourcing could cripple your business for years if you don't hammer out innovation expectations up front An important survey of major companies using outsourcing services shows a deep dissatisfaction with the outsourcing experience despite the fact that these same companies say they achieved as much as a 25 percent ROI. |
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Wednesday, 20 February 2008 |
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Online retailers are delivering the goods and better customer service than traditional stores, according to a University of Michigan study. Customer satisfaction with online retail was even with last year at 83 points on a 100-point scale, but surpassed brick-and-mortar retailers by 12%, according to the American Customer Satisfaction Index. |
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Tuesday, 19 February 2008 |
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You know the stories: There's the legendary tale of a Nordstrom clerk who refunded the price of a customer's tires, even though Nordstrom doesn't sell tires. And who could forget the one about a Midwest Express employee who lent his own suit to a passenger whose luggage had been lost? |
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Tuesday, 19 February 2008 |
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In a service economy, customer satisfaction is the proverbial Holy Grail -- especially in uncertain economic times. So says Claes Fornell, author of "The Satisfied Customer." |
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Monday, 18 February 2008 |
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We live in an age of instant gratification. Thanks to the internet and mobile technology, the ability to access information, products and services is at our fingertips 24/7. Is it any wonder, then, that consumers are beginning to expect the same of customer service? |
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Monday, 18 February 2008 |
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Most businesses spend more time and energy trying to find new customers instead of retaining those they have. The logic behind customer retention is simple: It costs far less money to keep customers happy than you will spend on recruiting new ones. Loyal customers tell their friends about your business and will spend more money than new customers. |
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Monday, 18 February 2008 |
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Those dissatisfied with outsourcing deals cited high costs, poor communications, and underestimating the project's scope. Too many businesses take a short-sighted view of their outsourcing contracts, concludes Deloitte following a recent study. |
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Monday, 18 February 2008 |
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Some of the top contemporary mantras we hear in any industry have to do with ‘customer centricity,’ ‘customer experience,’ and ‘customer focus,’ among others. However, it appears that several, if not many, do not clearly understand what it really means. |
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Friday, 15 February 2008 |
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Despite a turbulent economy, a new study suggests that the market for contact center applications remains alive and well, a sign that companies recognize the importance of leveraging those solutions to ensure ongoing customer satisfaction and retention. |
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Friday, 15 February 2008 |
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Advances in technology make the way jobs are found and filled online distinctly different from just a few years ago. Employers are now experimenting with innovative strategies for spreading their recruitment messages and screening candidates online. |
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Thursday, 14 February 2008 |
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