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Satisfying your employees is one of the best ways you can satisfy your customers. First, over time the relative importance of these rewards changes. Knowing this can help you design your reward structure to fit employee needs. Consider the following trends across all employees and industries. |
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Thursday, 02 July 2009 |
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Some 89% of companies do not know the cost of a complaint. Only 40% claimed employees have tools to service customers. |
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Thursday, 02 July 2009 |
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Graffy, the owner, president and CEO of Interstate Lift Trucks Inc., is constantly looking for ways to improve customer service, but the fact of the matter is that his roughly 100 employees get it. |
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Wednesday, 01 July 2009 |
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Year after year, consumer surveys reconfirm the fact that the quality of customer service is a critical requirement for repeat business. In a 2008 research study of 4,100 consumers in five continents, 67 percent of respondents said that they moved their business to a competitor due to poor customer service, up from 59 percent in 2007. |
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Wednesday, 01 July 2009 |
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The study finds that overall customer satisfaction with airlines in 2009 has declined for a third consecutive year to a four-year low. The decline is driven by decreased passenger satisfaction with in-flight services, flight crew and costs and fees, compared with 2008. |
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Tuesday, 30 June 2009 |
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No one likes to give them or get them. But you can conduct performance reviews that actually assess performance. Here's how... |
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Tuesday, 30 June 2009 |
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A telling statistic from the study found satisfaction with customer service representatives (CSR) climbed 4 percent overall to 80. |
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Monday, 29 June 2009 |
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The American Customer Satisfaction Index (ACSI) continues to climb, registering a second straight quarterly improvement after a period of decline preceding the recession. For the first quarter of 2009 the Index jumps0.4% to 76.0 on ACSI’s 100-point scale. |
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Thursday, 18 June 2009 |
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Each quarter, ACSI updates the customer satisfaction results for one or more of the 10 measured economic sectors and the industries and companies within those sectors. |
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Wednesday, 17 June 2009 |
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“It’s essential to cut back during a recession, but the moment you sacrifice your customer’s buying experience, your business is doomed.” |
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Tuesday, 16 June 2009 |
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