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Contributed Articles

Ten 'Must Do's' for Chief Customer Officer's

Chief Customer Officers (CCO) are charged with ensuring that an organizationís customer experience is considered by all departments, in all major decisions, at all times. He or she is the one executive whose job it is to represent the customer at their company. The trouble is the directives of this position are often at odds with the other directives of the organization, particularly the ones that are focused on cutting bottom line costs to make the earning numbers this quarter. These are the very cuts that often affect the customer experience. For this reason, the CCO must be diplomatic, strategic and patient in order to affect any real change that will achieve his or her goals.
[Full Article]   Jun-02-2013

 

When Customers Get the Shaft, Companies are the Biggest Losers

Customers who are mistreated may feel burned because they've lost money or had an experience ruined, but companies that fail to right wrongs ultimately suffer a lot more. The loss of one customer can quickly be multiplied many times over. Customers remember, and they tell their stories, and companies that fail to deal fairly soon get the worst sort of publicity as a result.
[Full Article]   Jun-02-2013

 

CFO Strengths Often Underused on IT Projects

Too often, CFOs are not used strategically enough with key IT initiatives. While they are often involved with budgeting, their greater value as an independent advisor is often missed. When this happens, all they can do is keep score, rather than help the company play to win. Taking full advantage of CFOs in large IT initiatives is vitally important, given historically frightening statistics, which have not improved over time. CFOs can help reinvention initiatives succeed by advising the CIO and other executives in three critical areas: Single strategic vision, integrated and dynamic planning, and shared business-wide project management approach.
[Full Article]   May-19-2013

 

How to Know When to Hire Internally and When to Look Outside

Hiring the wrong person, whether it's due to a bad cultural fit or skillset, can have a huge impact both in your department and on the company as a whole. In a recent survey by Harris Interactive conducted on behalf of CareerBuilder, 6,000 multi-national hiring managers and human resource professionals were asked to estimate the effects and costs of a bad hire. The results may surprise you.
[Full Article]   May-19-2013

 

Ten Things Every Customer Wants

When choosing one brand over another, consumers are not focused on some of the obvious deal breakers you might think they are, according to a recently published study by The Rain Group looking at more than 700 business-to-business purchasing transactions. The study found that more than seeking out the best price or the greatest bang for their buck, consumers are looking for a more authentic, personal connection to the product and the vendor selling it. This article presents the ten qualities that the consumer is searching for when making critical decisions with their hard-earned cash.
[Full Article]   May-19-2013

 

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