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Best Practice Database
Human Resources » Employee Satisfaction and Retention » Morale
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Customer satisfaction drives sales. Retaining and increasing the number of loyal customers continues to be a growing concern among organizations world wide. Effectively empowering the employee to serve the customer continues to result in higher customer satisfaction.
At the February 2005 Global Benchmarking Council conference on employee engagement and customer loyalty, best practices were shared in identifying and improving drivers that are proving most effective in engaging employees in their jobs, their companies and their work groups.
Managers, directors and vice presidents of marketing, systems analysts, programs, labor, financial operations, human resources and other professionals with interest in customer satisfaction and loyalty will benefit most from the case studies of nine leading companies and the summarized transcript from a facilitated roundtable discussion.
COMPANIES AND CASE STUDIES
Most of the case studies listed below include speaker biographies and company background, key challenges company leaders faced and how they overcame them. Other case studies include either a recent benchmarking study or best practices in improving customer satisfaction. Speaker anecdotes, quotes, select slides, insights and key take-aways all liven the case studies with personal touches and graphics.