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Contributed Articles

The Six Golden Rules of Customer Experience

Customer experience wisdom is also not rocket science. While not as simple as what is commonly known as the Golden Rule ("Do unto others as you would have them do unto you"), the rules in this article are a more robust version is what I call the Six Golden Rules of Customer Experience.
[Full Article]   Feb-26-2014

 

Busting Six Myths About Customer Loyalty Programs

The many advantages of loyalty programs have been well debated in the massive literature available on the subject. Yet, there remain uncertainties, ambiguities, and doubts in the minds of many retailers over whether loyalty programs offer a sustainable and profitable business model. A lot of this uncertainty is due to a number of myths. In this paper we want to clarify the most prominent of misunderstandings associated with loyalty programs in retailing.
[Full Article]   Feb-26-2014

 

Surviving a Conference Call

The conference call is one of the most familiar rituals of office lifeóand one of the most hated. But conference calls aren't going anywhere; they are too useful for businesses dealing with far-flung workplaces, flexible schedules and a clampdown on business-travel expenses. Time spent in audio conferences in the U.S. is expected to grow 9.6% a year through 2017, according to Wainhouse Research, a Boston market-research firm; about 65% of all conferencing is still done by audio calls. But the good news is, there are ways to fix the problems.
[Full Article]   Feb-26-2014

 

If You Want More Productive Employees, Learn How To Get Out Of Their Way

Smart, successful managers hire well-qualified, skilled employees to get things done. If youíve hired right, they should even be more highly qualified than you in the job youíve hired them to do. After all, your success depends on their success. So instead of getting in their way, help them get the job done. Your role is to provide guidance, direction, and establish goals, not sit on their shoulders telling them what to do every step of the way.
[Full Article]   Feb-25-2014

 

Fine Tuning Your Contact Center Through the Use of Innovative Metrics

Our contact centers, by and large, exist to serve an internal and external customer base and if we arenít able to identify which metrics impact that customerís experience, and in which way they do so, we engage in a destructive cycle of wasting our own time and resources. This then begs the question; how do we break the cycle and implement or improve our CRM system to ensure that weíre getting to the valuable information and drive improvement?
[Full Article]   Feb-20-2014

 

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