Most business owners and executives would concur that customer satisfaction is key to long-term business success. And yet, it doesn’t take much these days to lose a customer. Even if customers are satisfied, they may switch companies. After all, Business Week has reported that 60% and 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave. Especially in today’s challenging economic environment, customer satisfaction is not enough.
Posts Tagged ‘engagement management’
Customer Engagement Management Tools for Organizing Customer Feedback
Wednesday, August 26th, 2009Best Practices in Employee Communications
Monday, July 27th, 2009
As the corporate paradigm of the previous century disappears from the American workplace, communication skills are increasingly seen as the crucial glue that holds a corporation together. Shorter employment cycles, performance-based pay, and increased diversity mean that communication in the workplace must be effective, in order to quickly convey information and motivate a wide variety of people. Clear, effective top-down employee communication isn’t enough; successful corporations must also find ways to ensure positive, productive communication between peers. Here are five tips for managers who hope to establish healthy team communication.