Are We Wired to Complain?
Wednesday, 09. 22. 2010 – Category: All Blog Posts
Today’s guest blog is from Ryan Robinson, an I/O Psychologist at Kronos. He writes about the well known phenomenon of bad customer service driving much more publicity than does good service. (If you want to see a huge viral example of a customer complaint – over 9 million views and growing- check out United Breaks [...]
Finding and Keeping the “Keepers” – Recruiting Front Line Employees
Sunday, 06. 22. 2008 – Category: All Blog Posts, Customer Satisfaction, Employee Retention, Podcast, Recruiting
The latest chapter of the book we’re writing on achieving your optimal front line retention strategy is written by our board member, Mel Kleiman. The focus of this chapter is the key role that recruiting practices play in ensuring that the right talent is available, willing and able to serve on your organization’s front line.
For [...]
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 [...]
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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John Boudreau, PhD, Professor and Research Director, USC’s Marshall School of Business and Center for Effective Organizations
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