The Last Word: Customer Solutions Profit Ideas

Smart companies realize that in a customer-service dependent environment it is critical to understand what the employees are thinking, believing and feeling. Taking a pulse on that and understanding how it relates to customer satisfaction provide a critical link to improved results. Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top [...]

Smart companies realize that in a customer service-dependent environment it is critical to understand what the employees are thinking, believing and feeling.  Companies such as Abbott Laboratories, American Express and Washington Mutual stay on top of this important human capital by surveying them.  And the trend is growing with more companies realizing the value.  The [...]