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Bad customer service is rarely forgotten. In fact, the experience often gets repeated to friends and family. But on-the-job rudeness, unhelpfulness and inattention to customers are becoming the norm |
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Wednesday, 06 February 2008 |
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Customer loyalty is one of the first things on executives' minds, and certainly first on their lips when asked about top business concerns. Studies indicate that customers will go to a competitor after just one or two bad experiences; there are few barriers to prevent customers switching; and social media have put the power of communication squarely in the hands of the consumer. |
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Wednesday, 06 February 2008 |
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Forty-four percent of employees say they have worked with co-workers who have abused workplace rules and/or regulations, according to a recent study by the Employment Law Alliance. What options are available for business owners or human resource professionals when dealing with a difficult employee? |
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Wednesday, 06 February 2008 |
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Consumers continually demand better service, and yet today's organizations already seem unable to provide consistently satisfying service across every channel. But customers aren't the only ones feeling underserved. Statistics recently released indicate that one complaint is surprisingly common with North American companies: Their own needs aren't being met by the customer service channels they've built. |
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Tuesday, 05 February 2008 |
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Drawing from the manufacturing sector and the concepts of six sigma, the service industry has often made attempts to standardize its processes, with disappointing results. |
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Tuesday, 05 February 2008 |
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In the current environment, the three most important words in real estate, “location, location, location,” may have been replaced by “Know thy lender.” As the mortgage industry shifts-like an economic version of an overactive geologic fault line-it is critical that real estate brokers maintain control of the financing and home-purchase customer experience. |
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Tuesday, 05 February 2008 |
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Part of our business is to facilitate employee feedback forums. In these sessions, we have neutral sessions with employee groups about a variety of topics. Then we provide that information to management so they can have direction on actionable items to make meaningful changes in their company. |
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Monday, 04 February 2008 |
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It's important to complete our team with like-minded people who understand the needs of the industry and can offer suggestions and ideas to further the success of the agency. Hiring people who have experience, job skills, personality, willingness to learn and desire to fit in your corporate culture is both an art and a science. |
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Monday, 04 February 2008 |
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Nearly 70% of consumers surveyed say their expectations about the quality of the online shopping experience increased since the 2006 holiday shopping season. Eighty percent would not return to a retailer’s site after having a negative online shopping experience |
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Monday, 04 February 2008 |
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While the National Retail Federation's Dan Butler says most retailers do everything they can to satisfy customers, electronics manufacturers prefer to have products go back to them so they can better track problems with their products. "Most policies are very, very liberal, but with electronics they are more stringent because it's so competitive," he says |
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Friday, 01 February 2008 |
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