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Contributed Articles

7 New Faces of the C-suite

Today's businesses are rapidly introducing new roles into the C-suite to address emerging technology and challenges in a digital, online age and to better manage their talent. Here are seven new faces you're likely to see in the C-suite.

[Full Article]   Mar-11-2014

 

The New World of IT Recruiting

Securing talent for the future is the pre-eminent issue facing CIOs today. The IT department's role has changed dramatically, and so have the skill sets required for success.
[Full Article]   Mar-10-2014

 

What’s the Next Big Thing in Customer Experience?

There is no doubt that 2014 will be the year when technology will potentially dominate the world of customer experience. But should it? The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions—through their emotional connection with a brand. We are of the view that the experience should drive the technology—not the other way around.
[Full Article]   Mar-10-2014

 

Drive Customer-Centric Employee Behavior With Rewards And Recognition

Many companies tie rewards to a rise in either Net Promoter Scores (NPS) or customer satisfaction scores. Unfortunately, that's exactly the kind of mistake that leads employees and partners to game the system. Porsche discovered that its stellar NPS was the result of dealers offering freebies to customers in exchange for higher scores. Similarly, when it noticed that satisfaction scores and comments didn't match, music retailer Guitar Center had to retool its rewards and recognition system to prevent store associates from massaging customer survey results. To be successful, the process for ensuring your rewards and recognition should reinforce customer-centricity, rather than tempting employees to game the system.
[Full Article]   Mar-05-2014

 

40 Eye-Opening Customer Service Quotes

Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise.
[Full Article]   Mar-04-2014

 

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