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Contributed Articles

3 Ways You Can Be the Manager No One Wants to Leave

The most common reason employees voluntarily leave their jobs is not the company or the work--it's the boss. The most decisive factor in employee retention is the quality of the employee-manager relationship. Here are three simple practices that any IT manager can adopt to make them the type of manager IT professionals will want to work for.
[Full Article]   Jun-24-2012

 

How to Build Collaboration in the IT-Analyst Partnership

Day in and day out, IT people take data from operational systems and move it into enterprise data warehouses and transform that data for operational reporting. It’s their standard “blocking and tackling” and the contents of the data don’t play a major role in their activities. Conversely, analysts often display significant creative abilities that they apply to their analyses. Their challenge is to take the data from IT and perform sophisticated discovery processes to identify different patterns and trends that were previously hidden in said data. Shouldn’t IT and analyst teams fit together well? Shouldn’t their abilities and traits dovetail nicely? Not exactly.
[Full Article]   Jun-24-2012

 

3 Ways to Bring Your Company's Core Values to Customer Service

Customer interaction is when the brand becomes real. The brand promise is either enhanced or sacrificed by what a company’s employees do and say. Each customer interaction is not a task to complete or worse, an inconvenience; but the moment at which brands grow or begin to die.
[Full Article]   Jun-24-2012

 

Nine Ways to Reward Employees to Reinforce Customer-Centric Behaviors

The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. When Forrester looks at building a customer-focused culture, we believe firms need some precursors in place, such as a clear strategy and vision, metrics that reflect customer perceptions, and governance mechanisms that set standards and hold people accountable for changes.
[Full Article]   Jun-24-2012

 

Surprise! You Can Win Customers For Life

Thanks to the Internet, incentives to buy like sale prices, volume discounts, and free shipping have become almost a required part of the shopping process. But do these perks really work? I don't think so--not in the long-term. So what can a company do to take a jaded, disengaged, and sometimes even disgruntled customer beyond the moment of the transaction and into an ongoing relationship? Surprise them. Here's how.
[Full Article]   Jun-17-2012

 

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