Lenni Moore is the Director of Operations at Infosurv. She’s always been passionate about fostering strong professional relationships. It’s precisely these relationships that allow her to exceed her clients’ expectations because she knows exactly what they want and then leverages her experience to get it for them.
Technology companies have established a reputation for being a Mecca of over-the-top employee benefits: all-day long gourmet food (free!), nap rooms, ping-pong tables, and other workplace enhancements. Add to that strong sector growth, exciting work, and plenty of opportunities – how could it get any better for employees? As you would expect, tech employees are […]
What comes to mind when you think of government employees? People invested in obfuscation and bureaucracy? People more interesting in taking long lunches than in taking actions? People comfortably ensconced in easy jobs with great benefits, just counting the days to retirement? It’s not easy to be a government employee these days. Whether you’re at […]
As we wrote in a recent blog, “Does Employee Engagement Apply to Healthcare?”, the answer is a resounding “Yes!” Further, “the primary determining factor of the healthcare industries employee’s satisfaction and loyalty is the relationship with his or her direct supervisor. When employees believe their opinions matter, that they have the support, resources, and training […]
Understandably, employees in education – at all levels – focus on students’ learning. But employees in education also have a need for continuous learning and development, especially higher education employees. Academic institutions that invest in learning and development programs for both faculty and staff have more engaged employees, which can greatly impact the success of […]
It is always risky to generalize about the Financial Services industry, as it seems the only constant is change itself. However, there are certain trends that are impacting the industry: Cross-channel services. It is no longer a question of brick-and-mortar or online; the answer is both. The challenge is how to provide a consistent, compelling […]
There is an unusual phenomenon that is well-known in customer service whereby customer satisfaction and loyalty increases after the customer has a problem. Per Wikipedia, “the service recovery paradox is a situation where a customer thinks more highly of a company after it has corrected a problem with their service, compared to how he or […]
When companies think about measuring customer satisfaction, there are many different metrics that come into play. Some companies rely on “plain old” customer satisfaction; others look to Net Promoter Score, and others use Customer Effort Scores. Some like to evaluate themselves against their competition, and some companies come up with their own metrics. But when […]
The last phase of the service profit chain focuses on the linkage between customer satisfaction and loyalty and organizational growth and profit. Many executives (especially those in Finance) dismiss customer satisfaction as a “soft metric” that should not be considered in resource allocation or investment decisions. The reality is that there are many, many statistics that […]
Delivering customer value is what keeps you in business. Customers give you money and loyalty in return for the value you deliver. What is customer value? Simply, Customer Value is the perception of what a product or service is worth to a customer evaluated against possible alternatives. Worth means whether the Customer feels they got […]
