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Contributed Articles

The 15 Most Important Minutes of the Work Week

How often do you and your boss have a real conversation about your work? For many of us, it’s likely a once-a-year-sit-down to parse your list of accomplishments and areas that need improvement, otherwise known as the annual performance review. Yes, the dreaded annual review. Dreaded because managers acknowledge that they don’t maintain an ongoing dialogue with individual team members and it's tough to give and get good feedback when you’re only meeting once a year. David Hassell, CEO of 15Five, believes there is room to improve dialogues between supervisors and staff. Hassell says thanks to 15Five’s cloud-based software, the feedback loop can become “organizational habit on a lightweight basis” by providing managers a 360-degree view of the company from the employees’ perspective based on their answers to four basic questions.
[Full Article]   May-05-2013

 

Linking Operational and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is useful for a variety of reasons.
[Full Article]   May-05-2013

 

BYOD Lawsuits Loom as Work Gets Personal

In the early days of BYOD, say, last year, employees -- especially Millennials -- fell madly in love with the idea of using their own iPhones, Android smartphones and newfangled tablets for work. But the BYOD romance has suddenly turned sour. Employees are questioning the intrusion of corporate eyes on their personal devices. Did IT turn their beloved smartphone into a spy that tracks their whereabouts? Employees are beginning to sense companies taking advantage of BYOD by intruding on personal time to get free work time. Now they're thinking about suing.
[Full Article]   Apr-28-2013

 

Why SMBs Should Embrace Negative Customer Feedback

By acknowledging and openly discussing the concerns of disgruntled customers on social media, small and midsize businesses may actually boost their reputations –and their bottom lines.
[Full Article]   Apr-28-2013

 

Customer Service: The New Proactive Marketing

If you focus your energy on listening to your customers and acknowledging their feedback -- be it positive or negative, you may find that managing, reviewing, sharing, and engaging naturally grow more easy as well. Positivity begets positivity, and after a good experience with your business, consumers will share this satisfying interaction with others.
[Full Article]   Apr-28-2013

 

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