Spherion Staffing commissioned a study by Harris Interactive on the 2013 Emerging Workforce. The study identified key strategies to help organizations become socially engaged and ultimately, postively impact business performance. The study concluded that organizations must become socially engaged in order to drive key business outcomes such as:
• Talent attraction
I recently took a friend to a restaurant known for having great burgers. When our lunch was delivered to the table, I cut into my burger and it was well done. In my taste spectrum a well done burger is not done well! I realized that I had not told the server that I preferred medium rare but also was then conscious of the fact that our server had never asked us how we wanted our burgers prepared.
I called the server over to the table and told him I was sorry that I had not told him ofRead More
The folks at at Software Advice - a free resource for customer service technology reviews - just concluded a six-month project called "The Great Retail Experience Race: Local vs. National." The research was designed to compare the customer experienceRead More
Being hit by a natural disaster (tornado) and man-made disaster (fire) within a two month period will get you thinking about crisis readiness! Having survived the afore-mentioned events without more real pain than insurance company and contractor frustration, I am quite aware of how much worse things could have been for our family and for my business. This prompted me to call crisis communication expert Gerard Braud ofRead More
The study further points out that what is truly at stake is the lifetime value of that customer. If a customer feels that an experience is low effort and efficient, they appreciate it.Read More
Avaya today announced the results of a Customer Effort Impact Survey that highlights how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins. According too Avaya, the results 'reinforce the value of a customer experience characterized by a low-effort, personalized approach toRead More
When you invest in customer service training, you naturally want results. The sad truth is that many times there are no lasting results from business training programs. Sometimes this can be the fault of a poor instructor or materials, but more often it is a result of how training fits into a bigger business picture.
This picture is painted with a few training success equations. Let's look at a few of these.
First, here are the three main parameters to be included:
This is the last in a blog series on an important customer service study by Dimension Research.
All survey participants were asked if they had seen online reviews of customer service. About two-thirds of participants reported that they did recall reading these online reviews. Review sites were the most common place to read a negative review of customer serviceRead More
This is the third post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value
It turns out that elephants aren't the only ones who never forget! Customers are right there with them, especially if it has to do with a BAD experience!
After defining good and bad customerRead More