The road to Customer Focus Land is paved with great intentions. As the CMC/HRI Magnifying Customer Focus survey indicates, respondents know what needs to be done.

A good example of how buying from a boutique retailer can save you more money than purchasing from a mega department store.

Imagine not having to worry about staffing your contact center. If this sounds good to you, then outsourcing your contact center may be something you should seriously consider.

When you fly on a corporate jet, you don't serve wrapped sandwiches or tea and coffee in a Styrofoam cup to the passengers. No way! Corporate jet catering is almost like dining in a five-star restaurant. Passengers have a choice of meal and it is served on real plates with real cutlery.

Consumer's key chains and wallets are being invaded by an ever increasing number of loyalty cards. Will they eventually reach a point of over-saturation?

It has become evident that effective customer service is required in order for a business to be profitable. People are no longer willing to accept companies that can not and will not handle customers concerns and questions. Many company owners have better things to do then to sit around all day seeing to customers.

At first glance, big picture thinking and customer focus would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration on the customer.

My sister-in-law recently shared a little tip with me, and even though the tip was related to housekeeping, I thought it was a great concept to apply to any business. Here's what she said: she always ends her day by making sure her kitchen sink is cleaned. That way she can wake up to a clean sink, and the rest of her day just goes more smoothly.

Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites.

The operation of managing the call center is not easy. Yet, it needs to understand many basic tools of management with care. Knowing the characteristics and limitations of diversity management is considered the corner stone of success of any targeted company.