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Contributed Articles

Our Dangerous Obsession with External Recognition

This obsession with external recognition is now entering our professional lives. Every day, even the most disciplined entrepreneurs, executives, and consultants are becoming addicted to the powerful endorphins associated with heightened visibility. They invest disproportionate time and effort into advancing their own personal fame bubbles at the expense of broader goals and potentially threaten their careers as a result. But when visibility trumps vision in the working world, there are several dangerous consequences that can arise.
[Full Article]   Dec-15-2013

 

It's a Fact: Customers Like to Gripe

The harsh reality of the customer service world is that customer service teams tend to do more harm than good. Research by the authors of “The Effortless Experience” shows that any customer service interaction is four times more likely to drive disloyalty than to drive loyalty. If you want to fully understand customer loyalty, one question you really need to consider: What kinds of experiences have the biggest impact — both positive and negative?
[Full Article]   Dec-15-2013

 

Streamlining the Customer Experience

Streamlining the customer experience should be a goal in contact centers in order to help ensure that customers are consistently satisfied with their interactions. This should including making the interactions with the contact center simpler and more effective, which should help lead to higher customer satisfaction and ideally, higher customer retention.
[Full Article]   Dec-15-2013

 

It's Official: IT Hiring Has Slowed

Despite a 203,000 increase in the overall number of jobs added to the U.S. economy in November, an analysis of hiring by two independent groups shows decreasing demand for IT pros. That trend has become apparent over the last several months.
[Full Article]   Dec-15-2013

 

Five Ways to Learn Nothing from Your Customers’ Feedback

If I were writing a “how-not-to” manual for customer feedback — a manual that would guarantee your feedback system taught your employees nothing about how to delight customers and earn their loyalty — here are the five rules it might include.
[Full Article]   Dec-15-2013

 

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