Viser arkivet for juli, 2010

• The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? To examine the links between customer service and loyalty, the Customer Contact Council, a division of the Corporate Executive Board, conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels such as the web, voice prompts, chat, and e-mail. We also held hundreds of structured interviews with customer service leaders and their functional counterparts in large companies throughout the world. • hbr.org
• On June 16, 2010, our Launch Pad Final Four got up to demo in front of the Enterprise 2.0 Boston audience. After a live text-to-vote, courtesy of Mozes, we had our winner – congratulations Alex Moore and the folks at Baydin! • launchpad.e2conf.com
• More workers around the globe are using social networks while in the office and on the clock. • mashable.com