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Who creates that great corporate culture? According to the majority of executives surveyed, it's company leaders. In fact, 90% contend a new leader can change a corporation's culture. |
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Friday, 21 November 2008 |
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Customers who are disappointed with their sales experience are nearly three times less likely to return to their dealer for vehicle service. These customers also tell an average of six people to avoid shopping at that particular dealership. Ensuring a pleasant shopping experience is absolutely critical in surviving today’s challenging auto market. |
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Wednesday, 19 November 2008 |
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Now is not the time to skimp on your customer strategy. Every economic downturn in history has inevitably been followed by an upturn, so embracing a good customer strategy during a slump will greatly increase your chances of still being in business when the recovery comes around. Ultimately, a recession can actually help differentiate companies and their service propositions. |
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Monday, 17 November 2008 |
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In spite of the rocky economy, customer satisfaction as measured by the University of Michigan had a modest 0.1% drop in the third quarter. The American Customer Service Satisfaction Index now has a score of 75 on a 100-point scale for the nondurable goods sector, which includes apparel, athletic shoes, breweries, cigarettes, food manufacturing, pet food, personal care and cleaning products and soft drinks. |
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Thursday, 13 November 2008 |
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Pay-for-performance requires companies to differentiate between their superstars and their under-performers. And based on recent national research on employee satisfaction, engagement and retention, most companies have a long way to go. |
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Thursday, 13 November 2008 |
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HP said its reworking of its support site reflected a shift in the way consumers were looking for support, with more seeking out their own answers online. The company has overhauled its online consumer support system, adding forums and how-to videos to provide additional information to customers. |
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Tuesday, 11 November 2008 |
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In a challenging economy, a new study proves that a focus on the customer experience pays off. Customer-centricity is growing. Companies are beginning to manage organizational performance and customer improvement by incorporating customer metrics as key performance indicators. |
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Monday, 10 November 2008 |
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Some judgments need time. A meaningful appraisal includes measuring an employee's staying power over time. Persistence, response to setbacks, and other key traits can't be rated in a day. |
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Thursday, 06 November 2008 |
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There's a realm beyond the land of surveys and statistics, and it takes a strong inward assessment to truly cultivate change. |
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Wednesday, 05 November 2008 |
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Insurance customers who interact with a local agency tend to be more satisfied than customers who interact with their insurer's call center, according to the J.D. Power and Associates 2008 Insurance Customer Contact Study. |
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Monday, 03 November 2008 |
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