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Retaining Customers Part II: The Flight of the “Service Zombies”

This is the second of a series of four blogs devoted to the topic of customer retention. To read Part 1, click here. Employees get excited when management demonstrates a serious commitment to listening to customers and staff’s suggestions for serving them. Building customer loyalty is everyone’s responsibility and everyone’s input is critical. Sharing information … Continued

Retaining Customers (Part 1 of 4)

This is the first of a four-piece series devoted to the topic of customer retention. Here, I will talk about retention, what it is, and why it drives successful business operations. The three subsequent blogs will present a conceptual framework for issues, rationale, cost models, and examples for use in developing and maintaining a loyal … Continued

Businesses Pay for Lack of Customer Service

Nancy Dodd, MPW, MFA, is editor of the Graziadio Business Report and an adjunct professor of screenwriting. Customer service has been on my mind lately, or I should say a lack thereof. Business executives budget fortunes to figure out how to attract customers while the customers they lose out the front door go unnoticed. It … Continued

What Price Neurotic Managers?

  Managers are critical resources for national and global economic and social prosperity. They play a significant role in setting direction, executing strategies, and creating success. Their styles, along with their other competencies, impact the productivity and well-being of their employees, peers, superiors, and consequently firms.     Our observations lead us to categorize four … Continued

Bring Happiness to Work!

This is a guest post by Charles D. Kerns, PhD, Associate Professor of Applied Behavioral Science If an organization does not perform and sustain performance it will decline over time and perhaps die. To sustain performance, a sufficient level of happiness needs to be introduced to an organization. Performance and happiness partner to help assure … Continued