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07/30/10
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Why Your Customers Don't Want to Talk to You
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Harvard Business Review Blog
Have you ever walked into an airport, seen that there is nobody in line at the check-in counter, but still made a bee-line for the self-service kiosk? Better yet, have you ever waitedin line for an ATM machine even though there is nobody in line for the teller inside the bank?
If you answered "yes" to either of these questions, you're not alone. Most customers these days demonstrate a huge — and increasing — appetite for self-service, yet most companies run their operations as if customers prefer to interact with them live. (more)
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07/13/10
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How Call Centers Use Behavioral Economics to Sway Customers
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Harvard Business Review Blog
Next time you're on the phone with a call center, listen carefully to what the rep says. Chances are you'll hear your name several times, hear a tone of empathy, maybe an "I'm sorry." It would be nice to think the rep really cares — but of course she's probably just following a script. That can be a bad idea, we've found. In our recent HBR article "Stop Trying to Delight Your Customers", we explored how customer service drives loyalty, including the role of managing the emotional side of customer interactions. Here's some further insight about that delicate dance. (more)
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06/10/10
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More Employees Jump Ship as Economy Improves, Signaling an Upswing in the Job Market
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USA Today
About 25% of companies' top performers said they plan to leave their current job within a year, according to a survey published in the May edition of the Harvard Business Review. By contrast, in 2006, just 10% planned to leave their jobs within a year. The survey questioned 20,000 workers who were identified by their employers as "high potential."
Companies retained those workers during the recession but heaped more work on them, said Jean Martin, the study's co-author and executive director of the Corporate Executive Board's Corporate Leadership Council in Washington. At the same time, employers cut back on awards and bonuses, she said. (more)
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06/08/10
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Gen Y at Work: Not So Different After All
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Bloomberg BusinessWeek
As the economy shows intermittent signs of life and the labor market thaws, albeit slowly, organizations are revisiting the employment value proposition they offer to attract and retain the best-quality employees. Attracting Generation Y, however, still vexes most organizations. One company researched by the Corporate Executive Board has spent millions on a dedicated team within its HR function that produces unique programs for its Gen Y employees. The team has implemented customized development programs, team-building activities, and social responsibility initiatives tailored to attract and retain Gen Y employees. (more)
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Corporate Executive Board research is featured in a Harvard Business Review article this month - Stop Trying to Delight Your Customers. Read an excerpt of the article here.
