Click to Visit

Click to Visit

Contributed Articles

Happy Agents, Happy Customers

According to recent research, 90 percent of consumers confirmed that an agent's perceived happiness directly affects their overall customer experience. Moreover, 66 percent said that their experience with an agent significantly affects their impression of the overall brand. Given this information, what is the optimal way for organizations to secure happy agents?
[Full Article]   Jul-21-2013

 

Containing the Anger over Customer Fees

How can companies use penalty fees to stay in the black without causing their customers to see red? Thatís what many firms are asking themselves as they impose more and more charges, and confront more and more irate consumers, over missed payments, late cancellations, no-shows, tardy returns, and overdrawn bank accounts. The short answer is that so long as companies see fees as a revenue generator, they will always lose some angry customers. But firms can limit the damage if they build into their penalty program a dollop of forgiveness, a lot of transparency, and a host of other features that foster flexibility and fairness.
[Full Article]   Jul-21-2013

 

Three Factors All Customer Feedback Analyses Must Include

When analyzing customer feedback there are three considerations which must be top of mind: the value of information declines with time, each individual is actually speaking for many people, and donít look at your information without seriously considering the best way(s) to first segment the respondents.
[Full Article]   Jul-07-2013

 

How to Have the IT Risk Conversation

Fortunately, there is a way to talk about IT risk -- and understand risk -- in terms that make sense to every manager. If you can remember four A's (availability, access, accuracy, and agility), you have the framing for a productive conversation with your IT counterparts. You can come to common understanding about what IT risks are most important, what causes them, and what you'll do about them.
[Full Article]   Jul-07-2013

 

Culture and the Chief Executive

A companyís culture is the collection of self-sustaining patterns of behaving, feeling, thinking, and believing, the patterns that determine ďthe way we do things around here.Ē At its best, an organizationís culture is an immense source of value. It enables, energizes, and enhances its employees and thus fosters ongoing high performance. At its worst, the culture can be a drag on productivity and emotional commitment, undermining long-term success. Most companies are so large and complex that the culture acts in both ways at once. Indeed, the culture of a large company is typically made up of several interwoven subcultures, all affecting and responding to one another.
[Full Article]   Jul-07-2013

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 Next >>
Page: 52/104   Articles: 518