InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
Very Best Service
JULY 23, 2010
'One of the challenges when defining the attributes of a customer service strategy is to decide whether the approach should be the same for all customers or whether a degree of flexibility is possible. If companies chose to offer a tailored customer service to all, costs are becoming a major issue and the products and services become uncompetitive, unless the client is prepared to pay for it.
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Customer Interactions
JULY 22, 2010
'“The deal is a lock. The customer loves us and we’re written into the RFP by name,” or so the sales guy told me. So you can imagine how surprised I was when several weeks later I received an anxious call from the same sale guy. “Our partners aren’t bidding. They say the deal will go to an electrical contractor. What are we going to do?
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
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InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
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