Your customers reevaluate their purchasing decisions every day, and every customer service interaction may bias them toward staying with your company, or moving away from it. Long-term customer satisfaction is built through serial expressions of helpfulness, respect, and genuine interest. Exceptional service drives customer loyalty and creates clients who will be champions for your...
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Hoe vaak hebben we horen zeggen dat “mensen het belangrijkste kapitaal zijn van de organisatie”? Door middel van talentmanagement wordt aan deze uitspraak ook werkelijk inhoud gegeven. Er zijn zelfs zakelijke trendwatchers die voorspellen dat PZ-afdelingen in de toekomst zullen verdwijnen en vervangen zullen worden door afdelingen talentmanagement. Maar wat is de definitie van talentmanagement? Bestaat er een model met alle...
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Er blijkt vanuit HR steeds meer vraag om de inspanningen op het vlak van talentmanagement te correleren met een meetbare bedrijfsimpact. Dat komt naar voren uit het zesde jaarlijkse Business Outcomes Study Report van SHL, waarin dieper wordt ingegaan op de manieren waarop bedrijven hun personeelsgegevens gebruiken om beter onderbouwde bedrijfsbeslissingen te nemen. Nu de...
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You made a sale to a new customer—Great! But now the real work begins as once you have gained new customers, you will have to manage their expectations in order to keep them happy. Although managing new customer expectations is not that difficult, it does take some time and effort by you and your...
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The Netherlands still has its array of challenges as we head into the second half of 2012. Because of our strategic location, we can still readily serve the Middle East, Africa, and Europe. Blessed with relatively low unemployment, the issues across the continent have not helped and have decreased consumer confidence and economic growth....
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Acclaimed scholar, Charles W. Eliot, once said: “There is no mystery about successful business intercourse … Exclusive attention to the person who is speaking to you is very important. Nothing else is so flattering as that.” You would think that would be self evident, yet Dale Carnegie knew merchants who would rent expensive space,...
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In a consumer-driven economy, only one key factor truly matters across the Netherlands, the consumer. In a society where choice is common place and where people make decisions on where they shop and purchase based on information coming across smartphones and personal devices, how is it any business can stand out? Competition exists in...
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Without clients, most businesses would not succeed. In every case an involved customer is a loyal one. Keeping clients happy within your owner base is far more productive than cold calling for new business. Client acquisition is very expensive. It involves social media, advertising, marketing and a sales force. When you work this hard...
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In this highly competitive global economic environment, with intense competition here in the Netherlands and in Europe overall, there is just one variable that truly makes the best organization rise to the top. The variable is customer service, or an even better term, customer servant. This is indeed what separates successful businesses from the...
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Werknemers zijn in de periode 2010/2011 positiever over hun collega’s en werkomstandigheden dan in de periode 2007/2008. Collega’s zijn beter op de hoogte van elkaars kennis en expertise en men heeft vaker het gevoel dat er aan een gemeenschappelijk doel wordt gewerkt. Ook het uitwisselen van informatie en de toegang daartoe scoren nu beter...
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