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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
CUSTOMER CARE NEWS
Customers Report Ranks Most Valuable U. S. Retail Brands
Walmart claimed top honors as the most valuable retail brand, followed by popular retailers Best Buy (No. 2), The Home Depot (No. 3), Target (No. 4) and CVS (No. 5).Report Indicates Importance of Brand for Driving Sales in a Downturn Economy.
Wednesday, 04 February 2009
Customers Give Customers What They Don’t Expect
The temptation is to close this gap by pouring more resources into understanding what these dissatisfied customers do expect—and then trying to exceed these expectations. However, there is a growing realization that small initiatives designed to deliver what customers don’t expect can also have a significant impact.
Wednesday, 04 February 2009
Culture TSA Employees Give Management Low Marks
Transportation Security Administration employees gave agency management low marks for recognizing and rewarding performance and encouraging creativity and fairness in the workplace.
Tuesday, 03 February 2009
People Employee-Owned Companies Abound on Fortune Magazine's Top 100 List for 2009
The recently released list of top 100 companies by Fortune magazine shows that employee owned companies in the U.S. are becoming more prominent.
Wednesday, 28 January 2009
People The Loyalty Fallacy
Faithful but marginal employees often think they're safe. Play fair: Enlighten them.
Tuesday, 13 January 2009
People Formula for Tough Times: Four Ideas to Maintain Morale and Productivity
It's tough out there and companies are looking for ways to maintain employee morale and productivity.
Friday, 09 January 2009
Customers McAllen, Time Warner Discuss Service Complaints
The move comes after McAllen officials began scrutinizing the cable provider following reports of rude personnel, long wait-times during customer service calls and technician delays that stretched on for days.
Thursday, 08 January 2009
People Performance: Become a ‘Feedback Fanatic’
Perpetual engagement will boost under-performers. To encourage peak performance, managers must recognize the interpersonal dynamics that are at play. This means understanding how one’s actions influence employees’ actions.
Wednesday, 07 January 2009
Technology Response Time Delay Causes Decline in Customer Satisfaction
One second of an additional delay in response times of web applications can impact customer satisfaction by up to 16%.
Wednesday, 07 January 2009
People Satisfied Employees Prove Value
Good management has a role in making employees feel engaged and important, and evokes better performance.
Tuesday, 06 January 2009


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