Guest Blog: Frontline Employees Are Expendable
Tuesday, 04. 15. 2008 – Category: All Blog Posts, Customer Satisfaction, Labor Market
photo credit: krytofr
Today, a guest post from one of our board members, Mel Kleiman. We’ve written before about the increasing trend toward replacing customer service professionals with self service options. Mel muses here where that path leads. A modest proposal, a la Jonathan Swift…
Unless your Unique Selling Proposition (USP) or point of [...]
Back to the Future
Sunday, 03. 23. 2008 – Category: All Blog Posts, Customer Satisfaction, HR Technology, Workforce Software
photo credit: Thomas Hawk
Last Wednesday, I attended an all day seminar hosted by IDC, a technology oriented analyst firm. The seminar was focused on topics that those of us who work for high technology firms care about; i.e. what’s the next big thing that our firms should capitalize on in order to continue to thrive. [...]
Punching in at the Ritz Carlton
Monday, 01. 21. 2008 – Category: All Blog Posts, Customer Satisfaction, Workforce Development
In a new article we’ve published, Are Hourly Workers Professionals?, David Creelman explores the qualities that differentiate professionals who happen to be paid by the hour from those who are merely punching the clock to earn a living. In his article, he talks about duration in the job, content that requires expertise, and a feeling of pride in [...]
I Scan, Therefore I am… the Cashier
Sunday, 12. 2. 2007 – Category: All Blog Posts, Customer Satisfaction, Workforce Development
In today’s New York Times, there’s a short article on online shopping (New Tradition: Eat the Turkey, Then Go Online) that says that Thanksgiving Day itself (vs. Black Friday) has been the busiest online retail shopping day of the holiday season for the last four years. According to the US Department of Commerce, e-commerce sales in the [...]
When Black Friday Comes…
Thursday, 11. 15. 2007 – Category: All Blog Posts, Customer Satisfaction, Employee Retention
OK – I borrowed the title from a Steely Dan song from one of my favorite albums (link provided for those born after 1970). The song refers to a few cataclysmic events. For retailers, it refers to the day after Thanksgiving – when the holiday shopping begins in earnest, and retailers’ financial fates are in the hands [...]
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