Why McDonald’s Is Focusing on Speed of Service Over Service With a Smile
Apr 27, 2017
After posting its largest quarterly margin decline in more than 10 years, McDonald’s Business Research Vice President Steve Levigne said the company’s “service is broken.” He cited stats during a November investor meeting that showed one in five customer complaints are related to friendliness issues, “and it’s increasing.” Yet in the months following that announcement ...
A Zappos Lesson in Customer Service Metrics
Apr 24, 2017
Zappos founder Tony Hsieh literally wrote the book on modern customer service. His title, Delivering Happiness, staked claim on The New York Times Best Sellers list for 27 consecutive weeks. And every publication from Forbes to Fast Company has distinguished the e-retailer as a standout in consumer support. Yet few companies heed Zappos’s example. Take a ...
A Zappos Lesson in QA Management
Apr 24, 2017
About three years ago, Zappos decided their QA program needed a makeover. Agents didn’t have a lot of transparency into how they were being scored, and as a result, developed a negative perception of the QA team. “We made a lot of mistakes early on. The QA team was off in a corner and rarely, ...
5 Ways Women in Sales Sabotage Their Success
Apr 14, 2017
The topic of gender equality in the workplace is ever-present. Society points a finger at male-dominated companies and organizations, telling them to wake up and recognize women as powerful forces in business. But what should women do? A recent article in Harvard Business Review discusses how lack of confidence is a primary cause of many women’s ...