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Contributed Articles

Customers Remember Experiences, Not Your Brand Logo

Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver memorable experiences to their customers. The result, according to a recent Gallup survey, with 70 percent of U.S. workers not fully engaged, is unhappy workers and poor brand experiences. The customer experience is really your brand, since that is what customers remember and communicate to others, rather than your marketing. Thus the real challenge in building your brand is building the level of engagement and delivery of your team.
[Full Article]   Sep-15-2013

 

14 Game-Changing Customer Service Quotes

There’s an incredible magic around being part of a winning team, of everyone working together to create goals and then to achieve and surpass them. And while there may be some well-liked and well-known individual stars that represent the face of the organization, it takes every member of the team, including the fans, to get behind the brand to motivate, promote, represent and ensure its continued success. This article presents 14 game-changing quotes to inspire your organization in growing and retaining your biggest, best and valued fans, your customers.
[Full Article]   Sep-15-2013

 

Please Stop Complaining About How Busy You Are

We're all just so "busy" these days. "Slammed" in fact. "Buried." Desperately "trying to keep our heads above water." While these common responses to "How are you?" seem like they're lifted from the Worst Case Scenario Handbook, there seems to be a constant exchange, even a one-upping, of just how much we have on our plates when we communicate about our work. Here's the thing: it's harming how we communicate, connect, and interact. Everyone is busy, in different sorts of ways.
[Full Article]   Sep-08-2013

 

Why New Customer Rewards Stink For The Rest Of Us

Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. However, as frustration builds from poor service or unmet expectations, those ads luring new customers become salt in the wounds.
[Full Article]   Sep-08-2013

 

Finally! HR Reps who 'get' IT

The IT discipline is full of numerous specialties, puzzling acronyms and unique skill requirements that could confuse and overwhelm an HR rep who's assigned to help on a one-off basis. Retaining an HR professional who specializes in IT makes particular sense given the current demand for certain tech skills and the generally changeable nature of IT.
[Full Article]   Sep-08-2013

 

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