Creating a Positive Customer Experience Even when the Answer is No Creating a positive customer experience is a fluid process, one with plenty of intricacies that need to be learned and cultivated. That said, it doesn’t matter how many people you deal with, or who you’re dealing with – when somebody makes a request, they […]
Engaged employees drive guest satisfaction Employees all want the same thing: engagement. If HR practitioners are able to foster that, improvements in guest satisfaction are sure to follow. All employees, regardless of where they work, want the same thing: They want to be cared about as individuals, as human beings. They want recognition. And they […]
A beginner’s guide to BYOD: Real solutions for the real-life issues facing enterprises Workers have been demanding to use their own laptops, tablets and smartphones for work and many companies are now letting them do just that. But what are the pitfalls and where are the solutions? According to industry analyst, TechMarketView, the “bring your […]
5 Ways To Increase Customer Satisfaction Using Social Media It costs a company $234 every time they lose a customer. Whether you’re the marketing manager or business owner, I know you don’t want to be the one responsible for losing the next BIG customer. That’s why I propose you start using social media to monitor and […]
Online ads to blame for drop in customer satisfaction, e-business report shows Customer satisfaction with online businesses has fallen to its lowest level since 2003, according to an e-business report issued Tuesday morning by the Ann Arbor-based American Customer Satisfaction Index. According to the index’s E-Business Report — which includes web portals, search engines, social […]
Obamacare’s jobs diagnosis: What does the data say? The White House message on the Affordable Care Act has been consistent since the law’s inception in 2010: Obamacare will be simple and economical. “The data reflects that there is no support for the proposition that businesses are not hiring full-time employees because of the Affordable Care […]
Obama administration drowning in lawsuits filed over NSA surveillance Attorneys for the Electronic Frontier Foundation have sued the Obama administration and are demanding the White House stop the dragnet surveillance programs operated by the National Security Agency. Both the White House and Congress have weighed in on the case of Edward Snowden and the revelations […]
Left and Right Come Together to Sue NSA for Phone Dragnet Groups across the political spectrum sued the National Security Agency in Federal Court Tuesday for its dragnet collection of telephone records; plaintiffs include Unitarian churches, gun groups and the Council on American-Islamic Relations. The First Unitarian Church of Los Angeles and 18 co-plaintiffs sued […]
Investigation Reveals A Military Payroll Rife With Glitches A new investigative report from Reuters says payroll errors in the military are widespread. And that “once mistakes are detected, getting them corrected — or just explained — can test even the most persistent soldiers.” In “How the Pentagon’s Payroll Quagmire Traps America’s Soldiers,” Reuters special enterprise […]
Could offshored jobs be coming home? The trend among insurance companies to offshore jobs has incensed the broking community and has left some questioning their relationships with those efficiency-driven businesses, but this fad could be much more short-lived than feared. The latest situation to rile the industry is QBE’s plan to create 700 roles in […]
Here’s all the evidence that Apple is making an actual TV—and the remote will likely be your hand Apple today tipped its hand on a number of likely features for its long-awaited television product. The new details suggest that Apple is actually working on an all-in-one television set, in addition to new features for its existing Apple […]
4 ways to prevent costly offshoring mistakes With the promise of getting a lot more done for less, off-shoring quickly became the latest craze. Throughout the 1980s and 1990s, CEOs, CTOs and even CMOs thought that the answer was getting the job done — anywhere but here. Then, after attempting to ship overseas what was seemingly […]
Recent TCPA case is a cautionary tale for telemarketers The Telephone Consumer Protection Act (TCPA), which allows individuals to file lawsuits and collect damages for receiving certain unsolicited commercial text messages, faxes, pre-recorded calls or autodialed calls, has made headlines again. The Federal Court for the Western District of Wisconsin recently ruled that a defendant […]
The Consumer Financial Protection Bureau (CFPB), week in review: June 17 – June 21, 2013 Partnership between CFPB and City of Boston Allows Residents Easier Access to Bureau On June 18th, the CFPB and City of Boston unveiled a partnership aimed at providing residents instant access to the CFPB by dialing the Mayor’s 24 hour […]
Justice Dept. urges surveillance court not to release opinions The Obama administration on Friday called on the United States Foreign Intelligence Surveillance Court to reject a request by the American Civil Liberties Union (ACLU) to release court opinions related to secret government surveillance programs. Lawyers for the Justice Department argued, according to Reuters, that releasing […]
The multipolar challenge to free expression As emerging markets command influence on the international stage, Saul Estrin and Kirsty Hughes look at the impact on economics, politics and human rights The emergence of a multipolar world is opening up a range of economic, political and human rights debates about the changing world order. The growing economic and political weight of China […]
Employer Pay or Play Penalties Postponed Until 2015 In an online memo titled “Continuing to Implement the ACA in a Careful, Thoughtful Manner,” Mark Mazur, the Treasury Department’s Assistant Secretary for Tax Policy, announced July 2, 2013 that Treasury would not be enforcing “employer shared responsibility payments” – the pay or play penalty taxes – in 2014 as […]
America’s 10 Million Unemployed Youth Spell Danger for Future Economic Growth Young Americans today are confronted by an unemployment crisis unlike any we have seen in recent times. To say that these Americans are having a difficult time entering today’s labor market is an understatement. As recent reports have documented, the unemployment crisis facing young […]
Your TV Is Spying on You (And Why the Future of Political Advertising Depends on It) Political messaging is moving back to the living room. After an election in which Internet tactics seemed to captivate the public, political strategists are turning—or perhaps more accurately, returning—their attention to television advertising. TV isn’t sexy. Or at least, […]
Consumer Financial Protection Bureau: NSA of the Financial World While the National Security Agency’s (NSA) unconstitutional spying on Americans’ communications has been getting most of the press lately, another federal agency has been quietly — and illegally — vacuuming up Americans’ financial data: the Consumer Financial Protection Bureau (CFPB). Created by the 2010 Dodd-Frank Act, […]
ICBC tops world banks ranking: The Banker The Industrial and Commercial Bank of China (ICBC) has moved from third to first place in The Banker’s Top World Banks ranking this year, on the back of a 15-percent increase in capital, announced The Banker, a global banking and finance service provider, on Monday. ICBC’s performance marks […]
Who Made Government Big? We Did After U.S. Federal Reserve Chairman Ben Bernanke announced recently that the Fed would reduce its asset purchases through mid-2014, financial industry players and the journalists who cover them descended upon the Fed seeking any morsels of information they could get. Unfortunately, such dependency upon central authority has become all […]
Social Media Customer Service Is A Failure! The headline to this post is certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many […]
