It would be very educational to give each employee a chance to take customer-service calls for a day or join the sales team on a sales call or two.
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Intuit is wonderfully pro-customer, pro-employee and the company as a whole is known for doing right.
Though maximizing shareholder returns isn't a bad goal in itself, focusing on that at the expense of customer satisfaction, employee well-being or environmental considerations can be dangerous.
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To answer that requires a deeper dive into the specifics of each organization, its work culture, its business processes, and its customer-, partner- and employee-engagement strategies.
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Apparently Bank of America had sent out a warning about Kunkin and one alert branch employee tipped off the cops when the Hungarian-passport-bearing customer walked in.
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The decrease is primarily attributable to the continuing effects of actions taken in conjunction with Clearwire's cost cutting initiatives in 2011 including lower employee-related expenses resulting from headcount reductions and outsourcing of the customer care function, reduced marketing spend, as well as decreased selling commission expense associated with our no-contract product offering which was launched at the beginning of 2012.
Set benchmarks, including things like results, customer satisfaction, productivity -- and when an employee consistently underperforms, fire that person.
With the latest technology, says Cho, the bank can measure the profitability of every branch employee and customer, mine its customer database and run sophisticated risk-management and credit-analysis programs.
He told lawmakers on Feb. 5 he would "shred" the bank's self-serving culture by improving ethics, and start linking employee pay with customer satisfaction and other measures.
Another provision in the bill would prohibit any company from sending a foreign national employee (on an H-1B or L-1) to work with a customer offsite without first obtaining permission (via a formal waiver process) from the U.S. Department of Labor (or U.S. Citizenship and Immigration Services for an L-1).
Take the 70-employee furniture wholesaler in California that recently got threatened with a suit when a retail customer who purchased one of the company's wine racks claimed that her son found a dead cat in the shipping container and suffered psychological trauma.
Over the next month comes a course of 12 hours of Web-based training that includes more on customer interaction and a lot on products the employee will be selling.
The jars shattered and the customer fled -- without the sandwich -- but the brine-covered employee managed to catch up with her and hold her until transit and local police arrived, according to the Massachusetts Bay Transit Police, who said they plan to file assault charges against her.
Failing to reward opt-in participation equates to lesser engagement, and ultimately less opportunity to influence customer and employee behaviors.
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Employee John Spragg recounts the story of one customer who wanted the color of his Bentley to match a bubble-gum wrapper he had saved.
The answer has ramifications that affect customer-facing operations throughout a company: requiring a different blend of skills, greater levels of employee empowerment and shifting organizational structures as enterprises go social.
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