CSAT
Is Customer Service Now Too Complex to Manage In-house?
November 07 by Matthew BowmanFor the past few decades, many companies have resisted the urge to outsource their customer care – arguing that their products/solutions were too specialized, that their brand was too valua...
Customer Surveys – Are They a Real Barometer Of Customer Experience?
September 25 by Amarpreet BhamraThe customer’s perception is your reality. ~ Kate Zabriskie In the age of the Internet, the relevance of customer experience and customer focused organizations has increased manifold. Th...
Quality in the eyes of the customer: it's the Mars vs Venus debate all over again
August 12 by Jitka SoskovaIn last week’s column in this Customer Service series, Philip Lanyon from Lafarge UK Services explained how to develop a customer-oriented culture, based on a popular breakout session that he...
HR Services: Driving Customer Satisfaction
July 01 by The Shared Services & Outsourcing Network EditorDo you need help in developing HR shared services? Download the SSON/ScottMadden "6-steps to HR shared services toolkit" to get started.
5 Steps to Getting Real Satisfaction from your Shared Services Customer
June 23 by Simon BrownIn last week’s column, Rakesh Sangani listed 6 reasons why a SSC should invest in a Vision, based on a popular breakout session that he and four other practitioners ran at Shared Services & Ou...
How London’s 2012 Games topped Beijing with half the budget and smarter thinking…
April 09 by SSONTwo brand new SSOW Europe keynotes reveal why success ISN’T always about who has the bigger wallet Three whole decades. That’s how long it will take Beijing to pay off the constructio...